Ping spikes and packet loss (connected by ethernet)

[mikegrossi]

I have tried multiple approaches to solving this issue, it has been weeks. I've had two technicians at my home. The first technician told us to upgrade to Ignite and it would solve our problems. Got Ignite 1.5 Gigabit internet, and the problem persists. The second technician came and tested our cables and cable box, confirmed it was not a hardware issue within the home, told us there was a maintenance team working on our side of the street, and then left. The problem still persists while the maintenance team is long gone (not updating anyone on the situation either). These major ping spikes are most noticeable when gaming (using ethernet), however, we have also noticed television and WiFi interruptions. I have seen numbers reach up to about 300-500ms in-game. Yes, I have reset the modem, bought new ethernet cables, tightened the coax cable and tested both my desktop computers and a PS5 - the issue is all the same. I have seen multiple people posting the same issue on these forums, just for little to be resolved but I don't know what else to do. I've sent in a complaint form and I sent in a complaint to CCTS. This forum is the only thing I haven't complained to. It is clear something needs to be replaced or repaired, most likely on a large scale. I don't know why this is being ignored, it's really disheartening as a customer.

I also noticed it's a bit more usable with IPv6 disabled (not by much, IPv4 is still entirely unusable).

I can link the results of ping tests like the others have:

Reply from 64.71.255.204: bytes=32 time=140ms TTL=57
Reply from 64.71.255.204: bytes=32 time=37ms TTL=57
Reply from 64.71.255.204: bytes=32 time=46ms TTL=57
Reply from 64.71.255.204: bytes=32 time=11ms TTL=57
Reply from 64.71.255.204: bytes=32 time=22ms TTL=57
Reply from 64.71.255.204: bytes=32 time=19ms TTL=57
Reply from 64.71.255.204: bytes=32 time=42ms TTL=57
Reply from 64.71.255.204: bytes=32 time=12ms TTL=57
Reply from 64.71.255.204: bytes=32 time=16ms TTL=57
Reply from 64.71.255.204: bytes=32 time=57ms TTL=57
Reply from 64.71.255.204: bytes=32 time=14ms TTL=57
Reply from 64.71.255.204: bytes=32 time=12ms TTL=57
Reply from 64.71.255.204: bytes=32 time=19ms TTL=57
Reply from 64.71.255.204: bytes=32 time=9ms TTL=57
Reply from 64.71.255.204: bytes=32 time=14ms TTL=57
Reply from 64.71.255.204: bytes=32 time=11ms TTL=57
Reply from 64.71.255.204: bytes=32 time=18ms TTL=57
Reply from 64.71.255.204: bytes=32 time=47ms TTL=57
Reply from 64.71.255.204: bytes=32 time=25ms TTL=57
Reply from 64.71.255.204: bytes=32 time=19ms TTL=57
Reply from 64.71.255.204: bytes=32 time=16ms TTL=57
Reply from 64.71.255.204: bytes=32 time=13ms TTL=57
Reply from 64.71.255.204: bytes=32 time=88ms TTL=57

Ping statistics for 64.71.255.204:
Packets: Sent = 222, Received = 222, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 2012ms, Average = 81ms

Reply from 2607:f798:18:10:0:640:7125:5204: time=62ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=76ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=64ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=16ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=23ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=8ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=20ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=13ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=15ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=7ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=21ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=16ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=42ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=24ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=15ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=8ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=17ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=7ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=8ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=14ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=15ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=17ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms

Ping statistics for 2607:f798:18:10:0:640:7125:5204:
Packets: Sent = 322, Received = 322, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 3537ms, Average = 53ms

The results are abysmal. Help anyone? Or can I urge an actual investigation to take place?

**Labels Added**

[ktseng]

Been having the same issues for weeks. i've had countless techs come to my hosue and replace the coax lines from the box to the house and inspect everything in between. Still having the same issues. Switching to bell this week. Tired of the inconsistency with rogers. Been telling them its an issue at the node or further but they refuse to address it. 

[mikegrossi]

Yup! I've been looking at switching as well. I understand that node (or beyond) repair takes significant planning and such, but just an acknowledgment of the issue or communication that it's being looked into would be great at this point. Thank you for confirming I'm not the only one dealing with this!

[RogersCorey]

Greetings @mikegrossi!

As a fellow gamer, I know ping spikes like this are absolutely destructive to the experience. It doesn't take much to ruin a match. I'd like to run some further tests for you to get to the root of the problem here. 

We'd be happy to take a closer look to see what is going on! 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.

Regards,

RogersCorey  

[mjsj]

hey, im just wondering did your issue get fixed? just curious because im having the same problem.

[57LateralRaises]

did your issue get fixed