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

Betard
I plan to stick around

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***

16 REPLIES 16

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

Betard
I plan to stick around

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

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

Ochiro
I've been around

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

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

 

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

Betard
I plan to stick around

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).

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

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

douglasmcneill
I've been around

 

@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]

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

Betard
I plan to stick around
"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".

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

prjreddy
I've been around
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

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

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

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

nitinc
I've been here awhile

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
 

 

 

 

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

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

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

AnishMaha29
I've been around

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. 

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

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

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

@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.

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

fiberhunger
I'm here a lot

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.

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

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

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