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Slow Internet and Latency Spikes, Need Help!

Jamie1995
I've Been Here Awhile

Hi,

 

I have been experiencing a lot of internet issues concerning speed and latency, for approximately a month. I have frequently contacted Rogers, in which two techinicans came to my house. The first technicain came to my house because my internet was offline for extended periods of times (aprox. a few hours each time). Maintenace also came to improve wireless signal. Afterwards, my internet did not imrpoved but was extremely slow where it was impossible to watch even just two minute YouTube videos. A second technican came and reset my modem and said that if problems persist, get a new modem, and I did, however the internet was still slow. Recently, multiple devices were able to connect to my wifi, but there was no internet connection available except for YouTube, no other website. I called Rogers, and my Modem was reset twice which temporarily resolved my internet problems, although a day after the reset, my internet is still slow despite all the technical assistance.

 

Main problems I am experiencing are:

 

- Generally Slow Internet
- Fluctuating ping/latency in online games, that makes them very laggy

 

Internet Plan: Hybird 30 & Techxpert

 

Modem Model: CGN2-Rog

 

Device Information
System Time Fri Jul 22 06:31:48 2016 (UTC+0)
System Uptime 001 days 08h:30m:39s
Model Name CGN2-ROG
SW version 3.1.6.11
HW version 1A
RG Status ON
Wifi Status ON
NAT Status ON
DHCP Status ON
Firewall Status ON

 

CM Status:

 

Downstream
Port 1 2 3 4 5 6 7 8
Frequency (MHz) 603.000 609.000 615.000 621.000 357.000 363.000 369.000 375.000
Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM
Signal power (dBmV) 1.915 2.111 1.742 1.783 -1.10 -1.08 -1.35 -1.00
Signal noise ratio (dB) 36.174 36.174 35.972 36.174 36.386 36.609 36.386 36.386
Channel ID 33 34 35 36 9 10 11 12

 

Upstream
Port 1 2 3 4
Frequency (Hz) 30596000 23700000 38596000
Bandwidth (kbps/KHz) 6400000 6400000 3200000
ModulationType ATDMA ATDMA ATDMA
Signal power (dBmV) 45.2500 44.7500 44.7500
Channel ID 4 5 6

 

Speedtests:

http://www.speedtest.net/my-result/5495011153
http://www.speedtest.net/my-result/5495039771
http://www.speedtest.net/my-result/5495057402

 

Pingtests:

http://www.pingtest.net/result/149179248.png
http://www.pingtest.net/result/149179844.png
http://www.pingtest.net/result/149180208.png

 

inSSIDer:

http://imgur.com/a/ffHTM

 

 

***Edited Labels***

 

65 REPLIES 65

Re: Slow Internet and Latency Spikes, Need Help!

Bromoran
I Plan to Stick Around

@Datalink

 

 

5 minute test focus ALL

 

5 minute test focus ALL.png

 

5 minute test 30 second focus

 

5 minute test 30 second focus.png

Here are the 2 images you requested I hope I did everything correctly. I'm guessing I shoud run the same test again when my internet decides to fail correct? or was I only to do this test when I was experencing internet issues.

 

Thanks again

 

P.S. I'm not sure how to tell if the tech was contracted or a real Rogers tech

Re: Slow Internet and Latency Spikes, Need Help!

@Bromoran, reviewing your image posts, I see what you mean when you indicated a difference between the lower and higher frequencies.  When your modem is operating on the lower frequencies, your signal levels are good.  The downstream signal levels are within a 2 to 3 dBmV range which is what I would expect.  When the CMTS shifts the modem up into the upper frequencies, the highest frequencies exhibit a signal level roll-off and drop about 13 dBmV.  The DOCSIS 3.0 limit for a signal slope is 12 dBmV, so that limit is broken.  Rogers might use a different limit, not sure at this point.  

 

The other item to note is that when the frequency shift upwards occurs, your signal levels which start at 615 Mhz drop by about 1.5 dBmV.  As the frequency increases, those signal levels do pick up to previous levels, and then drop right off at the end, dropping 13 dBmV.  For some reason the CMTS is forcing your modem to operate at the higher frequencies, and my guess is some type of noise on the network or a cable condition is causing the CMTS to react.  I suspect that your modem isn't the only one forced up into the higher frequencies.  That upwards shift would be an automatic reaction and there isn't anything that you can to prevent that.  The CMTS is most likely reacting to that noise or cable condition and simply moving the connected modems to some frequency set where both CMTS  and modem are reasonably happy and can continue to operate.  The roll-off at the higher level is somewhat mystifying as both CMTS and modem are capable of operating at those frequencies.  

 

So, don't change modems.  This isn't a modem issue from what I can see.  

 

When the modem is operating in the upper frequency range, what do you see at your end that tells you that?  Are you seeing a slowdown in data rates, or other effects, and if you have Rogers Cable or Home phone, do you see any effects on those as well?

 

You pingplotter images are actually pretty good.  The high MAX times are most likely due to the Casa CMTS - Hitron modem issue that the engineering staff are working on.  Were those plots taken when the signal conditions were good, or bad?  Just want be clear on that.

 

To narrow down the display on pingplotter, when its up and running, right click on the line 2 IP address and select the 2nd choice in the pop-up menu to copy the IP address.  Paste that into the address bar, then select the down arrow on the right hand side of the address bar to bring up the drop down menu, select "Reset and Restart".  Now you're pinging the CMTS only, so the bottom display will display only the data to and from the CMTS, which is what we're concerned about.  Select 5 seconds for the Focus time and right click on the bottom display to select the time frame of your choice.  You can scroll back and forth on the bottom if you select a time like 5 or 10 minutes and have left pingplotter running beyond the selected time.  If you do have any packet loss occurring when you notice the high frequencies in use, that should show up in the bottom display.  Unless its an ongoing condition, it would not remain indicated at the top as you have 5 seconds selected for the Focus time.  

 

I would encourage anyone using pingplotter for the first time to play around with it and explore the right click menu choices. 

 

If I remember correctly you have 100 Mb/s unlimited.  If thats correct you could just leave pingplotter running so that you can scroll back thru the history on the bottom display.  If you have no packet loss, what you will see should resemble the images in the first two to three rows of my image library, which illustrate the Casa CMTS to Hitron modem latency issue.  In my case I don't have any packet loss, just an ongoing series of high time pings to the CMTS.  

 

http://communityforums.rogers.com/t5/media/gallerypage/user-id/829158

 

What you could do for starters is call tech support and ask the CSR to look at the noise history for your modem and your neighbors.  Explain what your seeing in terms of a frequency shift between the lower and upper frequencies and also indicate what you are seeing in terms of effects on your internet, cable and / or home phone services.  You never know what will turn up unless you ask the question.  Then, if and when you see that your modem is back on the upper frequencies, and you see the same signal levels as you have posted, start pingplotter if isn't already started so that you can see the modem to CMTS path displayed and call tech support.  Advise the CSR what is going on, (it might not be indicated in the notes on file) and ask him or her to run a modem signal check, and look for packet loss and noise, and check your neighbors as well.  If you have packet loss indicated on pingplotter, the CSR should be able to detect that as well  I'd be interested in knowing if you see any packet loss with pingplotter.  

 

Ok, that should do it for now.  Please keep posting.....



Re: Slow Internet and Latency Spikes, Need Help!

Bromoran
I Plan to Stick Around

@Datalink

 

Not sure if you wanted me to post this

 

Here is the Pinging CMTS 10 minute Focus 5 seconds Aug 21st (modem using lower frequencies good internet)

 

 

Pinging CMTS 10 minute Focus 5 seconds Aug 21st (modem using lower frequencies good internet).png

 

 

I will post more pingplotter data when and if my modem decides to switch back to the higher  frequencies and my internet starts failing.

 

Thanks so much for your help @Datalink you're the real MVP

Re: Slow Internet and Latency Spikes, Need Help!

Bromoran
I Plan to Stick Around

@Datalink

 

My Internet was acting up yesterday so I took some screenshots / pingplotter data for you to look at

 

First image is modem still using the lower frequencies signal strengh numbers much higher then they normally are as well as lower signal to noise ratios accross all frequencies  (usually all 37 on lower frequencies) http://i.imgur.com/KPdswUm.jpg

 

Shortly after modem switched to the higher level frequencies. Still had high signal strength numbers but signal to noise numbers  were more in line with what im used to seeing on those frequencies http://i.imgur.com/frfkm8f.jpg

 

Here is pingplotter image Pinging Google.ca 6 hour test 30 second focus ( modom using high frequencies)

 

Pinging Google.ca 6 hour test 30 second focus ( modom using high frequencies).png

 

 

I'm still not 100% sure on how to read this but i'm guessing the red lines throughout the graph are bad.  Are the red lines packet loss?

 

Thanks again

Re: Slow Internet and Latency Spikes, Need Help!

Hi @Bromoran

 

I think we should troubleshoot this one further. Please PM us @CommunityHelps and we will troubleshoot!

 

RogersCorey

Re: Slow Internet and Latency Spikes, Need Help!

Yup, the red lines are packet loss.  Given the problems that you're having, can you do this.  Instead of pinging google or somewhere else, ping the CMTS so that we can see the performance of the modem to CMTS path.  To do that, right click on the IP address in line 2.  Select the 2nd option to copy the IP address and then paste that into the address bar and restart the ping test.  Now you're pinging the CMTS only.  So, the question at this point is whether or not you see any packet loss occur between the modem and the CMTS.  Running pingplotter in this fashion will separate any downstream network issues and keep the data focused on the modem to CMTS path for now. 

 

Your signal level images are pretty odd.  There is either something wrong with the CMTS or there is a fault somewhere between the CMTS and the modem.  The signal levels shouldn't be bouncing up and down 10 dBmV.  They should be flat, across the board and grouped around 0 dBmV. 

 

Hopefully @RogersCorey can do some meaningful troubleshooting and get the ball rolling.  In the mean time, if you can run the pingplots between the modem and CMTS that would be useful to see.



Re: Slow Internet and Latency Spikes, Need Help!

scratchieepants
I Plan to Stick Around

I think it's also important to update when things improve.

 

So for the last week or so, things have settled down for me and service is quite good again in the M3L area.

Re: Slow Internet and Latency Spikes, Need Help!

Bromoran
I Plan to Stick Around

@Datalink

 

Here is a 2 plus hour test pinging the CMTS onlyPinging CMTS 2+ hour test.png

Packet loss occued 2 times from what I can tell

 

 

Re: Slow Internet and Latency Spikes, Need Help!

Yup, exactly.  Thats not looking too bad at this point.  I'd be interested in what it looks like when you have problems on the go.



Re: Slow Internet and Latency Spikes, Need Help!

Bromoran
I Plan to Stick Around

@Datalink

 

Here is a better pingplotter image 

 

Pinging CMTS August 29th 30 minute test 5 second focus

 

 

Pinging CMTS August 29th 30 minute test 5 second focus.png

Re: Slow Internet and Latency Spikes, Need Help!

Very good !!  This is a perfect example of what I'm looking for, a two hop plot, modem (IPV6 address removed) and CMTS, looking for any signs of packet loss, and, voila, here it is, as shown on the bottom portion of the plot.  Very good indeed.  This is a great example of packet loss on the modem to CMTS path which is caused by either cable noise or cable condition of some type.  That packet loss will kill any traffic that has to go beyond the CMTS or return back to the modem.

 

The trick at this point is to get on the phone with tech support when you see that it has started (speed dial plus option 2 for tech support I believe), and have tech support ping the CMTS from the modem and just stay on the line for a few minutes when that runs.  If you can see the packet loss with Pingplotter running, then tech support should be able to see it as well.  The question at this point is, "Is this a singular line issue, as in your cable feed, or, is it an issue for your neighbors as well"  If its a neighborhood issue, that points towards a noise issue or a cable issue between the neighborhood node and the local tap which sits very near your home.  Ask the tech to check the current line noise and noise history to see what turns up. 

 

Is this occurring when the CMTS is using the higher frequencies?



Re: Slow Internet and Latency Spikes, Need Help!

Bromoran
I Plan to Stick Around

@Datalink

 

Yes my modem is currently using the higher frequencies 

Re: Slow Internet and Latency Spikes, Need Help!

Good morning @Bromoran,

 

Once the work order for maintenance in your area has been completed, this issue should be resolved.

 

I apologize for any inconvenience but we are aware of the issues in the area.

 

RogersCorey

Re: Slow Internet and Latency Spikes, Need Help!

Bromoran
I Plan to Stick Around

 

 

Re: Slow Internet and Latency Spikes, Need Help!

Unfortunately I don't have a date that I can share at this time. Once again, I do apologize.

 

RogersCorey

Re: Slow Internet and Latency Spikes, Need Help!

The problems that I've detailed previously in this thread have come back. 

 

Granted it's not as bad as before (where it was basically an issue all day long for several weeks).

 

It happened again between 1AM-2AM EST this morning.  I'm not going through the process of doing extra work that a paying customer should charging Rogers back for.

 

Can I get the number of customer relations?  I really feel at this point that the thieves at Rogers should just let me out of my contract so I can move on.

Re: Slow Internet and Latency Spikes, Need Help!

Hi @scratchieepants,

 

Customer Relations doesn't have a direct number. You have to request to be transferred to them.

 

Rogerscorey

Re: Slow Internet and Latency Spikes, Need Help!

Alright!

 

Thanks Corey.

 

I'll give them a call.

Re: Slow Internet and Latency Spikes, Need Help!

346
I've Been Here Awhile

Huge latency spikes to first hop after router

 

So this has been happening for a very long time now, and support isn't able to help beyond asking me to restart my modem. At random times, i get huge latency spikes of at least 500 ms  that usually last anywhere from a few seconds to several minutes. It happens on every device, with or without a separate router, and when wired directly to the modem. The modem has been replaced too.  A technician that showed up said all the signals were strong and he couldn't do anything else.  I really have no idea what else i can try. 

 

 

Here is a typical ping and traceroute to google.com when the problem is occurring. 

 

Pinging google.com [172.217.9.78] with 32 bytes of data:
Reply from 172.217.9.78: bytes=32 time=1097ms TTL=54
Reply from 172.217.9.78: bytes=32 time=1006ms TTL=54
Reply from 172.217.9.78: bytes=32 time=1009ms TTL=54
Reply from 172.217.9.78: bytes=32 time=1063ms TTL=54

 

 

Tracing route to google.com [172.217.9.78]
over a maximum of 30 hops:

1 3 ms 3 ms 3 ms 192.168.1.1
2 1009 ms 1014 ms 1036 ms 174.112.154.1
3 1060 ms 1014 ms 1025 ms 8081-dgw01.mtnk.rmgt.net.rogers.com [69.63.242.233]
4 1022 ms 1023 ms 1047 ms 209.148.232.49
5 1071 ms 1074 ms 1047 ms 209.148.230.2
6 1190 ms 937 ms 874 ms 72.14.222.87
7 772 ms 722 ms 728 ms 209.85.255.232
8 766 ms 754 ms 764 ms 216.239.50.238
9 765 ms 766 ms 780 ms 216.239.40.188
10 * * 806 ms 108.170.243.193
11 991 ms 1106 ms 1185 ms 72.14.239.123
12 1252 ms 1311 ms 1380 ms ord38s09-in-f14.1e100.net [172.217.9.78]

Re: Slow Internet and Latency Spikes, Need Help!

Datalink
Resident Expert
Resident Expert

@346 that first hop time is pretty ugly.  Are you on an unlimited plan?   If so, what I would suggest is to download pingplotter and set it to run a 1 sec intervals, maybe even 0.5 sec intervals, pinging the CMTS which your modem connects to.  Pingplotter will run in Pro mode for 14 days before it kicks down into freebie mode.  You can buy a standard, or even Pro licence if you choose.  Standard is fine as it allows you to see data over 48 hours although it will collect data over 7 day periods (?).  Not sure if it goes beyond 7 days.  In any event, what you're looking for is excessive latency, when it occurs and for how long.  If you get into a time period where the latency is excessive, call tech support and after advising the CSR what the problem is, ask him or her to ping the modem from the CMTS or ping the CMTS from the modem while you are doing the same with pingplotter.  When you see a huge ping time with pingplotter, the CSR should see that as well.  From there the CSR should be able to look at other modems connected to the same tap to see if this is a common problem or if its only your modem that is suffering from the problem.  Hopefully, being able to cue the CSR to look at this when its occuring will start the ball rolling to resolve the issue.

 

Is this seen via ethernet, or are you seeing this via wifi?  If its via wifi, make sure that you run the test via ethernet. 

 

Here's a link to a post explaining how to set up Pingplotter to monitor the Modem to CMTS path:

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/355...

 

 



Re: Slow Internet and Latency Spikes, Need Help!

346
I've Been Here Awhile

 


@Datalink wrote:

@346  If you get into a time period where the latency is excessive, call tech support and after advising the CSR what the problem is, ask him or her to ping the modem from the CMTS or ping the CMTS from the modem while you are doing the same with pingplotter.  

 


I have done basically exactly this. It takes an eternity to get in contact with a customer service person (I've never NOT gotten the message that wait times are "longer than normal")  so the problem is usually gone by the time i am actually talking to anyone, but on two separate occasions i have had the person tell me that they can see a problem and an engineering team would be sent to investigate. Both times had no impact on the problem.