@ottawaalan wrote:
I am located in the Central Park neighbourhood of Nepean (Ottawa). I have been experiencing severe latency issues for weeks now. Had my modem swapped by a technician on a site visit but the problem persists. I can't pull up the simplest of web pages without waiting 30 seconds for the content to appear if it doesn't time out entirely. Ignite TV services won't stream without buffering. I've placed several calls into Rogers Support and through the Rogers Anna chat and I'm constantly told that the problem is on my end, which is impossible when I have a direct line from my roadside cable box to my modem (i.e. no demarcation point). A Rogers tech did that in 2024 to address similar complaints.
Traceroute to 8.8.8.8 takes 55 seconds to complete:
Based on what you posted, you are not experiencing severe latency, at least not as far as cable Internet goes. There are a number of reasons why your connection times could be slow (Partially broken IPv6 connectivity? Slow fallback to IPv4? Some other problem with your system?) but your traceroute looks normal. If the problem is due to a networking issue or some other glitch on Rogers' side, most of the time you can resolve it by rebooting your cable modem/gateway.
The traceroute also may have taken 55 seconds to complete but the bulk of that was due to timeouts because one or more routers on the network path did not send any response to the traceroute probes.
C:\Users\ottaw>time
The current time is: 8:53:05.19
Enter the new time:C:\Users\ottaw>tracert 8.8.8.8
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:1 6 ms 3 ms 3 ms 10.0.0.1
2 14 ms 16 ms 14 ms pool-174-112-68-1.cpe.net.cable.rogers.com [174.112.68.1]
3 25 ms 18 ms 14 ms 66.185.91.173
4 17 ms 56 ms 40 ms 209.148.236.169
5 18 ms 18 ms 18 ms 209.148.233.130
6 * * * Request timed out.
7 21 ms 18 ms 17 ms 192.178.86.251
8 22 ms 22 ms 18 ms 172.253.77.243
9 27 ms * 17 ms dns.google [8.8.8.8]Trace complete.
C:\Users\ottaw>time
The current time is: 8:54:00.02
Enter the new time:C:\Users\ottaw>
Actually, your latency is better than mine. I'm guessing that you have cable Internet, not FTTH, and if that is the case, it's taking you less than 20ms to cross the DOCSIS portion of the network and reach the 2nd hop, which is actually great. Your round-trip-time to 8.8.8.8 is also in the 17-27ms range, which is also pretty good.
I cannot work from home under these conditions. If this isn't resolved I'll have no choice but to move to Bell.
Is anyone else having these same issues? Ignite internet is not cheap!
For me, my responses from hop #2 are in the 20-32ms, range and my ping RTTs to 8.8.8.8 are typically in the 20-37ms range. Your performance is typical for cable Internet and better than by stats.
On the other hand, everything else works fine and web pages (for me) load very quickly.
Another thing that you can do is log into your Xfinity Gateway , go to "Gateway > Connection > Rogers Network", scroll to the bottom of your page, and check the Uncorretable Codewords stats at the bottom of the page. Uncorrectables should be zero (or close to zero) across the board. If you are seeing high error counts that keep increasing, that's indicative of a problem -- that's packet loss, and that can degrade your network performance to varying degrees depending on the severity.
You can also perform the troubleshooting steps for a slow/intermittent connection: https://communityforums.rogers.com/t5/Internet/Troubleshooting-a-Slow-or-Intermittent-Connection-Wir...
If all that checks out, the problem actually could be on your end.
-
59 views
-
0 Likes
-
-
