Intermittent request timeouts, performance lag with PS4, Webex, Zoom, Streaming, etc..

[Betard]

Hey,

For the last several months we've had frustrating issues with our service.  regular surfing is almost unnoticeable since we'll just refresh the page.  However with gaming, where either we lag (temp or lag right out) and with Party Chats where people can no longer hear us (have to leave and rejoin).  Zoom/Webex meetings freeze or audio drops out.  Netflix / Prime, requires reloading.

I have the Hitron Coda 4582-U modem set up in bridge mode to my own Router.  I used to have an old Linksys WRT 1900 AC when the problems first became noticeable, and have recently replaced it out of concern that it might be the cause with the Netgear AX6000 (newest mesh system) - but issues still persist.

Rogers won't send anyone to my home to test due to Covid, and regular calls to them result in them saying there are no issues they can see.  I've read through a few other threads on these forums, and don't want to muddy them or hijack them so I'm starting a new one here.

I'll paste below a few things I've noticed that have been asked for in the other threads, any insights would be appreciated.  if requested I can run any other tests as well.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	603000000	QAM256	-6.799	9	38.983
2	849000000	QAM256	-3.900	2	40.366
3	855000000	QAM256	-3.700	3	40.366
4	861000000	QAM256	-3.500	4	40.946
5	579000000	QAM256	-5.599	5	38.605
6	585000000	QAM256	-5.799	6	38.983
7	591000000	QAM256	-6.099	7	38.983
8	597000000	QAM256	-6.599	8	38.983
9	279000000	QAM256	-7.500	1	38.605
10	609000000	QAM256	-6.500	10	38.983
11	615000000	QAM256	-6.200	11	38.983
12	621000000	QAM256	-5.700	12	38.983
13	633000000	QAM256	-5.200	13	38.983
14	639000000	QAM256	-5.099	14	38.983
15	645000000	QAM256	-5.099	15	38.983
16	651000000	QAM256	-5.099	16	38.983
17	657000000	QAM256	-5.000	17	38.605
18	663000000	QAM256	-4.799	18	38.605
19	669000000	QAM256	-4.900	19	38.983
20	675000000	QAM256	-4.799	20	38.983
21	681000000	QAM256	-4.599	21	38.983
22	687000000	QAM256	-4.400	22	38.605
23	693000000	QAM256	-4.099	23	40.366
24	699000000	QAM256	-4.000	24	38.983
25	705000000	QAM256	-4.200	25	38.983
26	711000000	QAM256	-4.599	26	38.983
27	717000000	QAM256	-4.900	27	38.983
28	723000000	QAM256	-5.000	28	38.983
29	825000000	QAM256	-3.700	29	38.983
30	831000000	QAM256	-3.700	30	40.366
31	837000000	QAM256	-3.900	31	38.983
32	843000000	QAM256	-4.200	32	38.983

/////////////////////////////////////////////////////////////
// Rogers: ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 64.71.255.204

// Rogers Results
Ping statistics for 64.71.255.204:
Packets: Sent = 7200, Received = 7191, Lost = 9 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 1141ms, Average = 14ms

/////////////////////////////////////////////////////////////
// Google: Ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 www.google.com

// Google Results
Ping statistics for 172.217.164.228:
Packets: Sent = 7200, Received = 7179, Lost = 21 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 95ms, Average = 11ms

/////////////////////////////////////////////////////////////
// Orbi Router: Ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 192.168.X.X

// Router Results
Ping statistics for 192.168.X.X:
Packets: Sent = 7200, Received = 7200, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 10ms, Average = 0ms

/////////////////////////////////////////////////////////////
// Hitron Modem: Ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 192.168.100.1

// Modem Results
Ping statistics for 192.168.100.1:
Packets: Sent = 7200, Received = 6333, Lost = 867 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 9ms, Average = 2ms

/////////////////////////////////////////////////////////////
// Tracert Google
/////////////////////////////////////////////////////////////
Tracing route to www.google.com [172.217.165.4]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.2.1
2 13 ms 13 ms 17 ms 99.248.202.1
3 9 ms 7 ms 9 ms 24.156.149.205
4 11 ms 12 ms 15 ms 209.148.236.137
5 15 ms 7 ms 11 ms 209.148.235.22
6 * * * Request timed out.
7 15 ms 20 ms 16 ms 74.125.244.145
8 14 ms 13 ms 11 ms 216.239.40.255
9 13 ms 18 ms 14 ms yyz12s06-in-f4.1e100.net [172.217.165.4]

Trace complete.

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

1 <1 ms <1 ms <1 ms 192.168.2.1
2 21 ms 17 ms 8 ms 99.248.202.1
3 10 ms 13 ms 8 ms 24.156.149.205
4 15 ms 15 ms 12 ms 209.148.236.137
5 9 ms 11 ms 10 ms 209.148.235.22
6 9 ms 12 ms 11 ms 72.14.222.87
7 11 ms 14 ms 10 ms 108.170.250.225
8 17 ms 10 ms 12 ms 108.170.226.219
9 10 ms 10 ms 11 ms dns.google [8.8.8.8]

Trace complete.

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

1 <1 ms <1 ms <1 ms 192.168.2.1
2 15 ms 10 ms 11 ms 99.248.202.1
3 14 ms 14 ms 9 ms 24.156.149.209
4 13 ms 15 ms 12 ms 9027-cgw01.mtnk.asr9k.rmgt.net.rogers.com [66.185.81.174]
5 28 ms 14 ms 26 ms 209.148.235.222
6 15 ms 17 ms 20 ms opendns.ip4.torontointernetxchange.net [206.108.34.229]
7 17 ms 19 ms 10 ms resolver1.opendns.com [208.67.222.222]

Trace complete.

***Added Labels***

[Betard]

Important Note: The tests above were done via LAN directly connected to my router

[Ochiro]

I've been having the same issues as well for months. It's very frustrating. I will run the same ping tests to see if I get similar results. Will update when I can.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	5.300	7	40.366
2	849000000	QAM256	3.400	2	38.983
3	855000000	QAM256	3.099	3	38.983
4	861000000	QAM256	2.799	4	38.605
5	579000000	QAM256	4.000	5	38.983
6	585000000	QAM256	4.800	6	38.983
7	279000000	QAM256	5.300	1	40.366
8	597000000	QAM256	5.599	8	40.366
9	603000000	QAM256	5.900	9	40.366
10	609000000	QAM256	6.000	10	40.366
11	615000000	QAM256	6.300	11	40.366
12	621000000	QAM256	6.500	12	40.366
13	633000000	QAM256	6.599	13	40.366
14	639000000	QAM256	6.800	14	40.366
15	645000000	QAM256	6.900	15	40.366
16	651000000	QAM256	6.699	16	40.366
17	657000000	QAM256	6.900	17	40.366
18	663000000	QAM256	7.000	18	40.366
19	669000000	QAM256	7.099	19	40.946
20	675000000	QAM256	6.900	20	40.366
21	681000000	QAM256	7.000	21	40.366
22	687000000	QAM256	6.900	22	40.366
23	693000000	QAM256	6.800	23	40.946
24	699000000	QAM256	6.599	24	40.366
25	705000000	QAM256	6.400	25	40.366
26	711000000	QAM256	6.000	26	40.366
27	717000000	QAM256	5.599	27	40.366
28	723000000	QAM256	5.500	28	40.366
29	825000000	QAM256	2.900	29	38.605
30	831000000	QAM256	3.200	30	38.983
31	837000000	QAM256	3.400	31	38.983
32	843000000	QAM256	3.299	32	38.983

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	5.099998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25300000	64QAM	34.760	2	3200000
2	36996000	64QAM	36.020	4	6400000
3	30596000	64QAM	36.270	3	6400000
4	22100000	64QAM	33.510	1	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[RogersTony]

Hello @Betard & @Ochiro

Welcome to the Rogers Community Forum!

We appreciate you posting your concern in the community. I know how frustrating it can be trying to game online or video chat when there are latency issues. 

We would like to thoroughly investigate this matter for you. Latency can be difficult to detect but we are well equipped to assist you. Please send a private message to @CommunityHelps so we can get started.

Not familiar with our private messaging system? No worries, click here.

RogersTony

[Betard]

No insights or help from rogers other than being told they can't find an issue.  They can't send someone to the house due to Covid.

Can anyone else advise any tests or troubleshooting I can do on my end?  On Sunday it was the worse it had ever been, I even plugged one of our playstations directly into the Hitron Modem (in bridge mode) to try and rule out that my own equipment was possibly the issue.

In my basement it appears that the coax come into the house, and a splitter splits the coax 1) to my Hitron and the other line goes to a powered splitter that has lines going to my Rogers Home Phone (off the VOIP labeled connector), and others going to my cable boxes (3).

Short of changing providers, I don't know what else to do.  I pay hundreds of dollars a month, and would more than accept if the issue was on my end.  But I feel I've done everything I can to isolate the issue.

Any recommendations to further help isolate or even steps to confidently exclude pieces (ex: by going directly to the modem, and seeing the same issue, then I assume it can't be "my" hardware).

[RogersCorey]

Hello @Betard!

I would like to run some additional tests for you and troubleshoot this issue as best I can.

From the tests you've provided thus far, I have a good idea of what might be going on here but I would like to run my tests first before I make a solid judgement.

Please PM us @CommunityHelps so I can further assist. If you're not familiar with our PMing process, you can find instructions here.

Regards,

RogersCorey

[douglasmcneill]

@Betard 

Did you get this solved? I have the same issue and am keen to resolve it. 

I keep having my Teams calls freeze and my traceroute shows a time out at the same IP address as you had. 

3 12 ms     25 ms     13 ms     67.231.221.77
4 13 ms     15 ms     14 ms     209.148.236.169
5 24 ms     17 ms     16 ms     69.63.248.74
6 32 ms     26 ms     26 ms     209.148.235.227 * * * Request timed out.
8 19 ms     19 ms     24 ms     74.125.244.162
9 20 ms     19 ms     21 ms     142.250.46.186
10 36 ms   29 ms    33 ms      142.250.61.192
11 36 ms   42 ms    49 ms      142.250.57.142
12 36 ms   38 ms    31 ms      216.239.48.100
13 42 ms   40 ms    38 ms     108.170.246.65
14 40 ms   46 ms    40 ms     142.250.232.97
15 35 ms   40 ms    36 ms      iad23s87-in-f4.1e100.net [142.250.73.196]

[Betard]

"Solved" yes... but no one would acknowledge the issue... I know a rogers truck was doing work at the box for a couple days atleast in a week, and when they were done the problem ceased and has been fine ever since. I got an email saying my case was closed and they resolved the issue... but when I asked what the issue was, I was told they couldnt find one...

So while I am happy I no longer have the issues, I hate "magic" issues that fix themselves... I suspect the crew doing the work replaced something, tightened something, or whatever... but an ongoing issue that went on for months didn't "self-heal".

[prjreddy]

I have similar issue in 2023 and Rogers always said there didn’t did anything . I am still having this issue and I stopped reached Rogers for spending hours in explaining them the same problem again and again

[RogersYasmine]

Hey @prjreddy !

Thanks for joining in the conversation and letting us know about your latency issue! I realize how disruptive this can be when you are trying to get something important done.

I see that we've replied to your Private Message...feel free to continue chatting with us there so we can investigate this matter further and try to get to the bottom of it! 🙂

Thank you!

RogersYasmine

[nitinc]

Unfortunately I have the same problem for last few months. It has never real gone away

Last week a tech came in, changed the filter, and that didnt make any difference. Instead my downstream power levels are worst, and its impossible to play on XBOX and my pings can vary drastically from 30ms to 400ms all randomly. 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

19

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

20

21

22

23

24

25

26

27

28

29

30

31

32

34

33

34

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

669 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

920 MHz

350000000

920000000

42.9 dB

39.9 dB

43.3 dB

43.0 dB

42.5 dB

42.7 dB

42.8 dB

42.7 dB

42.6 dB

42.5 dB

42.5 dB

42.2 dB

42.9 dB

43.0 dB

42.9 dB

42.8 dB

42.8 dB

42.8 dB

42.8 dB

42.6 dB

43.0 dB

43.2 dB

43.3 dB

43.3 dB

43.1 dB

43.2 dB

43.1 dB

43.1 dB

43.3 dB

43.3 dB

43.3 dB

43.5 dB

41.4 dB

40.6 dB

41.3 dB

8.2 dBmV

4.5 dBmV

10.3 dBmV

9.9 dBmV

9.3 dBmV

8.3 dBmV

8.3 dBmV

8.3 dBmV

8.2 dBmV

8.0 dBmV

8.0 dBmV

8.4 dBmV

8.4 dBmV

8.3 dBmV

8.2 dBmV

8.2 dBmV

8.1 dBmV

8.0 dBmV

8.0 dBmV

8.3 dBmV

8.5 dBmV

8.7 dBmV

8.9 dBmV

9.1 dBmV

8.9 dBmV

9.0 dBmV

9.1 dBmV

9.2 dBmV

10.6 dBmV

10.6 dBmV

10.6 dBmV

10.7 dBmV

7.8 dBmV

6.7 dBmV

7.9 dBmV

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4	5
Locked	Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz	42 MHz
2560	5120	5120	5120	0
40.5 dBmV	43.5 dBmV	43.0 dBmV	42.3 dBmV	4200000.0 dBmV
QAM	QAM	QAM	QAM	OFDMA
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA	TDMA

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33	34
1766725175	1833951493	1833961197	1833971324	1833978651	1833983352	1833992406	1833996568	1834011957	1834020470	1834032667	1834032764	1834039638	1834049519	1834059448	1834060812	1834072338	1834078911	1834079620	1834091882	1834095979	1834103092	1834109830	1834112995	1834098912	1834120115	1834129444	1834143782	1834141388	1834147835	1834153292	1834154269	2724389955	1766725175
10190889	4	55	62	145	0	8	0	0	0	0	0	0	0	0	0	26	0	21	0	11	0	5	539	15809	29	9	0	11	32	0	51	2096321821	10190889
1	0	0	0	16	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	2959	0	0	0	0	0	0	7	0	1

[RogersZia]

Hello @nitinc, welcome to the Community! I see that you've reached out via private message. We're happy to continue assisting you on there!

RogersZia

[AnishMaha29]

I would also like to get some assistance on this matter. Ever since I have started WFH for the past couple years this is a constant issue I have been dealing with. I have had multiple techs come to my house. Replaced my modem, my pods. I have been told they have changed some connections at the main box everything has been told to me but I still have this constant issue. Even upgraded my internet package thinking that was the problem for more speed but that didnt work either. Now im stuck on another year contract and paying more money. Looking like some guidance has been provided in this chat. Wondering if any one can help. 

My specific issue is anytime i am doing chats on webex. It always seems to glitch out freeze takes a few moments to find it self and start working again. Thinking it was my laptop from work I even had this replaced. Since I WFH i have gone to other peoples home to use their WIFI internet and no issues over their network. Please help if you can. 

[RogersJo]

Greetings @AnishMaha29! 

Welcome to the Community! 😊 Yikes! We're sorry to hear about the technical issues you've been plagued with. As someone whom also works from home, I know firsthand how imperative it is to ensure you stay connected. With that said, we'd like to check the connection health of your service. Please send us a private message to @CommunityHelps so we can investigate it for you. Not familiar with our private messaging system? No worries, click here.

Looking forward to hearing from you! 

RogersJo

[-G-]

@AnishMaha29  Looks like Rogers is making some changes to their network again.

A few weeks ago, something was happening where, every few minutes, Rogers suddenly started dumping upwards of 40 seconds of network traffic at a time.  MASSIVE packet loss.  I was also seeing significant intermittent latency spikes as well.  The Internet service for everyone in the neighbourhood was absolutely unusable and I have never seen so many techs getting dispatched to people's homes.

The network and maintenance teams fixed this, and when things settled down, i could run an hours-long ping test to 8.8.8.8 with no packet loss and a min/average/max RTT of 9/17/32 ms.

However, the Internet is now a bit wonky again,  Not as bad as before but still wonky.  Bad enough to get intermittent Ignite TV drop-outs.  I just did another quick ping test with the following results:

--- 8.8.8.8 ping statistics ---

1098 packets transmitted, 1061 packets received, 3.4% packet loss

round-trip min/avg/max/stddev = 12.428/55.244/1997.237/124.440 ms

That average RTT of 55 ms is not great, and latency spikes of 2000 ms (two seconds!) is unacceptable.

My modem's signal levels are perfect and my error stats are absolutely clean, so this is definitely an upstream issue.  It's almost certainly within Rogers' network, and I will have to do more testing to pinpoint precisely where the problem is.

[fiberhunger]

Having similar issues here at my condo. My wife, who does WFH using Zoom, has been forced to use data from another provider via hotspot.  The problem is also happening in the townhouses around my condo, with lots of angry posts on the Facebook groups. Spent 4 hours on 3 separate chats, one of which was cut off by precisely the issue I was describing. In the end the guy claimed he flashed new firmware on the XB7, which somehow I doubt, after he sabotaged any trust with two specific comments: first, when I asked what version number he flashed, he said "IPV6", and second after I told him the Current Time on the modem administration page was an hour behind(ie no Spring Forward), he replied, "The modem does not show the time". Very frustrating, he was clearly just trying to get me off the chat.
The problem is intermittent so fixes will be apparent over days, not immediately. My next plan is to set up a smokeping (google is your friend!) on raspberry pi to gather more data and escalate further, as the frontline chat techs cannot or will not help.

[RogersCorey]

Greetings @fiberhunger!

If you would kindly run a ping test and a tracert when the issue is next occuring and then post the results here, we'll be better able to assist.

Regards,

RogersCorey