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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
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
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
@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
@RogersAdam wrote:
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.
@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.
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
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