High ping spikes / jitter. Speed is normal.

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I Plan to Stick Around
Posts: 13

High ping spikes / jitter. Speed is normal.

Hello all,

 

A little background to my problem. I have been with Rogers for almost 3 years now. A little over two months a go I started getting huge ping spikes in games and streaming. For some reason the online support simply doesn't understand or does not want to listen what i am trying to tell them. Everytime i try to talk to them, they ask me to take speed tests and check my modem signals, when the problem is completely different.

 

For me "speed" is not the problem. It's the jitter and the ping spikes that are the main problems. I have the modem in bridged mode. If i ping my router, all the pings are less than 1ms. If i ping my modem, there are intermittent ping spikes.Every time the problem occurs, i take a ping test and the results show it all - high ping and high jitter.

 

Looking at the results there is definitely something wrong, be it on my end or Rogers end. Long story short, i get huge ping/jitter spikes. Most of the people i talked to have almost no jitter at all, where as under normal circumstances i would have 10-15 ms of jitter and when gaming, i would get about 40-50 ms of jitter. 

 

What i have tried so far:

 

1. Change the router

2. Change the modem

3. Change the ethernet cable

4. Have had multplie technicians visit my home

5. Getting my modem signals optimized

 

pinging my router:

 

router_ping.png

Pinging my modem:

 

Screenshot_1.png

 

Pingtest.net results:

 

Screenshot_5.png

 

ping.2.png

 

ping.3.png

 

These are some of the screenshots.

 

Modem signals:

 

modem_signals.png

 

Pingplotter:

 

pingplotter.png

 

At this point I am pretty much lost. None of the technicians or the online support people have been able to fix my problem. Now as my last resort, I turn to the community to see if i can get some help. 

I'm a Regular
Posts: 272

Re: High ping spikes / jitter. Speed is normal.

SEVERE LATENCY ISSUES AGAIN IN HIGH PARK AREA

 

WHY does this company continue to mess with the network?  If Rogers knew what they were doing, things wouldn't be so bad.  The service is deplorable, its on and off.  LEAVE IT ALONE PLEASE... I, like all other customers pay from premium service.  This is garbage !  Even worse, the call wait time is 20 to 40 minutes with no callback !

 

Look at this lousy latency... and don't come back asking about my equipment.  Either my provisioning is off again, the node hasn't been split properly or there is some other network issue in my area.  Nothing has changed in my home and it was working fine before until Rogers got their hands on things again.

 

Microsoft Windows XP [Version 5.1.2600]

(C) Copyright 1985-2001 Microsoft Corp.

 

C:\Documents and Settings\John>tracert google.ca

 

Tracing route to google.ca [172.217.3.131]

over a maximum of 30 hops:

 

  1    12 ms     9 ms     1 ms  192.168.0.1

  2   382 ms   694 ms    64 ms  7.11.162.237

  3    28 ms    27 ms    20 ms  209.148.245.217

  4    22 ms    14 ms    19 ms  69.63.248.181

  5    77 ms    20 ms    28 ms  van58-9-230-6.dynamic.rogerstelecom.net [209.148

.230.6]

  6    16 ms    19 ms    19 ms  72.14.222.87

  7    29 ms    17 ms    30 ms  216.239.47.114

  8    19 ms    20 ms    19 ms  209.85.250.207

  9  1122 ms   281 ms    15 ms  yyz08s13-in-f3.1e100.net [172.217.3.131]

 

Trace complete.

 

C:\Documents and Settings\John>tracert google.ca

 

Tracing route to google.ca [172.217.1.99]

over a maximum of 30 hops:

 

  1     1 ms     3 ms     2 ms  192.168.0.1

  2   252 ms    41 ms   536 ms  7.11.162.237

  3   486 ms    37 ms    17 ms  209.148.245.221

  4    26 ms    28 ms    34 ms  van58-9-231-213.dynamic.rogerstelecom.net [209.1

48.231.213]

  5    46 ms    76 ms    31 ms  van58-9-230-14.dynamic.rogerstelecom.net [209.14

8.230.14]

  6    29 ms    31 ms    28 ms  72.14.222.87

  7    99 ms    90 ms    29 ms  216.239.47.114

  8    27 ms    28 ms    19 ms  72.14.239.19

  9    23 ms  1148 ms  1369 ms  yyz08s09-in-f3.1e100.net [172.217.1.99]

 

Trace complete.

 

C:\Documents and Settings\John>

I'm a Regular
Posts: 272

Re: High ping spikes / jitter. Speed is normal.

Back to somewhat normal for the moment, still some delay showing up on the 2nd hop, no packet loss on a ping test:



C:\Documents and Settings\John>
C:\Documents and Settings\John>tracert google.ca

Tracing route to google.ca [172.217.2.131]
over a maximum of 30 hops:

1 2 ms 7 ms 1 ms 192.168.0.1
2 22 ms 29 ms 20 ms 7.11.162.237
3 28 ms 29 ms 29 ms 209.148.245.217
4 38 ms 29 ms 29 ms van58-9-231-209.dynamic.rogerstelecom.net [209.1
48.231.209]
5 16 ms 29 ms 28 ms van58-9-230-6.dynamic.rogerstelecom.net [209.148
.230.6]
6 20 ms 25 ms 18 ms 72.14.222.87
7 27 ms 29 ms 29 ms 209.85.255.232
8 17 ms 29 ms 19 ms 209.85.250.7
9 27 ms 19 ms 33 ms yyz08s14-in-f3.1e100.net [172.217.2.131]

Trace complete.

C:\Documents and Settings\John>tracert google.ca

Tracing route to google.ca [172.217.2.131]
over a maximum of 30 hops:

1 10 ms 12 ms 8 ms 192.168.0.1
2 106 ms 19 ms 29 ms 7.11.162.237
3 17 ms 31 ms 30 ms 209.148.245.217
4 27 ms 29 ms 47 ms van58-9-231-209.dynamic.rogerstelecom.net [209.1
48.231.209]
5 28 ms 19 ms 29 ms van58-9-230-6.dynamic.rogerstelecom.net [209.148
.230.6]
6 17 ms 30 ms 29 ms 72.14.222.87
7 28 ms 19 ms 23 ms 209.85.255.232
8 17 ms 29 ms 29 ms 209.85.250.7
9 27 ms 21 ms 18 ms yyz08s14-in-f3.1e100.net [172.217.2.131]

Trace complete.

C:\Documents and Settings\John>

I'm a Regular
Posts: 272

Re: High ping spikes / jitter. Speed is normal.

Steady at 90 mbps on the dial this morning on WiFi... and now that everyone is away from Toronto for the long weekend, everything is fine... whatever load balancing is in place seems to be working... for now... notice the difference in the routing?

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\John>tracert google.ca

Tracing route to google.ca [209.148.199.55]
over a maximum of 30 hops:

1 5 ms 2 ms 3 ms 192.168.0.1
2 22 ms 18 ms 9 ms 7.11.162.237
3 14 ms 20 ms 11 ms 209.148.245.221
4 11 ms 15 ms 15 ms 69.63.248.173
5 12 ms 11 ms 15 ms 69.63.248.181
6 16 ms 16 ms 15 ms 24.156.157.82
7 23 ms 24 ms 22 ms cal58-5-199-55.dynamic.rogerstelecom.net [209.14
8.199.55]

Trace complete.

C:\Documents and Settings\John>

I'm a Regular
Posts: 272

Re: High ping spikes / jitter. Speed is normal.

came back through the week, back again this morning... seems to be at a couple of nodes (hop 3 & 5)... not so bad, but its a sign of overloaded servers or whatever... no packet loss

 

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\John>tracert google.ca

Tracing route to google.ca [172.217.3.131]
over a maximum of 30 hops:

1 6 ms 6 ms 13 ms 192.168.0.1
2 24 ms 12 ms 14 ms 7.11.162.237
3 49 ms 37 ms 24 ms 209.148.245.217
4 18 ms 18 ms 32 ms 69.63.248.181
5 145 ms 34 ms 19 ms van58-9-230-6.dynamic.rogerstelecom.net [209.148
.230.6]
6 26 ms 195 ms 24 ms 72.14.222.87
7 19 ms 16 ms 15 ms 216.239.47.114
8 22 ms 15 ms 17 ms 209.85.250.207
9 20 ms 23 ms 19 ms yyz08s13-in-f3.1e100.net [172.217.3.131]

Trace complete.

 

C:\Documents and Settings\John>tracert google.ca

Tracing route to google.ca [172.217.3.131]
over a maximum of 30 hops:

1 12 ms 11 ms 9 ms 192.168.0.1
2 12 ms 33 ms 12 ms 7.11.162.237
3 196 ms 31 ms 30 ms 209.148.245.217
4 31 ms 27 ms 23 ms 69.63.248.181
5 18 ms 31 ms 28 ms van58-9-230-6.dynamic.rogerstelecom.net [209.148
.230.6]
6 16 ms 19 ms 33 ms 72.14.222.87
7 30 ms 20 ms 17 ms 216.239.47.114
8 15 ms 19 ms 29 ms 209.85.250.207
9 18 ms 73 ms 19 ms yyz08s13-in-f3.1e100.net [172.217.3.131]

Trace complete.

 

C:\Documents and Settings\John>tracert google.ca

Tracing route to google.ca [172.217.3.131]
over a maximum of 30 hops:

1 2 ms 3 ms 7 ms 192.168.0.1
2 22 ms 19 ms 18 ms 7.11.162.237
3 20 ms 17 ms 31 ms 209.148.245.217
4 22 ms 25 ms 23 ms 69.63.248.181
5 817 ms 30 ms 19 ms van58-9-230-6.dynamic.rogerstelecom.net [209.148
.230.6]
6 28 ms 30 ms 30 ms 72.14.222.87
7 17 ms 19 ms 18 ms 216.239.47.114
8 19 ms 28 ms 30 ms 209.85.250.207
9 18 ms 30 ms 32 ms yyz08s13-in-f3.1e100.net [172.217.3.131]

Trace complete.

 

C:\Documents and Settings\John>ping -t google.ca

Pinging google.ca [172.217.3.131] with 32 bytes of data:

Reply from 172.217.3.131: bytes=32 time=31ms TTL=56
Reply from 172.217.3.131: bytes=32 time=19ms TTL=56
Reply from 172.217.3.131: bytes=32 time=48ms TTL=56
Reply from 172.217.3.131: bytes=32 time=27ms TTL=56
Reply from 172.217.3.131: bytes=32 time=25ms TTL=56
Reply from 172.217.3.131: bytes=32 time=26ms TTL=56
Reply from 172.217.3.131: bytes=32 time=95ms TTL=56
Reply from 172.217.3.131: bytes=32 time=12ms TTL=56
Reply from 172.217.3.131: bytes=32 time=35ms TTL=56
Reply from 172.217.3.131: bytes=32 time=19ms TTL=56
Reply from 172.217.3.131: bytes=32 time=18ms TTL=56
Reply from 172.217.3.131: bytes=32 time=17ms TTL=56
Reply from 172.217.3.131: bytes=32 time=15ms TTL=56
Reply from 172.217.3.131: bytes=32 time=11ms TTL=56
Reply from 172.217.3.131: bytes=32 time=12ms TTL=56
Reply from 172.217.3.131: bytes=32 time=13ms TTL=56
Reply from 172.217.3.131: bytes=32 time=10ms TTL=56
Reply from 172.217.3.131: bytes=32 time=20ms TTL=56
Reply from 172.217.3.131: bytes=32 time=11ms TTL=56
Reply from 172.217.3.131: bytes=32 time=15ms TTL=56
Reply from 172.217.3.131: bytes=32 time=18ms TTL=56
Reply from 172.217.3.131: bytes=32 time=10ms TTL=56
Reply from 172.217.3.131: bytes=32 time=11ms TTL=56
Reply from 172.217.3.131: bytes=32 time=15ms TTL=56
Reply from 172.217.3.131: bytes=32 time=12ms TTL=56
Reply from 172.217.3.131: bytes=32 time=13ms TTL=56
Reply from 172.217.3.131: bytes=32 time=13ms TTL=56
Reply from 172.217.3.131: bytes=32 time=20ms TTL=56
Reply from 172.217.3.131: bytes=32 time=17ms TTL=56
Reply from 172.217.3.131: bytes=32 time=28ms TTL=56
Reply from 172.217.3.131: bytes=32 time=102ms TTL=56
Reply from 172.217.3.131: bytes=32 time=22ms TTL=56
Reply from 172.217.3.131: bytes=32 time=21ms TTL=56
Reply from 172.217.3.131: bytes=32 time=20ms TTL=56
Reply from 172.217.3.131: bytes=32 time=18ms TTL=56
Reply from 172.217.3.131: bytes=32 time=16ms TTL=56
Reply from 172.217.3.131: bytes=32 time=14ms TTL=56
Reply from 172.217.3.131: bytes=32 time=32ms TTL=56
Reply from 172.217.3.131: bytes=32 time=20ms TTL=56
Reply from 172.217.3.131: bytes=32 time=21ms TTL=56
Reply from 172.217.3.131: bytes=32 time=16ms TTL=56
Reply from 172.217.3.131: bytes=32 time=15ms TTL=56
Reply from 172.217.3.131: bytes=32 time=34ms TTL=56
Reply from 172.217.3.131: bytes=32 time=14ms TTL=56
Reply from 172.217.3.131: bytes=32 time=35ms TTL=56

Ping statistics for 172.217.3.131:
Packets: Sent = 45, Received = 45, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 102ms, Average = 23ms
Control-C
^C

C:\Documents and Settings\John>

Resident Expert
Resident Expert
Posts: 13,942

Re: High ping spikes / jitter. Speed is normal.

Wonder if they had external IP addresses on them??


Which exact modem do you have? (model)

And which firmware is on it?



I Plan to Stick Around
Posts: 13

Re: High ping spikes / jitter. Speed is normal.

CGN3ACSMR - Rogers 100 igniteU package.

 

Hardware Version1A
Software Version4.5.8.22

 

 

Pingplotter result: http://image.prntscr.com/image/62f20d6726de4145a4e0b837b8682116.png

I'm Here A Lot
Posts: 5

Re: High ping spikes / jitter. Speed is normal.

I am also expereincing a similar thing on my end. I recently switched to rogers 2 weeks ago and have been having issues. The problem is it only happens at night, and it's not congestion since my download is fine but my upload is cut by 50 - 70% which causes higher than normal latency and jitter which affects my gaming quite a bit. Tech support does see the low upload but they don't care about the ping as long as it is below 100ms. Frankly anything above 12ms to a server in toronto is pretty bad for gaming.

 

I have been calling pretty much everyday and no one has been able to fix or have they identified why it  happens. They keep on saying everything looks fine on their end. Technicians have come as well and they have tried everything they can do and nothing from them either. One thing I noticed on your DOCSIS WAN was that your upstream modulation is 16QAM but from what I have seen on other people's data, it's supposed to be 64. I am not sure if that's the cause (probably not but worth looking into). I even switched to the 250u plan and still the same thing. Upload at prime time is anywhere from 5-10 but after 12AM - 4:30PMish it's 20mpb/s. Download remains normal for the most part. Really frustrating and I hope we get this resolved.

Resident Expert
Resident Expert
Posts: 6,140

Re: High ping spikes / jitter. Speed is normal.

@lvectorA, welcome to the Puma6/6MG modem users club. You're far far from the only one experiencing high ping times.  The problem itself is caused by the data processing within the modem, which in turn causes the high IPv4 ICMP pings times that you see.  The same problems also applies to TCP/IP and for both IPV4 and IPV6 data. Thats where you probably get the high ingame ping time from.  This is a problem for numerous modems manufactured with that chipset and for numerous ISPs in North America and Europe although for the most part, the rest of the cable modem industry and ISPs are probably unaware of the issue.  Rogers is very well aware of the problem and is working diligently with Hitron and with Intel (thru Hitron) to resolve this issue.  The next trial version is aimed at resolving this issue.  It won't be complete, in terms of resolving everything but it should be a step in the right direction.  With continued progress, and baring any major complications, Rogers will probably be the first ISP to resolve the processing problem of the Puma 6/6MG modems.  Thats what I am hoping to see over the near future.

 

The reason that you might have started to notice this recently is possibly due to the replacement of the CMTS which your modem connects to.  That switches the previous Cisco CMTS for a Casa Systems CMTS, in preparation for gigabit service and probably a number of other services down the road.  When that switch occurred, your modem went from 20 channels to 24 channels down.  The issue with the processing gets worse as the number of channels goes up.  Additionally there was a recent update to the modem, however, that probably should not have affected this situation.

 

Your ping to 192.168.100.1 is actually the modem's web server, not the actual modem interface, so it doesn't necessarily reflect the same ping returns from the interface.  To see that you would have to be connected directly to the modem and ping the default gateway ip address, for both IPV4 and IPV6.  Run an ipconfig/all command at a command prompt to see the default gateway IP addresses.  That ping time was much worse and was corrected at the end of May 2015.  It isn't perfect, but I don't expect to see results that high from the modem interface.

 

Your pingplot to google shows severe packet loss from the modem and the CMTS, which is hop #2.  The modem is invisible in this case as its in Bridge mode.  Do you have Pingplotter loaded as a Windows Service by any chance?  It will show that in the upper right hand corner when its running.  I suspect thats the case here. Rerun the install.  It will give you a choice to change the install options where you can kill the bottom install selection to load the program as a Windows Service.  When that is done, the packet loss should disappear.

 

To really see the effect of the modem's processing, right click on the second line IP address.  Select the second choice to copy the IP address.  Then pause pingplotter, paste in the address into the address bar and hit the "Go" button.  In that configuration you're only pinging the CMTS.  After that its back to the modem, thru the router and back to the pc.  That will put the CMTS return on the bottom display area instead of burying it.  With that display running, you're monitoring the modem to CMTS path, and you can use that to look for packet loss, which tech support can resolve, and see the high ICMP ping returns which the engineering staff are looking after at the present time.  If you have any doubts as to the pingplotter information, you can always run a ping test using the ping command.  Personally at this point I trust that more than pingplotter for data accuracy.

 

As I indicated above, tech support can resolve any packet loss issues that come up due to deteriorating cabling or connectors or noise in the system.  Packet loss could also be an indication of load issues at the CMTS, especially during heavy use evening hours.  That is something that should be discussed with a Level II tech.  You would have to ask to speak a Level II tech as normally a Level I tech responds to the incoming calls.  Tech Support cannot resolve the high ping issue, so there is no point discussing it with them or going along with any suggestions to swap the modem in hopes that the swap will resolve the ICMP ping issue.  It won't.  Hopefully within the next week or two you will see further information on the progress of trial version 4.5.8.27 or beyond, depending on how many iterations it will take to resolve the processing issues altogether.

 

Your signal levels for the most part are fine.  The downstream levels are fine, the signal to noise ratio are at the bottom of their usual 36 to 40 dBmV range and your upstream signal levels are ok where they currently are. Normally their in a 36 to 40 dBmV range, but slightly higher is ok as well.  The only question is the 16QAM which will limit the symbol transfer rate on the upload side.  Normally thats at 64QAM which results in a larger upload by 2 to 4 bits per symbol.  I'd have to look that one up again.  I'll ask a question regarding the operational differences to see how that is determined and if it makes any difference for the data rates that you would see with the CGN3ACSMR.

 

So, hope that provides a little clarity.  Don't give up the ship on the latency / high ping issue.  I hope to see some news in the forum over the next couple of weeks.  If you keep an eye open on the feedback thread for the trial version firmware, you should see something come up.


http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3315...

 

You'll have to hop to the back of the thread to see the latest comments that are posted.

 

Your posted images probably have not been approved as they most likely contain your modem's IP or MAC address.  The policy on this site is to delete that info from any posts.  If any MAC address or IPV6 IP address does make it into a post I'll ask the originating poster to remove it or ask one of the mods to do the same.  Thats for everyone's online security.  



I Plan to Stick Around
Posts: 13

Re: High ping spikes / jitter. Speed is normal.

Did a little bit of reading around the forum and quickly found out that they have been having this problem since ages (Don't understand how one of the "best" ISPs in a first world country like Canada can be this bad). I will try to talk to online support regarding 16 QAM.

 

Unfortunately I am foreseeing my self switching to Bell pretty soon. A couple of my friends have Bell and their jitter is zero (0) with pings less that 10ms to google. 

 

@Datalink

 

I really appreciate a complete, thorough explanation as to what is causing the problem, and why is it still there. Always a pleasure reading your posts. 

 

Just now I was playing a game where my ping was suppose to be 30ms but because there is so much jitter, It kept bouncing from 30ms to 70ms and in some rare cases above 100ms. To those people who are familiar how important low jitter/ping is in the gaming world can surely understand my frustration.

 

Kind regards,

vectorA