Hello, @LargusMeans.
Thank you for your post, and welcome to our Community!
Sporadic high pings and packet loss can surely hinder the gaming experience. I appreciate you working with tech support and field tech on this issue. There is no setting on the modem to limit the outgoing packets.
Do you experience similar issues with any other apps besides gaming? Do you have "Jumbo Packet/Frame" enabled on your PC's Ethernet adapter? If enabled, this setting may cause some weird issues.
Can you please log in to your modem, navigate to Gateway > Connection > Rogers Network and provide the Downstream, Upstream & CM Error Codewords? You just need to copy/paste the data into your post.
Also, please run the ping and traceroute tests on your wired PC as outlined in the knowledgebase article - Troubleshooting Latency (Wired Devices) and provide us with the results.
We look forward to hearing from you!
Cheers,
RogersMoin
Greetings @LargusMeans!
Are you experiencing jitter across all games or just one specific game? If it's just one game, which game is it?
Have you tried swapping out your Ethernet cable as a quick test to ensure there isn't a problem with it?
Regards,
RogersCorey
@LargusMeans @RogersCorey, looking at the data there are at least two, possibly more issues at hand. They are:
1. The signal ramp up from 279 to 579 Mhz (QAM channel 1 to 5). That range encompasses the downstream OFDM channel. That OFDM channel runs from approx 350 Mhz up to 447 Mhz, so, looking at the QAM data for the channels below and above that OFDM frequency range, there's a definite signal ramp up. That could be caused by oxidation of the connector cable ends, or it could be caused by an external cable issue. Replace the external cable connectors and the ramp up might be solved. Beyond that, replacing the external cable might be required. Checking the neighbours signal levels would either confirm or refute that theory. At the present time, the signal ramp up is a problem when it comes to addressing the signal levels in paragraph two.
2. The remaining QAM signal levels are too high. Yes, the DOCSIS limit is +/- 15 dBmV, but, historically, from years of observation on the Rogers network, anytime that you have signal levels outside of +/- 7 dBmV, you can expect to see modem issues. The high signal levels should be brought down to 0 dBmV, but, that's going to be difficult given the ramp up from the low frequency range. A tech can't simply insert a large splitter or signal attenuator to cause an 11 dBmV drop across the board as it would drop the low end of the OFDM channel down to -3/4 dBmV or lower. Ideally, the signal ramp up would be addressed and the high signal levels would be addressed at the source, not at the receive end.
There is packet loss indicated on the upstream side, however, three of four upstream QAM channel signal levels are ok, the last signal level is actually slightly low. So, that raises the question as to whether or not the high downstream signal levels are causing receive issues which manifest itself as an upstream packet loss, possibly as a lost receive packet which is the response to an upstream transmitted packet. If there's no response, then the test might consider that as a lost upstream packet. The test itself is a question. Does it use TCP/IP where a response from the CMTS is expected, or does it use UDP, which is a transmit and forget type of packet? What packet type does the test program actually use?
Its possible that resolving the high signal levels might solve the packet loss situation, but, there's no guarantee. Read below;
3. The packet loss could be the result of high loads the neighbourhood node or Cable Modem Termination System (CMTS). The moderators should be able to dig up that data to see if it's a factor in this case. Failing that, a Level II tech would have access to that information. If the loads were too high, that would require a neighbourhood node split, which would take months to accomplish, or a load rebalancing at the CMTS level. @LargusMeans you won't be informed about the load levels at the neighbourhood node or at the CMTS. If you're told that the neighbourhood node requires splitting to reduce the loads, that's an indication that the current neighbourhood node is heavily loaded, which can lead to unpredictable internet performance.
@LargusMeans can you have a look at the point where the external cable enters the home and is connected to the internal modem cable. There should not be any amplifiers or splitters installed which connect the external cable to the modem cable. I'm wondering if the high signal levels are caused by a previously installed amplifier? The two cables, incoming and modem cable should be connected with a high frequency F-81 connector that looks like this:
https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479
When the XB6/7/8 modem was installed, any previously installed amplifiers or splitters should have been removed from the cable system.
Hey
Yesterday an actual rogers tech 2 came by, did some checks and said all readings were normal until he stopped a loop? from the node and got a zero ohm reading. Not sure what he meant exactly. He changed the line from my house to the node (it's actually in my backyard) and said new readings looked normal. Last night gamed with my friends and once against, lag spikes and jitter. Ran StarTrinty.
Once again, same issue before the new line was installed. Senior Tech is coming on Friday.
@Datalink "The test itself is a question. Does it use TCP/IP where a response from the CMTS is expected, or does it use UDP, which is a transmit and forget type of packet? What packet type does the test program actually use?"
Does this answer your question about what packets its sending?
@LargusMeans I was going to download that application until I discovered that the developer is Russian. So much for that plan.
Are you able to use that app to test an IP address, or is the test address based on a web address?
Greetings @RumalYapa!
If you only started experiencing issues as the weather got colder, there may be a seasonal signal issue at play here. It doesn't look like we've done any in-depth troubleshooting with you here on the forums since this issue began, so I'd like to take a closer look.
Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
Regards,
RogersCorey
Still not fixed, it's now two-plus months that Rogers has been on it with no resolution. Someone else on a street over is a gamer and has complained about the same issues. I've had new modem, new line to box, Rogers tech, senior tech, escalated by phone tech, and still no resolution. Yesterday had Rogers out front for hours searching for the issue. They are not finding it. I'm pretty sure they've put a noise reducer on our node, the filter not allowing for part of its test to even get a reading anymore. No Rx packet loss data, or Tx packet loss data.
So the filter they've add is shaving .3mbps off of my speed to filter noise? I'm don't know. But since then the burst are different, whereas before they were long and annoying and workable, these new burst are much shorter, but more intense, hitting 2000-3500 pings in game, and suffering massive packet loss. The guy out front in the truck today said his instruments are picking up nothing, yet its still happening, and its not just me in this neighbourhood.
So, here it is in a nutshell, running smooth, ping 40. A skip or hesitation in game, and you see your ping jump up to 80-90 for 10 secs up to a minute, before pinging 120, 330, 600, 2000, 3500, packet loss will be around 10-15% and it will drop back to 80 or so for a bit, before repeating the above squence 3-10 times before settling down, and things go back to normal at 40 ping. Its worse from 6-10pm, but happens in the day time as well. Streaming and other internet useage seems unaffected. All test from Rogers show nothing or they can't locate the source of this "noise"? I would have switched to Bell by now, but they only have 50mbs/dl here, but new lines are going in soon, so...
Hello, @LargusMeans
I can imagine how frustrating it is trying to do online gaming when you are experiencing latency and packet loss.
As this issue has been ongoing for some time now we'd like to run some tests on your equipment and forward your information over to one of our support teams to review. Please send a private message to @CommunityHelps so we can gather your information and get started. Not familiar with our private messaging system? No worries, click here.
We look forward to hearing from you.
RogersTony
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