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@JohnGM wrote:
@RogersJo & @-G- The tech that came last week was super nice and helpful, but unfortunately the issue persists. He said my signal from modem was low, and he added what looks like a little adaptor in the back of the modem where the cable connects. But almost like clockwork, evening hours of what might be considered "peak" time the problem becomes very noticeable. So i called again last night and the agent on the phone noticed the issue i was having, said the neighborhood area was fine, but my signal from modem to all my my devices in the home was low. Tried a couple things that did not resolve the matter, and scheduled a more senior tech to come over later this week ( thursday Nov 30th ).
Poor signal levels usually result in a slow, unstable or intermittent connection. When line conditions are marginal or when there is excessive noise on the network, you will experience packet loss. When things get really bad, your modem will not be able to maintain a stable connection to the Rogers network.
Log into your modem and go to "Gateway > Connection > Rogers Network" to check your network stats. Scroll to the bottom of the page. If you are not seeing a ton of uncorrectable codewords error, your signal levels are probably okay.
Is this low signal even the issue? Sure the signal might be low, but then why do i only experience high ping/latency during "peak" times? For example, yesterday no noticeable issues from 8am-noon, tried again at 6pm last night and it was terrible ping & latency while gaming (upload and download speeds were fine). The TV was also jittery last night. Tried again this morning for about an hour and i notice no issues. I guess will see what happens after next tech visit?
Latency really has nothing to do with signal levels. It is typically caused by excessive network load, which causes network traffic to back up. This, in turn, introduces delay and if network buffers overflow, you will get packet loss.
Latency can also be caused by misconfigured, malfunctioning, or under-powered network infrastructure. I have occasionally seen weird cases where the Rogers network (usually the CMTS/router) "seizes up" and stops forwarding network traffic for hundreds of milliseconds or even several seconds at a time. Not lately, but it has happened.
The big problem is that when I ping a well-connected network host, almost ALL of the round trip time is consumed on the DOCSIS portion of the network.
--- 8.8.8.8 ping statistics ---
10 packets transmitted, 10 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 19.712/26.550/33.704/4.573 ms
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets
1 10.0.0.1 (10.0.0.1) 1.532 ms 1.830 ms 1.568 ms
2 [redacted] 18.892 ms 30.013 ms 24.573 ms
3 24.156.137.133 (24.156.137.133) 21.533 ms 18.107 ms 19.766 ms
4 3033-cgw01.bloor.rmgt.net.rogers.com (209.148.232.77) 19.844 ms 19.682 ms 19.011 ms
5 * 209.148.235.210 (209.148.235.210) 32.623 ms 18.517 ms
6 * 72.14.216.54 (72.14.216.54) 26.401 ms 19.311 ms
7 74.125.244.161 (74.125.244.161) 17.376 ms
108.170.250.225 (108.170.250.225) 21.227 ms
74.125.244.161 (74.125.244.161) 18.582 ms
8 216.239.35.233 (216.239.35.233) 20.519 ms
216.239.35.235 (216.239.35.235) 20.530 ms
216.239.41.175 (216.239.41.175) 19.508 ms
9 dns.google (8.8.8.8) 19.306 ms 18.497 ms 19.084 ms
As you can see, I get virtually the same RTT to the Google server that I get from the CMTS router on the second hop.
During peak times, if the network is over capacity, performance can degrade significantly. Latency will spike and you will also suffer from jitter, where the network performance becomes erratic and unpredictable.
If the DOCSIS network does not perform well, increasing the speed of your network connection can exacerbate problems and make your network actually feel slower. That's because you are increasing network bandwidth but it does nothing whatsoever to reduce latency; you are just able to put more traffic, faster, on an already poor-performing network.
If your in-home network is not performing well, that is (obviously) a problem that you need to fix first.
If your in-home network is performing well, then the problem of high latency and jitter is a network engineering and network capacity problem that Rogers needs to deal with. There is nothing that you can do to fix it. Rogers can tell you that the problem with be fixed with HFC infrastructure upgrades. However, when Rogers migrated my neighbourhood to a DAA/R-PHY node, performance actually degraded. My signal levels improved dramatically and I have almost no packet loss... but latency and jitter is worse now than it was before, and my node is not severely overloaded.
As an end-customer, there is nothing that you can do, no money that you can spend on equipment, to fix high latency.
@JohnGM - Thank you for providing us with an update from the technician. You can definitely reply to this thread if you have any ongoing issues.
@Mega31 - We appreciate you providing us with your test results. There does appear to be some high ping on the second hop in your first traceroute. We'd like to take a closer look at this and run some tests on our end. Please send a private message to @CommunityHelps so we can gather your info and get started. Not familiar with our private messaging system? No worries, click here.
We look forward to hearing from you.
RogersTony
Here is an example below of what happens to my internet ping in the evening, ~9:45pm last night. It was like this all night! Impacted live TV significantly (Raptors game), and online gaming was impossible! Fine this morning of course
I just noticed a note from Rogers in my online account that my monthly discount for Ignite bundle is ending this month, bill increasing by $15. Can't even enjoy my services when I want to :(. What am I paying for? This is an urgent matter that must be addressed asap. I should not even have to notify Rogers of this issue because the service is degraded to such an extent that their own systems should monitor and expedite a solution.
Hello @JohnGM ,
We're sorry to hear that your issue has yet to be resolved. Are you able to share more details about the latest findings by our technical support staff and field agents?
We are also happy to take another look at our end as well, to see if we can help. We can also review any promotional offers that may be available for you, too. Feel free to send us a PM @CommunityHelps to get started.
Kind regards,
RogersYasmine
- last edited on by
RogersMaude
In these 2 screenshots. I reset my Rogers XB7 modem, and connected to the game with a good 24ms. However in the middle of the game I literally disconnected for 10 seconds, just for the game to throw me back into the server with 37ms. On the next game I played, I had a constant 50ms.
Good day @Bdor,
Thanks for your post! Experiencing technical issues while gaming can certainly be frustrating.
In order to further assist you in troubleshooting the problems you're facing, please follow the steps outlined in this article: Troubleshooting Latency.
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 us know how often the latency becomes visible as this will be helpful when attempting to replicate. Kindly post your ping test results, as well as your traceroute, so we can help you resolve the problem!
RogersMaude
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