Slow Internet and Latency Spikes, Need Help!

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Resident Expert
Resident Expert
Posts: 6,104

Re: Slow Internet and Latency Spikes, Need Help!

@Bromoran, whenever you see those low levels at the upper frequencies or if they rocket up past 30 dBmV, call tech support and ask the CSR to run a signal check on the modem.  Let him or her know that you have a 10 dBmV roll-off from the low to high frequencies coupled with a roll-off in the signal to noise ratios at the high frequencies as well.  I'm not sure if they see the actual levels, but that should emphasize the point that you have some type of cable problem.  Those levels should all be clustered around 0 dBmV, give or take a dBmV or two, with a stable signal to noise ratio in the 36 to 40 dB range.  Let the CSR what your dealing with in terms of internet access and if you have any other issues with Cable TV such as image pixelation or audio problems, and/or any problems with Home Phone service. 

 

The signal check and discussion should lead to a tech visit to inspect and replace any problematic cabling and/or connectors.

 

Rogers: 1-888-764-3771



I Plan to Stick Around
Posts: 21

Re: Slow Internet and Latency Spikes, Need Help!

@Datalink

 

Thank you for the reply

 

So this just happned port ID 21-24 are no longer listed in my DOCSIS WAN http://imgur.com/jCH6ffx what would cause that?

 

Time to call Rogers

Resident Expert
Resident Expert
Posts: 6,104

Re: Slow Internet and Latency Spikes, Need Help!

Yup, looks like you have cable issues.  Time to call Tech Support.  You're missing the 4 upper channels.



I've Been Here Awhile
Posts: 4

Re: Slow Internet and Latency Spikes, Need Help!

@Datalink  anything on this?

 

Resident Expert
Resident Expert
Posts: 6,104

Re: Slow Internet and Latency Spikes, Need Help!

Were you able to contact tech support and if so, what did the CSR indicate regarding your signal issues.

 

In terms of the latency spikes, have a look at the response from @RogersDave in message # 472 on the following page.  

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/348...

 

Hopefully I understood what you were asking about  Smiley Happy



I've Been Here Awhile
Posts: 4

Re: Slow Internet and Latency Spikes, Need Help!

i did a ping 192.168.0.1

 

And got some interesting results

Packets: Sent = 149, Received = 149,  Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 1ms, Maximum = 143ms,  Average = 4ms

.

 

You asked me to provide you with pingplotter info, etc. which is all on page 3, message # 23

 

Also I thought i had the firmware from about a year ago for the league of legends lag.

But after some digging, I just realized that 4.5.8.21 is a recent Firmware trial, which i never requested.  I wonder if the rogers tech i spoke to pushed this to my modem, and thats the reason why he did a factory reset.

Resident Expert
Resident Expert
Posts: 6,104

Re: Slow Internet and Latency Spikes, Need Help!

@jsaraiva, understand now.  I thought I had responded to your other post but I don't see the response anywhere, which is a little odd.  

Your first pingplot shows packet loss to the modem which is a little odd.  Was this done via wifi or ethernet?  The plot also shows packet loss to the next node, which will be the neighborhood node (the Casa CMTS) as well as a high Max ping time.

The second pingplot also shows packet loss to the Casa CMTS as well as a high Max ping time.

Your signal levels on the downstream side are high, which make me think that you're in an apartment, condo or highrise of some type.  Is that correct?  

The high pingtimes are the result of the installation of the Casa CMTS.  If you talk to tech support about that problem, tech support will not be able to solve it for you.  Most likely it would be new news for the CSR that you end up chatting with, so, personal opinion, don't even go there.  The forum and forum staff are probably way ahead of Tech Support on this issue, which is an engineering problem that Rogers, Casa and Hitron are working on.  

The packet loss to the CMTS on line 2 is another story. Call tech support and ask the CSR to run a signal check on the modem, looking specifically for packet loss and background noise.  Ask him or her to check the noise history over the last 24 hours to see if it has been consistently bad.  The best time to call is when you see packet loss with pingplotter and the Focus time is set to 5 or 30 seconds, meaning any packet loss that you are seeing is essentially real time and/or when your internet speeds are very bad.  Don't reset the modem.  Let the CSR see that data when the modem is at its worst performance levels.    

Indicate to the CSR that you are seeing packet loss to the CMTS, and have terrible speeds.  Also indicate that a modem restart temporarily resolves the issue.  That is really indicative of a cable issue of some type, but the high signal levels will definitely add some confusion to this issue.  A restart will offer temporary relief for a problem like this, but it doesn't resolve the underlying issue.  That will take a tech visit to sort out. Also indicate to the CSR if you are having any issues with Cable TV such as picture pixelation or audio problems, and/or issues with Home Phone service.  

Hopefully the signal check will show the packet loss and noise issue if one does exist and the CSR will arrange for a tech visit to sort out the cable issues.  Please let me know how that discussion turns out.  

 

To keep an eye on the modem to Casa CMTS problem, you can use pingplotter.  When its running, copy the IP address in line 2, which is the Casa CMTS.  Then paste that into the address bar as the ping target and let the application ping the CMTS.  You will see results that looks similar to the images in my library, located here:

 

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

 

As you can see from the images in the first two to three rows, the pings times to the CMTS are random and can be very high, but, there is no packet loss.  So, the goal at the present time is to correct your packet loss issue which hopefully is a straightforward cable issue.

V4.5.8.21 has been released network wide and V4.5.8.22T1 is now the trial version.  V4.5.8.16 was the firmware that resolved the LOL lag issue last year, along with many other problems.

 

Reading your prevous post again, in order to run IPV6 with your pc, you will have to set up a firewall rule to allow IPV6 ICMP.  IPV6 relies on ICMP, so without it you will probably run into problems.  If you didn't want to run IPV6 on your pc, you can drill down into the adapter settings and disable IPV6 completely.



I've Been Here Awhile
Posts: 2

Re: Slow Internet and Latency Spikes, Need Help!

I have huge latency spikes for about a week. I was referred to the noise hotline for this issue and the tech replaced a connector for the tvbox and a cable for the fusebox. However after all this, I still have huge latency spikes. What should be my next step?

Resident Expert
Resident Expert
Posts: 6,104

Re: Slow Internet and Latency Spikes, Need Help!

@Dishaled, looking back at your modem data, your downstream signal levels and signal to noise ratios are fine, the upstream has one channel which is very close to the upper signal limits, which really indicates that there is a cable and/or connector issue on the go.  Was that taken after the tech visit and connector change?  Rogers apparently uses 52 dBmV as the fail point although the Docsis 3 spec indicates 51 dBmV as the upper limit for the Upstream Signals.  So, if thats the condition that it was left in, they, yes arguably its still within Rogers "spec limits" although its very close to the failure point. 

 

Beyond that your ping times are definitely well beyond where they should be.  You're connected to a Casa Systems CMS which is new, and which is resulting in random high pings to the CMTS, reaching as high as 200 to 300 ms.  But, you're well beyond that.  So, something is amis.

 

Can you load pingplotterpro from www.pingplotter.com.  It will run in PRO mode for 14 days before it kicks down to Freebie mode if you don't buy the intermediate or advance licence.  When you have that loaded, run a test session out to something like google.ca.  When the application is running, right click on the top title bar to bring up the column menu.  Select MAX and JTTR to display those colums and drag those columns right so that their sitting beside the MIN column.  In the Focus drop down menu on the upper right, select ALL for now so that it holds and displays the extreme values of the MIN, MAX, Jitter and Packet loss data and averages the ping times from the time that its selected.  This will show if at some point you have packet loss problems, even if that comes and goes.  Drag the bottom area up to the bottom of the data area to expand the scaling.   Let that run for three to four minutes.  Then, select Edit .... Copy as Image.  Dump the clipboard contents to something like MS paint, wipe out the line 1 address as it will most likely be an IPV6 address for your modem and then save that image.  Run another test but this time change the Focus time in the upper right to 30 seconds.  Let that run for a minute or two.  This will show if you have ongoing packet loss problems as the data lookback is only 30 seconds instead of all of the data.  Then run the same Edit .... Copy as image routine......  If you see any packet loss shown in the packet loss column at any time, copy that image and save it to post.  That's what I'm interested at this point.  

Insert those images into a post and indicate which Focus time is applicable.

 

When I have a look at those results I might have another request or two for some additional tests and images.

 

For now, what you should also do is call tech support and ask the CSR to run a signal check on your modem and the neighbors modems, looking for signal level and ping time issues.  If you're seeing those high ping times, then the tech should be able to detect those as well.  The problem at this point is the issue between the Casa CMTS which you're modem is connected to, and the modem itself.  That is contributing to this problem.  The other part is most likely a cable and / or connector issue.  The CSR that you chat with will probably be unaware of the Casa CMTS - Hiton modem issue.  Leave that one alone for now, but, believe me it has Rogers attention.  Concentrate on the signal issue and resulting ping problems.  Resolving the signal issue will most likely drop those ping times to a much better average, at least as good as can be attained until the Casa CMTS - Hiton modem issue is corrected. 

 

If you look at the top two to three rows in my image library, you can see the ping time to the Casa CMTS that I am connected to.  That is the next node beyond the modem.  The average is around 20 ms with pings reaching as high as 200 to 300 ms.

 

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

 

 Edit:  One thing that I forgot to ask, was that ping test done via ethernet or wifi connection?  If it was wifi, can you redo that via ethernet and post the results again?

 



I Plan to Stick Around
Posts: 21

Re: Slow Internet and Latency Spikes, Need Help!


@Bromoran wrote:

I have been getting very low signal noise ratio results on port ID 21,22,23,24 as seen in this imgur http://i.imgur.com/pchL351.jpg

 

Is there anything I can do on my end to make them stay within the 35-40dB range? whenever they drop low my internet begins to degrade greatly.

 

When my internet is working well I get 31-35 on port 21-24 more in line with port ID 1-20

 

Also the low dB on port 21-24 only last  maybe 5 minutes max before going up past 30dB

 

Thanks for any advice


@Datalink  you replied to my previous post a few weeks ago so here is a follow up / questions

 

Had a rogers tech out to my house yesterday and look Internet issues mentioned above. I showed him my DOCSIS WAN and explained that my signal to noise ratios were low dropping below 30dB. He seemed confused at first asking me where I got this information, I told him by logging into the modem.  He then told me that I shouldn't be logging into my modem and that on all the newer modems have password protection to stop people from looking at those numbers (100% not true as far as I can tell) also I have a newer modem CGN3ACMR

 

He then went on to tell me that all Rogers equipment only uses the first 8 channels and anything past that didn't matter. So even tho I was showing low signal levels on port ID 21-24 or having port ID 21-24 disappear from my DOCSIS WAN if the signals got bad enough it would have no effect on my connection.

 

He did replace all the connectors inside the house and outside the house and told me that the signal was good and he increased by 0.6dB.

 

Nothing has changed after his visit needless to say

 

So here is my question @Datalink   Since all my bad signals always appear on ports 21-24 as shown in this picture http://i.imgur.com/pchL351.jpg if I downgrade my modem to a CGN3 which only has 20 ports (I think) would that fix my problem?   Or would the problem just become ports 17-20?  I believe the CGN3 can handle 250u