High Latency + TV Micro Blocking

[FedUp5000]

Long time Roger's customer since the 1980's with ongoing issues that has been ongoing for years intermittently...

Background:
Just north of Markham in Stouffville.
On the 1gig "Legacy" plan.
Ethernet connected gaming on ps network and multiple wifi devices.

Between the hours of about 7:30/8:00pm to about 11:00/11:30pm I have high ping with packet loss spikes while gaming as well as "micro blocking" on my TV.

Outside these hours I get a 20-40ms latency on the ps servers and have zero issues with my tv. But during those "peak hours" it jumps to 120-200ms latency with occasional spikes to 800-900ms and random packet burst/loss.

The issue started happening again about 2 weeks ago and normally I would call in and get it resolved. This time I have called multiple times and they keep telling me there are no issues...

Instead of trying to help the reps just forcefully try to sell me on the new "Ignite" hardware when my current hardware works perfectly fine outside peak hours.

Very Frustrating.

Help!

**Labels Added**

[RogersCorey]

Good morning @FedUp5000!

Did you call in while the issues were occurring or at a different time? Latency can be difficult to diagnose if you don't contact us while it's happening. Please keep in mind that with legacy, if your equipment is failing, we can only offer a switch to Ignite as a solution as we no longer offer replacement hardware for legacy services.

Did you capture any ping tests or traceroutes that show the latency occurring?

Regards,

RogersCorey

[FedUp5000]

Yes, called in when issues were happening and they kept claiming they could not find any.

They sent a tech out and the tv microblocking was resolved but high latency/ping still occuring during peak hours.

Was told to switch to ignite, I did even though I knew it wouldn't help... it didn't.

Tech who installed my ignite (pro install) had to add many filters on the main line coming into my house and said it was the most he's ever had to use in order to get his tablet to give it a "pass". He escalated it and said there is nothing else he can do...

4th tech booked for this Friday who also won't be able to help or see any issues because he will not be there during problem times, will then escalate it to maintenance... They will come again between the hours where there are no issues and say everything is OK.

I will invite anyone into my home to see first hand how my ethernet connected device goes from 950down/50up with a 20ms ping suddenly get 80down/20up with a 120-200ms ping between the hours of 730ish pm to 11ish pm.

[FedUp5000]

Images deleted for privacy reasons. Please edit the IP address and re-upload. - RogersMoin

[FedUp5000]

[FedUp5000]

[RogersJo]

Greetings @FedUp5000, 

Thanks for the uploaded images! I'm saddened to hear about the issues you've been facing. 😥 Latency along with TV Micro Blocking issues can never be fun. Was the technician on Friday's visit able to find the cause and help with a solution? If not, I just have a few questions in hopes of getting down to the bottom of this:

How many devices are on your network?

Does he experience the same issue with multiple devices?

Do you have your own router/extender connected?

Looking forward to hearing from you,

RogersJo 
 

[FedUp5000]

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

Pinging www.google.com [2607:f8b0:400b:803::2004] with 32 bytes of data:
Reply from 2607:f8b0:400b:803::2004: time=82ms
Reply from 2607:f8b0:400b:803::2004: time=108ms
Reply from 2607:f8b0:400b:803::2004: time=76ms
Reply from 2607:f8b0:400b:803::2004: time=72ms
Reply from 2607:f8b0:400b:803::2004: time=89ms
Reply from 2607:f8b0:400b:803::2004: time=99ms
Reply from 2607:f8b0:400b:803::2004: time=91ms
Reply from 2607:f8b0:400b:803::2004: time=145ms
Reply from 2607:f8b0:400b:803::2004: time=79ms
Reply from 2607:f8b0:400b:803::2004: time=106ms
Reply from 2607:f8b0:400b:803::2004: time=74ms
Reply from 2607:f8b0:400b:803::2004: time=95ms
Reply from 2607:f8b0:400b:803::2004: time=120ms
Reply from 2607:f8b0:400b:803::2004: time=90ms
Reply from 2607:f8b0:400b:803::2004: time=88ms
Reply from 2607:f8b0:400b:803::2004: time=109ms
Reply from 2607:f8b0:400b:803::2004: time=89ms
Reply from 2607:f8b0:400b:803::2004: time=84ms
Reply from 2607:f8b0:400b:803::2004: time=91ms
Reply from 2607:f8b0:400b:803::2004: time=93ms
Reply from 2607:f8b0:400b:803::2004: time=83ms
Reply from 2607:f8b0:400b:803::2004: time=103ms
Reply from 2607:f8b0:400b:803::2004: time=89ms
Reply from 2607:f8b0:400b:803::2004: time=84ms
Reply from 2607:f8b0:400b:803::2004: time=115ms
Reply from 2607:f8b0:400b:803::2004: time=87ms
Reply from 2607:f8b0:400b:803::2004: time=118ms
Reply from 2607:f8b0:400b:803::2004: time=82ms
Reply from 2607:f8b0:400b:803::2004: time=89ms
Reply from 2607:f8b0:400b:803::2004: time=123ms
Reply from 2607:f8b0:400b:803::2004: time=75ms
Reply from 2607:f8b0:400b:803::2004: time=74ms
Reply from 2607:f8b0:400b:803::2004: time=81ms
Reply from 2607:f8b0:400b:803::2004: time=72ms
Reply from 2607:f8b0:400b:803::2004: time=88ms
Reply from 2607:f8b0:400b:803::2004: time=88ms
Reply from 2607:f8b0:400b:803::2004: time=81ms
Reply from 2607:f8b0:400b:803::2004: time=111ms
Reply from 2607:f8b0:400b:803::2004: time=82ms
Reply from 2607:f8b0:400b:803::2004: time=80ms
Reply from 2607:f8b0:400b:803::2004: time=125ms
Reply from 2607:f8b0:400b:803::2004: time=78ms
Reply from 2607:f8b0:400b:803::2004: time=103ms
Reply from 2607:f8b0:400b:803::2004: time=77ms
Reply from 2607:f8b0:400b:803::2004: time=72ms
Reply from 2607:f8b0:400b:803::2004: time=70ms
Reply from 2607:f8b0:400b:803::2004: time=80ms
Reply from 2607:f8b0:400b:803::2004: time=88ms
Reply from 2607:f8b0:400b:803::2004: time=112ms
Reply from 2607:f8b0:400b:803::2004: time=91ms

Ping statistics for 2607:f8b0:400b:803::2004:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 70ms, Maximum = 145ms, Average = 91ms

[FedUp5000]

Tracing route to www.google.com [2607:f8b0:400b:803::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 2607:fea8:7659:6ff0:c294:35ff:fec8:9394
2 83 ms 85 ms 89 ms 2607:f798:804:1ef::1
3 75 ms 76 ms 77 ms 2607:f798:10:cf8:0:690:6324:3093
4 87 ms 93 ms 92 ms 2607:f798:10:c9e:0:2091:4823:2049
5 88 ms 138 ms 89 ms 2607:f798:10:35c:0:2091:4823:5222
6 88 ms 92 ms 86 ms 2607:f798:14:83::2
7 109 ms 82 ms 91 ms 2001:4860::1c:4001:57f0
8 95 ms 102 ms 95 ms 2001:4860:0:1::1e45
9 90 ms 90 ms 89 ms yyz12s08-in-x04.1e100.net [2607:f8b0:400b:803::2004]

Trace complete.

[FedUp5000]

There is no micoblocking now since moving to ignite just a lagging tv which always cuts in and out.

Always in the night....

Tech Friday resolved nothing as usual.

Happens on all devices wifi and hardwire.

No router, pro tech installed by rogers.

Please undo the "accepted solution" because nothing has been resolved!

[FedUp5000]

The issues are happening right now my hardwired device I been using all day with a 900+mbps download and 50mbps upload with a 20-30 ping now gets 80mbps download and 20mbps upload with a 150ping...

[FedUp5000]

Here is the ping and traceroute in the daytime when everything is running normal...

Pinging www.google.com [2607:f8b0:400b:804::2004] with 32 bytes of data:
Reply from 2607:f8b0:400b:804::2004: time=17ms
Reply from 2607:f8b0:400b:804::2004: time=18ms
Reply from 2607:f8b0:400b:804::2004: time=19ms
Reply from 2607:f8b0:400b:804::2004: time=16ms
Reply from 2607:f8b0:400b:804::2004: time=18ms
Reply from 2607:f8b0:400b:804::2004: time=18ms
Reply from 2607:f8b0:400b:804::2004: time=19ms
Reply from 2607:f8b0:400b:804::2004: time=17ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=9ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=17ms
Reply from 2607:f8b0:400b:804::2004: time=15ms
Reply from 2607:f8b0:400b:804::2004: time=18ms
Reply from 2607:f8b0:400b:804::2004: time=19ms
Reply from 2607:f8b0:400b:804::2004: time=15ms
Reply from 2607:f8b0:400b:804::2004: time=10ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=14ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=11ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=17ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=14ms
Reply from 2607:f8b0:400b:804::2004: time=11ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=10ms
Reply from 2607:f8b0:400b:804::2004: time=17ms
Reply from 2607:f8b0:400b:804::2004: time=22ms
Reply from 2607:f8b0:400b:804::2004: time=18ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=11ms
Reply from 2607:f8b0:400b:804::2004: time=12ms
Reply from 2607:f8b0:400b:804::2004: time=14ms
Reply from 2607:f8b0:400b:804::2004: time=14ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=18ms
Reply from 2607:f8b0:400b:804::2004: time=13ms
Reply from 2607:f8b0:400b:804::2004: time=20ms

Ping statistics for 2607:f8b0:400b:804::2004:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 22ms, Average = 14ms

Tracing route to www.google.com [2607:f8b0:400b:804::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 2607:fea8:7659:6ff0:c294:35ff:fec8:9394
2 16 ms 16 ms 19 ms 2607:f798:804:1ef::1
3 16 ms 15 ms 15 ms 2607:f798:10:cf9:0:690:6324:3097
4 18 ms 17 ms 14 ms 2607:f798:10:10b0:0:2091:4823:2053
5 16 ms 21 ms 13 ms 2607:f798:10:35a:0:2091:4823:5214
6 17 ms 18 ms 19 ms 2607:f798:14:83::2
7 17 ms 17 ms 12 ms 2001:4860:0:11d6::1
8 101 ms 16 ms 14 ms 2001:4860:0:1::5c83
9 25 ms 20 ms 17 ms yyz10s20-in-x04.1e100.net [2607:f8b0:400b:804::2004]

Trace complete.

[FedUp5000]

after multiple tests, tech visits and maintenance visits, nothing has changed and rogers is claiming there are no issues. my tests say otherwise....

maybe it's time to say goodbye to rogers and hello to bell. true fibre internet VS outdated soon to be obsolete coaxial service marketed as fibre to fool people who don't know any better...

[RogersTony]

Hello, @FedUp5000 

Thank you for following up with us.

I am seeing that the maintenance order on your account was closed yesterday and some work appears to have been done to try to remedy the issues you are facing.

If you have not already, please reboot your internet modem and test out the connection again this evening to see if issues are persistent.

RogersTony

[FedUp5000]

New issues happening today in the daytime.

Completely lose service for about 30 seconds on and off....

All TV/WIFI/WIRED devices 

Tracing route to www.google.com [2607:f8b0:400b:802::2004]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2607:fea8:7657:6420:c294:35ff:fec8:9394
2 17 ms 19 ms 14 ms 2607:f798:804:1ef::1
3 15 ms 14 ms 5 ms 2607:f798:10:cf8:0:690:6324:3093
4 13 ms 14 ms 13 ms 2607:f798:10:c9e:0:2091:4823:2049
5 15 ms 14 ms 49 ms 2607:f798:10:35c:0:2091:4823:5222
6 13 ms 14 ms 17 ms 2607:f798:14:83::2
7 17 ms 16 ms 15 ms 2001:4860::1c:4001:57f0
8 * * * Request timed out.
9 16 ms 14 ms 13 ms yyz12s06-in-x04.1e100.net [2607:f8b0:400b:802::2004]

Trace complete.

[FedUp5000]

Tracing route to www.google.com [2607:f8b0:400b:80f::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 2607:fea8:7657:6420:c294:35ff:fec8:9394
2 15 ms 15 ms 16 ms 2607:f798:804:1ef::1
3 17 ms 16 ms 16 ms 2607:f798:10:cf9:0:690:6324:3097
4 16 ms 19 ms 16 ms 2607:f798:10:10b0:0:2091:4823:2053
5 15 ms 47 ms 18 ms 2607:f798:10:35a:0:2091:4823:5214
6 15 ms 14 ms 18 ms 2607:f798:14:83::2
7 * * 19 ms 2001:4860::1c:4000:e8cb
8 * 15 ms * 2001:4860:0:1::2a5b
9 16 ms 15 ms 15 ms yyz10s14-in-x04.1e100.net [2607:f8b0:400b:80f::2004]

Trace complete.

[FedUp5000]

Nothing has been fixed if anything its worse now.

First time having issues in the daytime (today) as well as still having issues every night starting around 7:30-8pm

Generally sitting around 120ms ping with spikes as high as 4000ms now on gaming console while other people in the same lobby (also from the gta) have no issues.

[FedUp5000]

Pinging www.google.com [2607:f8b0:400b:80c::2004] with 32 bytes of data:
Reply from 2607:f8b0:400b:80c::2004: time=322ms
Reply from 2607:f8b0:400b:80c::2004: time=366ms
Reply from 2607:f8b0:400b:80c::2004: time=33ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=3171ms
Reply from 2607:f8b0:400b:80c::2004: time=261ms
Reply from 2607:f8b0:400b:80c::2004: time=282ms
Reply from 2607:f8b0:400b:80c::2004: time=140ms
Reply from 2607:f8b0:400b:80c::2004: time=22ms
Reply from 2607:f8b0:400b:80c::2004: time=21ms
Reply from 2607:f8b0:400b:80c::2004: time=29ms
Reply from 2607:f8b0:400b:80c::2004: time=64ms
Reply from 2607:f8b0:400b:80c::2004: time=45ms
Reply from 2607:f8b0:400b:80c::2004: time=54ms
Reply from 2607:f8b0:400b:80c::2004: time=51ms
Reply from 2607:f8b0:400b:80c::2004: time=56ms
Reply from 2607:f8b0:400b:80c::2004: time=56ms
Reply from 2607:f8b0:400b:80c::2004: time=55ms
Reply from 2607:f8b0:400b:80c::2004: time=61ms
Reply from 2607:f8b0:400b:80c::2004: time=43ms
Reply from 2607:f8b0:400b:80c::2004: time=44ms
Reply from 2607:f8b0:400b:80c::2004: time=54ms
Reply from 2607:f8b0:400b:80c::2004: time=47ms
Reply from 2607:f8b0:400b:80c::2004: time=49ms
Reply from 2607:f8b0:400b:80c::2004: time=14ms
Reply from 2607:f8b0:400b:80c::2004: time=12ms
Reply from 2607:f8b0:400b:80c::2004: time=16ms
Reply from 2607:f8b0:400b:80c::2004: time=11ms
Reply from 2607:f8b0:400b:80c::2004: time=16ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=12ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=14ms
Reply from 2607:f8b0:400b:80c::2004: time=14ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=12ms
Reply from 2607:f8b0:400b:80c::2004: time=15ms
Reply from 2607:f8b0:400b:80c::2004: time=15ms
Reply from 2607:f8b0:400b:80c::2004: time=14ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=14ms
Reply from 2607:f8b0:400b:80c::2004: time=12ms
Reply from 2607:f8b0:400b:80c::2004: time=12ms
Reply from 2607:f8b0:400b:80c::2004: time=14ms
Reply from 2607:f8b0:400b:80c::2004: time=14ms
Reply from 2607:f8b0:400b:80c::2004: time=13ms
Reply from 2607:f8b0:400b:80c::2004: time=12ms
Reply from 2607:f8b0:400b:80c::2004: time=22ms

Ping statistics for 2607:f8b0:400b:80c::2004:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 3171ms, Average = 113ms

[FedUp5000]

Please see hop 7 and 8 in the traceroute.

The * are Timeouts!

[FedUp5000]

Tracing route to www.google.com [2607:f8b0:400b:80f::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 2607:fea8:7659:6490:c294:35ff:fec8:9394
2 15 ms 17 ms 26 ms 2607:f798:804:1ef::1
3 14 ms 14 ms 12 ms 2607:f798:10:cf9:0:690:6324:3097
4 18 ms 18 ms 18 ms 2607:f798:10:10b0:0:2091:4823:2053
5 15 ms 16 ms 18 ms 2607:f798:10:35a:0:2091:4823:5214
6 17 ms 16 ms 17 ms 2607:f798:14:83::2
7 * 15 ms 16 ms 2001:4860:0:11d6::1
8 * * * Request timed out.
9 15 ms 21 ms 14 ms yyz10s14-in-x04.1e100.net [2607:f8b0:400b:80f::2004]

Trace complete.

[FedUp5000]

All of this is happening right now, live tests.

My internet literally been cutting in and out all afternoon and the phone tech support people tell me there is no issues and everything fine as far as they can tell and according to their tests!

How is this possible???