Suffering Packet loss

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
Highlighted
I'm Here A Lot
Posts: 7

Re: Suffering Packet loss

So it seems to have fixed itself while i was sleeping.

Highlighted
I've Been Here Awhile
Posts: 4

Re: Suffering Packet loss

Serious Packet Loss Issues

 

Edit: This was made as a seperate post and was merged into here.

Hello,

I am posting here because I have nowhere else to go. I am suffering from ridiculous packet loss with my home internet.

I have spoken with Rogers livechat, over the phone with technicians and managers, and have had numerous technicians come to my house. They are all claiming that nothing is wrong.

A few weeks ago, I randomly started experiencing a lot of packet loss. My online meetings were constantly disconnecting, whether they were voice or with webcam, my video games are all lagging an excessive amount, and anything I stream constantly drops in quality or freezes. It doesn't matter if its wired or wireless, I am getting the same errors.  All the applications I use are giving me packet loss errors. 

I used a few online tools to test packet loss, and the results show sometimes I have 0% packet loss, or 15% to 100% packet loss. This makes sense to me because my streams, meetings, and games go from normal to disastrous within the same minute.

Now for information regarding my setup. I use a TP Link C4000 router with a CODA modem. I am on a gigabit plan. I tried putting the modem in bridge mode, no luck. Took it off bridge mode, no luck. I unplugged and put away my router all together and only used the Roger's modem. No luck. I disconnected EVERYTHING off my network and only connected my laptop with an ethernet cable directly into the modem. No luck. I got sent a new modem. No luck. Technicians have spent up to 4.5 hours at my house trying to identify the issue, and they couldnt. When I speak with technicians on livechat or over the phone, they say I should bring a PC technician to my house to investigate my computer... when in reality I am getting this issue with my phone, work laptop, personal laptop. and PS4. If I was to run a speed test on my network, I'll get anywhere between 200 to 500 mbps. My speed is amazing, but the packet loss makes my internet feel choppy.

This issue came out of nowhere about a month or so ago and its seriously affecting my work. I even got an unlimtied data Telus plan so I can hotspot my work laptop, and even my video game console... and guess what... no more packet loss. The Rogers manager told me super generic information when I requested to be transferred to him, like "how far your devices are affect the speed. How many devices you have connected can affect performence." He completely ignored me saying I tried the test with my laptop connected directly to the modem.

Im at a point where Im shopping for other ISPs. I'm considering calling CRTC or CCTS at this point because I am paying for a service but am not getting proper internet. I'd rather avoid the drama and the hassle and get this resolved.

The issue is, I am being told by frustrated agents that this issue is my fault or the fault of the devices I am currently using... if this is somehow related to the sudden surge of people using the internet it would be one thing, but to be told many times rudely that the issue is on my end when its obviously not, thats another issue.

Any help would be very appreciated.

Highlighted
I've Been Here Awhile
Posts: 2

Re: Suffering Packet loss

Ping Spikes - Packet loss and Calls dropping
 
Hello,
Lately I've been having a bunch of issues with my internet where I would get alot of ping spikes, packet loss and when talking to people online, I would stop hearing people talk for 1 to 5 sec.

Pinging google dns 8.8.8.8 100 times would bring about 5% packet loss. 

I've tried having my modem directly connected to my PC or console but it would still be present.
In my patch panel I saw that I have a 9db attenuator, would removing it change anything?

Here is a review of my Coda signal parameters. I believe I might have an upstream issue, anything I can do myself? 
 
 
Thanks
 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 11.300 23 35.780
2 849000000 256QAM 11.000 2 35.595
3 855000000 256QAM 11.400 3 36.387
4 861000000 256QAM 11.400 4 36.387
5 579000000 256QAM 11.300 5 36.387
6 585000000 256QAM 11.500 6 36.387
7 591000000 256QAM 11.600 7 36.387
8 597000000 256QAM 11.500 8 36.610
9 603000000 256QAM 11.200 9 36.387
10 609000000 256QAM 11.600 10 36.387
11 615000000 256QAM 11.500 11 36.387
12 621000000 256QAM 11.100 12 36.387
13 633000000 256QAM 11.200 13 36.387
14 639000000 256QAM 11.300 14 35.780
15 645000000 256QAM 11.700 15 36.387
16 651000000 256QAM 11.700 16 36.610
17 657000000 256QAM 11.500 17 35.780
18 663000000 256QAM 11.400 18 35.595
19 669000000 256QAM 11.600 19 35.595
20 675000000 256QAM 11.700 20 35.780
21 681000000 256QAM 11.300 21 35.595
22 687000000 256QAM 11.300 22 35.780
23 279000000 256QAM 8.700 1 35.595
24 699000000 256QAM 11.200 24 35.595
25 705000000 256QAM 11.300 25 35.780
26 711000000 256QAM 11.300 26 36.387
27 717000000 256QAM 10.800 27 35.780
28 723000000 256QAM 11.000 28 36.387
29 825000000 256QAM 11.500 29 35.780
30 831000000 256QAM 11.400 30 35.780
31 837000000 256QAM 10.900 31 35.780
32 843000000 256QAM 11.000 32 35.595
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 275600000 YES YES YES 9.300003
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 22.250 6 6400000
2 36996000 ATDMA - 64QAM 21.500 8 6400000
3 30596000 ATDMA - 64QAM 22.500 7 6400000
4 13696000 ATDMA - 64QAM 21.000 5 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
Highlighted
I've Been Here Awhile
Posts: 4

Re: Suffering Packet loss

Looks like we're having the exact same issue. Hopefully someone can help us!
Highlighted
Moderator
Moderator
Posts: 942

Re: Suffering Packet loss

Hello, @NHTZ2 & @AnnoyingRegistr

 

Welcome to the Rogers Community Forums!

 

Dealing with packet loss issues can become a major frustration. We definitely want to help you find a solution to this matter. 

 

@AnnoyingRegistr, thanks so much for posting your signal levels. The downstream & upstream channels appear to be out of the specified range. This is most likely the root cause of the packet loss issues you are experiencing. Has there been any modification to your lines such as the addition of splitters or a signal booster/attenuator that was not installed by a Rogers technician? Is the modem installed in the same location or has it been moved recently?

 

@NHTZ2, to ensure we have covered all of our bases and are not missing any troubleshooting steps, we'd like to review the notes on your file to determine what steps to take to resolve this for you. Please send a Private message to @CommunityHelps so we can pull up your info and get started.

 

Not familiar with our Private messaging system? No worries, Click Here.

 

We look forward to your response.

 

RogersTony

Highlighted
I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

As Per Phone call with Rep 'Owen'  - re: #C154345719

 

As reported Last week, and Again today ..

I am once again experiencing intermittent Packet loss; Rogers Rep detects no signal strength problems or issues.

 

When this has happened in the past, typically (after explaining to them 4 times what 'packet loss' is) they forward this the the 'Maintenance Team' ... and they roll out a Rogers truck, and usually report 'Repairs completed to the problematic Node around the corner from me. 

 ... However this time, our Hero Owen, refuses to do that and has insisted that i waste more time by posting here... I highly suspect this is because he simply does not understand what 'packet loss' is.

 

Don't be an Owen, please only reply if you are an Official Rogers Rep and are in a position to Actionably do something. My phone number is on file, i am available 24/7 - call anytime.   

 

 

*NOTES:  Wired Ethernet - Directly to the Rogers Modem; No 3rd party routers/switches; Issue persists on multiple computers, operating systems, Multiple ping locations; Issue is Random totally random (day/evening/night); This is NOT and internal issue.  When present It effects gaming, streaming and surfing.
 (i am Not a novice user, don't waste my time).      ...  and YES, i rebooted the modem.  

 

 PING RESULTS:  (unable to capture screenshot;  copy/paste will have to do) 

 

1)  Example of Ping to External site; (google.ca/bbc.ca/cnn.com all yield similar loss result) 

# Ping statistics for ***withheld*** 
# Packets: Sent = 618, Received = 597, Lost = 21 (3% loss),
# Approximate round trip times in milli-seconds:
# Minimum = 5ms, Maximum = 27ms, Average = 11ms

 

3)  Ping to Modem; zero loss. 

Ping statistics for 192.168.0.1:   
Packets: Sent = 3654, Received = 3654, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 1ms, Average = 0ms

 

4) TraceRoutes show no issues, latency, or suspect information. Withheld for privacy.

 

 

 

I look forward to reading your knowledgeable replies 

 

 

Highlighted
I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

Thank you, this is the exact same problem I been having. 

 

Rogers tech guys do a simple ping test, and see everything is fine. And just move on. 

 

Ping spikes has been happening at RANDOM times. Just because it doesn't happen at that moment when you did a ping test, it doesn't mean everything is fine. Monitor the ping for a week, then come back to me with the result. We live in world that is connected through network, if we don't have consistent internet, then we're done. 

I could write a book about all the excuses I heard over the past 6-8 months from the tech guys. And trust me, I learned so much over these 6-8 months. 

Highlighted
I Plan to Stick Around
Posts: 56

Re: Suffering Packet loss

Just did a ping test while I was reading... it's not in peak hours and look.. high latency and dropped packet. Just know that you're not crazy nor alone ..

 

Reply from 172.217.0.227: bytes=32 time=141ms TTL=55
Reply from 172.217.0.227: bytes=32 time=25ms TTL=55
Reply from 172.217.0.227: bytes=32 time=34ms TTL=55
Reply from 172.217.0.227: bytes=32 time=52ms TTL=55
Reply from 172.217.0.227: bytes=32 time=17ms TTL=55
Reply from 172.217.0.227: bytes=32 time=55ms TTL=55
Reply from 172.217.0.227: bytes=32 time=40ms TTL=55
Reply from 172.217.0.227: bytes=32 time=64ms TTL=55
Reply from 172.217.0.227: bytes=32 time=59ms TTL=55
Reply from 172.217.0.227: bytes=32 time=86ms TTL=55
Reply from 172.217.0.227: bytes=32 time=64ms TTL=55

Ping statistics for 172.217.0.227:
Packets: Sent = 122, Received = 121, Lost = 1 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 141ms, Average = 41ms

 

 

Trace route also displays the latency between the Rogers hops

 

1 1 ms 1 ms 1 ms INTEL_CE_LINUX [192.168.0.1]
2 26 ms 38 ms 26 ms 
3 49 ms 50 ms 49 ms 8082-dgw02.etob.rmgt.net.rogers.com [67.231.220.37]
4 130 ms 42 ms 29 ms 3009-cgw01.bloor.rmgt.net.rogers.com [69.63.248.185]
5 103 ms 43 ms 103 ms 209.148.230.14
6 * * * Request timed out.
7 18 ms 66 ms 36 ms 108.170.250.241
8 17 ms 23 ms 32 ms 108.170.226.217
9 15 ms 16 ms 13 ms dfw06s38-in-f3.1e100.net [172.217.0.227]

Highlighted
I've Been Here Awhile
Posts: 4

Re: Suffering Packet loss

Hey guys,

Im talking to Rogers support through private messages through the forums and its not helping me at all.

As the comments above me are mentioning, there is an issue. You guys keep asking me to run tests, theres tests being done on your end, and youre sending some people to my house over and over. The issue persists and Im sick of it.

My games are lagging a stupid amount. My shows are freezing a stupid amount. My meetings are being dropped a stupid amount. Ive downloaded applications that monitor this internet, and theyre able to identity my sudden packet loss and ping spikes. The issues shown in the screenehots were appearing the exact same time everything was freezing, but the Rogers support doesnt even look at them because they can only look at their own results... which are useless. They arent finding the problem.

These screenshots show the random cut in service and packet loss. Again, I ran the application as soon as everything in the house started freezing, and I always run to my laptop to run the tests Rogers requested, but it goes back to normal by then.
http://imgur.com/gallery/8ZiuTQx
http://imgur.com/gallery/HsKLPSQ

The house next door is even having the EXACT same issues. Rogers has a problem they are not capable of finding, let alone fixing. If you refer to my previous comment on this thread, Ive tried everything and Ive been talking to a bunch of Rogers support since then.

Me having to buy an unlimited Data plan from Telus to hotspot my game consoles and work computer is UNACCEPTABLE.

I think I will complain to CRTC or CCTS. I cant handle this anymore.
Highlighted
I've Been Around
Posts: 1

Re: Suffering Packet loss

Hello,

 

I have been experiencing packet loss (lag) while trying to play games from my xbox/pc (both wired). I contacted rogers support and they said everything is "fine" judging from the "graphs" they use. I don't know what the issue could be so I'm posting my router's stats here. It would be a huge help if someone could spot the problem! Thanks

 

Upstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 36996000 ATDMA - 64QAM 35.000 4 6400000
2 22100000 ATDMA - 64QAM 38.250 1 3200000
3 30596000 ATDMA - 64QAM 34.750 3 6400000
4 25300000 ATDMA - 64QAM 38.250 2 3200000

 

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 5.600 7 40.366
2 855000000 256QAM 2.400 3 38.983
3 861000000 256QAM 2.100 4 40.366
4 579000000 256QAM 5.900 5 40.366
5 585000000 256QAM 5.600 6 40.366
6 849000000 256QAM 2.500 2 38.983
7 597000000 256QAM 5.100 8 40.366
8 603000000 256QAM 5.100 9 40.366
9 609000000 256QAM 4.700 10 40.946
10 615000000 256QAM 5.100 11 40.366
11 621000000 256QAM 5.100 12 40.366
12 633000000 256QAM 5.200 13 40.366
13 639000000 256QAM 5.100 14 40.366
14 645000000 256QAM 5.300 15 40.366
15 651000000 256QAM 5.300 16 40.366
16 657000000 256QAM 5.600 17 40.946
17 663000000 256QAM 5.300 18 40.366
18 669000000 256QAM 5.300 19 40.366
19 675000000 256QAM 5.000 20 40.366
20 681000000 256QAM 5.200 21 40.366
21 687000000 256QAM 5.200 22 40.366
22 693000000 256QAM 5.500 23 40.366
23 699000000 256QAM 5.300 24 40.366
24 705000000 256QAM 5.200 25 40.946
25 711000000 256QAM 5.400 26 40.366
26 717000000 256QAM 5.400 27 40.946
27 723000000 256QAM 5.800 28 40.366
28 825000000 256QAM 3.600 29 40.366
29 831000000 256QAM 3.600 30 40.366
30 837000000 256QAM 3.300 31 40.366
31 843000000 256QAM 3.100 32 38.983
32 279000000 256QAM 8.500 1

38.983