Ongoing Packet Loss Issue and Router Randomly Disconnectiong

[lyacon]

Hi, I live in the Waterloo,ON area and for the past couple of months I have been getting major packet loss and connection issues. The issue was "fixed" about 2 months ago until we had an internet and Rogers outage on June 1st. I have been going back and forth with Rogers Support and they have sent 2 techs so far who have replaced the routers twice. However, the issue does not seem to be fixed and I am still getting outgoing packet loss spikes of up to 89% in Valorant. Moreover, the router seems to disconnect and lose internet randomly throughout the day and I am also noticing that I am being dropped from MS Teams Calls as well.

Any help on this would be appreciated

[RogersTony]

Hello, @lyacon 

Welcome to the Rogers Community Forums!

We know how important it is to have a stable connection with low latency. Dealing with packet loss is definitely not ideal. Please provide us with the results of a ping test and a traceroute. You can find the specific steps required here.

Please post your results so the community can review.

RogersTony

[lyacon]

Hey Tony,

Here are the stats that I have also provided to Jermaine in Community Support:

Tracing using Riots website I get this:

tracert 192.207.0.1

Tracing route to 192.207.0.1 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 10.0.0.1
2 15 ms 18 ms 14 ms 99.250.214.1
3 13 ms 33 ms 13 ms 8080-dgw01.ktgc.rmgt.net.rogers.com [66.185.90.37]
4 18 ms 18 ms 25 ms unallocated-static.rogers.com [72.139.139.46]
5 19 ms 19 ms 17 ms 9404-cgw01.ym.rmgt.net.rogers.com [209.148.233.90]
6 27 ms 34 ms 33 ms 209.148.237.21
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Ping statistics for 142.251.41.78:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 24ms, Average = 15ms

[RogersJermaine]

Hi @lyacon,

I appreciate the detailed response and thank you for reaching out to us in the PMs. I'm hopeful we can work towards a resolution.

Thank you for your participation in the Community!

RogersJermaine