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Brutal latency/ping Recently

t27c
I plan to stick around

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 ***

956 REPLIES 956

Re: Brutal latency/ping Recently

@Swifty00 what modem are you using, a white Hitron CODA-4582 or an XB6 which is used for the Ignite TV service?

 

When you have time, can log into your modem, copy the signal level table and post it.  The 4582 modem table looks as posted here:

 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457374#M59406

 

The XB6 table is as seen here:

 

https://communityforums.rogers.com/t5/Ignite-TV/Ignite-TV-Slow-WiFi-Speeds/m-p/457079#M5933

 

I'd like to see the channel configuration for your modem, as you're indicating that the problem seems to have abated for you. 

Re: Brutal latency/ping Recently

Merckx
I've been here awhile

It's still happening to me. Overwatch was unplayable for me tonight lag spikes and packet loss. The problem was worst it's been since the issue started a month ago. My current deal is up at the end of the month so I guess it's time to try Bell. Rogers your customer service is a joke. 

Re: Brutal latency/ping Recently

@Merckx can you have a look at my post which is just above yours and if and when you have time, post your modem signal levels.  

Re: Brutal latency/ping Recently

Merckx
I've been here awhile
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM2.400738.983
2579000000256QAM1.500540.366
3585000000256QAM2.100638.983
4279000000256QAM-0.700140.366
5597000000256QAM3.200840.366
6603000000256QAM2.700940.366
7609000000256QAM3.1001040.366
8615000000256QAM2.6001140.366
9621000000256QAM2.2001240.946
10633000000256QAM0.7001338.983
11639000000256QAM0.3001438.605
12645000000256QAM0.8001538.605
13651000000256QAM1.3001640.366
14657000000256QAM1.6001738.983
15663000000256QAM1.4001838.983
16669000000256QAM2.1001938.605
17675000000256QAM2.8002038.983
18681000000256QAM3.1002138.605
19687000000256QAM3.8002240.366
20693000000256QAM4.3002338.983
21699000000256QAM4.2002440.366
22705000000256QAM3.9002538.605
23711000000256QAM4.2002638.983
24717000000256QAM3.6002738.983
25723000000256QAM3.9002838.900
26825000000256QAM0.4002938.200
27831000000256QAM-0.6003038.600
28837000000256QAM0.0003137.600
29843000000256QAM-1.3003237.300
30849000000256QAM-1.000236.400
31855000000256QAM-2.200336.400
32861000000256QAM-2.200436.900
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125300000ATDMA - 64QAM41.00023200000
236996000ATDMA - 64QAM43.25046400000
330596000ATDMA - 64QAM42.25036400000
422100000ATDMA - 64QAM40.50013200000

Re: Brutal latency/ping Recently

Tolo
I plan to stick around

I'm in NW Waterloo and you can add my name to the list of spikes and packet loss.  This has caused major rubber banding and stutter in Overwatch and COD:MW.  It has existed everyday for well over a month and at one point I even went and purchased a whole new router!   Only change I can think of that may coincide with the packet loss is the fiber that was laid across the front of the houses in the neighborhood.

 

Below are my signal levels: CODA - 4582

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000QAM2565.1991040.366
2591000000QAM2565.000738.983
3597000000QAM2565.099840.366
4849000000QAM2563.299237.355
5855000000QAM2563.099337.355
6861000000QAM2563.299437.636
7579000000QAM2564.599540.366
8585000000QAM2564.800639.397
9603000000QAM2564.900940.946
10279000000QAM2561.299140.366
11615000000QAM2565.1991140.366
12621000000QAM2565.3001240.946
13633000000QAM2564.9001340.366
14639000000QAM2565.0001440.366
15645000000QAM2565.0001538.983
16651000000QAM2564.9001638.983
17657000000QAM2564.4001738.605
18663000000QAM2564.4001838.605
19669000000QAM2564.4001938.605
20675000000QAM2564.9002038.605
21681000000QAM2565.0992138.605
22687000000QAM2565.1992238.983
23693000000QAM2565.5002338.605
24699000000QAM2565.6992438.983
25705000000QAM2565.4002538.983
26711000000QAM2565.3002638.983
27717000000QAM2564.9002738.983
28723000000QAM2564.9002838.983
29825000000QAM2563.5002937.355
30831000000QAM2563.5003037.355
31837000000QAM2563.5003137.636
32843000000QAM2563.4003238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES2.000000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13059600064QAM40.27046400000
23859600064QAM40.01063200000
32370000064QAM39.77056400000
40QAM_NONE----1600000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K

 

 

Re: Brutal latency/ping Recently

Thank you @Merckx.  There's nothing unusual or untoward in your signal levels.  The OFDM section is missing.  Can you post that as well please. 

 

Fwiw, the 4582 modem doesn't use the DOCSIS 3.0 downstream channels as shown in your post.  It uses the OFDM channel for downstream data.  It still uses DOCSIS 3.0 channels for upstream data. 

 

I wanted to check for changes in the channel layout as well, but, the channels present in the DOCSIS 3.0 channel group looks pretty standard.  So, there's nothing unusual with the current channel layout.  

 

I suspect that you're among the group of users who are affected by the widespread latency and packet loss problems that the Rogers network seems to be suffering from.  You can contact @RogersAndy for further assistance.  Follow that link to his public page.  Further down the page is a link to "Send this user a private message".  Follow that link to the message composition page.  Fill in the subject and details and hit send.  It will already be addresses.  When you're logged into the forum, watch for a number overlaying your avatar at the upper right hand corner.  That avatar also serves as a link to your profile and message boxes.  Follow the message boxes link down to your message inbox to see the response.  

 

Hopefully Andy can get the network engineering staff to assist. 

Re: Brutal latency/ping Recently

Singh31
I plan to stick around

Adding to this as this started happening to me as well here in Pickering as of Wednesday evening, making gaming in League and WoW unusable at times as I get lagspikes/packet loss every 10 minutes, as well as causing restarts in our IPTV system under ignite. Of course calling in they say it's fine because they're not testing for an intermittent issue.

Re: Brutal latency/ping Recently

herrshaun
I plan to stick around

@Datalink I tried doing a ping test to the first IP in a traceroute like you suggested to the other guy and got a ping spike of 65ms among 6-10ms pings. You said this is not cause for concern as long as I'm not experiencing packet loss, right?

 

Here are my signal levels since you're analyzing everyone else. Tell me if you see anything out of the ordinary.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-1.700740.946
2597000000256QAM-1.900840.366
3603000000256QAM-2.600940.366
4849000000256QAM-1.700240.946
5855000000256QAM-1.500340.366
6861000000256QAM-1.300440.946
7579000000256QAM-0.900540.946
8585000000256QAM-1.600640.366
9303000000256QAM-2.600140.946
10609000000256QAM-2.9001040.366
11615000000256QAM-2.4001140.366
12621000000256QAM-2.3001240.366
13633000000256QAM-1.4001340.366
14639000000256QAM-0.7001440.366
15645000000256QAM-0.4001540.946
16651000000256QAM0.3001640.366
17657000000256QAM0.9001740.366
18663000000256QAM1.8001840.366
19669000000256QAM1.9001940.946
20675000000256QAM1.8002040.946
21681000000256QAM2.1002140.946
22687000000256QAM2.1002240.946
23693000000256QAM2.1002340.946
24699000000256QAM2.2002440.946
25705000000256QAM2.2002540.946
26711000000256QAM2.2002640.946
27717000000256QAM1.6002740.946
28723000000256QAM1.2002840.946
29825000000256QAM-1.5002940.366
30831000000256QAM-1.4003040.366
31837000000256QAM-1.5003140.366
32843000000256QAM-1.9003240.366
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES2.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM35.75046400000
222100000ATDMA - 64QAM37.75013200000
330596000ATDMA - 64QAM36.50036400000
425300000ATDMA - 64QAM38.00023200000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

@Tolo did the fibre burial crew use a ditch witch to bury the conduit along the front of the homes?  If so, that conduit will be much deeper than the RG-6 cable that runs from the local tap. 

 

You're probably suffering from the latency and packet loss issues that have been plaguing the Rogers network over the last month.  Assuming so, I direct your attention to the following post by @RogersAndy 

 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457375#M59407

 

Fwiw, there's nothing evident in your signal levels that appears to be a problem.  The target signal level for the downstream DOCSIS 3.0 levels is 0 dBmV, so, yours are a little high, but, their ok where they are.  The signal to noise is ok.  The upstream levels is higher than normal for this modem, but well within spec.  The typical output is around 30 dBmV.  If you have a splitter installed on the inbound cable that splitter will drive up the output, just a question of the value of the port that feeds the modem.  

 

The OFDM channel is a mystery as there isn't enough data presented to determine its health.  Tech support has access to the signal level, signal to noise ratio and QAM data for the OFDM channel.  So, you would have to call tech support to inquire about the data, or @RogersAndy could check the OFDM data. 

Re: Brutal latency/ping Recently

Singh31
I plan to stick around

Here's my logs

Downstream
Channel Bonding Value
7
1
2
3
4
5
6
8
9
10
11
12
13
14
15
16
17
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
591 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 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
38.7 dB
40.2 dB
39.0 dB
38.8 dB
38.8 dB
39.3 dB
39.1 dB
38.4 dB
37.9 dB
37.8 dB
37.6 dB
37.7 dB
38.2 dB
38.1 dB
38.4 dB
38.3 dB
38.6 dB
38.6 dB
38.7 dB
38.6 dB
38.6 dB
38.7 dB
38.6 dB
39.0 dB
38.6 dB
38.5 dB
38.3 dB
37.7 dB
39.7 dB
39.3 dB
39.2 dB
39.0 dB
40.0 dB
NA
0.5 dBmV
-1.8 dBmV
3.3 dBmV
3.1 dBmV
2.9 dBmV
0.3 dBmV
0.1 dBmV
0.8 dBmV
1.1 dBmV
1.0 dBmV
1.0 dBmV
0.9 dBmV
0.8 dBmV
0.8 dBmV
0.6 dBmV
0.6 dBmV
0.6 dBmV
0.8 dBmV
0.9 dBmV
1.5 dBmV
1.4 dBmV
1.7 dBmV
1.6 dBmV
2.1 dBmV
1.9 dBmV
1.9 dBmV
1.7 dBmV
1.3 dBmV
3.4 dBmV
3.5 dBmV
3.4 dBmV
3.1 dBmV
0.3 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
22 MHz
25 MHz
30 MHz
36 MHz
2560
2560
5120
5120
47.0 dBmV
45.8 dBmV
47.3 dBmV
47.3 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
TDMA_AND_ATDMA
ATDMA
ATDMA

 

 

Re: Brutal latency/ping Recently

@herrshaun to run a ping test to check for packet loss, ping the second IP address in a trace to anywhere.  With the modem in Gateway mode with a direct connection, or with the modem in Bridge mode with a router behind it in full router mode, and an ethernet connection to the router:

 

1. The first IP address will be the modem (Gateway mode) , or router, if a router is in use with the modem in Bridge mode.  

The second IP address will be the Cable Modem Termination System (CMTS).  

 

Ping the second IP address, looking for packet loss.  You can't use this address for latency testing due to an internal timing problem with the 4582.  Ignore any high ping times that you see.  Typically a response time from the CMTS will be in the 8 to 13 milli-second timeframe.

 

To test for latency, ping Rogers Primary IPV4 DNS:  64.71.255.204   You should not see wild response times from the DNS, and you should not see a great amount of packet loss either.  There may be some packet loss, maybe a dozen pings across a whole day.  Its never perfect, but, you should not see a large packet loss, as in 1% or higher.  

 

Looking at your signal levels, they appear ok, nothing unusual pops out.  The DOCSIS 3.0 (channels 1 to 32) look fine for signal level and signal to noise ratios.  The upstream is a little higher than normal, but well within spec.  The modem typically runs around 30 dBmV for upstream signal level, but, if you happen to have a splitter installed on the inbound cable, that will drive up the upstream signal level out of the modem.  

 

The OFDM channel is a mystery as there isn't enough data presented to determine its health.  Tech support has access to the signal level, signal to noise ratio and QAM data for the OFDM channel.  So, you would have to call tech support to inquire about the data, or @RogersAndy could check the OFDM data. 

Re: Brutal latency/ping Recently

herrshaun
I plan to stick around

@Datalink I am pinging 64.71.255.204 right now and getting insane packet loss. What does this mean?

Re: Brutal latency/ping Recently

@Singh31 there's nothing in your signal levels that appear to be a problem.  The spread from high to low is a little large, but, it shouldn't cause any issues.  The upstream levels are high.  Typically we see a range from 36 to 40 dBmV for upstream level unless you're looking a CODA-4582 modem.  So, your upstream levels are at 46/47 dBmV, where the max DOCSIS spec for three or four channel upstream ops is 51 dBmV and where Rogers uses 52 dBmV as a failure point.  So, your upstream is climbing towards failure and is worth keeping an eye one.  Arguably its within spec.  

 

At the present time I'm going to direct your attention to the following post from @RogersAndy.

 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457375#M59407

 

There have been latency and packet loss problems over the last month which affect Rogers and TPIA customers, so, you're not the only one who has seen this.  Please have a look at that post and contact @RogersAndy for further assistance.

 

Re: Brutal latency/ping Recently

Singh31
I plan to stick around

Thanks for the reply, did send a PM out a while back, currently just running ping tests at the moment to try and spot when I'm getting packet loss.

 

Atm, here's a traceroute I did to WoW servers:

 

C:\WINDOWS\system32> tracert 24.105.62.129

Tracing route to 24.105.62.129 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 10.0.0.1
2 12 ms 13 ms 9 ms 99.231.242.1
3 12 ms 18 ms 22 ms 8081-dgw02.ajax.rmgt.net.rogers.com [67.231.222.109]
4 19 ms 9 ms 8 ms 3000-dgw01.ajax.rmgt.net.rogers.com [209.148.236.73]
5 12 ms 9 ms 9 ms 209.148.236.57
6 23 ms 25 ms 22 ms 209.148.235.101
7 29 ms 32 ms 21 ms eqix-ix-ch1.blizzard.com [208.115.136.85]
8 47 ms 159 ms 164 ms ae1-br01-eqch2.as57976.net [137.221.69.33]
9 21 ms 19 ms 21 ms be1-pe1-eqch2.as57976.net [137.221.69.67]
10 22 ms 21 ms 21 ms chi-eqch2-ia-bons-02.as57976.net [137.221.66.11]
11 22 ms 19 ms 21 ms 24.105.62.129

Re: Brutal latency/ping Recently

Ok, so, just to recap, you were pinging the second IP address in the trace, which is the CMTS and did not see any packet loss?

 

Then, pinging Rogers Primary IPV4 DNS, you end up with a huge packet loss, correct?  That translates to some issue at the CMTS or beyond, somewhere between the CMTS and the Domain Name Server.  And ..... it shouldn't be happening.

 

If you're running IPV6, can you also ping the IPV6 DNS, just to check for any difference.  The IPV6 DNS servers are:

 

Primary IPv6 DNS:

 

2607:f798:18:10:0:640:7125:5204

 

Secondary IPv6 DNS:

 

2607:f798:18:10:0:640:7125:5198

 

Let me refer you to the following post as well by @RogersAndy:

 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457375#M59407

 

Re: Brutal latency/ping Recently

Singh31
I plan to stick around

Right now I'm currently getting no packet loss, but it has been on and off all evening. The pings from the data are to the Blizzard servers.

 

Here's the IPV6 Ping I got:

Pinging 2607:f798:18:10:0:640:7125:5204 with 32 bytes of data:
Reply from 2607:f798:18:10:0:640:7125:5204: time=12ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=12ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=13ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=22ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=15ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=13ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=14ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=16ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=13ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=12ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=19ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=16ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=18ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=22ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=18ms

Ping statistics for 2607:f798:18:10:0:640:7125:5204:
Packets: Sent = 25, Received = 25, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 22ms, Average = 13ms

 

Right now it's all good, but again it's been an intermittent issue, so I'll keep testing to see if I can catch it on a test.

Re: Brutal latency/ping Recently

herrshaun
I plan to stick around

@Datalink I have started pinging the IPV6 DNS address and it far more stable. I will let you know the results of the test (3600 pings) when it's finished.

Re: Brutal latency/ping Recently

@Singh31 those high time returns on hop #8 are from a blizzard server.  Its actually good that the trace is running all the way thru.  What we've seen recently is that the trace would die within Blizzard's servers, and that a reverse trace using Blizzard's Looking Glass would fail within Roger's network, so, fingers are pointed in both directions.  If you're noticing latency or packet loss please contact @RogersAndy to add your name to the affected list.  I'm hoping that the list will in fact receive the attention that it requires !!!!

Re: Brutal latency/ping Recently

Singh31
I plan to stick around

I've reached out to Andy through PM and I'm hopefully something can be done because it's brutal right now to try and raid.

Re: Brutal latency/ping Recently

NeRo2_O
I've been here awhile

It's been about a week for me @Singh31  where its been unplayable for me. (Pubg, Battlefield V, Modern Warfare).  A couple people from the community where i live reached out to me and are also having this issue. (I'll make sure they post here as well) Hopefully it'll get resolved soon.

Re: Brutal latency/ping Recently

Singh31
I plan to stick around

My cousin who lives in downtown Toronto has had it for 2 weeks, and gave up with repeated runarounds from TS, switching to Beanfield. WoW has become unplayable for both us.