Recently, I've been getting extremely high ping and jitter at different times in the day. It even happens late in the night (past 1 AM), and I'm not really sure what the problem is.
Thanks in advance.
Sorry to hear about your experiences so far infinite99 . Can you please give us more information/context to the issue? Is this happening during normal browsing or while gaming or both? Happening while on a wireless connection or when wired directly to our modem? Troubleshooting wise, what have you tried so far? Is this happening on every computer/device in your household or only on one?
It's happening during both normal browsing and gaming. It's affecting every device that's connected wireless (i.e. laptop, iPad), but I'm not sure if it's affecting wired devices. I haven't really tried any troubleshooting so far, aside from turning off and on the power supply.
Here's a ping test from just a minute ago:
Here are some more:
Thanks for the additional information. What it may be is something in the background that is uploading/backing up content (eg. Crashplan, Dropbox upload, photos/music syncing inadvertently) on one of your devices/computers, causing potential buffer bloat to your connection. Another possible explanation, since you mentioned tests were done while on a wireless connection, would be wireless interference.
Here are a couple things to try out to see if it improves/trace the root of the issue:
- test on a computer that is directly wired to our modem to see if same issues occur
- to rule out devices/comps that are running background backup programs, try to temporarily turn off all devices in household, and test again only on one device/comp to see if you notice the same issues.
- look in to adjusting the wireless channel of your modem, as wireless interference may play a factor to your internet connection. For more information on how to adjust the wireless channel on the modem, have a look at this Community guide found here How to Change the Wireless Channel on Your Shaw Wireless Modem
I'm having the exact same issue. Pings spiking during Battlefront sessions. Internet connection speeds have been all over the place. This has been going on for a few days now, multiple resets of the modem.
It's very sporadic, so it's quite hard to pin down the cause. However, it's happened late at night when only one device was using the network. Also, I've tried changing the wireless channel (even though I'm on a 5G network), but it didn't help unfortunately. Any other ideas?
I found your account using the email address you registered with and it looks like there is a known issue in the area. If you only noticed this problem over the last couple of days, it's a safe bet that this is what is causing your issues as it looks like it was reported to us very recently. There is a tech looking into it to see if we can get to the root of the problem and have it fixed up as soon as possible. Do you remember when you first noticed this? I don't want to make you do any extra troubleshooting if it might not be necessary.
I think it started happening around the 16th? Not completely sure though.
Thanks! It looks like the initial reports we received were on the 19th, but that's not too unusual. If it's intermittent that can affect the time it takes to notice the problem and report it. The last update was that we had a tech go to run a few tests to see if they can find out what is causing it. So far it hasn't been narrowed down but we're still investigating. So at this point I would say we should maybe give it another day or two to see if it improves, because it does seem that the problems you are having are related. Sorry about that! I'm not in the office on Saturday but if you want I can check in with you on Sunday, or you can just post in here on Saturday to have the moderators who are on shift take another look.
Alright, I'll check back over the weekend.
It doesn't look like the issue I mentioned above is affecting your area, so this might be something totally different. Are you using your own router or just connecting directly to the modem? If you have a router, can we please get you to test a direct wired connection to the modem to see if you're getting the same issues? Thanks!
Just circling back on this. I'm still having to reset my modem multiple times in an evening, multiple times throughout the week.
Apologize for the delay in our response! As you've signed up for Community with a Shaw email account, I was able to take a look at the account from our end. We see that you're currently running in bridge mode for your modem, which most likely means you're using third-party equipment (eg. wireless router/switch/firewall appliance etc.). Can you please let us know if the issues that you're similarly seeing, were happening while on a wireless connection or was it while wired directly to our modem? Troubleshooting wise, what has been tried so far?
Here's a tracert test to google:
Tracing route to www.google.com [126.96.36.199]
over a maximum of 30 hops:
1 9 ms 11 ms 8 ms hitronhub.home [192.168.0.1]
2 * * * Request timed out.
3 15 ms 18 ms 19 ms rc3no-tge0-0-0-10-1.cg.shawcable.net [64.59.132.
4 114 ms 109 ms 109 ms INTEL_CE_LINUX [188.8.131.52]
5 63 ms 79 ms 79 ms INTEL_CE_LINUX [184.108.40.206]
6 115 ms 121 ms 127 ms INTEL_CE_LINUX [220.127.116.11]
7 * 115 ms 118 ms INTEL_CE_LINUX [18.104.22.168]
8 103 ms 118 ms 138 ms INTEL_CE_LINUX [22.214.171.124]
9 131 ms 128 ms 129 ms INTEL_CE_LINUX [126.96.36.199]
10 135 ms 158 ms 139 ms INTEL_CE_LINUX [188.8.131.52]
11 132 ms 128 ms 118 ms INTEL_CE_LINUX [184.108.40.206]
12 133 ms 140 ms 119 ms INTEL_CE_LINUX [220.127.116.11]
13 135 ms 118 ms 119 ms sea15s07-in-f4.1e100.net [18.104.22.168]
Does that help at all in diagnosing the problem...?
The problem is occurring again, unfortunately.
Hey infinite99 !
Ouch, definitely not cool to hear that it it's still happening. Can you let us know what troubleshooting steps you have tried so far to remedy the issue? Did it happen while only one device was connected to the network or while with multiple devices? Problem back on a wireless connection again, or when wired?
Both on wired and wireless, and with multiple devices. Restarting the router helped significantly, but my ping was still higher than what it normally is.
Please help, this is intolerable. Here's a new traceroute to google.
Tracing route to google.com [22.214.171.124]
1 4 ms 5 ms 6 ms hitronhub.home [192.168.0.1]
3 71 ms * 84 ms rc2so-tge0-3-0-0-1.cg.shawcable.net [126.96.36.199
4 98 ms 95 ms 90 ms rc1wt-be82.wa.shawcable.net [188.8.131.52]
5 96 ms * 110 ms INTEL_CE_LINUX [184.108.40.206]
6 109 ms * 93 ms INTEL_CE_LINUX [220.127.116.11]
7 * 103 ms 96 ms INTEL_CE_LINUX [18.104.22.168]
8 * 442 ms 449 ms INTEL_CE_LINUX [22.214.171.124]
9 82 ms 88 ms 88 ms INTEL_CE_LINUX [126.96.36.199]
10 444 ms 443 ms 453 ms INTEL_CE_LINUX [188.8.131.52]
11 444 ms * 435 ms ord31s21-in-f206.1e100.net [184.108.40.206]
I am going to send you a direct message, please check your inbox! We can look into your account and investigate further into this.
Retrieving data ...