Suffering Packet loss

[Friskywolf]

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

[NHTZ2]

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.

[AnnoyingRegistr]

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

[NHTZ2]

Looks like we're having the exact same issue. Hopefully someone can help us!

[RogersTony]

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

[mikeplumridge]

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 

[Shahin6470]

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. 

[super_robot]

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]

[NHTZ2]

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.

[rpi]

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