Terrible Node Congestion in Markham - Ping charts that will DROP YOUR JAW.

[ngehani]

So here is the quick story. We have had Rogers home internet at our home in Markham since we moved here August 2022. Things were fine till Feb 2023. I do lots of work from home so the usual Teams calls were smooth and I never heard any complains.

In Feb 2023, on virtually every call, coworkers started complaining about jittery voice, calls dropping, etc.  so I knew something was up. Started doing ping tests and ran ping plotter on Ethernet port of the router for 24hr periods to try and get to the bottom of this. I now have ping plotter running almost permanently on the machine. My average weekday rogers internet experience is summed up by the following charts. Almost every hour I get multiple "latency storms" which make the internet unusable, voip applications dies, you don't wanna be the guy on the other end of my work Teams call. 

I have already called tech support, they dispatched a technician twice. All those guys did each time was remove a splitter or two in my panel, and show me the signal strength on their meter and telling me everything is fine. One of them went as far as saying, this kind of thing happens once in a while with internet and suggested me to wait a few days and see it magically resolve itself on it's own. I am at my wit's end now with this situation. I work from home 4 days a week and video calls are very important to me. I am currently using my phone's LTE internet to get through my most important business calls in the day. I have a kind neighbor who has Bell internet and has kindly shared his wifi with me for me to be able to get buy but this is not ideal at all. 

I have been to many Rogers forums over the last few weeks and I know this is a classic sign of node congestion and I just need somebody who actually cares about maintaining their networks at Rogers to acknowledge this and devise a plan. Not gonna sit here and moan about prices and credits. I just need Rogers to maintain their last mile network to the basic satisfaction of their customers.

To all the good people here, is there any hope to this? 

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EDIT: few more details on the plan I have. I have a 500 down / 30 up  Rogers ignite plan. Modem details from the modem page: Model:CGM4140COM, Vendor:Technicolor, Hardware Revision:2.2

Viewer discretion advised. The images you will see below are truly disturbing and may make some viewers very sick. 

1) Calm between two latency storms:

Example of a calm between two latency storms just minutes apart.

2) Before and during the storm. You can see the Burj Khalifa's forming even during the "normal" part of this chart.

Before and during the storm. One moment video calls are fine, another moment my calls are reduced to dust.

3) Crazy ping spikes during the latency storm:

Example of latency storms happening almost every hour

4) For good measure, I manually pinged the CMTS during the latency storm. You can see visually see the jitter and latency. Jaw dropping stuff indeed:

Command prompt ping to CMTS during a latency storm. Just imagine what this does to my Teams calls.

5) Calm after the storm. Beautiful quiet Sunday morning here when I can see all the neighbors outside mowing their lawn. Probably a few dogs in the living rooms watching Netflix which was left running on the TV. Other than that, no real network congestion and hance ping times that resemble normal again. Can't wait till the evening for the storms to come back:

Calm after the storm.

***Edited Labels***

[ngehani]

What do folks think? What's the suggested path of action to get Rogers to look at this?

To continue the update, this is the average weekday hourly ping response activity. How is it that Rogers network monitoring systems don't pick this up? 

[-G-]

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@ngehani wrote:

What do folks think? What's the suggested path of action to get Rogers to look at this?

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I would send a private message to @CommunityHelps  and ask them to investigate.  You didn't post your signal levels and error stats; they might hint as to whether you have been migrated to a new DAA fibre node or whether you are still being serviced by old DOCSIS infrastructure, and may reveal other problems in addition to the latency issues.

It's hard to say whether your problems could be fixed by infrastructure upgrades or whether they are being caused by infrastructure upgrades.

[ngehani]

Here are the signal levels and error stats.  What can we glean from this?

IndexLock StatusFrequencySNRPower LevelModulationIndexLock StatusFrequencySymbol RatePower LevelModulationChannel TypeIndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

Downstream	Channel Bonding Value
23	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	24	25	26	27	28	29	30	31	32	33
Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
693 MHz	627 MHz	849 MHz	855 MHz	861 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz	681 MHz	687 MHz	699 MHz	705 MHz	711 MHz	717 MHz	723 MHz	825 MHz	831 MHz	837 MHz	843 MHz	350000000
40.6 dB	41.3 dB	38.6 dB	38.3 dB	37.8 dB	41.3 dB	41.6 dB	41.6 dB	41.7 dB	41.4 dB	41.4 dB	41.4 dB	41.4 dB	41.6 dB	41.2 dB	38.8 dB	39.4 dB	40.9 dB	41.1 dB	40.7 dB	40.5 dB	41.1 dB	40.8 dB	40.4 dB	40.0 dB	40.0 dB	39.9 dB	39.8 dB	37.1 dB	36.0 dB	38.5 dB	38.4 dB	41.5 dB
-4.7 dBmV	-3.1 dBmV	-5.8 dBmV	-5.8 dBmV	-6.4 dBmV	-2.9 dBmV	-2.8 dBmV	-2.9 dBmV	-2.8 dBmV	-2.8 dBmV	-3.0 dBmV	-3.1 dBmV	-2.9 dBmV	-3.3 dBmV	-3.6 dBmV	-6.9 dBmV	-6.5 dBmV	-4.4 dBmV	-4.1 dBmV	-3.6 dBmV	-3.5 dBmV	-3.9 dBmV	-4.1 dBmV	-5.3 dBmV	-5.6 dBmV	-5.8 dBmV	-6.1 dBmV	-6.0 dBmV	-8.9 dBmV	-9.3 dBmV	-6.7 dBmV	-6.3 dBmV	-3.6 dBmV
256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM
Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz
2560	5120	5120	5120
37.5 dBmV	41.5 dBmV	43.8 dBmV	43.5 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA
CM Error Codewords
1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
1214595025	872256242	872262042	872245921	872271735	872277056	872281423	872286443	872291106	872296968	872303927	872309444	872315420	872320434	872324795	872330668	872335292	872340910	872347246	872351396	872356891	872361632	872366829	872365202	872371110	872375819	872381475	872387690	872392039	872397554	872400699	872425236	1214595025
1198124184	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	3	0	0	1198124184
0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0

[ngehani]

Different format if that helps:

[-G-]

@ngehani  Looks like you are on an old fibre node.  Hopefully it's just a matter of time before your area gets upgraded.

[Winter112233]

I'm in Unionville, had same issue. happened almost once a week. Called rogers tech support and they said it was node congestion. They said they sent a request/did something.

That seem to have fixed my issue. Note, cell service in my area sucked as well. But they upgraded that too and now I get 5G+. So maybe just an issue of where in Markham you are.