Problems with interrupted games and video stuttering - caused by excessive packet loss

[larryjhawkins]

Once again having issue with getting kicked out of WOW on a regular basis, youtube video freezing, IPtv terrible. I run WinMTR and see a router with 33 to 40 packet loss, come on Rogers network team please fix... its been a long two months ,,,

Case C145899076 - the ip address 99xxx.xxx.xxx - 40% Packet loss
WinMTR statistics Host % Sent Recv Best Avrg Wrst Last Docsis-Gateway.phub.net.cable.rogers.com 100 4623 1 2 2 2 2 99.xxx.xxx.x 40 4623 2815 5 34 219 15 66.185.91.145 0 4623 4623 6 34 247 12 so-5-0-2.gw02.wlfdle.phub.net.cable.rogers.com 0 4623 4623 5 33 310 41 9023-
cgw01.ym.rmgt.net.rogers.com 0 4623 4623 7 34 264 14 209.148.235.97 1 4623 4622 18 43 334 32
eqix-ix-ch1.blizzard.com 0 4623 4623 18 49 442 30 ae1-br02-eqch2.as57976.net 0 4623 4623 18 67 3046 69
be2-pe01-eqch2.as57976.net 0 4623 4623 18 45 243 24
chi-eqch2-ia-bons-02.as57976.net 0 4622 4622 19 46 301 58 24.105.62.129 0 4622 4622 18 43 2758 29

***Removed personal IP***

***Added Labels***

[larryjhawkins]

New at this and I am not sure how to keep my HTML paste from getting mangled when I post.. Important point is first IP address down stream of me is 99.xxx.xxx.xxx and over the time between 6 pm and 8 pm while getting disconnected from my game and terrible you tube videos I see 40% packet loss

WinMTR statistics Host % Sent Recv Best Avrg Wrst Last

Docsis-Gateway.phub.net.cable.rogers.com 100 4623 1 2 2 2 2 99.xxx.xxx.xxx 40 4623 2815 5 34 219 15 66.185.91.145 0 4623 4623 6 34 247 12 so-5-0-

2.gw02.wlfdle.phub.net.cable.rogers.com 0 4623 4623 5 33 310 41 9023-

cgw01.ym.rmgt.net.rogers.com 0 4623 4623 7 34 264 14 209.148.235.97 1 4623 4622 18 43 334 32

eqix-ix-ch1.blizzard.com 0 4623 4623 18 49 442 30

ae1-br02-eqch2.as57976.net 0 4623 4623 18 67 3046 69

be2-pe01-eqch2.as57976.net 0 4623 4623 18 45 243 24

chi-eqch2-ia-bons-02.as57976.net 0 4622 4622 19 46 301 58 24.105.62.129 0 4622 4622 18 43 2758 29

***Removed Personal IP***

[RogersAndy]

Hey @larryjhawkins!

Seeing packet loss and latency in any form can always come as a shock for sure. Especially when it's apparent that you're having internet service level issues to boot. We can certainly help identify what's going on.

To further assist can you confirm/obtain the following for us?

• Are you experiencing these issues with a wired or a wireless connection?
• We'll need a traceroute for me to google.com using command prompt and post the results here? (be sure to remove your personal IP)
• We'll need a ping test to google using command prompt as well
• Are you able to log into the modem (http://192.168.0.1 - username: cusadmin password:your WiFi password). One the Status -> Docsis WAN page can you copy and past the Overview information here for us.

This information will give us a better idea of what's occurring. Though winMTR can be a useful tool at times for flagging a potential issue, it's been determined that it's accuracy is not sufficient to firmly identify the source of an issue. To ensure no 3rd party program interference, it's recommended to run the aforementioned tests using command prompt to validate if there's an issue on any given hop.

@RogersAndy

[larryjhawkins]

Here is the traceroute and the WinMTR results from letting the program run over night. hopefully posting does not scramble the format

Tracing route to google.com [172.217.164.238]
over a maximum of 30 hops:

1 2 ms <1 ms 1 ms Docsis-Gateway.phub.net.cable.rogers.com [10.0.0.1]
2 19 ms 20 ms 36 ms 99.xxx.xxx.xxx
3 13 ms 14 ms 23 ms 66.185.91.149
4 16 ms 11 ms 14 ms 9023-cgw01.ym.rmgt.net.rogers.com [66.185.81.185]
5 16 ms 18 ms 28 ms 209.148.235.18
6 17 ms 15 ms 13 ms 72.14.209.126
7 * * * Request timed out.
8 35 ms 28 ms 39 ms 216.239.41.174
9 20 ms 18 ms 19 ms 216.239.42.61
10 47 ms 71 ms 12 ms yyz12s05-in-f14.1e100.net [172.217.164.238]

|-------------------------------------------------------------- --------------|
| WinMTR statistics
| Host                                   - Loss %| Sent  |  Recv | Best | Avrg |
|------------------------------------------------|------ |----- -|------|------|
|Docsis-Gateway.phub.net.cable.rogers.com -  100 | 72302 |     4 |    2 |   22 |
| 99.xxx.xxx.xxx -                              48 | 72302 | 38098 |    5 |   28 |
| 66.185.91.145 -                              1 | 72302 | 72299 |    4 |   27 |
|so-5-0-2.gw02.wlfdle.phub.net.cable.rogers    1 | 72302 | 72300 |    3 |   25 |
| 9023-cgw01.ym.rmgt.net.rogers.com -          1 | 72302 | 72299 |    6 |   25 |
| 209.148.235.97 -                             1 | 72302 | 72295 |   17 |   35 |
| eqix-ix-ch1.blizzard.com -                   1 | 72302 | 72298 |   17 |   39 |
| ae1-br02-eqch2.as57976.net -                 1 | 72302 | 72300 |   17 |    3 |
| be2-pe01-eqch2.as57976.net -                 1 | 72302 | 72299 |   17 |   39 |
| chi-eqch2-ia-bons-02.as57976.net -           1 | 72302 | 72301 |   18 |   37 |
| 24.105.62.129 -                              1 | 72302 | 72298 |   17 |   34 |
|________________________________________________|_____ _|____ __|______|______|

***Removed IP address due to privacy***

[larryjhawkins]

and for the rest

• Are you experiencing these issues with a wired or a wireless connection?
  • I am only on wired, even my IPTV boxes, I hate wireless
• We'll need a traceroute for me to google.com using command prompt and post the results here? (be sure to remove your personal IP) - below
• We'll need a ping test to google using command prompt as well

C:\Users\***********>ping google.com

Pinging google.com [172.217.1.174] with 32 bytes of data:
Reply from 172.217.1.174: bytes=32 time=27ms TTL=55
Reply from 172.217.1.174: bytes=32 time=13ms TTL=55
Reply from 172.217.1.174: bytes=32 time=10ms TTL=55
Reply from 172.217.1.174: bytes=32 time=22ms TTL=55

Ping statistics for 172.217.1.174:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 27ms, Average = 18ms

• Are you able to log into the modem (http://192.168.0.1 - username: cusadmin password:your WiFi password). One the Status -> Docsis WAN page can you copy and past the Overview information here for us.
  • I have the Ignite TV Modem and it does not allow access to the information

[RogersAndy]

Thank you so much for the information @larryjhawkins! Based on the details provided from the ping test and traceroute through command prompt it doesn't indicate an issue at the time of testing. Given winMTR's inconsistencies I would recommend monitoring the issue for now, and testing through command prompt when you notice the issue is apparent. This will give us a better idea of the impact. 

For now I'd recommend reaching out to either technical support or us here @CommunityHelps. You can find out more about our private messaging system on our blog. Then your network can be checked for any signal level issues that might attribute to your experience.

@RogersAndy