Consistent High Latency and No Help

[emr153]

Does anyone else experience this these high latency issues? If so, did you find a solution? I have contacted Rogers technical support 9 times and they have sent over a senior technician to investigate. The problem is still persisting. Here is a tracert from a wired computer. ALso i'm located in Simcoe Region. 

**Labels Updated**

[ottawaalan]

Similar issues in Ottawa! It's killing me.

[RogersTony]

Hello, @emr153 & @ottawaalan 

Welcome to the Rogers Community Forums!

We definitely want to help you get your service working better, I know how frustrating it is to deal with high latency. The screenshot you shared is hard to read, can you copy and paste the results for us to review here?

@ottawaalan - Please follow the steps here to send us a ping test and traceroute to review. 

We look forward to hearing from you.

RogersTony

[ottawaalan]

NOTE: not surprisingly, my internet dropped in the middle of this test sequence. I also had timeouts. Postal code is K2C4E7. Beyond frustrated. I have had two site visits where my modem has been swapped with absolutely zero improvement.

Microsoft Windows [Version 10.0.22631.4602]
(c) Microsoft Corporation. All rights reserved.

C:\Users\amdsouza>ping -n 50 www.google.com

Pinging www.google.com [142.250.69.132] with 32 bytes of data:
Reply from 142.250.69.132: bytes=32 time=22ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=18ms TTL=118
Reply from 142.250.69.132: bytes=32 time=34ms TTL=118
Reply from 142.250.69.132: bytes=32 time=19ms TTL=118
Reply from 142.250.69.132: bytes=32 time=69ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=27ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118
Reply from 142.250.69.132: bytes=32 time=24ms TTL=118
Reply from 142.250.69.132: bytes=32 time=20ms TTL=118
Reply from 142.250.69.132: bytes=32 time=30ms TTL=118
Reply from 142.250.69.132: bytes=32 time=22ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118
Reply from 142.250.69.132: bytes=32 time=21ms TTL=118
Reply from 142.250.69.132: bytes=32 time=22ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=26ms TTL=118
Reply from 142.250.69.132: bytes=32 time=24ms TTL=118
Reply from 142.250.69.132: bytes=32 time=21ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118
Reply from 142.250.69.132: bytes=32 time=18ms TTL=118
Reply from 142.250.69.132: bytes=32 time=29ms TTL=118
Reply from 142.250.69.132: bytes=32 time=18ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=21ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=21ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118
Reply from 142.250.69.132: bytes=32 time=20ms TTL=118
Reply from 142.250.69.132: bytes=32 time=22ms TTL=118
Reply from 142.250.69.132: bytes=32 time=19ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=16ms TTL=118
Reply from 142.250.69.132: bytes=32 time=802ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=17ms TTL=118
Reply from 142.250.69.132: bytes=32 time=15ms TTL=118

Ping statistics for 142.250.69.132:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 802ms, Average = 35ms

C:\Users\amdsouza>ping -n 50 www.google.com
Ping request could not find host www.google.com. Please check the name and try again.

<<< INTERNET DROPPED AT THIS POINT FOR ONE MINUTE >>>

C:\Users\amdsouza>ping -n 50 www.google.com

Pinging www.google.com [142.250.69.36] with 32 bytes of data:
Reply from 142.250.69.36: bytes=32 time=49ms TTL=117
Reply from 142.250.69.36: bytes=32 time=96ms TTL=117
Reply from 142.250.69.36: bytes=32 time=25ms TTL=117
Reply from 142.250.69.36: bytes=32 time=30ms TTL=117
Reply from 142.250.69.36: bytes=32 time=18ms TTL=117
Reply from 142.250.69.36: bytes=32 time=23ms TTL=117
Reply from 142.250.69.36: bytes=32 time=20ms TTL=117
Reply from 142.250.69.36: bytes=32 time=17ms TTL=117
Reply from 142.250.69.36: bytes=32 time=22ms TTL=117
Reply from 142.250.69.36: bytes=32 time=18ms TTL=117
Reply from 142.250.69.36: bytes=32 time=26ms TTL=117
Reply from 142.250.69.36: bytes=32 time=17ms TTL=117
Reply from 142.250.69.36: bytes=32 time=23ms TTL=117
Reply from 142.250.69.36: bytes=32 time=17ms TTL=117
Reply from 142.250.69.36: bytes=32 time=10ms TTL=117
Reply from 142.250.69.36: bytes=32 time=21ms TTL=117
Reply from 142.250.69.36: bytes=32 time=19ms TTL=117
Reply from 142.250.69.36: bytes=32 time=28ms TTL=117
Reply from 142.250.69.36: bytes=32 time=32ms TTL=117
Reply from 142.250.69.36: bytes=32 time=19ms TTL=117
Reply from 142.250.69.36: bytes=32 time=14ms TTL=117
Reply from 142.250.69.36: bytes=32 time=24ms TTL=117
Reply from 142.250.69.36: bytes=32 time=32ms TTL=117
Reply from 142.250.69.36: bytes=32 time=18ms TTL=117
Reply from 142.250.69.36: bytes=32 time=19ms TTL=117
Reply from 142.250.69.36: bytes=32 time=25ms TTL=117
Reply from 142.250.69.36: bytes=32 time=15ms TTL=117
Reply from 142.250.69.36: bytes=32 time=37ms TTL=117
Reply from 142.250.69.36: bytes=32 time=66ms TTL=117
Reply from 142.250.69.36: bytes=32 time=64ms TTL=117
Reply from 142.250.69.36: bytes=32 time=77ms TTL=117
Reply from 142.250.69.36: bytes=32 time=17ms TTL=117
Reply from 142.250.69.36: bytes=32 time=19ms TTL=117
Request timed out.
Request timed out.
Reply from 142.250.69.36: bytes=32 time=18ms TTL=117
Reply from 142.250.69.36: bytes=32 time=24ms TTL=117
Reply from 142.250.69.36: bytes=32 time=24ms TTL=117
Reply from 142.250.69.36: bytes=32 time=22ms TTL=117
Reply from 142.250.69.36: bytes=32 time=14ms TTL=117
Reply from 142.250.69.36: bytes=32 time=14ms TTL=117
Reply from 142.250.69.36: bytes=32 time=34ms TTL=117
Reply from 142.250.69.36: bytes=32 time=26ms TTL=117
Reply from 142.250.69.36: bytes=32 time=17ms TTL=117
Reply from 142.250.69.36: bytes=32 time=43ms TTL=117
Reply from 142.250.69.36: bytes=32 time=16ms TTL=117
Reply from 142.250.69.36: bytes=32 time=17ms TTL=117
Reply from 142.250.69.36: bytes=32 time=15ms TTL=117
Reply from 142.250.69.36: bytes=32 time=17ms TTL=117
Reply from 142.250.69.36: bytes=32 time=9ms TTL=117

Ping statistics for 142.250.69.36:
Packets: Sent = 50, Received = 48, Lost = 2 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 96ms, Average = 26ms

C:\Users>

[ottawaalan]

Adding tracert output. Note the first attempt failed to resolve www.google.com. The second attempt was done immediately after that.

Microsoft Windows [Version 10.0.22631.4602]
(c) Microsoft Corporation. All rights reserved.

C:\Users>tracert www.google.com
Unable to resolve target system name www.google.com.

C:\Users>tracert www.google.com

Tracing route to www.google.com [142.250.69.132]
over a maximum of 30 hops:

1 8 ms 4 ms 1 ms 10.0.0.1
2 38 ms 14 ms 11 ms pool-174-112-68-1.cpe.net.cable.rogers.com [174.112.68.1]
3 13 ms 13 ms 24 ms 66.185.91.221
4 16 ms 11 ms 15 ms 209.148.231.73
5 28 ms 35 ms 26 ms unallocated-static.rogers.com [72.139.139.190]
6 * * * Request timed out.
7 18 ms 26 ms 22 ms 192.178.86.251
8 17 ms 17 ms 24 ms 172.253.77.243
9 15 ms 12 ms 16 ms tzyula-ab-in-f4.1e100.net [142.250.69.132]

Trace complete.

C:\Users>tracert www.google.com

Tracing route to www.google.com [142.250.69.132]
over a maximum of 30 hops:

1 9 ms 2 ms 2 ms 10.0.0.1
2 20 ms 15 ms 12 ms pool-174-112-68-1.cpe.net.cable.rogers.com [174.112.68.1]
3 16 ms 5 ms 5 ms 66.185.91.221
4 21 ms 16 ms 41 ms 209.148.231.73
5 29 ms 20 ms 18 ms unallocated-static.rogers.com [72.139.139.190]
6 * * * Request timed out.
7 19 ms 15 ms 49 ms 192.178.86.251
8 17 ms 16 ms 16 ms 172.253.77.243
9 28 ms 17 ms 30 ms tzyula-ab-in-f4.1e100.net [142.250.69.132]

Trace complete.

C:\Users>