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

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I Plan to Stick Around
Posts: 16

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

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***

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I Plan to Stick Around
Posts: 16

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

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

Highlighted
I've Been Around
Posts: 1

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

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 IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2565.300740.366
2849000000QAM2563.400238.983
3855000000QAM2563.099338.983
4861000000QAM2562.799438.605
5579000000QAM2564.000538.983
6585000000QAM2564.800638.983
7279000000QAM2565.300140.366
8597000000QAM2565.599840.366
9603000000QAM2565.900940.366
10609000000QAM2566.0001040.366
11615000000QAM2566.3001140.366
12621000000QAM2566.5001240.366
13633000000QAM2566.5991340.366
14639000000QAM2566.8001440.366
15645000000QAM2566.9001540.366
16651000000QAM2566.6991640.366
17657000000QAM2566.9001740.366
18663000000QAM2567.0001840.366
19669000000QAM2567.0991940.946
20675000000QAM2566.9002040.366
21681000000QAM2567.0002140.366
22687000000QAM2566.9002240.366
23693000000QAM2566.8002340.946
24699000000QAM2566.5992440.366
25705000000QAM2566.4002540.366
26711000000QAM2566.0002640.366
27717000000QAM2565.5992740.366
28723000000QAM2565.5002840.366
29825000000QAM2562.9002938.605
30831000000QAM2563.2003038.983
31837000000QAM2563.4003138.983
32843000000QAM2563.2993238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES5.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12530000064QAM34.76023200000
23699600064QAM36.02046400000
33059600064QAM36.27036400000
42210000064QAM33.51013200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
Highlighted
Moderator
Moderator
Posts: 985

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

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

 

Highlighted
I Plan to Stick Around
Posts: 16

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

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).

Highlighted
Moderator
Moderator
Posts: 1,285

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

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