Extremely high Ping

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I'm Here A Lot
Posts: 5

Re: Extremely high Ping

got a tech sent out, the guy on live chat said something with the line was poor. i am connected wired, directly to the 3825 with an ethernet cable. as for the spikes, there is no pattern, it happens in the morning, to late at night and throughout the day. Sometimes it lasts for minutes other times seconds, i could go on playing for 2-3 hrs with nothing while on other days, 5 mins into the game and im at 300ms.

Resident Expert
Resident Expert
Posts: 13,707

Re: Extremely high Ping

well, thats at least a good sign, that the person saw it.


The tech hopefuly can check the lines inside and out, so see if they can track it down.. possibly a signal booster may be all that is needed.


Good luck!

I Plan to Stick Around
Posts: 42

Re: Extremely high Ping

So this ended up being a problem outside the home?  I'm getting this tonight, it started all of a sudden with no changes to my network.  If I ping www.rogers.com I get 25% paket loss and average ping of 1600.

Anyone else in the 613 area code getting this?

I've Been Here Awhile
Posts: 2

Re: Extremely high Ping

Super high ping... wired + wireless when playing games and internet seems to drop every few minutes


I think this is on rogers end because it was working fine a week ago.

So I have the 60/10 hybrid fiber and the cisco DP3825 modem and when I'm playing any sort of game I'm getting very high latency. ON the speedtest (http://www.speedtest.net/) I get normal speeds then it drops to almost zero then it shoots back up to high speeds. When downloading something I get normal speeds for a bit then suddenly it dips below 200kbps and then shoots back up over 1mb. Any help? Or do I just wait it out till rogers fixes it

Posts: 1,301

Re: Extremely high Ping

Hello @Armya, Welcome to the Rogers Community Forums!Smiley Happy


Thank you for your post. I can understand it’s not convenient when the Internet connection keeps dropping, I can surely help in troubleshooting and resolving the issue.


The speedtest link which you have in your post is not working; please re-post the results while running it on a wired connection. Also would you please post the readings for Downstream and Upstream channels listed under Status/DOCSIS WAN tab. These readings will help in determining the next step.


Thank you for your patience.


I've Been Here Awhile
Posts: 2

Re: Extremely high Ping

Here is the DOCSIS WAN





DOCSIS LOG: http://prntscr.com/7xrju9

.So on a speedtest (all of them vary but I'm getting this more or less consistantly), what happens is the connection goes up to say 50mbps for a bit then suddenly drops to 20mbps and keeps dropping then it shoots back up really fast as if the connection was dropped.

I made a reddit post about this a couple days ago as this is been happening since last week. 


it seems a few other users are also reporting the same thing. The thing about this is I know it isn't on my end because it was working perfectly early last week.

Resident Expert
Resident Expert
Posts: 13,707

Re: Extremely high Ping

A sudden spike at the begining is normal, which is the SPEED BOOST taking effect.

That being said.. but the drop should be down to pretty much your regular speed then.. the spike being ABOVE.

Posts: 1,301

Re: Extremely high Ping

Hello, @Armya


Thank you for posting the reading of Downstream and Upstream channels. Downstream signal levels are fine, however, Upstream signal levels are higher than normal. The accepted level is up to 52 dBmV.


The signal levels on your modem should not cause the speed fluctuations. To better understand the issue, would you please answer the following questions, thank you.


  1. Are you testing the speed on WiFi connection?
  2. Are you using “Auto channels” option or using static/manual channels for WiFi?
  3. Is the speed fluctuation happening at a certain time of the day?
  4. Did anything change in the past week like location or position of the modem etc.?

The answers will help us in finding the solution and if it required we can engage a team member from @CommunityHelps to further investigate the issue.


Thank you for your patience!




I'm Here A Lot
Posts: 7

Re: Extremely high Ping

I've been having this issue for several weeks and have a case open with rogers. I got two sets of advice and I was hoping I'd get some guidance on what to do next. The last rogers rep I've spoken to over the phone told me that if the tech visit didn't fix it, I had to call again to get a maintenance team to work on it next. He assumed it was an issue with a booster, but it turns out we don't have one. However, the tech who visited us at home said that if nothing was fixed (he replaced a cable in our home), we needed to call the number he gave us and ask the person to replace the cable running from our house throughout the neighborhood.


Now to describe the issue. It gets worse in the evenings, and we've also had bad episodes early in the mornings as well. Weather doesn't seem to affect it. Generally speaking, at any time of the day, if I ping google from the command prompt I will get a spike of 200-600 ms after a few minutes. On a good day, this will happen only once in a minute or two, on the bad evenings it's pretty much constant, I can average 100ms with a high of 600+. This is an issue not only for my gaming but for other family members who work from home via a remote connection. It's also irritating when we're watching stuff on Shomi or Netflix and the quality drops and returns to normal very often. It happens on all three computers, one of which is running on an ethernet connection.


I am using a CGN3ACSMR Router, software version Below are the downsteam and upstream values. I was hoping I could get some further guidance on what to do next and whose advice to pursue.


Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 256QAM -2.100 2 38.983
2 591000000 256QAM -1.900 1 38.983
3 603000000 256QAM -1.700 3 38.983
4 609000000 256QAM -1.200 4 38.605
5 615000000 256QAM -1.000 5 38.983
6 621000000 256QAM -0.800 6 38.605
7 633000000 256QAM -0.400 7 38.983
8 639000000 256QAM -0.300 8 38.605
9 645000000 256QAM -0.800 9 38.605
10 651000000 256QAM -0.900 10 38.605
11 657000000 256QAM -1.000 11 38.605
12 663000000 256QAM -1.400 12 38.983
13 669000000 256QAM -1.500 13 38.605
14 675000000 256QAM -1.400 14 38.605
15 681000000 256QAM -0.700 15 38.983
16 687000000 256QAM -0.400 16 38.983
17 693000000 256QAM -0.300 17 38.983
18 699000000 256QAM 0.100 18 38.605
19 705000000 256QAM 0.300 19 38.605
20 711000000 256QAM 0.400 20 38.983
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 16QAM 47.500 3 6400000
2 30596000 ATDMA - 16QAM 47.500 2 6400000
3 38596000 ATDMA - 16QAM 47.500 1 3200000
Resident Expert
Resident Expert
Posts: 5,828

Re: Extremely high Ping

Your downstream signal levels and signal to noise ratios are good, the upstream levels are elevated beyond their normal 36 to 40 dBmV range, so, there is some cabling or connector issue going on.  Can you load pingplotter from www.pingplotter.com and run a test session out to www.google.ca for example.  Right click on the display to bring up the various display options, select all options under Customize View and also select show Show Packet loss text on Graph.  


You can capture the data and image from the Edit options.  To paste in an image you will have to paste it into something like MS Paint, and then insert the image into the thread.  Can you paste in both, text and image as well as it takes a while for the mods to approve the image for pubic display.  


That data will show what the ping times are, from your modem out to the end server, and will provide further evidence as to where the problem is.  Just from the sound of it, my guess is that there is some issue at the neighborhood node and that should be evident from the pingplotter results, especially when you are seeing the worst of it occur.



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