ongoing ping spikes and packet loss

[Foofles]

Hi, I live in York Region, ON area, the past 2-3 weeks I've been experiencing heavy ping spikes and packet loss issues and I can't seem to troubleshoot it. The modem was restarted multiple times, factory reset, disconnected all the devices connected to the wifi. I've tried pinging www.google.com in command prompt and I get random ping spikes about every 30 seconds to 1 minute. the ping spikes can range from 120ms - 2200ms but exceeding 1000ms is rare. The packet loss does not occur a lot but once using ping plotter it shows I have around 70%-80% PL in hop 2 and almost 95% PL in hop 1. I have done Traceroute in command prompt to try and isolate the issue, I bought a new router to test if I will still have the same problems but even after that the problems continued.

Specs:

Rogers XB7 modem

TP-Link Archer AX80

Cat 6 Ethernet connected to PC

1.5Gigabit Ignite internet

Test Results:

from "ping www.google.com -n 100"

Ping statistics for 172.217.1.4:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 1570ms, Average = 40ms

from "tracert www.google.com"

1 <1 ms <1 ms <1 ms 1xx.xxx.x.x
2 20 ms 16 ms 17 ms pool-99-xxx-xx-x.cpe.net.cable.rogers.com [99.xxx.xx.x]
3 14 ms 8 ms 22 ms 8021-dgw02.nmkt.rmgt.net.rogers.com [24.xxx.xxx.xxx]
4 22 ms 17 ms 23 ms 3023-cgw01.ym.rmgt.net.rogers.com [24.xxx.x.xx]
5 16 ms 17 ms 26 ms 209.xxx.xxx.xxx
6 22 ms 16 ms 16 ms 72.xx.xxx.xx
7 16 ms 10 ms 21 ms 192.xxx.xx.xx
8 17 ms 23 ms 18 ms 142.xxx.xx.xx
9 19 ms 18 ms 17 ms yyz10s20-in-f4.1e100.net [142.xxx.xx.xx]

Trace complete.

***Edited Labels***

[vasuman]

Hey, I was about to make a new post. I am in North York, Toronto and since the last 2 weeks, I have unbearable lag spikes and packet loss. I noticed it because I play everyday with my friends on Parsec. Can someone from the Rogers team please look into this? I contacted support who promised to revert in 24 hours but it's been a week and nobody has reached out to me. I am on the verge of switching to Bell... 😞

[Datalink]

@vasuman you should call tech support and keep calling tech support until you see a response to your complaints in the form of a field tech arriving at your home.

There are a couple of data points that would be useful to see:

1. a ping test to your Cable Modem Termination System. That will reveal whether or not you have a packet loss problem just reaching the CMTS, which is the gateway to everywhere else.  To do this, run a trace to Google:

tracert -4 www.google.com

I'm going to assume that the modem is running in Gateway mode, or that you have the modem in Bridge mode with a router behind it.  If you have this configuration, this will be pretty simple.

In the trace data, the first hop will be the modem or router, depending on what your equipment configuration happens to be.  Ping the second hop, which will be the CMTS;

ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is the IPv4 address of the CMTS

That will run a test, for one hour and then terminate automatically. Run at least a one hour test. I usually run these for several hours, so, simply multiply 3600 by the number of hours that you want the test to run.

When that test terminates, select the bottom data block.  Select the data using your mouse, scrolling down to select all of that data, and then use Ctrl c to copy the data.  Paste that data into a post, using Ctrl v or right click .... Paste.

If for some reason you have the modem running in its default Gateway mode, with a router behind it, then the first hop is the router, the second hop is the modem, and the third hop is the CMTS.  Ping the third hop in this case.

2. If you log into your modem, and navigate to Gateway > Connection > Rogers Network, you will see three tables at the bottom of the page, Downstream and Upstream signal levels and the Error Codewords.  Copy each of those tables and paste them into a post.  To do that, place your curser in front of the "Downstream" term for the first table.  Hold down the shift key and scroll down and to the right until the curser sits just after the last character in the bottom right hand cell of the bottom row.  Release the shift key, and with the data still selected, right click .... Copy.  In a new post, right click .... Paste.  That should paste in the table as it appears in the modem's user interface. Do the same procedure for the Upstream data and the CM Error Codewords.

Here's an example from tonight:

https://communityforums.rogers.com/t5/Internet/Help-with-MoCA-setup-understanding/m-p/531176/highlig...

Ok. With the packet loss data and signal levels, that should hopefully show what's up.

As I indicated above, keep chasing Tech Support to provide the tech support that you need.

[vasuman]

How do I even reach out to tech support directly?

[Datalink]

@vasuman here's the contact page for Technical Support:  

https://www.rogers.com/contact/technical-support/internet

When you call in, there's a menu option list that you will hear, at which time you can select technical support.