Rogers Community

PB99 · 2 weeks ago

I am in Richmond HIll (L4C) and I recently switched from Fido to Rogers and since the switch there's been packet loss and latency issues. The latency and packetloss will sporadically occur the day; it's worse in the afternoon/night, but some mornings are bad as well.

A tech came out a few weeks ago and replaced replaced the XB6 modem I had with another XB6 modem, which didn't solve the issue, but reduced the "Uncorrectable Codewords" count I was seeing on the "Rogers Network" page.

Here's the technical information from the "Rogers Network" page:

Downstream

Channel Bonding Value

Channel ID

17

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Lock Status

Locked

Frequency

657 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

350000000

SNR

44.1 dB

44.5 dB

43.4 dB

43.7 dB

43.6 dB

43.8 dB

43.9 dB

44.3 dB

44.2 dB

44.0 dB

43.6 dB

43.8 dB

44.0 dB

44.1 dB

43.9 dB

44.1 dB

44.0 dB

42.7 dB

43.5 dB

43.4 dB

43.3 dB

43.2 dB

43.3 dB

43.5 dB

44.1 dB

43.9 dB

44.0 dB

43.8 dB

41.7 dB

Power Level

0.4 dBmV

0.3 dBmV

1.7 dBmV

1.8 dBmV

1.6 dBmV

0.2 dBmV

0.3 dBmV

0.0 dBmV

0.9 dBmV

0.6 dBmV

0.1 dBmV

0.0 dBmV

0.4 dBmV

0.8 dBmV

0.6 dBmV

0.0 dBmV

0.4 dBmV

0.3 dBmV

0.2 dBmV

0.3 dBmV

0.4 dBmV

0.6 dBmV

0.1 dBmV

2.7 dBmV

2.4 dBmV

2.5 dBmV

2.1 dBmV

1.4 dBmV

Modulation

256 QAM

OFDM

Upstream	Channel Bonding Value
Channel ID	5	6	7	8
Lock Status	Locked	Locked	Locked	Locked
Frequency	21 MHz	25 MHz	32 MHz	38 MHz
Symbol Rate	2560	5120	5120	5120
Power Level	37.3 dBmV	40.0 dBmV	39.3 dBmV	38.3 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	17	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
Unerrored Codewords	1541311580	2500769128	2500777652	2500779591	2500812011	2500807285	2500833379	2500845847	2500862797	2500877560	2500886364	2500900606	2500897338	2500891122	2500906404	2500909704	2500930216	2500941092	2500924023	2500939319	2500946570	2500952911	2500946364	2500951403	2500965728	2500971490	2500983460	2500989628	2500992249	2500992438	2501014454	2500994042	1541311580
Correctable Codewords	567321988	1790	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	424	15	0	0	0	0	0	0	0	0	0	567321988
Uncorrectable Codewords	50	203	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	170	0	0	0	0	0	0	0	0	0	0	50

I've been glancing over at Ping Plotter, when I notice issues with the internet, specifically Video conferencing stalls/disconnects (MS Teams, Zoom), Streaming video or music stalls (Twitch, Youtube, Spotify), online gaming or websites that are slow to load. Here's my latest screenshot from pingplotter today @ 1:39pm (10 minute) --

The red vertical bars indicate 100% packetloss. Whenever a stall happens, it's usually due to this packetloss or the extremely high ping, which goes up to ~2500ms and is extremely noticeable if I'm in an online game (rubberbanding occurs, disconnection icon appears, or just stay in place for a few seconds) -- this is brutal when I'm doing any kind of team content and I become the liability.

Here a more documented instances --

12/06/2024 @ 1:07pm (10 minute) --

12/06/2024 @ 12:53pm (10 minute) --

12/06/2024 @ 12:02 pm (60 minute) --

12/06/2024 @ 11:53am (10 minute) -

12/06/2024 @ 11:09am (10 minute) --

12/01/2024 @ 2:47pm (10 minute), relatively good ping w/100% packetloss at 2:43pm --

12/01/2024 @1:13pm (10 minute) --

11/30/2024 @ 10:12pm (4 minute) --

I have others as well, but you see the issue. I don't know if this is due to congestion or what, but the latency and the packetloss are very frequent throughout the day.

What can be done to solve this and if there's any other information I can provide, please let me know.

Thanks,

Shawn

**Labels Updated**

MDK-2024 · 2 weeks ago

@PB99 wrote: I recently switched from Fido to Rogers

Are you "gaming" through your mobile-phone, using "data" on your cell-phone?

If so, your device should be connecting to the same cell-phone towers, bypassing your XB6 router. Because Rogers owns Fido, they "share" towers, in most urban locations. Thus, your "switch" should not make a difference.

If not, then are you connecting via WiFi between your device and the cable-modem, and then "out" to the Rogers network (coaxial-cable on the XB6/XB7/XB8 cable-modems) or via WiFi to a receiver "up" on some local telephone pole? If so, then look at the Rogers cable-plant infrastructure, or that WiFi receiver, as the problematic connection. Presumably, once your packets enter the Rogers fiber-optic network, there should be no packet-loss.

The latency and packet-loss will sporadically occur the day; it's worse in the afternoon/night, but some mornings are bad as well.

So, where is the packet-loss & latency? From your device to the XB6 inside your home, or out to the telephone pole, or within Rogers fiber-optic network?

Probably, not within your home (unless you live in a MURB [Multiple Unit Residential Building] where the WAN port on the XB6 connects to a "concentrator" inside the "wiring closet" in your building, and then there is a single connection out to the Rogers infrastructure. If you are in a single-family home, it could be the cable from your home out to the nearest telephone-pole,

Possibly, the Rogers infrastructure within your neighbourhood is "saturated" at various times of the day, e.g., "afternoon/night", when residents in your neighbourhood make more usage of the Internet.

A tech came out a few weeks ago and replaced replaced the XB6 modem I had with another XB6 modem, which didn't solve the issue,

As expected. So, the WiFi inside the previous XB6 is just as good as the WiFi inside the current XB6.

But, if you are "gaming" through a desktop computer, you are probably not using your in-home WiFi. Instead, you probably have an Ethernet cable between your computer and the XB6. Have you tried a different Ethernet cable?

Contact Support. Their Agent can remotely logon to the XB6, to view its internal statistics, e.g., "signal strength" reaching it. Poor signal strength could be your issue. If so, a service-call from a technician will need to be scheduled, to investigate your cables.

MDK-2024 · 2 weeks ago

Further, the first screen-capture of PingPlotter is showing "count" values of ZERO. Why not non-zero ???

Later captures show a count of "24", e.g., to "99.228.100.1".

The ".1" suffix for this IPi-address implies a Rogers network router, rather than an IP-address assigned to any customer in your local neighbourhood.

So, the timings to that "local" computer are very large -- they should be in the range of 5 to 8 milliseconds. That might be the issue, right there, namely a saturated network close to your part of your city.

PB99 · 2 weeks ago

I forgot to to mention that my computer is connected directly to the XB6 via ethernet cable. Now that I'm recalling the tech visit, he never ran any tests inside the house for signal strength (didn't see what he was doing outside). He suggested the issue could be the lines coming into my house or congestion in the area.

Thank you for your insight and analysis, I'll give support a call today.

MDK-2024 · 2 weeks ago

@PB99 wrote: he never ran any tests inside the house for signal strength

He may have had a hand-held meter that electronically would do those tests.

the issue could be the lines coming into my house

I have seen a technician cut the connectors off both ends of that coaxial cable, and put on new connectors, to see if that would make a difference. Doing so would be relatively quick and easy -- "snip and crimp" -- with the correct tools. Did he?

PB99 · 2 weeks ago

@MDK-2024 wrote:
the issue could be the lines coming into my house
I have seen a technician cut the connectors off both ends of that coaxial cable, and put on new connectors, to see if that would make a difference. Doing so would be relatively quick and easy -- "snip and crimp" -- with the correct tools. Did he?

No, he just looked at where the lines came in and checked if they were tightened snugly.

Rogers Community

Recurring latency and packetloss (often 100%)

Re: Recurring latency and packetloss (often 100%)

Re: Recurring latency and packetloss (often 100%)

Re: Recurring latency and packetloss (often 100%)

Re: Recurring latency and packetloss (often 100%)

Re: Recurring latency and packetloss (often 100%)