Rogers Online Gaming Thread

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I've Been Here Awhile
Posts: 3

Re: Rogers Online Gaming Thread

Hi @RogersTim

Yeah I have been running on wired connection and here are the three WinMTR test that Riot Support had me run and an additional screenshot of how they explained it to me.

 

I hope i hid the right info.

 

104.160.131.1 - SS.JPG192.64.170.252 - SS.JPGgoogle.com - SS.JPGInked2d3e433163d105f0c920c2d978e382b49fc1e3c1_LI.jpg

 


Edit: Bigger Pictures

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Posts: 580

Re: Rogers Online Gaming Thread


@pranoyTen wrote:

I have been having super high ping spikes with consistent high ping in League of Legends.  I used to be at 30 - 35 ping before but now I m consistently getting 50 with ping  spikes of around 200 - 300.  I contacted Rogers Support and everything on my end seems to be working good.  Then I contacted Riot Support and I was told that they have been getting a lot of reports of high ping from players on a rogers connection.  I did a bunch of WinMTR tests which the riot support asked me to do and assured me that the issue is on rogers end.  Who do i need to contact for this issue to be resolved?


@pranoyTen @RogersTim 

Riot support is correct, because I have been getting the same problem as well. I used to be averaging a ping of 29ms, but now I am consistently getting a ping of 50ms. There could definitely be a problem on Rogers' end because my modem stats are all in-spec and I am always getting a consistent speed test result for my internet plan.  For reference take a look at my tracert to one of the Riot's servers. The IP I am pinging is 192.64.170.1.

 

3 11 ms 8 ms 7 ms 8082-dgw02.mtnk.rmgt.net.rogers.com [67.231.221.185]
4 19 ms 18 ms 7 ms 3000-dgw01.mtnk.rmgt.net.rogers.com [209.148.232.58]
5 11 ms 10 ms 8 ms 209.148.229.81
6 11 ms 16 ms 19 ms 9404-cgw01.ym.rmgt.net.rogers.com [209.148.233.90]
7 54 ms 54 ms 51 ms 209.148.235.93
8 52 ms 49 ms 47 ms 206.223.119.235
9 49 ms 44 ms 46 ms 104.160.131.44
10 50 ms 49 ms 52 ms 104.160.131.101

 

There could be a peering issue between Rogers' servers and Riot's servers because if you look at nodes 6 and 7, the ping increases suddenly from 11ms to 54ms. Not sure why this is happening, but if you can foward this to the department responsible for server routing that would be great. Smiley Happy

 

EDIT: The IP I am using to trace my route to the Riot Games server is from https://support.riotgames.com/hc/en-us/articles/201752674-Network-System-and-League-of-Legends-Logs. If you scroll down to the "TRACERT" drop down menu, it gives the IP is given to the North American server, which is what we are connecting to. 

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Posts: 225

Re: Rogers Online Gaming Thread

Hey @pranoyTen!

 

Thanks so much for the testing results :).

 

Would it be possible to provide me with a traceroute using command prompt? Though WinMTR can be useful there's been notable discrepancy with results versus actual latency. This could be related to a timing issue but that wouldn't be a concern with command prompt. If the results through CMD though are consistent with your results in WinMTR showing latency impact on any hop outside of the Rogers network this can be tracked for you and with time could be resolved. Should the latency be visible within the Rogers network though I can track that and have it resolved for you relatively quickly.

 

If you do have any other questions though definitely let me know!

 

@RogersAndy

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Posts: 3

Re: Rogers Online Gaming Thread

Hey @RogersAndy 

 

Sorry about the late response but the Riot Servers were super busy and I wasnt able to ping them 

 

But here it is

 


Tracing route to 192.64.170.1 over a maximum of 30 hops

1 1 ms 1 ms 1 ms hitronhub.home [192.168.0.1]
2 16 ms 16 ms 170 ms My IP
3 6 ms 12 ms 141 ms 8082-dgw01.hnsn.rmgt.net.rogers.com [69.63.255.29]
4 17 ms 13 ms 14 ms 209.148.235.65
5 20 ms 17 ms 150 ms 9404-cgw01.ym.rmgt.net.rogers.com [209.148.233.90]
6 23 ms 27 ms 18 ms 209.148.235.101
7 100 ms 100 ms 106 ms 206.223.119.235
8 24 ms 27 ms 186 ms 104.160.131.44
9 23 ms 29 ms 21 ms 104.160.131.101
10 39 ms 34 ms 176 ms 192.64.170.1

Trace complete.

 

Here is an image for better readability.Annotation 2019-06-28 221646.png

 

I pinged the same ip mentioned in 

https://support.riotgames.com/hc/en-us/articles/201752674-Network-System-and-League-of-Legends-Logs

by @RyzenFX 

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Moderator
Posts: 225

Re: Rogers Online Gaming Thread

Hey @pranoyTen!

 

Thanks so much, so there definitely looks to be latency occurring within the Rogers network there. At this time I'd like you to send us a PM @CommunityHelps so I can look into this further for you. I'll have the ability to run the traceroute directly from your modem to validate the results. If that checks out a ticket can be escalated for you to our network team. 

 

No worries, I'll get to the bottom of this for ya. 

 

f you're not familiar with our PMing process, you can find instructions here.

 

@RogersAndy

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Posts: 6

Re: Rogers Online Gaming Thread

also been having latency issues here for the past 2 months now.

during the hours of 3pm - 1 am and randomly during the other hours, latency will jump to around 50ms and also spike even higher every few seconds up to 150ms.  ping from 1am - 3pm is usually pretty stable at around 15ms average.

had 2 technicians come to verify my side of things, which are are in order so its definitely on rogers end.

this is becoming ridiculous, calling rogers yields no help and even had a person get impatient with me because he blamed the issue on my router and the fact that my modem was in bridging mode even after i told him i have the same issue with connecting my PCs straight to the modem without bridging mode.

 

currently having this issue in CSGO as that is all i'm playing, but it was the same issue in PUBG.

what tests do i need to run to provide more information if needed?

Moderator
Moderator
Posts: 225

Re: Rogers Online Gaming Thread

Hey @expodonent!

 

Welcome to the community!

 

Latency over 100ms is certainly an issue and a very visible one when gaming. It's an incredible detriment to the experience intended. The good news though is that getting to the bottom of it isn't impossible. To identify if the issue is occurring within the Rogers network we'll need a traceroute run during a time of impact (preferably while the game is running, if possible). This traceroute should be run using command prompt, with a wired device direct to the modem, to the ingest server of the game you're playing. If any hop within the Rogers network (typically the first 4-6) is showing latency that exceeds 100ms than this can definitely be escalated and investigated by our network team.

 

If you require assistance with running the traceroute or require the necessary IP address you can reach out to the game's support directly and they should be able to walk you through the process.

 

At your convenience I definitely recommend providing us here with the traceroute results. Please be sure to remove your personal IP (99.xx) and MAC address if visible prior to posting.

 

Looking forward to getting to the bottom of this issue with you expodonent! Definitely let us know if you have any further questions!

 

@RogersAndy

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Re: Rogers Online Gaming Thread

all done right after each other

 

tracert.png

 

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Posts: 6

Re: Rogers Online Gaming Thread

compare to middle of the night when i'm not lagging

tracert2.png

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Posts: 6,150

Re: Rogers Online Gaming Thread

@expodonent I don't want to get into the downstream timing at this point, @RogersAndy can dig into the downstream server performance as there's nothing that customers can do except complain about poor server performance.  I'd like to point out the high times for hop #1, which should be your modem (in gateway mode) or router.  Assuming that you're using the modem in Gateway mode, or a modem in Bridge mode with a follow on router, your first hop should be either one of those, and the ping time should be less than one second.  Do you happen to have a bandwidth hog on your network who is streaming high def videos or uploading traffic to some site?  

 

Here's an example, pinging the same target:

 

Tracing route to 149.56.126.94 over a maximum of 30 hops

1  <1 ms   <1 ms   <1 ms router.asus.com
2   11 ms   13 ms     9 ms 174.112.xxx.x
3   10 ms     9 ms     8 ms 67.231.221.73
4   14 ms   13 ms  16 ms 209.148.236.165
5   18 ms   17 ms  20 ms 9300-cgw01.bloor.rmgt.net.rogers.com [209.148.229.225]
6   18 ms    16 ms 18 ms 209.148.235.26
7   * * * Request timed out.
8   28 ms   46 ms   26 ms be105.bhs-g2-nc5.qc.ca [192.99.146.48]
9   * * * Request timed out.
10 29 ms  29 ms   27 ms be50-7.bhs-3b-a9.qc.ca [198.27.73.98]
11 24 ms  25 ms   24 ms 149.56.126.94

Trace complete.

 

To copy the data from the trace, right click on the top bar of the command prompt window, select - Select All, then right click again on the top bar of the command prompt window, select - Copy.  You can then paste that data into a text editor or post and delete any extraneous data from the trace.  This also works for ping results or any other command prompt type information.