Latency Spike followed by Packet Loss

[ratsrepus333]

Hey All,

Recently switched to Rogers and noticed that my PC is experiencing a high latency ping, followed by a packet or two being lost, every 45-60 seconds. Here's the ping/trace to Google DNS from 20:30 EST:

Reply from 8.8.8.8: bytes=32 time=17ms TTL=118
Reply from 8.8.8.8: bytes=32 time=15ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=1688ms TTL=118
Reply from 8.8.8.8: bytes=32 time=18ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=1535ms TTL=118
Reply from 8.8.8.8: bytes=32 time=16ms TTL=118
Reply from 8.8.8.8: bytes=32 time=15ms TTL=118
Reply from 8.8.8.8: bytes=32 time=14ms TTL=118
Reply from 8.8.8.8: bytes=32 time=14ms TTL=118

tracert 8.8.8.8

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 10.0.0.1
2 * 854 ms 18 ms 174.115.68.1
3 18 ms 15 ms 27 ms 67.231.221.157
4 19 ms 18 ms 34 ms 209.148.238.78
5 17 ms 16 ms 18 ms unallocated-static.rogers.com [72.139.139.190]
6 * * * Request timed out.
7 3108 ms 24 ms 21 ms 108.170.251.17
8 27 ms 16 ms 22 ms 108.170.231.65
9 1711 ms 20 ms 17 ms dns.google [8.8.8.8]

Link speed (Receive/Transmit): 780/780 (Mbps)

IPv4 address: 10.0.0.x

IPv4 DNS servers: 64.71.255.204, 64.71.255.198

Manufacturer: Realtek Semiconductor Corp.

Description: TP-Link Wireless MU-MIMO USB Adapter

Driver version: 1030.38.712.2019

Tried rebooting modem, updating WIFI drivers, etc, but it hasn't improved.

Should I open a service ticket or is this forum the proper place for assistance?

Thanks!

*Added Labels*

[ratsrepus333]

Here are some more pings to Google DNS at 20:00 on Fri Sep 29:

Reply from 8.8.8.8: bytes=32 time=20ms TTL=118
Reply from 8.8.8.8: bytes=32 time=16ms TTL=118
Reply from 8.8.8.8: bytes=32 time=14ms TTL=118
Reply from 8.8.8.8: bytes=32 time=14ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=676ms TTL=118
Reply from 8.8.8.8: bytes=32 time=19ms TTL=118
Reply from 8.8.8.8: bytes=32 time=15ms TTL=118
Reply from 8.8.8.8: bytes=32 time=18ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=17ms TTL=118
Reply from 8.8.8.8: bytes=32 time=18ms TTL=118
Reply from 8.8.8.8: bytes=32 time=18ms TTL=118
Reply from 8.8.8.8: bytes=32 time=14ms TTL=118
Reply from 8.8.8.8: bytes=32 time=16ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=2678ms TTL=118
Reply from 8.8.8.8: bytes=32 time=23ms TTL=118
Reply from 8.8.8.8: bytes=32 time=22ms TTL=118
Reply from 8.8.8.8: bytes=32 time=15ms TTL=118
Reply from 8.8.8.8: bytes=32 time=15ms TTL=118
Reply from 8.8.8.8: bytes=32 time=21ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=64ms TTL=118
Reply from 8.8.8.8: bytes=32 time=19ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=63ms TTL=118
Reply from 8.8.8.8: bytes=32 time=15ms TTL=118
Reply from 8.8.8.8: bytes=32 time=18ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3773ms TTL=118
Reply from 8.8.8.8: bytes=32 time=28ms TTL=118
Reply from 8.8.8.8: bytes=32 time=3125ms TTL=118
Reply from 8.8.8.8: bytes=32 time=26ms TTL=118
Reply from 8.8.8.8: bytes=32 time=143ms TTL=118
Reply from 8.8.8.8: bytes=32 time=14ms TTL=118
Reply from 8.8.8.8: bytes=32 time=8ms TTL=118
Reply from 8.8.8.8: bytes=32 time=14ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=311ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3679ms TTL=118
Reply from 8.8.8.8: bytes=32 time=27ms TTL=118
Request timed out.
Reply from 8.8.8.8: bytes=32 time=29ms TTL=118
Reply from 8.8.8.8: bytes=32 time=1727ms TTL=118
Reply from 8.8.8.8: bytes=32 time=52ms TTL=118

Would appreciate a response, because if this is network congestion localized to my neighborhood (as the install tech said), then I need to make other arrangements.

Thanks!

[LordDrakkon]

Most of the issues I have personally encountered with years of having no other choice but Rogers for Internet speeds over 25Mbit, is noise on the line or line corrosion.  The load balancing for Rogers is usually pretty good, even when over provisioned, which seems to be more common than not.  Do you have new construction going on around you where things like jackhammers are being used?  Did you have some recent rain that might be getting into the cable line somewhere?  These issues tend to show up with errors such as T3 timeouts as well as a few others.  

The more common troubleshooting methods are:  Make sure the modem is plugged directly into a wall outlet.  Do not plug it into an outlet that shares the same breaker or fuse with things like a stove, washer/dryer, microwave, fridge, or freezer.  These devices can create spikes and dips in the power to the modem.  

[ratsrepus333]

Thanks for the reply, LordDrakkon.

I verified the modem isn't plugged into the same breaker as any major appliances. We don't have any current construction occurring close by, but there was a new sub-division that was completed in the past year. 

My guess that it's congestion, is based on the fact that the packet loss gets substantially worse during peak hours (7-10pm). During non-peak hours, I still will see a high latency packet / lost packet, but much less frequently. During the peak times, I see anywhere between 2-6% packet loss, which doesn't impact some applications, but does affect online gaming. 

I did open support case C192312302 yesterday to try and get some traction so hopefully that reveals something.

Thanks for your help!

[LordDrakkon]

They might need to upgrade the node for the area to handle the increased traffic.  Good luck!  Rogers is really slow at getting that done from experiences with them.  Over provisioning an area is sadly not an uncommon issue with Rogers internet services.