Troubleshooting Latency (Wired Devices)

[RogersAndy]

We know troubleshooting isn’t everyone’s idea of a great time, but we’ve compiled a few steps here that should help put some of the control back in your hands as the customer.

When should I complete these steps?
If you’re experiencing intermittent or consistent latency/high ping when gaming, streaming, and/or during voice/video calls with a wired connection to your modem.

Step 1: Prerequisites
Complete each of the steps outlined in the Intermittent / Slow Troubleshooting Guide (Link)

Step 2: Reboot!
If you haven’t yet already, reboot both your device and your modem. If the issue persists, continue on with Step 3.

Step 3: Ping Test

Ping is a networking utility program or a tool to test if a specific host is reachable. A ping test sends a small data packet to a server and if it receives a data packet back, then you have a connection. Throughout the test this test will identify how long it takes to send and receive those packets. Setting the number of pings via -n 50, sets the request to send 50 packets and measure the time for each. We will be looking to see if the latency (the time to send/receive the data packet) exceeds 100ms.


To perform a Ping test on Windows:

1. Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter
2. In the newly opened command prompt window, type: ping -n 50 www.google.com
3. You may have to wait up to a minute or more for the test to complete
4. Once completed highlight the Ping Statistics results at the bottom with your mouse then ctrl+c on your keyboard to cop
5. Provide the Ping Statistics results (bottom 4 lines) in the Forums or to Support for analysis
   
   

Performing a Ping test in Mac OS X

1. Launch Network Utility (Search Network Utility in Spotlight and choose the first option)
2. Click the Ping option in the top menu
3. Enter the network address to ping: www.google.com
4. Select and enter: Send only “50” pings 
5. Click Ping at the bottom right
6. Select the Ping Statistics results at the bottom of the window below, and then right-click and
7. select Copy or press COMMAND+C to copy the text.
8. Provide the Ping Statistics results (bottom 3 lines) in the Forums or to Support for analysis
   
   

Example Ping Test Result:

Ping statistics for 172.217.164.238:
    Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 8ms, Maximum = 61ms, Average = 15ms

Step 4: Traceroute

Traceroute, also called tracepath or tracert, is a network tool used to determine the path packets take from one IP address/device location to another. When completing a traceroute the time it takes to reach each “hop”/location will be timed. We will be looking for latency here that exceeds 100ms within the Rogers network (typically the first 3-6 hops).

Completing the traceroute will require a test completed to google.com or to the ingest server you’re experiencing latency with. For assistance with that you can reach out to their support directly.

To run traceroute on Windows:

1. Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter
2. In the newly opened command prompt window, type: tracert www.google.com
3. You may have to wait up to a minute or more for the test to complete
4. Once completed highlight the results with your mouse then ctrl+c on your keyboard to copy
5. Provide the complete results (every line) in the Forums or to Support for analysis

Performing a Traceroute in Mac OS X

1. Launch Network Utility (Search Network Utility in Spotlight and choose the first option)
2. Click the Traceroute option in the top menu
3. Enter the network address to trace an internet route to: www.google.com
4. Click Trace at the bottom right
5. Select the results in the window below, and then right-click and select Copy or press COMMAND+C to copy the text
6. Provide the complete results (every line) in the Forums or to Support for analysis
   
   

Example Traceroute Result:

Tracing route to google.com [172.217.164.238]
over a maximum of 30 hops:

  1     2 ms     1 ms     2 ms  hitronhub.home [192.168.0.1]
  2    19 ms    13 ms    12 ms  99.xxx.xxx.x
  3    10 ms    10 ms    11 ms  8081-dgw01.ym.rmgt.net.rogers.com [67.xxx.xxx.xxx]
  4    11 ms    10 ms    17 ms  0-14-0-11-cgw01.ym.rmgt.net.rogers.com [209.xxx.xxx.xxx]
  5    12 ms    10 ms    16 ms  209.148.235.133
  6     *        *        *     Request timed out.
  7    12 ms    13 ms    13 ms  74.125.244.145
  8    13 ms    14 ms    20 ms  216.239.41.247
  9    12 ms    14 ms    14 ms  yyz12s05-in-f14.1e100.net [172.217.164.238]

Trace complete.

Step 5: Persistence

If your latency is persistent and intermittent then consecutive traceroutes may be necessary to have visibility of the latency. We recommend running the tracert test consecutively over a 2-5-minute period. Let support or us in the Forums know how often the latency becomes visible as this will be helpful when attempting to replicate.

Step 6: Reach Out to us here on the Community Forums:

If you are experiencing poor performance on any modem and/or observe the following on your internet modem:

1. Missing one or more channels on the downstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels.
2. Missing one or more channels on the upstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels.
3. Speed test with two devices at the same time (2 wired or 1 wired and 1 WiFi on 5G) with a combined speed lower than your plan.

If you have any doubt concerning your internet performance please post a question in the Rogers Community Forums along with your downstream tables, upstream tables and the results from a Rogers Speedtest with an ethernet connected PC or laptop.  Any problems with wireless devices should first be approached from the ethernet connected point of view to ensure that the modem is operating normally.  Please post in any additional information such as whether or not you have services which include Rogers Cable TV and/or Rogers Home Phone, and if you are observing any problems with those services as well.  As well, indicate whether your home is an apartment, single family house, or other, as this may change the approach required to solve an internet problem.