Packet Loss / Issues Playing Online Games

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I've Been Here Awhile
Posts: 3

Packet Loss / Issues Playing Online Games

Hi,

 

Recently I've been having a lot of issues lately with bad lag trying to play multiple online games and after digging into some of @Datalink 's old posts I have tried to run a couple of 10 minute tests while trying to play a game in an attempt to isolate the issue (btw Datalink, thank you for all of your explanations, it really helped). Due to a similar packet loss issue a few months ago caused by bad SNR in my area that I was trying to investigate, I no longer have a pro trial for Pingplotter. That issue was supposed to have been resolved and hasn't bothered me for a few months now but I have pasted my modem's DOCSIS WAN page below in case someone is able to see something I'm not.

 

Pinging my modem:
PingPlotter_2019-12-28_16-08-12.png

 

Pinging my CMTS:
PingPlotter_2019-12-28_15-47-22.png

 

Pinging a Rogers DNS servers:
PingPlotter_2019-12-28_15-57-49.png

 

For good measure, a Command prompt ping test to the CMTS:
Ping statistics for 99.247.54.1:
Packets: Sent = 523, Received = 503, Lost = 20 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 96ms, Average = 15ms

 

DOCSIS WAN:
2019-12-28_16-17-39.png


Unlike with my previous SNR issue, this time when I call Rogers tech support they aren't able to see any of this packet loss on their end, all of their tests come back normal. They opened a ticket with the backend team but they just closed my ticket a few hours later saying they were unable to find anything wrong. The other strange thing is sometimes if I pull the plug on my modem, wait a few seconds and plug it back in, the issue seems to go away for a few hours. I have tried to replace my modem and this still happens (CODA-4582U software ver 2.0.10.36T6). Of course this time when I tried it so I could document it with a ping test, it didn't work and I kept experiencing the same issues in game.

 

I'd appreciate any help anyone could give on how I could isolate this issue any further and what I need to get Rogers to do to help see this issue from their end so it can be fixed.

 

Thanks

 

 

 

***Edited Labels***

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Resident Expert
Resident Expert
Posts: 6,604

Re: Packet Loss / Issues Playing Online Games

@Kiwisz simply put, you have a packet loss problem.  Does that come as a surprise?  Probably not.  Ok, two possible paths here:

 

1.  Call tech support again, and again, and ...... to complain about the packet loss.  Make sure that the complaint is recorded on file.  Ask the tech rep what he or she intends to do about it.  Ask the tech rep to run a ping test, ping the modem from the CMTS, or, ping the CMTS from the modem.  The tech rep should know how to do this.  That test, run by the tech rep should prove that there's an issue afoot, most likely your external cable or connectors are failing.  Time for a tech visit to determine what the problem is.  If the tech does nothing, make sure the complaint is recorded and call back the next day, once again to record a complaint about packet loss.  Call every day until a tech is dispatched.  Really, it shouldn't be this difficult to see a tech visit occur to resolve a problem. 

 

2.  If tech support continues to ignore you, send a message to the moderators at @CommunityHelps.  Follow that link when you're logged into the forum as it will take you to their public page.  Further down the page is a link to "Send this user a private message".  Follow that link to the message composition page.  Fill in the subject line and the details and hit send, at the bottom.  When you're logged into the forum, look for a number overlaying your avatar in the upper right hand corner.  Follow that avatar (which serves as a link to your profile), down to the message inbox to see the response.  One of the moderators will or should respond to your message and hopefully arrange for a tech visit to determine what the problem is.  

 

Fwiw, your signal levels are ok.  The downstream DOCSIS 3.0 channels (1 to 32) look ok, the OFDM channel doesn't have enough data to determine if the OFDM channel is ok, and the upstream DOCSIS 3.1 channels are a little higher than normal for this modem but well within spec.  Typically this modem runs around 30 to 32/33 dBmV on the upstream side.  So, if the tech rep runs a signal check, and specifically looks at the OFDM channel, determining that all is well, the packet loss is a separate issue which can only show up with some type of traffic test thru the external cable system, ergo, a ping test run by the tech rep.  Your command line ping test to the CMTS confirms that there is a problem between the modem and the CMTS, resulting in disonnects/reconnects and subsequent packet loss.

 

Ask the tech rep to check the CMTS logs, looking for the disconnect / reconnect records.  That should show that there is a problem as there should be hundreds of disconnect/reconnect evens recorded every day.  Under normal circumstances, that number should probably be a handful of events per day, if that.



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I've Been Here Awhile
Posts: 3

Re: Packet Loss / Issues Playing Online Games

Hi @Datalink

 

Thanks for the reply. It seems like my modem reboot from earlier did actually temporarily fix the issue, if I ping the CMTS right now I don't get any packet loss. There's still some if I ping the Rogers DNS but playing games is fine for now. I'm sure it will come back though as it's done this in the past. I'll call tech support again once it reoccurs so there's something for them to see.

 

Thanks

Highlighted
Resident Expert
Resident Expert
Posts: 6,604

Re: Packet Loss / Issues Playing Online Games

@Kiwisz a modem reboot will usually solve the problem, temporarily, but, it doesn't resolve the underlying cause, which is a failing cable and/or connector.  The fact that the reboot does offer some temporary relief really indicates that you do have an external cable and/or connector problem.  The external RG-6 cables and their connectors don't last forever, and, every once in a while have to be replaced.  The point in time where the cable and/or connector is dying is usually pretty frustrating.  It would be much simpler and quicker if the component in question simply died, once and for all.  It would be pretty easy and much quicker to find the problem component if that happened.  When your at the point of calling tech support, don't reboot the modem until possibly after the call.  Let tech support see the problem, if the tech rep decides to go down that path.  



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I'm a Regular
Posts: 902

Re: Packet Loss / Issues Playing Online Games

How come you have 4 upload channels I only have 3 .. I have the same modem and same firmware ?
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I've Been Here Awhile
Posts: 3

Re: Packet Loss / Issues Playing Online Games

@lethalsniper which speed package do you have? I'm on the gigabit package which has 30mbps upload, that's the only reason I could think of for the difference.

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I'm a Regular
Posts: 902

Re: Packet Loss / Issues Playing Online Games

I’m on the 1gb and 30 upload
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I've Been Around
Posts: 1

Re: Packet Loss / Issues Playing Online Games

I'm also experiencing packet loss and frequent rubber banding in online games.
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Moderator
Moderator
Posts: 1,033

Re: Packet Loss / Issues Playing Online Games

Good evening @donutz1 and welcome to the Community :)!

 

Have you had a chance to speak to tech support about your Internet service. Have you had a tech out to your house for this issue? 

 

Please reach out to us via PM @CommunityHelps and we'll be happy to assist you. To learn more about our Private Messaging system, you can visit here.

 

 

 

RogersZia

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I Plan to Stick Around
Posts: 47

Re: Packet Loss / Issues Playing Online Games

I have been having the same issue since Christmas Day and I can confirm a reboot fixes it temporarily but I think @Datalink is right. I believe the only way for this to be fixed is to replace the cable. I had a rogers tech ping my modem and he saw packet loss despite my signal being good so he has scheduled for tomorrow and hopefully they will solve the issue. However when we have had this issue in the past all they do is put new ends on the cable and replace our modem. The cable coming into our home is at least 20+ years old I wish they would just replace it. I'd really like it if they were to start rolling out fiber to the home but who knows when that is going to happen. Today the internet when't out from 9:50 AM and only came back after a reboot of the modem