Very Bad Packet Loss While Gaming

[robertoerc]

Hello,

I'm a new customer of Rogers (Ignite 1.5) and I'm already experiencing terrible packet loss while gaming. Tried both hard-wired and wifi and had the exact same issue. Previously with Bell and Fiberstream before and would love to have avoided Rogers, but that's the only option available at my new condo.

Would love to get some help from the helpful staff I've seen at this forum. @RogersCorey 

TIA

***Edited Labels***

[RogersJermaine]

Hey @robertoerc,

Welcome to the Rogers Community Forums, and thank you for your first post.

You have certainly reached the right place to further assist you with this issue you are experiencing. We have a lot of passionate gamers here and understand how any lag issues can hinder the experience.

If you are able to go through our troubleshooting guide here and post the results so that we can further analyze the data provided, thank you.

I look forward to your reply.

RogersJermaine

[robertoerc]

Hi @RogersJermaine . Thanks for your reply.

Here are the results:

Ping Test:

Pinging www.google.com [2607:f8b0:400b:804::2004] with 32 bytes of data:

Ping statistics for 2607:f8b0:400b:804::2004:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 521ms, Average = 161ms

Traceroute

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

1 33 ms 5 ms 4 ms 2607:fea8:11a3:1400:5e7d:7dff:febc:7ec3
2 15 ms 24 ms 15 ms 2607:f798:804:e8::1
3 20 ms 11 ms 13 ms 2607:f798:10:1c67:0:661:8509:1049
4 26 ms 14 ms 19 ms 2607:f798:10:58:0:690:6324:8181
5 16 ms 22 ms 18 ms 2607:f798:10:35a:0:2091:4823:5214
6 9 ms 11 ms 24 ms 2607:f798:14:83::2
7 27 ms 19 ms 13 ms 2001:4860::1c:4000:e8cb
8 15 ms 23 ms 14 ms 2001:4860:0:1::5c81
9 31 ms 16 ms 17 ms yyz10s20-in-x04.1e100.net [2607:f8b0:400b:804::2004]

My connection is completely unplayable, I'm constantly getting "packet burst" (call of duty) at every 2 to 3 seconds, making it impossible to even move around the map... 

I look forward to solving this as quickly as possible. Thank you

[RogersCorey]

Good morning @robertoerc!

The test you've provided doesn't show any packet loss but your ping times are higher than I'd like.

I'd like to troubleshoot further and run some tests of my own. 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[robertoerc]

Good Morning Corey. From what I can see, I believe that this ping spiking is causing what the game is referring to as "packet loss". I really hope that there is a solution to this. I've used Fiberstream and Bell in the past and have never seen anything like this. In your experience, what is the fix? 

I have sent a PM to CommunityHelps and I really hope that we can find a solution asap.

Thanks

[RogersCorey]

Ping spikes and packet loss are two entirely different symptoms. They can be related but one can exist without the other and the test you sent above show's no packet loss at this time.

I'll be responding to you in private momentarily.

Regards,

RogersCorey