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 ***

[gamei56]

Got a C for bufferbloat. 348 ms avg.

[BigJay1]

I hear you, I just opened another ticket, and will continue to do so until they get this fixed.  I am not a gamer, but more a streamer....I can tell you my speed is going crazy every few minutes.  Getting 950 down one minute, back to 10 the next.  I have never seen such wild fluctuations before....

[blackbox970]

Yesterday wasn't too bad.  Only a small handful of noticeable spikes in latency... However, tonight is abysmal again:

https://imgur.com/a/HJ0aPDj

@RogersCorey - Glad to see Rogers is acknowledging that there's a widespread issue.  I'm sure we'd all love to hear of any updates you have going forward.

[NeRo2_O]

Is there an expected date when this will be getting fixed @RogersCorey ? If this is going to be months I need to know whether I should be downgrading my service in the mean time. Paying for the 1 Gigabit internet doesn't make any sense if the service is going to be like this for weeks / months. Communication about the situation / ETA would be great here. Not just for myself but for other customers as well.  

[t27c]

So, it’s been horrible for me for about a week and a half and magically it’s good right now. We’ll see how long it lasts this time lol

Edit: lasted about 5 minutes and is back to how it has been lol

[ComAcct]

Today was the worst for me as of late. Had the internet become completely unresponsive this time. Going to keep opening tickets as well, as this is beyond rediculous.

[Network]

Just wanted to comment saying I am experiencing the same issues as others are reporting in this post. 

I've had two technicians come out, both who said the problem would be fixed but I am still having the same problems. It's very frustrating when I call into the customer service and they don't even acknowledge that this is a known issue. Instead I am told that they do not see anything on their end and that my service should be working perfect.  

[JJSG]

I spoke to another online agent last night. He ran the same standard tests other agents have been running and told me that he did not see issues on his end. However, he was the first agent to tell me that he understood that the issue (ping spikes and high latency) is intermittent, which I took as a good sign. After explaining to him that technicians haven't been able to fix the issue in my home, he admit that having another technician over will likely not fix the issue. He said that he's been having the same issue himself and is well aware that the issue is widespread as he's received numerous reports from all over Ontario and has been closely following this thread. The agent went on to explain that he's been trying to raise this issue with his manager and agreed that we have been receiving terrible service from Rogers as tickets related to this problem are being closed without resolution. Often, testing is done not considering that the issues are intermittent. 

Surprisingly, he told me that he wouldn't blame me for switching over to another ISP as he's seen Rogers ignoring/ reacting very slowly to this issue (I appreciated his transparency). His advice to me was to keep opening tickets and encourage others to do the same, so that the network team will take the issue more seriously. If a ticket is closed, open another one until Rogers receives the message. The more reports they receive, the higher priority this issue will become. Until then, they will sweep the issue under the rug. 

[herrshaun]

The last few days the amount of random ping spikes/timeouts has decreased, but not gone away completely. I'm still getting random pings to google.com that are higher than what they should be, but so far I have not experienced any periods of 1000-3000 ms every other ping and completely unusable internet.

I would love to attribute this to Rogers actually doing something for a change, but who knows. I guess like the rest of the people in the dark, we will wait and see.

[DeathSniper]

Just want to add another +1 to this issue. I'm around centralish Mississauga. It's been about uh 4 weeks of this for me at least...and it's pretty frustrating. 4 calls in and 1 tech send-out so far; hopefully they figure it out sigh.

[sbenninger]

As of 2:30 this morning the massive 3000ms pings and packet loss are gone for me but the overall latency is up by 20-30ms higher than normal to all tested sites. At least Ignite TV is usable this morning after 2 days of brutal speeds and lag spikes. They are obviously trying to fix the issue...but again...how about some communication from Rogers on this. Cant believe I am saying this but I look forward to Bell to bringing FTTH to my area as I have been a Rogers customer since the early 90s but this last debacle among other things is making me rethink that loyalty.

[herrshaun]

@sbenninger  What line of work are you in? I'll bet Rogers could use someone technical like yourself.

[Willy223]

still getting ping spikes and packet loss. been a few weeks of ping spikes and month of packet loss. no urgency from the support team to fix it. even though the case had been escalated twice now cause the first time "nothing was wrong" and now i have to wait another week while they moderate the modem and internet.

[cbeckstead]

For the past several evenings I've notice rubber banding and lag while gaming. I have a friend from another part of Ottawa who had complained of the same issue. I had a continuous ping running in the early evening and through the night (see summary below). The latency is sporadic but when it occurs it's very noticeable.

Pinging www.google.com [172.217.1.164] with 32 bytes of data:

Reply from 172.217.1.164: bytes=32 time=682ms TTL=54
Reply from 172.217.1.164: bytes=32 time=3246ms TTL=54
Reply from 172.217.1.164: bytes=32 time=1698ms TTL=54
Reply from 172.217.1.164: bytes=32 time=220ms TTL=54
Reply from 172.217.1.164: bytes=32 time=288ms TTL=54
Reply from 172.217.1.164: bytes=32 time=351ms TTL=54
Reply from 172.217.1.164: bytes=32 time=319ms TTL=54
Reply from 172.217.1.164: bytes=32 time=1556ms TTL=54
Reply from 172.217.1.164: bytes=32 time=994ms TTL=54
Request timed out.
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Reply from 172.217.1.164: bytes=32 time=2997ms TTL=54
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Ping statistics for 172.217.1.164:
Packets: Sent = 36893, Received = 36875, Lost = 18 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 3246ms, Average = 20ms

[Willy223]

can we get any sort of update from someone on the rogers team this is getting so frustrating

[m4te]

Having the exact same problem on my end. 

I've run ping tests on cmd and have noticed that my ping is relatively stable, but there's just too much packet loss to even play any online game anymore. 

Really hoping this gets fixed soon. I've contacted rogers support a few days ago in which they opened a ticket for the issue to be escalated because the initial rep also saw an issue. However, apparently when escalated, they found 'no issues' but I'm seeing in the forums that this is affecting many rogers users and even some rogers  employees claim they are working around the clock to fix this.

Very interesting. 

[sbenninger]

@herrshaun I am an IT manager and network admin so I guess I know a little lol.
Checked my graphs and today from 9am onwards has been flawless. All latencies back to normal levels and no spikes or loss.
Let's hope it stays this way but not holding my breath.

[Swifty00]

I think I am fixed too - looks to me like they made a change to upload policies.  If you host games or run a server it might be a problem but for the rest of us, we might be good.

[Fonarik1]

Started having this issue with insane lag spikes - specifically in Overwatch on PS4. PS4 is connected with a 3' network cable directly from the modem and the modem is connected with a direct line from the one that comes into the house (underground outside) - no splitters.

This issue started for me less than a week ago.

When I called Rogers tech support yesterday they saw "no issues at all" on their end - will attempt Tier 2 tomorrow.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	603000000	256QAM	8.400	9	40.366
2	591000000	256QAM	8.200	7	40.946
3	597000000	256QAM	8.400	8	40.946
4	849000000	256QAM	5.300	2	40.946
5	855000000	256QAM	5.500	3	40.366
6	861000000	256QAM	5.200	4	40.366
7	579000000	256QAM	8.400	5	40.946
8	585000000	256QAM	8.300	6	40.366
9	279000000	256QAM	7.200	1	38.983
10	609000000	256QAM	8.300	10	40.366
11	615000000	256QAM	8.300	11	40.366
12	621000000	256QAM	8.000	12	40.946
13	633000000	256QAM	7.800	13	40.366
14	639000000	256QAM	7.800	14	40.946
15	645000000	256QAM	8.000	15	40.946
16	651000000	256QAM	8.000	16	40.946
17	657000000	256QAM	7.800	17	40.366
18	663000000	256QAM	7.600	18	40.366
19	669000000	256QAM	7.300	19	40.366
20	675000000	256QAM	7.700	20	40.366
21	681000000	256QAM	7.600	21	40.946
22	687000000	256QAM	7.400	22	40.366
23	693000000	256QAM	7.100	23	40.366
24	699000000	256QAM	7.000	24	40.366
25	705000000	256QAM	6.500	25	40.366
26	711000000	256QAM	6.300	26	40.366
27	717000000	256QAM	6.300	27	40.366
28	723000000	256QAM	6.600	28	40.366
29	825000000	256QAM	4.600	29	40.366
30	831000000	256QAM	4.800	30	40.366
31	837000000	256QAM	4.900	31	40.366
32	843000000	256QAM	5.300	32	40.366

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	7.500000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	26.500	3	6400000
2	36996000	ATDMA - 64QAM	29.000	4	6400000
3	22100000	ATDMA - 64QAM	28.500	1	3200000
4	25300000	ATDMA - 64QAM	30.000	2	3200000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

Pinging 64.71.255.204 with 32 bytes of data:
Reply from 64.71.255.204: bytes=32 time=13ms TTL=58
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Reply from 64.71.255.204: bytes=32 time=9ms TTL=58
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Ping statistics for 64.71.255.204:
Packets: Sent = 127, Received = 85, Lost = 42 (33% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 918ms, Average = 22ms

[RogersAndy]

Hello everyone!

It's so wonderful to hear that the issue is turning around for some of you. We've been working consistently with the necessary groups to see this latency issue resolved for all those impacted. We've gathered as much information as we needed from those of you who've reached out via PM and posted your results here. If you haven't yet please reach out to us via PM @CommunityHelps so we can add you to the impacted list. For more information on our PM system check out our blog.

We'd like to thank everyone for your patience and understanding. I know how difficult this is to deal with. To identify this issue, consecutive traceroutes will need to be run over a period of 2-5 minutes to either google.com or an impacted games ingest server. Once you see the latency spike you can copy those results and send it to us. Though we don't have an ETA for complete resolution yet, rest assured we are working to see that any issue, that's visible, within the Rogers network is resolved as soon as humanly possible.

For any of you experiencing consistent packet loss, your issue may need to be addressed separately as it's likely it may not be related. Check in with us via PM though and we can definitely assist you in identifying what's going on.

@RogersAndy

[Datalink]

@Fonarik1 all of your downstream signal levels are high, arguably within spec, yes, but, historically at a point where customers start to see issues.  Now, its probable that the signal levels have been that way for a while and haven't caused any issues.  These days, it appears that customers are having problems with some unknown problem (unknown to the public) within the Rogers network, for which Rogers is completely radio silent.  This appears to be wide spread, affecting Rogers and TPIA customers as well.

Now, to be fair, you can run another ping test to the Cable Modem Termination System (CMTS) which is the first server inroute to anywhere.  That ping test will confirm whether or not the problem might be a cable problem with your external cable or possibly with the CMTS itself.  

To do this, run a trace to anywhere:

tracert -4 www.google.com

For the modem in gateway mode with a direct connection to the modem, or with the modem in Bridge mode with a router behind it in full router mode, the first IP address is the modem or router depending on the presence of a router, and the second IP address is the CMTS.  Ping the CMTS for an hour, looking for packet loss.  Ignore the high ping times that you might see.  Thats a modem timing issue, which results in the CMTS being an unreliable test target for latency testing for the 4582 modem.  Ok, so:

ping -n 3600 xxx.xxx.xxx.xxx     where xxx.xxx.xxx.xxx is the second IP address in the trace. 

Please post the bottom results when the trace is complete.  The question at this point is whether or not the packet loss is due to some problem up to an including the CMTS, or if the problem is due to some unknown network issue beyond the CMTS.