Rogers Gaming & Streaming Lab

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I've Been Here Awhile
Posts: 2

Re: Rogers Gaming & Streaming Lab

Where can I get a "reducer" ?? Can I go to my Rogers store here in Ajax durham region to get one? (where I exchange my tv boxes and modem? )

 

Thanks.

Moderator
Moderator
Posts: 1,538

Re: Rogers Gaming & Streaming Lab

Hello, @kal8472.

 

Welcome to the Rogers Community Forums! 🙂

 

Thank you for joining this discussion and posting your query. The reducers are not available in Rogers' stores, based on the diagnosis of the line conditions it's installed by the tech. 

 

I see that you have PM'd us, we can test your connection to determine if we need dispatch a tech for further investigation. 

 

Cheers,

RogersMoin

I've Been Around
Posts: 1

Re: Rogers Gaming & Streaming Lab

Massive packet loss when gaming

 

I got Rogers a week ago and it worked flawlessly for the first few days and then when playing various games I started to experience a constant intermittent packet loss every few seconds. For example, the game will run fine until every 10-20 seconds there will be a massive packet drop and the game will stop responding for a few seconds, rendering every online game unplayable. Here is a pathping for the World of Warcraft servers:

 

https://i.imgur.com/oFRu37G.png

 

However, pathpings for other games such as Counter Strike, PUBG, Overwatch, ESO, Monster Hunter, CoD etc. all exhibit the exact same packet loss issue starting with the Rogers node at 209.146.236.18

 

Until a week ago, I was using Bell and experience 15+ years of no issues like this. I want to keep Rogers but if this keeps up, there is no way I can.

Moderator
Moderator
Posts: 690

Re: Rogers Gaming & Streaming Lab

Hello, @Devilhorns72

 

Welcome to the Rogers Community Forums!

 

Packet loss can really mess up a gaming session, I can imagine how frustrating this is as a new subscriber to Internet services with us.

 

We definitely want to get to the bottom of this and see what is causing the issues you are facing. We appreciate you providing us with the traceroute info. We'll need a bit more information from you to determine a possible cause to these issues.

 

Please see below:

  1. A screenshot of your Upstream and Downstream levels found on the status page when you log into your modem. 
  2. A current ping test result from the command prompt to google.com

*Always remember when posting an image of network testing results to block out/remove your personal IP address.

*Images will show in your post after they have been approved by our Moderator team. Don't worry when they don't show up right away.

 

We look forward to your response!

 

RogersTony

I Plan to Stick Around
Posts: 85

Re: Rogers Gaming & Streaming Lab

So what happened with this "Gaming & Streaming Lab" exactly? Are our issues still being looked at by anyone in charge here?

 

About 3 months ago I brought up my issues with my Rogers internet in this thread. I was the first one to post here, having had issues for like 9 months prior. Yet my problems still persist. I still can't stream. I've been experiencing intermittent disconnects for quite some while now, probably close to 2 months. It's unusable at times, going down every 5 minutes or so (I was told this was a power issue at the node or something). Even if I can find a period where the speeds are solid and there's no packet loss, I'm eventually gonna be hit with a disconnect, or some type of packet loss spike within a few hours. 

 

The requirements were so specific (gaming + streaming issues AND 6 months of multiple service calls/tickets) that I figured we would be receiving better help. At this point, my issues aren't even that specific to gaming or streaming, the whole internet keeps going down, multiple times a day! This level of service is unacceptable, IMO.

 

All my regular customer service requests have felt useless. They just tell me a ticket exists, there was a delay, and that it's still being worked on. Anyone else in the same boat? 

 

Moderator
Moderator
Posts: 1,068

Re: Rogers Gaming & Streaming Lab

Greetings @Nadernt

 

If you're having chronic intermittent Internet issues such that your service is consistently cutting out every 5 minutes like this, that would fall outside the scope of this lab. This definitely sounds like a localized infrastructure issue at first blush. I apologize for the experience, please allow us to do a deep dive into this issue for you.

 

We should bring you into PM so we can first evaluate the troubleshooting and work that has been done thus far. If there is an issue with the power supply at the node, then we can look into when it will be replaced for you.

 

Please PM us @CommunityHelps for full assistance. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

I Plan to Stick Around
Posts: 85

Re: Rogers Gaming & Streaming Lab

Thanks for the reply @RogersCorey  I'll shoot a PM when I get a chance. 

I'm a Reliable Contributor
Posts: 157

Re: Rogers Gaming & Streaming Lab

Hey all,

 

Haven't been on the forums for a long time, but thought I chime in that saying if you are trying to investigate packet loss issues, to also include a pathping. By default it'll ping each route 100 times and then summarize your results on the packet loss.

 

Here's what a result would look like

 

pathping google.com

Tracing route to google.com [2607:f8b0:400b:800::200e]
over a maximum of 30 hops:
  0  thorium.phub.net.cable.rogers.com [2607:fea8:7a5f:ddf0::1]
  1  2607:fea8:7a5f:ddf0:22f1:9eff:fe12:c16b
  2  2607:f798:804:239::1
  3  2607:f798:10:443e:0:672:3122:2205
  4  2607:f798:10:c2:0:661:8508:1178
  5  2607:f798:10:296::2
  6  2001:4860:1:1::b86
  7  2607:f8b0:822d::1
  8  2001:4860:0:1::1d5a
  9  2001:4860:0:11d6::7
 10  2001:4860:0:16::1
 11  2001:4860:0:1::1fb9
 12  yyz12s04-in-x0e.1e100.net [2607:f8b0:400b:800::200e]

Computing statistics for 300 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           thorium.phub.net.cable.rogers.com [2607:fea8:7a5f:ddf0::1]
                                0/ 100 =  0%   |
  1    1ms     0/ 100 =  0%     0/ 100 =  0%  2607:fea8:7a5f:ddf0:22f1:9eff:fe12:c16b
                                0/ 100 =  0%   |
  2   14ms     0/ 100 =  0%     0/ 100 =  0%  2607:f798:804:239::1
                                0/ 100 =  0%   |
  3   11ms     0/ 100 =  0%     0/ 100 =  0%  2607:f798:10:443e:0:672:3122:2205
                                0/ 100 =  0%   |
  4   12ms     0/ 100 =  0%     0/ 100 =  0%  2607:f798:10:c2:0:661:8508:1178
                                0/ 100 =  0%   |
  5   14ms     0/ 100 =  0%     0/ 100 =  0%  2607:f798:10:296::2
                                0/ 100 =  0%   |
  6   13ms     0/ 100 =  0%     0/ 100 =  0%  2001:4860:1:1::b86
                                0/ 100 =  0%   |
  7  ---     100/ 100 =100%   100/ 100 =100%  2607:f8b0:822d::1
                                0/ 100 =  0%   |
  8   16ms     0/ 100 =  0%     0/ 100 =  0%  2001:4860:0:1::1d5a
                                0/ 100 =  0%   |
  9   15ms     0/ 100 =  0%     0/ 100 =  0%  2001:4860:0:11d6::7
                                0/ 100 =  0%   |
 10   16ms     0/ 100 =  0%     0/ 100 =  0%  2001:4860:0:16::1
                                0/ 100 =  0%   |
 11   13ms     0/ 100 =  0%     0/ 100 =  0%  2001:4860:0:1::1fb9
                                0/ 100 =  0%   |
 12   12ms     0/ 100 =  0%     0/ 100 =  0%  yyz12s04-in-x0e.1e100.net [2607:f8b0:400b:800::200e]

Trace complete.

 

I've Been Around
Posts: 1

Re: Rogers Gaming & Streaming Lab

So I am having some major lag spike / packet losses when playing Path of Exile.. I play on pc with a direct connection, not over wifi.

 

Sometimes I get some issues over the wifi as well.. again usually gaming related.. not streaming related.

 

I will paste some information so that hopefully we can get working on this.  I have been a Rogers customer for a really long time.. but have had internet issues with them for a while.. and paying for the top package get's really annoying when it doesn't work the way I want it to.

 

I also ran WinMTR from my comp against wdc.login.pathofexile.com which is the POE server I have basically used forever.  There is a pre-test and a post-test (after rebooting comp, router, and modem)  Also factory reset router.. still same issue.

 

Before

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| hitronhub.home - 98 | 148 | 3 | 1 | 1 | 2 | 1 |
|-net.cable.rogers.com - 0 | 727 | 727 | 6 | 22 | 180 | 19 |
| 8078-dgw02.ajax.rmgt.net.rogers.com - 0 | 727 | 727 | 7 | 19 | 157 | 9 |
| 3000-dgw01.ajax.rmgt.net.rogers.com - 1 | 724 | 723 | 3 | 22 | 450 | 13 |
| 209.148.236.61 - 0 | 728 | 728 | 5 | 20 | 159 | 16 |
| 209.148.230.134 - 0 | 728 | 728 | 19 | 31 | 167 | 24 |
| be812.ccr41.ord03.atlas.cogentco.com - 0 | 727 | 727 | 29 | 46 | 212 | 40 |
| be2765.ccr41.ord01.atlas.cogentco.com - 0 | 727 | 727 | 29 | 47 | 320 | 38 |
| be2717.ccr21.cle04.atlas.cogentco.com - 0 | 727 | 727 | 29 | 44 | 182 | 34 |
| be2891.ccr41.dca01.atlas.cogentco.com - 0 | 727 | 727 | 28 | 47 | 458 | 39 |
| be3083.ccr41.iad02.atlas.cogentco.com - 0 | 727 | 727 | 28 | 45 | 187 | 34 |
| 38.142.5.218 - 0 | 727 | 727 | 30 | 46 | 180 | 38 |
| 66.242.0.245 - 0 | 727 | 727 | 28 | 50 | 327 | 39 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 146 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


After

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| hitronhub.home - 89 | 26 | 3 | 1 | 1 | 1 | 1 |
|-cpe.net.cable.rogers.com - 0 | 122 | 122 | 8 | 22 | 221 | 13 |
| 8078-dgw02.ajax.rmgt.net.rogers.com - 0 | 122 | 122 | 6 | 19 | 233 | 15 |
| 3000-dgw01.ajax.rmgt.net.rogers.com - 0 | 122 | 122 | 7 | 19 | 233 | 16 |
| 209.148.236.61 - 0 | 122 | 122 | 10 | 21 | 224 | 15 |
| 209.148.230.134 - 0 | 122 | 122 | 20 | 31 | 240 | 24 |
| be812.ccr41.ord03.atlas.cogentco.com - 0 | 122 | 122 | 35 | 45 | 259 | 44 |
| be2765.ccr41.ord01.atlas.cogentco.com - 0 | 122 | 122 | 32 | 43 | 257 | 33 |
| be2717.ccr21.cle04.atlas.cogentco.com - 0 | 122 | 122 | 35 | 44 | 258 | 45 |
| be2891.ccr41.dca01.atlas.cogentco.com - 0 | 122 | 122 | 33 | 44 | 252 | 41 |
| be3083.ccr41.iad02.atlas.cogentco.com - 0 | 122 | 122 | 32 | 43 | 257 | 34 |
| 38.142.5.218 - 0 | 122 | 122 | 34 | 44 | 259 | 42 |
| 66.242.0.245 - 0 | 122 | 122 | 35 | 46 | 246 | 39 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

Docsis Down.PNG

 

Docsis Balance.PNG

 

 

Would really like some help on this ASAP.. as it has been several days and multiple calls into Rogers Tech support.

Moderator
Moderator
Posts: 222

Re: Rogers Gaming & Streaming Lab

Hey @shicks1234

 

Thanks so much for taking the time to fill us in on your issue. I'm a huge PoE fan myself and I'd be happy to assist in getting to the bottom of this latency problem. 

 

Based off WinMTR alone it does indicate a visible intermittent latency within the Rogers network. That said though, to begin would you be able to run a traceroute for me to that server using command prompt as opposed to WinMTR? In my experience WinMTR timing's can be off by a sizable margin creating a false positive on hops for latency.

 

Appreciated!

 

@RogersAndy