Unstable ping and Latency issues on both Ethernet and WiFi

[jkrupa]

Hello all,

In desperate need of some help with ping and latency issues on a hardwire ethernet connection and WiFi. For the past two weeks, I have had unbelievably unstable ping and latency while playing rocket league to the point where it is almost unplayable (similar ping issues are seen in other games and on zoom). I had this same issue for the entirety of April and May until it was magically resolved without the help of Rogers. For reference, I have the gigabit internet package, and these issues persist regardless of the time of day or traffic on our home network.

I'm not the most network savvy but I would consider myself very tech literate, so any troubleshooting tips would be greatly appreciated. Anything that will help me identify the issue so I can get Rogers to do something (other than tell me to reset the router or use a wired connection) would help a ton. I'll do anything at this point to try to identify the issue!

[RogersMoin]

Hello, @jkrupa.

Thank you for posting your concern, and welcome to our Community!

High ping/latency can certainly hinder gaming and other Internet services. I appreciate your wanting to troubleshoot the issue. Let’s begin with understanding your home network:

• Where is your XB7 located?
• Are you using any network switches, pods, mesh, etc.? (If yes, is it Rogers provided?)
• Is the band steering enabled on your network?

Could you please hard-wire your desktop/laptop directly to XB7 and run the ping and traceroute tests as outlined in our knowledge base article?

We look forward to knowing more about your network and the test results.

Cheers,

RogersMoin

[Muttman]

The last three weeks we have been experiencing very bad ping spikes when gaming. Wired or wireless doesn’t make a difference, the usual 20-30ms will spike to 500-1000. Rogers have sent a tech but they seem more concerned with the speed of the internet than the latency.

We have the gigabit package with the technicolor cgm4331com. I was hoping some of the community members might have had this issue and could maybe offer some support to us.

Thanks in advance.

[Muttman]

Ping statistics for 64.71.255.204:
Packets: Sent = 455, Received = 454, Lost = 1 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 2893ms, Average = 96ms

Those are the primary IPV4 results.

[Muttman]

Ping statistics for 99.233.68.1:
Packets: Sent = 998, Received = 996, Lost = 2 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 3443ms, Average = 263ms

Those are the CMTS results 

[jkrupa]

Hey Moin, sorry for the late reply I have been away for the past week,

1) XB7 is located on main floor and I am in the basement, have had this configuration for the past 3 years and have never had these latency issues.

2) Currenty using XB7 in bridge mode using a Asus GT-AX11000 as my router, have use this for years with no issues. I experience the same issues with using the XB7 as the router (on both wifi and ethernet).

3) I have always had bandsteering off, my experience with it on was terrible. It would put devices that should be on 5G onto 2.5G. Latency and ping issues are exactly the same on either bandwith

I did however have a rogers tech on the phone who saw and acknowledged my ping/latency issues (she was great). She did a reset of the router and it has solved the issue for now. I ran tests before and after the reset and here are the results:

PRE RESET:

Ping statistics for 2607:f8b0:400b:804::2004:
Packets: Sent = 399, Received = 399, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 346ms, Average = 51ms

Tracert test

1 <1 ms <1 ms <1 ms 2607:fea8:2cc0:149::1
2 132 ms 134 ms 141 ms 2607:f798:804:193::1
3 78 ms 75 ms 87 ms 2607:f798:10:3082:0:661:8508:9081
4 88 ms 77 ms 81 ms 2607:f798:10:88:0:661:8508:25
5 98 ms 122 ms 106 ms 2607:f798:10:35a:0:2091:4823:5214
6 123 ms 105 ms 99 ms 2607:f798:14:83::2
7 38 ms 36 ms 38 ms 2001:4860:0:17::1
8 29 ms 35 ms 37 ms 2001:4860:0:1::5b67
9 28 ms 27 ms 32 ms yyz12s07-in-x04.1e100.net [2607:f8b0:400b:807::2004]

POST RESET:

Ping statistics for 2607:f8b0:400b:803::2004:
Packets: Sent = 324, Received = 324, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 79ms, Average = 20ms

Tracing route to www.google.com [2607:f8b0:400b:803::2004]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2607:fea8:2cc0:149::1
2 13 ms 12 ms 15 ms 2607:f798:804:193::1
3 12 ms 14 ms 13 ms 2607:f798:10:3082:0:661:8508:9081
4 17 ms 16 ms 14 ms 2607:f798:10:88:0:661:8508:25
5 25 ms 14 ms 17 ms 2607:f798:10:35a:0:2091:4823:5214
6 17 ms 16 ms 16 ms 2607:f798:14:83::2
7 17 ms 19 ms 18 ms 2001:4860:0:17::1
8 18 ms 17 ms 25 ms 2001:4860:0:1::1fb9
9 20 ms 19 ms 17 ms yyz12s08-in-x04.1e100.net [2607:f8b0:400b:803::2004]

So far post reset seems far more stable. Ping still jumps around a bit more than it used to, but it is usable for gaming again. Not sure why all of the resets I had done never had the same effect. So not entirely sure if my XB7 is the culprit or not.

[RogersYasmine]

Hey @jkrupa,

We appreciate the update! I'm glad to hear that the latest reset seems to have resolved most of the issues you were having. If the issues return, please let us know!

Have a nice weekend and take care. 🙂

RogersYasmine

[jkrupa]

Hey @RogersMoin and @RogersYasmine, well a week has past and my ping stability issues have returned, and a physical reset of the modem has not helped.

Here is a ping test and tracert test to www.google.com:

Ping test: (included a few lines to highlight how variable the pings are)

Reply from 2607:f8b0:400b:804::2004: time=29ms
Reply from 2607:f8b0:400b:804::2004: time=51ms
Reply from 2607:f8b0:400b:804::2004: time=51ms
Reply from 2607:f8b0:400b:804::2004: time=41ms
Reply from 2607:f8b0:400b:804::2004: time=59ms
Reply from 2607:f8b0:400b:804::2004: time=52ms
Reply from 2607:f8b0:400b:804::2004: time=53ms
Reply from 2607:f8b0:400b:804::2004: time=45ms
Reply from 2607:f8b0:400b:804::2004: time=78ms
Reply from 2607:f8b0:400b:804::2004: time=73ms
Reply from 2607:f8b0:400b:804::2004: time=19ms
Reply from 2607:f8b0:400b:804::2004: time=25ms
Reply from 2607:f8b0:400b:804::2004: time=22ms
Reply from 2607:f8b0:400b:804::2004: time=29ms
Reply from 2607:f8b0:400b:804::2004: time=41ms
Reply from 2607:f8b0:400b:804::2004: time=27ms
Reply from 2607:f8b0:400b:804::2004: time=41ms
Reply from 2607:f8b0:400b:804::2004: time=38ms
Reply from 2607:f8b0:400b:804::2004: time=38ms
Reply from 2607:f8b0:400b:804::2004: time=60ms
Reply from 2607:f8b0:400b:804::2004: time=52ms
Reply from 2607:f8b0:400b:804::2004: time=68ms
Reply from 2607:f8b0:400b:804::2004: time=67ms
Reply from 2607:f8b0:400b:804::2004: time=111ms
Reply from 2607:f8b0:400b:804::2004: time=25ms
Reply from 2607:f8b0:400b:804::2004: time=27ms

Ping statistics for 2607:f8b0:400b:804::2004:
Packets: Sent = 1961, Received = 1961, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 147ms, Average = 42ms

Tracing route to www.google.com [2607:f8b0:400b:80c::2004]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2607:fea8:2cc0:149::1
2 80 ms 81 ms 69 ms 2607:f798:804:193::1
3 80 ms 97 ms 96 ms 2607:f798:10:3081:0:661:8508:9077
4 33 ms 29 ms 33 ms 2607:f798:10:86:0:241:5300:7237
5 34 ms 37 ms 29 ms 2607:f798:10:35c:0:2091:4823:5222
6 18 ms 21 ms 16 ms 2607:f798:14:83::2
7 28 ms 27 ms 28 ms 2001:4860:0:11d6::1
8 21 ms 11 ms 25 ms 2001:4860:0:1::31e1
9 26 ms 30 ms 31 ms yyz10s17-in-x04.1e100.net [2607:f8b0:400b:80c::2004]

Tracing route to www.google.com [2607:f8b0:400b:804::2004]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2607:fea8:2cc0:149::1
2 61 ms 60 ms 60 ms 2607:f798:804:193::1
3 68 ms 70 ms 73 ms 2607:f798:10:3081:0:661:8508:9077
4 66 ms 62 ms 70 ms 2607:f798:10:86:0:241:5300:7237
5 104 ms 105 ms 109 ms 2607:f798:10:35c:0:2091:4823:5222
6 32 ms 28 ms 25 ms 2607:f798:14:83::2
7 30 ms 18 ms 16 ms 2001:4860::1c:4000:e8cb
8 25 ms 14 ms 19 ms 2001:4860:0:1::5c81
9 25 ms 22 ms 19 ms yyz10s20-in-x04.1e100.net [2607:f8b0:400b:804::2004]

Don't understand how a rogers technician reset the modem and it fixes it for a week, but when I do it nothing happens.

Any help is appreciated!

[RogersZia]

Good evening @jkrupa, 

Thanks for keeping us posted! Please reach out to us via PM @CommunityHelps for further assistance. You can check out the step by step instructions on how to send a PM here. 

RogersZia