Brutal latency/ping Recently

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I Plan to Stick Around
Posts: 14

Re: Brutal latency/ping Recently

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Yes I also have cable tv

I Plan to Stick Around
Posts: 14

Re: Brutal latency/ping Recently

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Resident Expert
Resident Expert
Posts: 6,450

Re: Brutal latency/ping Recently

Ok, so, the signal levels look ok, and the ping time to the modem looks good.  Can you determine if the cable to the modem is connected to the Voip port on that amp?  If you're not running a Voip phone, that port should be used for the modem. 



Moderator
Moderator
Posts: 323

Re: Brutal latency/ping Recently

Hey @t27c and @Visuria!

 

It's definitely clear from the information provided that there's a visible issue. It'll come down to a matter of identifying what's going on and taking the necessary steps to resolve it. Datalink made some incredibly helpful observations as well so as always thanks so much! I would like to note that in speaking with Tier II support, their time available to assist is limited to the time they spend on the phone with you, and in cases such as this, that may not be sufficient. If you have though spoken with them we can review their notes and speak with them directly if needed. I would highly recommend reaching out to @CommunityHelps so we can take a closer look at things like area network impact, RF, noise, congestion and determine the next best steps for you.

 

As much as seeing these types of issues is painful, and knowing firsthand how incredibly destructive this can be to a gaming/streaming experience, the one positive I can provide from all of this is that solving these types of issues has become a huge passion for me. It's what I now spend a lot of my weeks doing and I'm looking forward to getting to the bottom of this for you both.

 

@RogersAndy

I Plan to Stick Around
Posts: 25

Re: Brutal latency/ping Recently

@RogersAndy Thank you for your timely response. So far my experience on these forums have been great. And I do actually feel as though my problems are being heard and understood how frustrating it can be when these types of issues happen. I appreciate your will to find out the cause of this nasty problem I’m having. I will reach out to @CommunityHelps at once
I Plan to Stick Around
Posts: 14

Re: Brutal latency/ping Recently

I dont have voip. I can't determine it by looking, I can check later on by just unplugging it and seeing if it loses connection that way though right?

Resident Expert
Resident Expert
Posts: 6,450

Re: Brutal latency/ping Recently

Yup, that works.  Be careful when you reinstall the connector onto the amp, that you don't over torque the connector.  Just slightly beyond hand tight is good.  



Resident Expert
Resident Expert
Posts: 6,450

Re: Brutal latency/ping Recently

@t27c when you have time, can you run the following traces and post the result.  Run the traces one after the other as they complete and then post the three of them in one post.  I'm wondering where the paths to the Rogers DNS, Google DNS and OpenDNS diverge, given that you see 20% or more pinging the Rogers DNS and no losses from the other DNS targets.  You shouldn't see any loss to the Rogers DNS and very little loss, if any to any DNS outside of Rogers.  If you ran a test for 24 hours, at a faster rate, which is what I run, you should see a loss somewhere below 0.1%

 

Ok, so, just to see where the paths diverge:

 

tracert 64.71.255.204

 

tracert 8.8.8.8

 

tracert 208.67.222.222



I Plan to Stick Around
Posts: 25

Re: Brutal latency/ping Recently

@Datalink

 

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 hitronhub.home [192.168.0.1]
2 35 ms 22 ms 66 ms 99.255.58.1
3 49 ms 79 ms 31 ms 8177-dgw02.ktgc.rmgt.net.rogers.com [69.63.242.189]
4 26 ms 19 ms 38 ms 69.63.249.209
5 47 ms 18 ms 45 ms 209.148.227.157
6 28 ms 34 ms 40 ms 10.202.47.161
7 32 ms 31 ms 35 ms dns.cp.net.rogers.com [64.71.255.204]

Trace complete.

 

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

1 1 ms 1 ms 1 ms hitronhub.home [192.168.0.1]
2 19 ms 73 ms 41 ms 99.255.58.1
3 27 ms 15 ms 13 ms 8177-dgw02.ktgc.rmgt.net.rogers.com [69.63.242.189]
4 43 ms 42 ms 77 ms 209.148.237.53
5 37 ms 87 ms 41 ms 209.148.230.6
6 60 ms 33 ms 31 ms 72.14.222.87
7 45 ms 22 ms 39 ms 74.125.244.161
8 49 ms 94 ms 29 ms 216.239.42.61
9 56 ms 23 ms 16 ms dns.google [8.8.8.8]

Trace complete.

 

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

1 4 ms 1 ms 1 ms hitronhub.home [192.168.0.1]
2 35 ms 61 ms 37 ms 99.255.58.1
3 60 ms 21 ms 30 ms 8177-dgw01.ktgc.rmgt.net.rogers.com [69.63.242.185]
4 73 ms 30 ms 59 ms 69.63.249.205
5 16 ms 73 ms 36 ms 209.148.235.42
6 42 ms 75 ms 26 ms opendns.ip4.torontointernetxchange.net [206.108.34.229]
7 31 ms 63 ms 47 ms resolver1.opendns.com [208.67.222.222]

Trace complete.

I'm Here A Lot
Posts: 7

Re: Brutal latency/ping Recently

i've had the exact same issue since last august, after having 4 technicians come in, 3 different modems, and a lot of different diagnostic tests rogers finally located the problem and blamed the issue on external hops and said there is nothing they can do about it because its not their fault which sounds like obvious scripted words they give the customer reps to feed us. 

hw7 & bayview area, 6 months of this now where i have not been able to game properly anytime between 4pm-1am on weekdays, all day saturday and sunday.  worst part is bell only offers up to 50mbps/10mbps DSL in my neighbourhood so i'm basically stuck with rogers until they fix it, which they won't even admit is their fault to begin with.

this is infuriating.