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 ***

[super_robot]

lol, you know times are hard when ~1% packet loss is "ok".

[GotRobbed]

I mean, it's really not.. but compared to not even able to send emails.. I'll take it for now..

[liQuid03x]

I am a live streamer and was having massive upload latency issues which started last Sunday and persisted.

One of my viewers, a network engineer at an American ISP, suggested that I disable IPv6 at the network adapter level. He offered a long explanation on why this could be an issue on the ISP's end.

Ever since I did that, knock on wood, no issues.

[zRa]

We are having so many issues with our rogers internet when it comes to ping spikes and packet loss. Every other week this issue seems to occur. I am literally pinging google.ca and having a number of issues. Please see below our DOCSIS WAN results and ping test results

Hard-wired to the modem (CAT6 Ethernet Cord).

C:\Users\Admin>ping google.ca -t

Pinging google.ca [172.217.1.163] with 32 bytes of data:
Reply from 172.217.1.163: bytes=32 time=36ms TTL=54
Reply from 172.217.1.163: bytes=32 time=18ms TTL=54
Reply from 172.217.1.163: bytes=32 time=26ms TTL=54
Reply from 172.217.1.163: bytes=32 time=34ms TTL=54
Reply from 172.217.1.163: bytes=32 time=17ms TTL=54
Reply from 172.217.1.163: bytes=32 time=25ms TTL=54
Reply from 172.217.1.163: bytes=32 time=22ms TTL=54
Reply from 172.217.1.163: bytes=32 time=28ms TTL=54
Reply from 172.217.1.163: bytes=32 time=16ms TTL=54
Reply from 172.217.1.163: bytes=32 time=25ms TTL=54
Reply from 172.217.1.163: bytes=32 time=25ms TTL=54
Reply from 172.217.1.163: bytes=32 time=52ms TTL=54
Reply from 172.217.1.163: bytes=32 time=49ms TTL=54
Reply from 172.217.1.163: bytes=32 time=23ms TTL=54
Reply from 172.217.1.163: bytes=32 time=16ms TTL=54
Reply from 172.217.1.163: bytes=32 time=14ms TTL=54
Reply from 172.217.1.163: bytes=32 time=30ms TTL=54
Reply from 172.217.1.163: bytes=32 time=401ms TTL=54
Reply from 172.217.1.163: bytes=32 time=628ms TTL=54
Reply from 172.217.1.163: bytes=32 time=954ms TTL=54
Reply from 172.217.1.163: bytes=32 time=1783ms TTL=54
Reply from 172.217.1.163: bytes=32 time=1325ms TTL=54
Request timed out.
Reply from 172.217.1.163: bytes=32 time=481ms TTL=54
Reply from 172.217.1.163: bytes=32 time=18ms TTL=54
Reply from 172.217.1.163: bytes=32 time=15ms TTL=54
Reply from 172.217.1.163: bytes=32 time=15ms TTL=54
Reply from 172.217.1.163: bytes=32 time=23ms TTL=54
Reply from 172.217.1.163: bytes=32 time=26ms TTL=54
Reply from 172.217.1.163: bytes=32 time=15ms TTL=54
Reply from 172.217.1.163: bytes=32 time=1972ms TTL=54
Reply from 172.217.1.163: bytes=32 time=17ms TTL=54
Reply from 172.217.1.163: bytes=32 time=32ms TTL=54
Reply from 172.217.1.163: bytes=32 time=1325ms TTL=54
Reply from 172.217.1.163: bytes=32 time=724ms TTL=54
Reply from 172.217.1.163: bytes=32 time=672ms TTL=54
Reply from 172.217.1.163: bytes=32 time=485ms TTL=54
Reply from 172.217.1.163: bytes=32 time=51ms TTL=54
Reply from 172.217.1.163: bytes=32 time=17ms TTL=54
Reply from 172.217.1.163: bytes=32 time=467ms TTL=54
Reply from 172.217.1.163: bytes=32 time=13ms TTL=54
Reply from 172.217.1.163: bytes=32 time=36ms TTL=54
Reply from 172.217.1.163: bytes=32 time=12ms TTL=54
Reply from 172.217.1.163: bytes=32 time=14ms TTL=54
Reply from 172.217.1.163: bytes=32 time=21ms TTL=54
Reply from 172.217.1.163: bytes=32 time=55ms TTL=54
Reply from 172.217.1.163: bytes=32 time=19ms TTL=54
Reply from 172.217.1.163: bytes=32 time=17ms TTL=54
Reply from 172.217.1.163: bytes=32 time=17ms TTL=54
Reply from 172.217.1.163: bytes=32 time=14ms TTL=54
Reply from 172.217.1.163: bytes=32 time=22ms TTL=54
Reply from 172.217.1.163: bytes=32 time=12ms TTL=54
Reply from 172.217.1.163: bytes=32 time=20ms TTL=54
Reply from 172.217.1.163: bytes=32 time=25ms TTL=54
Reply from 172.217.1.163: bytes=32 time=20ms TTL=54
Reply from 172.217.1.163: bytes=32 time=22ms TTL=54
Reply from 172.217.1.163: bytes=32 time=23ms TTL=54
Reply from 172.217.1.163: bytes=32 time=27ms TTL=54
Reply from 172.217.1.163: bytes=32 time=13ms TTL=54
Reply from 172.217.1.163: bytes=32 time=9ms TTL=54
Reply from 172.217.1.163: bytes=32 time=20ms TTL=54
Reply from 172.217.1.163: bytes=32 time=495ms TTL=54
Reply from 172.217.1.163: bytes=32 time=681ms TTL=54
Reply from 172.217.1.163: bytes=32 time=724ms TTL=54
Reply from 172.217.1.163: bytes=32 time=20ms TTL=54

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	7.000	7	40.946
2	597000000	256QAM	6.500	8	40.366
3	603000000	256QAM	5.900	9	40.946
4	855000000	256QAM	5.400	3	40.366
5	861000000	256QAM	6.100	4	40.366
6	579000000	256QAM	6.200	5	40.366
7	585000000	256QAM	6.700	6	40.366
8	849000000	256QAM	5.100	2	40.366
9	609000000	256QAM	5.700	10	40.366
10	615000000	256QAM	5.700	11	40.366
11	621000000	256QAM	5.900	12	40.366
12	633000000	256QAM	7.000	13	40.366
13	639000000	256QAM	7.400	14	40.946
14	645000000	256QAM	7.500	15	40.366
15	651000000	256QAM	7.600	16	40.946
16	657000000	256QAM	7.800	17	40.366
17	663000000	256QAM	7.800	18	40.946
18	669000000	256QAM	8.000	19	40.366
19	675000000	256QAM	7.900	20	40.946
20	681000000	256QAM	8.000	21	40.366
21	687000000	256QAM	8.300	22	40.366
22	693000000	256QAM	8.600	23	40.946
23	699000000	256QAM	8.600	24	40.946
24	705000000	256QAM	8.200	25	40.366
25	711000000	256QAM	7.700	26	40.366
26	717000000	256QAM	7.300	27	40.366
27	723000000	256QAM	6.900	28	40.366
28	825000000	256QAM	5.700	29	40.946
29	831000000	256QAM	6.000	30	40.366
30	837000000	256QAM	5.700	31	40.366
31	843000000	256QAM	5.200	32	40.366
32	279000000	256QAM	3.700	1	40.366

Please help

[herrshaun]

@liQuid03x How long did you test before posting this?

Just tried it for myself and it didn't work.

[liQuid03x]

About 16 hours of constant uploading. As mentioned, this may not work for you as we quite likely have different underlying issues. So far it's been stable for me since doing that though.

[Mike_x_Wilk]

What exactly do the engineering staff need to do?

[-G-]

---

@Mike_x_Wilk wrote:

What exactly do the engineering staff need to do?

---

Part of the problem is that Rogers won't say much about what they are doing to expand/change their network; just general statements of direction in their Annual Reports.  Something is cooking backstage but they haven't announced anything yet.  I don't know what they are currently in the midst of doing so I can't say what thing(s) needs to be done to fix the problems that we are seeing.

I know that I have seen latency spikes as high as 12000 ms and that it had been caused by problems in my local node.  The node/CMTS is what's at the other end of the connection to your cable modem.  It has an "RF component" that communicates with your modem over multiple channels.  It also has a "router component" that routes IP packets between home networks and Rogers' core network and the Internet.  The node also provides the "last mile" connectivity for third-party Internet providers (TPIA's) such as Start, Teksavvy, Ebox, etc.

Rumour has it that Rogers has several initiatives on the go that would affect the local node:

TPIA's have been clamouring for native IPv6 support; to this day, they only have been able to offer IPv4 connectivity to their customers over Cable.

Rogers has been talking about expanding FTTH to more areas... and likely going beyond RFoG to a Distributed PON architecture and implementing EPON, possibly DPoE.  This would necessitate substantial changes to the node and would likely also entail additional network architecture changes if they switch to a Distributed Access or Distributed/Virtual CCAP architecture.

They have also been talking about DOCSIS 3.1 upstream for ages.  Are the hardware/software changes associated with this also plagued by bugs?

They probably also have plans to allocate space for D3.1 upstream channels as as well as additional downstream channels, and rejig the allocations for D3.0 channels.  Even if they are actively making these changes, it should not have been responsible for causing any of the problems that we are discussing here; at least I don't think so.

Rogers isn't saying what they are doing or what they backed out to temporarily fix the problems for some of us.  I can only guess.  However, if the problems are being caused by changes that absolutely must be implemented now, some areas might have to ride out the storm until another workaround or fix can be developed, tested and implemented.

[herrshaun]

I hope nobody takes this the wrong way, but with COVID-19 going around and the quarantine measures in effect, we can expect this to go on for at least another month...

[Protoss42]

I have been getting massive latency spikes with Rogers in Toronto. I have a picture of my latency graphs over time and it clearly shows this is an ISP issue.
https://imgur.com/a/8wLYiIK

these spikes have made gaming incredibly difficult with constant freezes. I contacted Rogers and they said they would "investigate my modem and the surrounding area for 3 days".

Im glad to know its not only me here, Toronto area

[Mike_x_Wilk]

Well, I stayed with tech support for over an hour today and an agent was never assigned except for the one that told me I had the wrong internet and needed to transfer me to the Ignite Team. The Ignite team never took the forwarded call... I was on hold for 40 minutes before giving up.

When, or if, they answer, I would like to be able to tell them something. Obviously you hounded them in just the right way and they fixed the issue. I was simply asking for that.

[Protoss42]

Thanks for your responses!
Just wanted to add https://imgur.com/a/8wLYiIK a ping graph that I did today and this has been happening consistently, making games that require a stable connection impossible to play.

C:\Users\PatMarch>tracert google.ca

Tracing route to google.ca [2607:f8b0:400b:800::2003]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms hitronhub.home [2607**********deleted
2 10 ms 14 ms 9 ms 2607:f798:804:cd::1
3 22 ms 23 ms 13 ms 2607:f798:10:5c5f:0:672:3122:1177
4 8 ms 8 ms 9 ms 2607:f798:10:3ab:0:690:6324:8117
5 10 ms 7 ms 10 ms 2607:f798:10:353::1
6 9 ms 12 ms 9 ms 2001:4860:1:1:0:32c:0:8
7 * * * Request timed out.
8 9 ms 28 ms 172 ms 2001:4860:0:1::1fb9
9 8 ms 7 ms 7 ms yyz12s04-in-x03.1e100.net [2607:f8b0:400b:800::2003]

I have been consistently getting this result and don't know what to do next

[herrshaun]

@Protoss42 Send this off to @CommunityHelps and they will forward it to the engineering department. Don't expect much to come of that, but it will create one more ticket proving to them they have a job to do.

[Datalink]

@Protoss42 can you delete everything on hop #1 to the right of 2607:

Hop #1 on an IPV6 trace provides the exact IPV6 address of the modem which shouldn't be posted in an open forum. 

Your results actually aren't that bad.  You have one hop that times out but 7 or 8 milli-seconds to google.ca isn't a bad result.  The other intermediate hops aren't too bad either.  Hop #3 has a couple of higher ping times but it also returns a 13 ms time as well, so, not terrible. 

[Protoss42]

I am getting the same issues right now!

[Protoss42]

Thank you

[Db32]

Just had a tech out for the third time. I’ve been watching this threads for weeks... I’ve been already aware Rogers an as the technician said the whole country are having problems. The funny thing the techs phone shows my speed at 450 mbs down. In front of him I used three different apps to test my speeds and could not replicate what his device shown. So then I used the same software he was using to check speeds and right in front of him got the same speeds that my other apps were showing. Clearly Rogers speed tests on their phones are rigged to give a false depiction of the speeds. That’s annoying enough. Feeling of bein lied too! Like I told the technician what bothers me the most is the company has not released a email or a public announcement/ acknowledgement of the issues we are having. All the while we pay for these poor services. As I said to the tech I shouldn’t even have to call to get my bill discounted that should be automatic in good faith! They won’t release a statement to their customers in hops to keep down bad press and stop people from jumping ship (losing money). It is a dam shame because a lot of company's are better in this department. No one likes being scammed. Last thing the tech had said because he felt guilty was “I can’t tell you what it is they are doing... but it is being fixed”. This tech was a little more knowledgeable then your average technician on the subject. Heres to hoping all the government not able to skype call and work from home, gets us some relief a little bit faster... as the strain on the network now will be more severe and noticed by all! Cheers!

[GotRobbed]

I can attest to the speed discrepancy. I am typically getting 1/5 of what I am paying for (80-120mbps on a 500mbps connection)

[Db32]

I also want to point out I respect all the very intelligent and knowledgeable people that work on these forums or just help people on these forums! I realize a lot of what I say is not correct or accurate. But bottom line is I’m a paying customer and I’m just a little peed off and if posting my frustrations on this thread helps me and even someone new to the thread then this thread is a success! Bottom line is Rogers not informing me of my affected services is wrong and more people should voice their opinions. They pretty much have a monopoly in the cable, tv, internet field and with that comes a lot of power. So much so they feel they don’t even owe us answers! Think about that for a minute. Cheers

[numairh]

I finally fixed it, I switched to Bell. For anyone who has that option, do it, but for those that don't, . that sucks for you.

Ha and on the phone call to cancel the rogers guys was trying to tell me its not rogers fault, its probably the wires in my house. And he also said thats how Rogers internet is supposed to work, its supposed to cut out every minute at night time, because thats what congestion is. Real geniuses you have working for you Rogers. How about you train your daft employees to not give out speculation as help, they obviously know nothing. He was actually arguing with me and trying to tell me how I was wrong, the guy knew absolutely nothing.

[liQuid03x]

I made the tough decision to try out Bell at my new place. We're moving in a few days to a brand new construction area which offerd a ridiculous 99$ deal FTTH 1.5Gbps down/940mbps up with their Better TV and home phone (why???). Anyways... It was a no brainer. As much as I hate Bell, I really hate Rogers' response to these on going issues.

Also FTTH should be a lot better. As a live streamer, I need something consistent. Let's hope I don't regret this decision. I was with Rogers for the past 15 years.

Good luck guys.