Massive Ping Spikes

[57LateralRaises]

I am on Rogers Ignite 1.5 Gbps. Richmond Hill area.

Issue: Massive ping spikes (spikes up to 2000+ ms) once every minute or so, online games are completely unplayable, freezes (due to massive lag) during that couple seconds.

Same for Wired and Wireless, also tested on multiple devices.

Using default ignite modem. Never had this problem, been using for months. The issue just started today, nothing has changed.

Example.

Was on the phone with support, they saw the problem from their end too, but they said they could only escalate it and couldn't send technician? 

***Edited Labels***

[57LateralRaises]

from pinging google.com ^

[57LateralRaises]

[Twendelboe]

You have a clear documented issue that is preventing you from using the service. Send a message to support with the same details you have provided here asking to void your contract.

Document the request. 

If (when) it is denied put in a stop payment and chargeback request via your credit card company that you used to pay the bill, making sure provide clear and concise evidence of everything you did to try to get help, including the message where someone told you anything under 100MS is acceptable and your response that you were regularly over 100MS. 

[57LateralRaises]

the issue got better for a while but it has returned again. it is unbelievable, getting 5000+ms spikes again

[angelagrech]

I am having the same issue, did you find a solution?

[cw991]

Having the same issue for about 3 months now . No fix in sight

[RogersZia]

Good evening @cw991 and @angelagrech,

Welcome to the Community!

You've come to the right place. To get started, I would recommend you to go through our troubleshooting guide here and post the results so we can analyze the data provided.

Looking forward to hearing from you.

RogersZia

[k4richard]

I got the same problem. Been a month. This happens from time to time. About for a month long every 2 years. I think they just limit our internet usage. But it's crazy we get such an unstable internet. I been thinking of switching for  a while now.

[k4richard]

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You cannot play online games with this ISP.

[57LateralRaises]

again

[RogersCorey]

Good morning @57LateralRaises,

I'd like to investigate and run some tests for you to see if there's any immediately identifiable issues in your area.

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.  

~RogersCorey

[gisuck]

Try using a tool like PingTracer or MTR to see where the drops are happening. 

[Ken45]

I also have similar issues. Multiple techs have come out to replace my lines. After lines were replaced, the techs that came out have always told me everything is fine. Although, I still get huge lag spikes periodically. I've messaged the Rogers guys on here for further assistance. However, I cannot get the numbers they want with the ping test (ie, an average of 100 ms ping) even though max ping is high. It is frustrating...

[dexmot74]

I've been dealing with this for a month now. Same symptoms. I think there is a serious infrastructure issue that Rogers/Shaw is hiding. Lots of tech have come, no resolution.

[sswilson]

It was mentioned a few posts up, but worth mentioning again.......

If your issue is with specific applications (like gaming) which require a connection to a remote server ping spikes are usually not occurring on the Rogers network, they're more than likely occurring on the hardware of one of their peering partners (The jump across the US border from Ontario has always been problematic if that's the most direct route). Getting Rogers to do something about the poor performance of peering partners has typically been an exercise in futility as peering partnerships are a contract that they'd have to break to change.

If your issue is with the jump across the Ont/US border one of the possible solutions is to use a VPN in order to change where your hop is happening. If your gaming servers are on the west coast (like Blizzard) you can select a western US VPN location which will bypass the Ontario one.

[dexmot74]

If only latency was the issue. Its a combination of high ping (100-2000+) and 20% packet loss. It's definitely on Rogers side. I am switching providers as Rogers can not provide an ETA for a fix.

[RogersRussel]

Hey there! If there is packet loss to your modem, this is something we would act on generally within 48 hours. If you are still having problems, feel free to send us a private message and we'll be happy to look into this with you. 

[dexmot74]

Unfortunately that's not the case here. Its confirmed an issue in my area and they have no ETA on a fix. As in they don't know what's wrong or don't want to fix it. Been broken for over a month now.

[RogersRussel]

This is certainly out of the norm for any issue affecting our customers. If you'd like to send us a private message, we'd be happy to take another look with you.