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Large ping spikes

Stimmerr
I plan to stick around

Hello,

 

I have had issues with my internet for the past 8 or so months. I get very brief windows of good steady ping then it shoots off wildly for hours. I originally figured it was due to peak times and that kind of thing, because the steady times fit that pattern for awhile. Now it doesn't matter what time of day, I still jump from 50-60 ms to 1000+ ms for hours.

 

I have looked through posts that asked for the below information. I have tried resetting and different cables, modem settings, flushing dns..

 

PING TEST

Ping statistics for 2607:f8b0:400b:804::2004:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 1521ms, Average = 262ms

TRACEROUTE

Tracing route to www.google.com [2607:f8b0:400b:803::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 2607:fea8:761c:c910:c294:35ff:fec6:5521
2 519 ms 1604 ms 56 ms 2607:f798:804:1ee::1
3 2854 ms 253 ms 19 ms 2607:f798:10:cf5:0:241:5614:2133
4 16 ms 98 ms 747 ms 2607:f798:10:10b0:0:2091:4823:2053
5 111 ms 22 ms 216 ms 2607:f798:10:35a:0:2091:4823:5214
6 615 ms 123 ms 36 ms 2607:f798:14:83::2
7 505 ms 217 ms 151 ms 2001:4860:0:17::1
8 179 ms 184 ms 16 ms 2001:4860:0:1::1fb9
9 87 ms 21 ms 191 ms yyz12s08-in-x04.1e100.net [2607:f8b0:400b:803::2004]

Trace complete.

Tracing route to www.google.com [2607:f8b0:400b:803::2004]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2607:fea8:761c:c910:c294:35ff:fec6:5521
2 19 ms 28 ms 26 ms 2607:f798:804:1ee::1
3 169 ms 19 ms 13 ms 2607:f798:10:cf5:0:241:5614:2133
4 151 ms 19 ms 192 ms 2607:f798:10:10b0:0:2091:4823:2053
5 17 ms 584 ms 1165 ms 2607:f798:10:35a:0:2091:4823:5214
6 243 ms 29 ms 134 ms 2607:f798:14:83::2
7 64 ms 15 ms 19 ms 2001:4860:0:17::1
8 209 ms 22 ms 26 ms 2001:4860:0:1::1fb9
9 83 ms 240 ms 17 ms yyz12s08-in-x04.1e100.net [2607:f8b0:400b:803::2004]

Trace complete.

 

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Large ping spikes

I just wanted to give an update. The issue affecting service on that node is still open, and I'm pushing where I can to get this expedited. I know that's a very general answer, but when I have more information that I can share, I will. 

 

-RogersAdam 

 

 

 

View solution in original post

26 REPLIES 26

Re: Large ping spikes

RogersMoin
Moderator
Moderator

Hello, @Stimmerr.

 

Welcome to our Community, and thank you for your post!

 

I appreciate you reading through different posts and running the ping and traceroute. 

  • Are these tests done on a wired connection?
  • Is there any active Internet usage happening while running the tests?
  • Are you using your own router?

For accurate results, the testing should be done when none of the devices are actively using the Internet. 

 

Cheers,

RogersMoin

Re: Large ping spikes

Stimmerr
I plan to stick around

Hey,

 

Thanks for the response, yes this is on a wired connection and without anyone else in my household using the internet. I'm using Rogers Ignite WiFi Gateway, with the 150 down 50 up package.

Re: Large ping spikes

Thank you for confirming that for us!

 

I'd like to run some additional tests on your connection and check your area before I make any further recommendations.

 

Please 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

Re: Large ping spikes

LordDrakkon
I'm a senior contributor
What are you trying to do when you notice this issue? A trace route to Google isn't that helpful unless the ping/lag spikes are when you are performing a Google search. Try running a trace route to the servers of what you are doing. An exam, the XBOX Live servers if you are gaming online through an Xbox console or the Twitch servers if you are trying to stream to Twitch.

Re: Large ping spikes

Stimmerr
I plan to stick around

Update*

 

Had a technician come and swap some cables and run some tests. Was told the issue was the coaxial cable, which was replaced. Problem still exists, ping reaching 600+ ms every 10-15 seconds. This isn't a gaming issue as the ping spikes are all day no matter whats happening. 

 

I have noticed 10+ other posts on here with the same problem, specifically in the Markham area, which I am near. I think its pretty clear this is an issue on Rogers side. I understand they are working in the area (based on other posts) or whatever but this issue has been going on for literally almost a year.

 

I don't know what else I can do, any help would be amazing.

Re: Large ping spikes

Hello, @Stimmerr.

 

I appreciate the update, and continue working with us in the PMs. We look forward to seeing the issue resolved as soon as possible. Thank you for being so patient. 

 

Regards,

RogersMoin

Re: Large ping spikes

LordDrakkon
I'm a senior contributor

That sounds a lot like the intermittent sync issue that it took Rogers to solve after 2 and a half years.  They fought me at every instance to fix it.  It got to the point where I had to literally switch to Bell's DSL with 25 down and 3 up because that was the alternative to Rogers.  The issue was an exposed cable going to the node and took permits from the City of Toronto and the complex here to fix as well as an entire crew from Rogers over days to finally resolve once they decided it was actually in their best interest to fix. 

 

Good luck!  If the issue has been going on for that long.  It is more than likely an issue that Rogers just doesn't want to fix until they absolutely have to.  They can monitor the line over a week or two to see if there is some sort of noise creating the spikes and to identify various potential issues.  The issue is, finding a tech that is actually willing to do their job instead of just say whatever it takes to close the work order.  

Re: Large ping spikes


@LordDrakkon wrote:

Good luck!  If the issue has been going on for that long.  It is more than likely an issue that Rogers just doesn't want to fix until they absolutely have to.  They can monitor the line over a week or two to see if there is some sort of noise creating the spikes and to identify various potential issues.  The issue is, finding a tech that is actually willing to do their job instead of just say whatever it takes to close the work order.  


If it's a chronic, ongoing problem with noise, you will see a ton of Uncorrectable Codewords errors in your Ignite Gateway's stats.  (Log into the modem/gateway, go to "Gateway > Connection > Rogers Network", and scroll down to the bottom of the page.)

 

If the latency spikes are due to node congestion or an upstream issue, you won't see any spikes in your error stats.  The first-level Support tech will not have access to detailed node stats nor will they have any visibility into upstream network problems.  This is a problem that needs to be investigated by level-2 (or higher) support tech and that the Rogers network team will need to fix.

 

I don't know if it's related or a separate problem but I have been seeing situations where the network basically stops forwarding traffic for a few seconds at a time.  It's bad enough that Ignite TV goes black for a second or two, whatever channel we are watching at a time, and it can happen at any time of the day or night.  I have seen this at my parent's house (standard Rogers installation) and my house (anything but a standard installation  😀).  I can't really say whether this is a problem that happens all the time, to varying degrees, or whether is a bad intermittent glitch.

 

(FYI, I'm in Markham, served by a DAA/R-PHY node..  Recently, we had a 5+ hour outage, on the weekend, that affected SEVERAL neighbourhoods.  Over the past week, we have also had multiple multi-hour outages in the middle of the night, probably due to maintenance activities.)

 

CC: @CommunityHelps 

Re: Large ping spikes

Stimmerr
I plan to stick around

Heya,

 

I have zero uncorrectable codewords and maybe 5-16 per table correctable codewords and the unerrored is massive but I believe that's okay. I'm starting to think you're right with node congestion or upstream issue. Its actually gotten worse since the technicians have been here, I don't believe its related but I don't even get windows of calm, its just 50-500+ ping every couple seconds day and night. Really hoping I can at the very least get this stable so I can work..

 

Thanks

Re: Large ping spikes

Hi @Stimmerr & @-G-,

 

I had a chance to look into the node this morning, and I wanted to share a couple of things. I see there was an outage in the area a few days ago. It was a run-of-the-mill hardware fault so it was unrelated to what Stimmerr is experiencing.


I read that this issue happens all day.  As far as US utilization goes, this node (R-PHY) looks healthy. From a network capacity availability perspective, there are no concerns. 

However, the tech that was recently out at Stimmerr's house did refer to maintenance for US noise on the lowest channel. We can see other similar complaints on the node so we're looking into it. Maintenance will be out there to do some work shortly. 

 

We'll get this figured out. 

 

-RogersAdam

Re: Large ping spikes

Stimmerr
I plan to stick around

Hey Adam,

 

Thanks for the update, I'm just happy there might be a reason for this terrible ping. I will update if anything improves.

 

Thanks

Re: Large ping spikes

Stimmerr
I plan to stick around

Hello,

 

Update, things are getting worse... 

 

TRACE ROUTE

Tracing route to google.com [2607:f8b0:400b:807::200e]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2607:fea8:761c:c910:c294:35ff:fec6:5521
2 56 ms 306 ms 17 ms 2607:f798:804:1ee::1
3 197 ms 20 ms 76 ms 2607:f798:10:cf5:0:241:5614:2133
4 167 ms 39 ms 1514 ms 2607:f798:10:10b0:0:2091:4823:2053
5 560 ms 135 ms 39 ms 2607:f798:10:35a:0:2091:4823:5214
6 41 ms 304 ms 25 ms 2607:f798:14:83::2
7 121 ms 497 ms 18 ms 2001:4860::1c:4001:57f0
8 1725 ms 1933 ms 168 ms 2001:4860:0:1::5b65
9 544 ms 22 ms 52 ms yyz12s07-in-x0e.1e100.net [2607:f8b0:400b:807::200e]

Trace complete.

 

Tracing route to google.com [2607:f8b0:400b:807::200e]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2607:fea8:761c:c910:c294:35ff:fec6:5521
2 1003 ms 22 ms 233 ms 2607:f798:804:1ee::1
3 106 ms 81 ms 363 ms 2607:f798:10:cf5:0:241:5614:2133
4 14 ms 57 ms 34 ms 2607:f798:10:10b0:0:2091:4823:2053
5 125 ms 174 ms 326 ms 2607:f798:10:35a:0:2091:4823:5214
6 23 ms 19 ms 60 ms 2607:f798:14:83::2
7 71 ms 18 ms 148 ms 2001:4860::1c:4001:57f0
8 946 ms 23 ms 104 ms 2001:4860:0:1::5b65
9 50 ms 744 ms 54 ms yyz12s07-in-x0e.1e100.net [2607:f8b0:400b:807::200e]

Trace complete.

 

PING

 

Pinging google.com [2607:f8b0:400b:804::200e] with 32 bytes of data:
Reply from 2607:f8b0:400b:804::200e: time=374ms
Reply from 2607:f8b0:400b:804::200e: time=26ms
Reply from 2607:f8b0:400b:804::200e: time=22ms
Reply from 2607:f8b0:400b:804::200e: time=19ms
Reply from 2607:f8b0:400b:804::200e: time=1233ms
Reply from 2607:f8b0:400b:804::200e: time=87ms
Reply from 2607:f8b0:400b:804::200e: time=47ms
Reply from 2607:f8b0:400b:804::200e: time=1707ms
Reply from 2607:f8b0:400b:804::200e: time=357ms
Reply from 2607:f8b0:400b:804::200e: time=20ms

Ping statistics for 2607:f8b0:400b:804::200e:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 19ms, Maximum = 1707ms, Average = 389ms

 

Pinging google.com [2607:f8b0:400b:804::200e] with 32 bytes of data:
Reply from 2607:f8b0:400b:804::200e: time=543ms
Reply from 2607:f8b0:400b:804::200e: time=569ms
Reply from 2607:f8b0:400b:804::200e: time=23ms
Reply from 2607:f8b0:400b:804::200e: time=49ms
Reply from 2607:f8b0:400b:804::200e: time=73ms
Reply from 2607:f8b0:400b:804::200e: time=146ms
Reply from 2607:f8b0:400b:804::200e: time=45ms
Reply from 2607:f8b0:400b:804::200e: time=1834ms
Reply from 2607:f8b0:400b:804::200e: time=470ms
Reply from 2607:f8b0:400b:804::200e: time=243ms

Ping statistics for 2607:f8b0:400b:804::200e:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 23ms, Maximum = 1834ms, Average = 399ms

Re: Large ping spikes

-G-
Resident Expert
Resident Expert

@RogersAdam wrote:

Hi @Stimmerr & @-G-,

 

I had a chance to look into the node this morning, and I wanted to share a couple of things. I see there was an outage in the area a few days ago. It was a run-of-the-mill hardware fault so it was unrelated to what Stimmerr is experiencing.


I read that this issue happens all day.  As far as US utilization goes, this node (R-PHY) looks healthy. From a network capacity availability perspective, there are no concerns. 


Thanks, Adam.  I concur that load on my node is not a problem.  Ping tests look fairly good too:

 

--- 8.8.8.8 ping statistics ---

3600 packets transmitted, 3598 packets received, 0.1% packet loss

round-trip min/avg/max/stddev = 5.608/16.668/30.044/2.321 ms

 

--- 8.8.8.8 ping statistics ---

3600 packets transmitted, 3600 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 8.142/16.809/34.756/2.438 ms

 

However, that fact still remains that for whatever reason there are random times where, for whatever reason, the network (node or vCMTS) seems to stop forwarding traffic.

 

It's also worth noting that pretty much ALL of the delay in the ping RTT (to a well-connected Internet host) is over the DOCSIS infrastructure.  Once a packet gets through the node and CMTS router, there is negligible additional latency on the network path.

Re: Large ping spikes

-G-
Resident Expert
Resident Expert

@Stimmerr  It sure looks like your node is overloaded.

 

When looking at your traceroute, the first hop in the path is your Ignite Gateway.  The second hop in the network path is the CMTS router.

 

The response to the first hop is always 1ms or less, which is to be expected.  HOWEVER, getting to the second hop can take several-hundred ms, or even more than 1000 ms!  It's probably due to congestion on your node.  If your local infrastructure is oversubscribed, there is nothing that can be done to improve the situation other than a node split.

 

It's frustrating that virtually ALL of the latency that Ignite (cable) Internet customers see is being introduced by the DOCSIS infrastructure, and there is only so much that evolving DOCSIS standards can do to improve performance and reduce latency.  A well-implemented FTTH Internet service can't come soon enough.

Re: Large ping spikes

Stimmerr
I plan to stick around
Well it seems to be the node yeah.. sadly from the other posts here it could be months to see any fixes and even at that I don’t see any solutions on the posts where the node was the issue. That doesn’t make me very optimistic.. I also received an email from Rogers saying there has been delays with maintenance. My Wife and I have been sitting at coffee shops to get our work done.. who ironically use Rogers with zero lag issues not more than 10 mins down the road. This is just very frustrating.

Re: Large ping spikes

I just wanted to give an update. The issue affecting service on that node is still open, and I'm pushing where I can to get this expedited. I know that's a very general answer, but when I have more information that I can share, I will. 

 

-RogersAdam 

 

 

 

Re: Large ping spikes

-G-
Resident Expert
Resident Expert

Things can still be not-so-great even on nodes that are not heavily overloaded.  Here's a ping test that was started at 11AM this past Saturday:

 

--- 8.8.8.8 ping statistics ---

3600 packets transmitted, 3598 packets received, 0.1% packet loss

round-trip min/avg/max/stddev = 9.745/32.176/447.347/33.563 ms

Re: Large ping spikes

teamlloyd
I plan to stick around

Thank god theres a thread where things are moving at least! Glad to see Adam still working hard. still seeing crazy ping spikes on my street (neighbors telling me they're experiencing the same issues) as reported before. had a complete internet outage that went on for hours today in my neighborhood, hoping that it was maintenance related and not more hardware failure... Praying for a solution soon! 

Re: Large ping spikes

Stimmerr
I plan to stick around

Update *

 

Still no improvement... still un-usable but I guess instead of 3,600 ms I'm getting 550+ ms. I still can't work from home as it drops video calls but I can load YouTube videos now. 2 months and $200+ to Rogers for internet I can barely use. I'm losing faith this will be fixed anytime soon and I can't keep paying for a service I'm not receiving. 

Re: Large ping spikes

teamlloyd
I plan to stick around

I just hope it's resolved soon because come February it will legitimately be a full year of constant severe service interruptions all hours of the day. 🙃

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