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Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

Before my switch to Rogers, I was experiencing packet loss during peak hours. The ISP determined that we were having issues with the node in the area (oversaturated). Nevertheless, my latency to the outside as well as the modem were extremly stable. Now, with the switch to the 1GBPS plan from Rogers, my latency is absolutely everywhere. Here are some ping graphs:


Ping to modem
DCM476: http://i.imgur.com/P0tIp9W.png -- 643us (not even 1ms)
CGNM-3552: http://i.imgur.com/IAzrsxm.png(2ms+)

Ping to outside
http://i.imgur.com/R7hODE6.png(To the left of the gap is the old ISP with the old modem, to the right is Rogers)
You can see the crazy unstable latency on the right hand side -- it's literally everywhere.

Modem signals

Downstream Overview
Port ID    Frequency (MHz)    Modulation    Signal strength (dBmV)    Channel ID    Signal noise ratio (dB)
1    621000000    256QAM    -2.100    12    38.605
2    561000000    256QAM    -1.300    2    38.605
3    567000000    256QAM    -1.300    3    38.605
4    573000000    256QAM    -1.500    4    38.605
5    579000000    256QAM    -1.900    5    38.983
6    585000000    256QAM    -2.500    6    38.605
7    591000000    256QAM    -2.800    7    37.636
8    597000000    256QAM    -2.900    8    38.605
9    603000000    256QAM    -2.800    9    38.605
10    609000000    256QAM    -2.300    10    38.605
11    615000000    256QAM    -2.300    11    38.605
12    555000000    256QAM    -1.200    1    38.605
13    633000000    256QAM    -1.700    13    38.605
14    639000000    256QAM    -1.500    14    38.605
15    645000000    256QAM    -1.500    15    38.605
16    651000000    256QAM    -2.000    16    37.636
17    657000000    256QAM    -2.300    17    37.636
18    663000000    256QAM    -2.900    18    37.636
19    669000000    256QAM    -3.200    19    38.605
20    675000000    256QAM    -3.300    20    37.356
21    681000000    256QAM    -3.100    21    38.605
22    687000000    256QAM    -3.000    22    37.636
23    693000000    256QAM    -2.700    23    38.605
24    699000000    256QAM    -2.700    24    38.605
25    705000000    256QAM    -2.300    25    38.200
26    711000000    256QAM    -2.100    26    38.200
27    717000000    256QAM    -1.800    27    38.600
28    723000000    256QAM    -1.400    28    38.600
29    837000000    256QAM    -3.900    29    38.600
30    843000000    256QAM    -3.800    30    39.200
31    849000000    256QAM    -3.700    31    39.200
32    855000000    256QAM    -3.900    32    38.900
Upstream Overview
Port ID    Frequency (MHz)    Modulation    Signal strength (dBmV)    Channel ID    BandWidth
1    23700000    ATDMA - 64QAM    41.250    2    6400000
2    38595649    ATDMA - 64QAM    44.750    3    3200000
3    30596000    ATDMA - 64QAM    42.750    1    6400000[/code]



Anyone else have this issue, or anyone know what I can do to fix this?

 

***edited labels***

44 REPLIES 44

Re: Latency EXTREMELY unstable on the new Gigabit package

Datalink
Resident Expert
Resident Expert

You're not the first person to notice this.  Other users have seen this come up ingame and in VOIP applications.  I've switched to the CGNM-3552 as well and my ping time to the first node beyond my modem has gone from an average of 10 ms enroute to anywhere to something between 20 to 30 ms on average with high ping times ranging from 200 to 300 ms.  My graphs look very similar to yours.  I'll be sending an email to the engineering staff pointing out the fact that users are really starting to notice this now.  Have a look at my post #76 on the following page and have a look at some of the linked graphs. 

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3315...



Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

Yup, looks like we're definitely having the same issue. What's the likelyhood that they'll get this resolved? I can see this being a pretty annoying issue while gaming.

Re: Latency EXTREMELY unstable on the new Gigabit package

Mathooshan
I've Been Here Awhile

i dont have the gigabit package but im experiencing the same problem 

Re: Latency EXTREMELY unstable on the new Gigabit package

@Mathooshan can you have a look at the product sticker at the back of the modem and let me know what it happens to be, CGN3, CGN3ACR, CGN3ACSMR, CGN2, or DPC-3825.  

 

In the case of the CGN3 series modems, can you log into the modem and let me know what Software (firmware) version is loaded, as indicated on the Status page that comes up after logging in.  Finally can you then navigate to the STATUS ...... DOCSIS EVENT page and have a look for one of the following sequences:

a. CMTS-MAC=00:17:10 which indicates that you are connected to a Casa Systems Cable Modem Termination System (CMTS), or;


b. any of the following which indicates that you are connected to a Cisco Systems CMTS.

 

     1. CMTS-MAC=00:05:00
     2. CMTS-MAC=00:12:43
     3. CMTS-MAC=00:14:f1
     4. CMTS-MAC=00:1f:ca
     5. CMTS-MAC=e0:2f:6d Note: there may be other Cicso MAC addresses
                                                             as well which are not on this list yet.


Please let me know if you have the CMTS-MAC=00:17:10 sequence in your DOCSIS EVENTS log as you will need to request the trial version 4.5.8.21 if you are connected to the Casa Systems CMTS, which that sequence indicates and you happen to have a CGN3ACSMR.

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3315...

 

@JohnyR you should request the firmware as indicated in that post as it resolves the issue of dead LAN ports when connected to a Casa CMTS which you will have.  

 

I will be chatting via pm or email with the engineering staff about this issue.



Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

@Datalink Here it is:

CGNM-3552

Firmware: 4.5.8.21 (firmware trial)

I am definitely on the Casa CMTS (00:17:10 in logs present)

Re: Latency EXTREMELY unstable on the new Gigabit package

Thanks, you're a step ahead of me.  Unfortunately I have no idea when this will be resolved, but, I'll be bringing it up with the engineering staff.



Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

Yeah, I just hope they take it seriously.

 

If you ever need any sort of data, ping graphs, ect. please let me know. Here's another MTR that may help when you speak to them http://i.imgur.com/xs04OEw.png

xs04OEw.png

Re: Latency EXTREMELY unstable on the new Gigabit package

Mathooshan
I've Been Here Awhile

@Datalink

 I Have the CGN3ACSMR with 4.5.8.20 firemware version. 

I cant find any of the CMTS-MAC you listed .

Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

I'm getting crazy 8% packet loss right now to the node. Anyone else?

 

SyOq8B4.png 

oZfsCe9.png

pRb83FB.pngZ6FrCq4.png

Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

@Datalink -- Any response from ENG?

Re: Latency EXTREMELY unstable on the new Gigabit package

Nothing so far, although I did bring up the issue again 😞



Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

Hmm, I find it odd that an issue of this importance is ignored (even in the "feedback thread"). I have a feeling that the issue may be related to the Hitrons internals, and there's nothing they can do it about it.

 

Were you using a different modem before? Did you have the same issue? My old DCM476 definitely did not ping 20-150ms+.

Re: Latency EXTREMELY unstable on the new Gigabit package

I was using a CGN3ACSMR before with a Cisco CMTS.  Ping time to the first server beyond the modem was averaging 10 ms.  I was looking forward to seeing that drop down slightly.  Now, my ping time is 20 to 30 ms on average with observed ping times in the 200 to 300 ms range.  Not a happy camper about this 😞  But, keep in mind, its early days.  Not willing to give up the ship just yet.  However, might have to find the life preserver...



Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

Same thing here, I'm averaging 30ms to the first hop outside my network. I've seen it hit as high as 600ms with MTR.

 

I signed a 2 year contract, so I'm definitely not giving up. I'm pretty sure I still have an oversaturated node issue in my area, but that's a whole different story (or maybe not).

 

I'm glad I'm not alone on this issue. We definitely need to get some more users with the same issue so they actually address it. Otherwise, I think we're out of luck.

Re: Latency EXTREMELY unstable on the new Gigabit package

moffa
I've Been Here Awhile

I also have the exact same issue.  I just got 'gigabit' but terrible latency (50-1400ms to my first hop) with huge packet loss when connecting to my VPN over UDP.  I was thinking its a variety of issues, yet its an easy thing to reproduce.  I created a ticket with them and are still waiting for a response.  If anyone finds a solution, please share it, but I'm doubtful as I'm sure the issue lies with Rogers.

Re: Latency EXTREMELY unstable on the new Gigabit package

HI ALl,

 

I just upgraded to gigabit today and im only getting about 600mbs.  I wasnt expecting exactly 1gb on the network but thought id be getting at least 800-850. Im interested in hearing what other customers are getting - this 500 seems a little unreasonable given the cost of the service. THe technician who installed said the signal is fine, checked the lines and we also tried a few differnet cables to the modem.  My NIC is gb and my pc is running the latest device software.

 

I know this isnt directly related to the topic here, so my apologies, but i wanted to check with some people who have experience with this level of service.  The technician asked me to call his supervisor who redirected me to rogers tech support who opened a ticket.  I suspect this isnt going to go anywhere and i will just be told its my pc

 

looking at some screenshots in this thread, i see my signal noise ratio is lower than others (my ranges 33-35).

My signal strength for each port is all over the place - some are o, some are -6 / -7

 

if anyone has any suggestions that is appreciated - clearly, 600mbs for a gigabit service isnt something i will interested in keeping.

 

Thanks

Shawn

Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

Hey Shawn, post up your modem signals along with your event log.

 

I'm also usually hovering around the 750Mbps range -- sometimes 850 if I'm lucky. Are you using your own router, or the Hitron modem provided by rogers?

Re: Latency EXTREMELY unstable on the new Gigabit package

Please don't post your events log unless you remove the CM-MAC address data first.  That is your modem's MAC address, which should not be posted in an open forum.

 

Just to note, I've seen wildly different speedtest results posted that I can't explain.  I use the speedtest.net Toronto Telus server first, Speedtest.net Beanfield server second, and lastly, Rogers speedtest, http://speedcheck.rogers.com/en.html.

 

Note that not all of speedtest's servers are equally capable and you may be initially directed to a server that doesn't have the data rate capability to really test gigabit service. 

 

Normally I see better results from the speedtest.net Toronto Telus server.  With the CGNM-3552 modem in Gateway mode, running a direct connection via Cat 6 cable to a pc, I'll see something in the high 800's download, 45 to 48 Mb/s upstream.  Highest I've seen to date, on separate speedtests with the Telus server is 940 Mb/s down, 49 Mb/s up.  This is using Chrome for a web browser as it has Flash baked into the application

 

Others have seen very poor speedtest results when using the speedtest site.  They have enabled a Flash free test recently which can produce very poor results as your IP address might not match your geographical area, and as a result you're directed to a server that can't run a high speed test.

 

So, if you could run a test using the speedtest.net Telus Server with Chrome or with Firefox if you have Flash loaded, that would serve as a good comparison with your previous results.



Re: Latency EXTREMELY unstable on the new Gigabit package

 

I Talked to a few people at rogers- they all seem to say the same thing.

One technician said - never seen anything over 800mbs and not to expect it.

 

Another said its likely my PC (no surprise) - im aware there are issues that can impact speed including the ability of the pc hardware to handle the speeds - so i cant definitively state it isnt my pc.

 

I am connected via cat6 and my NIC is a 1gigabit - I had everything else disconnected from the modem.

IM using the ignite gigabit modem from rogers that they gave me.  We also put the modem in bridge mode to see if that helped but it didnt.

 

I tried a direct wifi connect as a matter of interest - i know that wont give me the same speed.

I used an IPAD to try and exclude any pc-notebook-windows related issues only got 30mbs download.  This seems a little low....on that side.  rogers said that the modems will max out based on the speed of devices connecting but no other wifi device was connected to the modem.

 

So, besides dealing with what i regard as not ideal speeds for a 1gbs service (600), the modem doesnt seem to be dealing with wifi so well either.

 

Reading elsewhere, some people have suggested based on BUS limitations, that you may only reach 600 - which is why im interested in what speeds others are getting. My PC isnt the newest...im not a hardware expert but i read that perhaps using PCIe is the way to go for the NIC.....right now im just using the NIC on my motherboard.

 

 

Here are my signals- rogers says the range is ok - i saw in this thread comments about 0 being the ideal target, so some ports are a little off.

 


signaldown.JPG

any suggestions, even if they are related to potential changes i can make on my pc side to improve throughout is appreciated. ive already ensured the NIC drivers are up to date.

 

Thanks

Shawn

Re: Latency EXTREMELY unstable on the new Gigabit package

JohnyR
I Plan to Stick Around

Bumping this.  @Datalink Heard anything from your end?

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