Brutal latency/ping Recently

[t27c]

I am wired, with the gigabit package and all of the sudden have gotten constant ping spikes for over the last few days. I haven't been able to play any games online because the crazy ping spikes and latency make it completely unplayable. My speeds are what they are expected to be, no issues there. I have tried hard wiring straight into the modem but alas, the issue still persists. I have tried switching cables, power cycling my devices, factory resetting my devices. The issue still persists. I have called and contacted Rogers multiple times and they say everything seems fine on their end. But still, the issue persists and is steady. resulting in me not able to use any of my gaming devices due to the brutal and constant ping spikes. It's frustrating paying over $100 a month for internet I cant use for the things I want it for. Any help or suggestions are welcomed and appreciated. Thank you

*** Edited Labels ***

[expodonent]

been having this issue for about 1 year and 2 months now, words cannot describe the frustration i have built up on this subject.

[kpaddle]

Thank you for your help and sorry for the late reply. I have treated with a new software (untangle) and same issue, i then retested with the roger router/modem in gateway mode and still have the same issue directly connected to it with ethernet. I will contact Rogers tech support. Thanks again

[TheBings]

Are these signal levels causing my Latency Issue

Been having latency issues for the past few months when playing online games the connection is not stable at all. Last time I called in and talked to someone I was told everything looked good on their end. I am no pro but Channel 1 and 33 of the downstream don't look right when every other channel is close to 0

Index Lock Status Frequency SNR Power Level Modulation

Downstream

Channel Bonding Value

17

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

657 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

350 MHz

275600000

36.5 dB

40.9 dB

33.8 dB

33.5 dB

33.2 dB

38.8 dB

38.2 dB

37.8 dB

37.7 dB

37.6 dB

37.8 dB

38.2 dB

38.5 dB

38.5 dB

38.4 dB

38.0 dB

37.0 dB

36.1 dB

36.5 dB

36.1 dB

37.1 dB

37.2 dB

36.6 dB

36.3 dB

36.2 dB

35.8 dB

35.9 dB

36.1 dB

35.1 dB

35.1 dB

35.1 dB

34.6 dB

40.6 dB

NA

0.9 dBmV

8.6 dBmV

-3.6 dBmV

-4.2 dBmV

-4.6 dBmV

2.2 dBmV

1.3 dBmV

0.7 dBmV

0.8 dBmV

0.3 dBmV

0.7 dBmV

1.2 dBmV

1.5 dBmV

1.7 dBmV

1.4 dBmV

0.7 dBmV

0.1 dBmV

-1.3 dBmV

-1.0 dBmV

0.2 dBmV

0.2 dBmV

0.1 dBmV

0.4 dBmV

-1.1 dBmV

-1.3 dBmV

-1.6 dBmV

-1.6 dBmV

-1.4 dBmV

-2.5 dBmV

-2.5 dBmV

-2.3 dBmV

-2.8 dBmV

7.5 dBmV

NA

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

OFDM

OFDM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz
2560	5120	5120	5120
36.8 dBmV	37.5 dBmV	37.8 dBmV	39.0 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

[RogersTony]

Hello, @TheBings

Welcome to the Rogers Community Forums!

Thanks so much for posting your concern. I know how frustrating it can be to deal with latency while gaming. 

There doesn't appear to be an issue with the signal levels as it is still within the acceptable range. Latency can be tricky to diagnose but we can learn a lot from a ping test and traceroute. Please follow the steps outlined in our Troubleshooting Latency (Wired Devices) Knowledge Base article. Post the results of the ping test and traceroute so the community can review it. 

Please ensure to redact the IP address in the first hop on the traceroute as this is personal information that should not be shared in a public forum.

We look forward to reviewing your test results.

RogersTony

[TheBings]

Hi, Tony and thanks for the help just to let you know the tests were done on my pc connected directly to the modem with ethernet. I added more than you asked for just trying to give you as much information to possibly help my situation.

Rogers-Ping for two hours

Ping statistics for 64.71.255.204:
Packets: Sent = 7200, Received = 7198, Lost = 2 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 596ms, Average = 19ms

Google-Ping for two hours

Ping statistics for 172.217.0.228:
Packets: Sent = 7200, Received = 7200, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 253ms, Average = 24ms

Ping statistics for 172.217.164.196:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 153ms, Average = 43ms

Wan Default Gateway

Ping statistics for 99.xxx.xx.x:
Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 211ms, Average = 28ms

Tracing route to www.google.com [172.217.1.164]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms 10.0.0.1
2 31 ms 14 ms 33 ms 99.xxx.xx.x
3 28 ms 75 ms 140 ms gi-1-0-0.cmts02.ym.phub.net.cable.rogers.com [66.185.90.25]
4 38 ms 36 ms 136 ms 9015-cgw01.mtnk.asr9k.rmgt.net.rogers.com [209.148.224.177]
5 40 ms 23 ms 36 ms 209.148.233.46
6 78 ms 53 ms 48 ms 72.14.222.87
7 120 ms 89 ms 34 ms 108.170.250.225
8 26 ms 19 ms 25 ms 108.170.226.223
9 38 ms 84 ms 89 ms yyz10s04-in-f4.1e100.net [172.217.1.164]

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 10.0.0.1
2 66 ms 32 ms 14 ms 99.xxx.xx.x
3 40 ms 23 ms 56 ms gi-1-0-0.cmts02.ym.phub.net.cable.rogers.com [66.185.90.25]
4 39 ms 34 ms 30 ms 9015-cgw01.mtnk.asr9k.rmgt.net.rogers.com [209.148.224.177]
5 59 ms 32 ms 71 ms 209.148.233.46
6 * * * Request timed out.
7 71 ms 41 ms 66 ms 108.170.250.225
8 173 ms 66 ms 36 ms 216.239.35.235
9 17 ms 50 ms 24 ms dns.google [8.8.8.8]

Tracing route to www.google.com [172.217.1.4]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 10.0.0.1
2 46 ms 28 ms 51 ms 99.xxx.xx.x
3 33 ms 115 ms 56 ms gi-1-0-0.cmts02.ym.phub.net.cable.rogers.com [66.185.90.25]
4 76 ms 77 ms 12 ms 9015-cgw01.mtnk.asr9k.rmgt.net.rogers.com [209.148.224.177]
5 25 ms 14 ms 69 ms 209.148.233.46
6 29 ms 37 ms 16 ms 72.14.222.87
7 43 ms 15 ms 46 ms 108.170.250.225
8 48 ms 59 ms 26 ms 216.239.35.235
9 29 ms 37 ms 47 ms iad23s25-in-f4.1e100.net [172.217.1.4]

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 1 ms <1 ms 1 ms 10.0.0.1
2 59 ms 24 ms 27 ms 99.xxx.xx.x
3 71 ms 43 ms 18 ms gi-1-0-0.cmts02.ym.phub.net.cable.rogers.com [66.185.90.25]
4 50 ms 45 ms 17 ms 9015-cgw01.mtnk.asr9k.rmgt.net.rogers.com [209.148.224.177]
5 44 ms 38 ms 54 ms 209.148.233.46
6 * * * Request timed out.
7 108 ms 17 ms 34 ms 108.170.250.225
8 16 ms 20 ms 39 ms 216.239.35.235
9 36 ms 29 ms 88 ms dns.google [8.8.8.8]

Tracing route to resolver1.opendns.com [208.67.222.222]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1
2 49 ms 34 ms 110 ms 99.xxx.xx.x
3 112 ms 34 ms 23 ms 66.185.90.29
4 49 ms 44 ms 53 ms 9015-cgw01.ym.rmgt.net.rogers.com [209.148.224.181]
5 74 ms 28 ms 65 ms 209.148.235.218
6 34 ms 33 ms 53 ms opendns.ip4.torontointernetxchange.net [206.108.34.229]
7 30 ms 65 ms 44 ms resolver1.opendns.com [208.67.222.222]

Tracing route to resolver1.opendns.com [208.67.222.222]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1
2 96 ms 34 ms 18 ms 99.xxx.xx.x
3 35 ms 27 ms 100 ms 66.185.90.29
4 65 ms 40 ms 44 ms 9015-cgw01.ym.rmgt.net.rogers.com [209.148.224.181]
5 11 ms 46 ms 43 ms 209.148.235.218
6 69 ms 81 ms 24 ms opendns.ip4.torontointernetxchange.net [206.108.34.229]
7 72 ms 15 ms 90 ms resolver1.opendns.com [208.67.222.222]

[RogersZia]

@TheBings, thank you for running and posting the ping test and traceroute results. We'd like to run additional tests for you. Please reach out to us via PM @CommunityHelps for further assistance :). If you're not familiar with our private messaging system, please click here to learn more :).

RogersZia

[kpaddle]

Good day,

I have had improvements since the tech came out, he said there was an old filter on my line and it was limiting the speed and likely causing ping spikes.  My download speed has increased closer to my 1gbps plan however the ping spikes are still happening.  I have a video showing it in action in Call of Duty Warzone.  Is there an email I can send it to?

Thank you!

[RogersZia]

@kpaddle, thank you for keeping us posted! I'm glad to hear you've noticed improvements with the service. Can you please reach out to us via PM @CommunityHelps so we can run additional tests?

You can learn more about our PM system in this blog. 

RogersZia

[Datalink]

@kpaddle whats the motherboard in the pc, and specifically, if you drill down into the Control Panel .... Device Manager .... Network Adapters, whats the exact ethernet adapter on the motherboard.  Is it a i225-V Foxville adapter which has problems with the initial released batch?

[kpaddle]

Hello, it is actually a PS4 i am having the issues on.  I was on discord as well on pc and my voice was getting copy and slow at the same time of the ping spikes in warzone on ps4.  I will send a dm.

[reddenaltmer1]

Hey everyone

I am new to the forums and felt the need to come here as a lot of the issues I am reading are the same issues I'm experiencing.

First off, I have no idea how to create a post in the thread - there is no button to do that, and instead I can only 'Reply' or 'Quick Reply', so apologies for replying to @kpaddle!

I am also experiencing crazy packet loss and prediction errors from online gaming - namely Apex Legends.

I have been with Rogers for years, and haven't experienced these problems at my old place. Since Sep 01 2020, I moved into a new condo and have these issues.

I did a ping test to:
1.) 99.255.58.1 and

2.) 64.71.255.204 

Here are the results :

Ping statistics for 99.255.58.1:
Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 101ms, Average = 16ms

_________________________________________________________________________________________________________

Ping statistics for 64.71.255.204:
Packets: Sent = 3558, Received = 2533, Lost = 1025 (28% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 67ms, Average = 12ms

These are the only tests I've conducted - are there any other tests I should do to narrow down the problem?

Best,

[RogersMoin]

Hello, @reddenaltmer1.

Welcome to Rogers Community Forums!

I appreciate you joining this thread and posting your ping test results. Latency and packet loss can deter your online gaming experience.

We can help diagnose the issue for you; are you experiencing this issue on a wired connection?

Can you please follow the Internet Knowledge Base article Troubleshooting Latency (Wired Devices) and post the ping & traceroute results to google.com and your gaming server? The results can help us isolate the issue. 

I look forward to hearing from you. 

Cheers,

RogersMoin

[bigolmonzo]

Like @reddenaltmer1 I'm also getting packet loss when pinging the DNS server.

Click here for details

Ping statistics for 64.71.255.204:

Packets: Sent = 3600, Received = 2728, Lost = 872 (24% loss),

Approximate round trip times in milli-seconds:

Minimum = 4ms, Maximum = 35ms, Average = 9ms

I did a tracert to the DNS server and it seems like it's losing packets at hop 6, 10.202.47.161:

Click here for details

1 <1 ms <1 ms <1 ms 10.0.0.1
2 29 ms 14 ms 26 ms 99.240.22.1
3 15 ms 8 ms 13 ms 24.156.143.1
4 14 ms 10 ms 14 ms 9034-cgw01.wlfdle.rmgt.net.rogers.com [69.63.249.229]
5 12 ms 26 ms 43 ms 209.148.227.157
6 8 ms 17 ms * 10.202.47.161
7 * 33 ms 17 ms dns.cp.net.rogers.com [64.71.255.204]

Trace complete.

tracert 64.71.255.204

Tracing route to dns.cp.net.rogers.com [64.71.255.204]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1
2 11 ms 16 ms 8 ms 99.240.22.1
3 9 ms 14 ms 11 ms 24.156.143.1
4 11 ms 14 ms 12 ms 9034-cgw01.wlfdle.rmgt.net.rogers.com [69.63.249.229]
5 48 ms 45 ms 21 ms 209.148.227.157
6 * * * Request timed out.
7 * 39 ms 24 ms dns.cp.net.rogers.com [64.71.255.204]

[RogersMoin]

Hello, @bigolmonzo.

Welcome to Rogers Community Forums, and great use of the Spoiler feature. 👍

I appreciate posting the ping and traceroute results to the DNS server. Can you replicate these tests with the service/server you are having trouble with? It would be helpful to see where the problem is occurring.

Cheers,
RogersMoin 

[stepy2015]

For the last couple of months I have been getting extremely bad ping spikes and terrible upload speed, I have spoken to Rogers twitter support several times and they kept wanting me to test directly plugged into my modem instead of my own pfSense router so I did and as I expected the upload speed was still as bad. After a ton of back and forth we determined it was not my router that was the issue, he then re-provisioned my modem and all was good my ping in game had gone down to around 15 to 10 ms and I had zero packet loss but then a few days later, it was really bad our download and upload speed was very low (between 1 and 2 mbps) and the internet was almost unusable, I tested directly connected to the modem just to confirm then contacted rogers they were unsure what was going on and scheduled a tech appointment, the tech came to our house tested our modem at the street, said that our modem was the issue and gave us a replacement and left, I am really at a loss as that has not done anything to help solve the issue and I know it is not my router causing the issue as I get the packet loss and extremely bad upload speed regardless of if I am connected directly to the modem or directly to the router, this must be an issue on rogers' end

Plan Ignite 150u

Modem CODA 4582

Hardware Version	1A
Software Version	7.1.1.32

DOCSIS WAN CHARTS

I have noticed with this new modem our downstream signal values seem to be worse we used to get around -3 to -1, we do have a signal booster in the house not far from the modem 

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	615000000	QAM256	-6.099	11	38.983
2	591000000	QAM256	-6.900	7	38.983
3	597000000	QAM256	-6.400	8	38.983
4	849000000	QAM256	-8.599	2	38.983
5	855000000	QAM256	-8.900	3	38.605
6	861000000	QAM256	-9.000	4	38.983
7	579000000	QAM256	-7.200	5	38.983
8	585000000	QAM256	-7.099	6	38.983
9	603000000	QAM256	-6.299	9	38.983
10	609000000	QAM256	-6.299	10	38.983
11	279000000	QAM256	-7.400	1	38.983
12	621000000	QAM256	-5.900	12	38.983
13	633000000	QAM256	-6.000	13	38.605
14	639000000	QAM256	-5.900	14	38.983
15	645000000	QAM256	-5.700	15	38.983
16	651000000	QAM256	-5.700	16	38.983
17	657000000	QAM256	-5.799	17	38.983
18	663000000	QAM256	-6.000	18	38.983
19	669000000	QAM256	-6.400	19	38.983
20	675000000	QAM256	-6.400	20	38.983
21	681000000	QAM256	-6.500	21	38.983
22	687000000	QAM256	-6.599	22	38.983
23	693000000	QAM256	-6.799	23	38.605
24	699000000	QAM256	-6.799	24	38.983
25	705000000	QAM256	-6.900	25	38.983
26	711000000	QAM256	-6.900	26	38.983
27	717000000	QAM256	-7.299	27	38.983
28	723000000	QAM256	-7.299	28	38.983
29	825000000	QAM256	-8.099	29	38.605
30	831000000	QAM256	-8.200	30	38.983
31	837000000	QAM256	-8.599	31	38.605
32	843000000	QAM256	-8.799	32	38.605

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	-7.700001

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	64QAM	44.270	8	6400000
2	22100000	64QAM	43.260	5	3200000
3	30596000	64QAM	43.770	7	6400000
4	25300000	64QAM	43.260	6	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

Tried adding a picture of my pfSense Dashboard showing 1% loss on the Gateway but it did not post

[bigolmonzo]

Unfortunately the game I'm most having trouble with (Call of Duty Warzone) doesnt provide public IP addresses for me to troubleshoot with. I tried using Wireshark but the game's anticheat doesnt allow me to use that while in game.

[RogersTony]

Hello, @stepy2015 & @bigolmonzo

Thanks for posting your concerns. I know how important it is to have low latency when you are trying to game online.

We'd need the results for some specific tests to determine if there is latency within the Rogers network. Please check out our Troubleshooting Latency knowledge base article.

Provide us with the results of a PING test and a Traceroute. It would be ideal to do the testing when the issues are occurring. Please post the results to the community. You will need to redact the IP address from the first and second hop as this is your personal IP address and should not be shared in a public forum.

We look forward to reviewing your test results.

RogersTony

[stepy2015]

I don't see my personal ip in the first and second hops 

Click here for details

Tracing route to www.google.com [172.217.13.68]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 16 ms 15 ms 10 ms 99.228.142.1
3 8 ms 4 ms 13 ms 8089-dgw02.mtnk.rmgt.net.rogers.com [24.156.143.21]
4 14 ms 16 ms 16 ms 0-4-0-5-cgw01.wlfdle.rmgt.net.rogers.com [209.148.233.197]
5 18 ms 17 ms 32 ms 209.148.233.38

6 11 ms 13 ms 6 ms 72.14.222.87
7 19 ms 20 ms 12 ms 108.170.250.230
8 19 ms 19 ms 24 ms 142.250.46.182
9 26 ms 24 ms 27 ms 142.250.46.70
10 34 ms 42 ms 36 ms 142.250.57.140
11 32 ms 32 ms 41 ms 216.239.50.96
12 32 ms 33 ms 37 ms 108.170.246.65
13 32 ms 41 ms 34 ms 209.85.246.81
14 28 ms 34 ms 32 ms iad23s60-in-f4.1e100.net [172.217.13.68]

Ping to Google

Click here for details

Ping statistics for 172.217.7.164:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 30ms, Maximum = 96ms, Average = 39ms

Ping to Gateway IP does show some interesting results

Click here for details

Ping statistics for 99.228.142.1:
Packets: Sent = 50, Received = 49, Lost = 1 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 45ms, Average = 10ms

 

[RogersTony]

Hello again, @stepy2015

Thanks so much for providing us with those test results.

There does not appear to be any latency within a Rogers network registering over 100ms.

This could be an intermittent issue and may require consecutive traceroutes/ping tests over a period of 3 - 5 minutes to determine if there is any latency that can be detected within our network.

We look forward to reviewing the additional tests.

RogersTony

[raymond111]

I live in the Woodbridge area and absolutely nothing has changed for me since March despite being told that they are working on splitting the node I am connected to.  I understand these things take time but paying full price for a subpar service is not right.

All these tests below are done through a wired connection.  I bought brand new CAT-8 cables thinking maybe the cable I was using was not that great but it did not help in the slightest.  I am at a loss on what more I can do besides waiting for Rogers to finally split my node.  Any suggestions or help will be appreciated.  

Ping to the CMTS:

Ping to Rogers IPV4 address.  This is where things have been ugly since March:

IPV4

[RogersRob]

Hi @raymond111, 

Thank you for your post and for your ping test results, I know how upsetting it can be to deal with this type of issue, especially if it's been ongoing for several months. 

We would like to run additional tests with you.

Please reach out to us via PM @CommunityHelps so we can gather account info and take a closer look at the situation. 

If you're not familiar with our private messaging system, please click here to learn more.

Awaiting your reply.

RogersRob