Sporadic Connection Issues

[brian55555]

I'm having extremely sporadic connection problems in Guelph. There's also very bad packet loss on top of this from some Rogers server which I think is a different issue. That packet loss is from 209.148.235.0/24, I believe this mostly happens during daytime and someone else was complaining about it on the last page of this post https://communityforums.rogers.com/t5/Internet/Signal-drop/td-p/513199/page/2 . I don't want to focus on that issue.

The issue I'm having is with packet loss and wild variance in ping from the second hop onward to anywhere. I had a tech come out and there was no apparent issue. The problem will start and stop randomly and will last a random amount of time, it's not uncommon for there to be no issue for an hour or that there are issues for a few hours in a row. The problem can be packet loss (5% to 20%), high latency, or both at the same time for a period of minutes to hours. It's not surprising if the internet stops working completely for a duration of seconds to minutes while the connection is having issues. This is a problem for me because when this starts up I either get dropped from internet calls or become unable to participate in anything that needs an internet connection. Below is a table of the best/average/worst pings from every hop on the way to Rogers over 3620 samples. 

WinMTR output testing ping to www.rogers.com from an ethernet connection on Nov 29th:

Host	Sent	Received	Best	Average	Worst
10.0.0.1	3620	3620	0	0	15
pool-99-226-16-1.cpe.net.cable.rogers.com	3620	3620	3	28	207
67.231.220.93	3620	3620	4	27	169
0-0-0-7-dgw01.glph.rmgt.net.rogers.com	3620	3620	6	23	158
209.148.235.222	3610	3607	6	32	208
akamai.ip4.torontointernetxchange.net	3620	3620	10	88	659
a23-34-222-137.deploy.static.akamaitechnologies.com	3620	3620	8	31	202

Typically pinging Google or Rogers for me should be around 10-16ms but there are a lot of consecutive bad pings in a row that make the connection practically unusable while bumping up the average if the connection hasn't dropped entirely. My only hunch is that some work was done improperly at the start of October to a box across my street that took down the internet for a while because ever since then the connection has been spotty. Since around mid October it has been getting progressively worse and lasting for longer periods of time, the connection becomes unusable multiple times a day and has become impossible to ignore since November 10th. Let me know what other information I could provide. Below are some generic questions that I saw a mod ask.

When the signal drops, does it impact all devices?

Yes

Are you losing connectivity while on WiFi or via Ethernet?

Ethernet, WiFi devices also but I've done all testing via ethernet

When you lose connection, how long does it take for the signal to come back up?

Seconds to minutes

What colour is the light at the top of the modem when this occurs?

It remains white

I'm on the ignite modem they rolled out and it's about a year old and I've replaced the coax cable just in case it became damaged suddenly. This issue started at the beginning of October.

Edit: There are a few home internet connections on this account but this is about the one in Guelph.

*Added Labels*

[RogersCorey]

Good morning @brian55555,

I understand that severe latency is extremely disruptive and I would like to do my best to help get this resolved for you.

I'll need to run some tests of my own as the next step. If this situation is happening during the day, please reach out to us when the issue is occurring so that we can test while it's ongoing and capture it happening.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[brian55555]

It's happening right now. Generally it will be noticeable within a 1 hour window at any time these last few days. I'm watching a 1-minute rolling average of my ping and the number jumps up a lot a few times an hour. Some software I use needs a persistent connection and will kick me off during these spikes.

Should I dm the @CommunityHelps account or can I reply here instead?

Below is WinMTR output pinging google.com for over an hour on Dec 1 at 2PM. The bad pings happen consecutively and sometimes disconnect me from things I am doing if the connection doesn't break altogether. There's additional packet loss from 209.148.235.0/24 but that is a separate issue. I want to focus on the extreme latency happening right after the first hop.

winmtr output