01-24-2020 03:09 PM
So it seems to have fixed itself while i was sleeping.
04-14-2020
09:25 AM
- last edited on
04-14-2020
10:05 AM
by
RogersLaura
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.
04-14-2020
02:40 PM
- last edited on
04-14-2020
02:51 PM
by
RogersLaura
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 |
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 |
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 |
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 |
04-14-2020 04:39 PM
04-15-2020 09:30 AM
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
04-24-2020
06:58 PM
- last edited on
04-25-2020
08:16 AM
by
RogersTony
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
04-24-2020
08:53 PM
- last edited on
04-25-2020
09:27 AM
by
RogersTony
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.
04-24-2020
09:14 PM
- last edited on
04-25-2020
08:16 AM
by
RogersTony
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]
04-25-2020 12:57 PM - edited 04-25-2020 01:08 PM
05-05-2020
01:43 PM
- last edited on
05-05-2020
01:54 PM
by
RogersTony
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 |