[HSI] Tech help please... in Charter HSI/CATV http://www.dslreports.com/forum/r19778986 en Mon, 01 Dec 2008 21:15:34 EDT Mon, 01 Dec 2008 21:15:34 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19972326 houkouonchi : If your normal latency to your first-second hop on charter is 10ms and its 70-80ms while maxing out 10 meg (during the AM with a download accelerator opening 10 or so connections by downloading a large file) and then in the evenings your ping is still normal to the 2nd/third hop (like 10 ms) and you start a download again (10 connections with a download accelerator to saturate the connection) and you get slow speeds but latency is now in the 300-400ms when downloading then its probably a saturated node. That is exactly the problem I had in the past until it was randomly fixed by charter.
--
Chugging along on 3x 6016/768k DSL Extreme DSL lines and one 3008/512 ATT DSL DIrect line for a combined total of just over 18 meg download and 2350 up. yay!]]> http://www.dslreports.com/forum/remark,19972326 Sun, 10 Feb 2008 23:48:54 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19972223 Gerdofal : The age old question: How many phone calls does it take to get to a helpful tech?

The answer? 8

Tonight I finally got in touch with a helpful technician. This woman, who seems to have been in the US somewhere, actually tried to be helpful. Unfortunately, she didn't have access to the information I needed, but said she could call dispatch had they been open. She suggested I try calling back tomorrow.

Of course, I ask if there is a way to try to get in touch with her or someone at her office again and the answer is no. She says it's pretty much just luck of the draw. :(

So... a little math here. At 5 minutes per unsuccessful attempt, it will take me about 45 minutes to get to a rep (if it takes 8 calls again). And then, after that time, all I'll get is a chance to find out if one of the two work orders put in for my account has been acted upon.

Sigh.

But at least there are some good techs. Just wish there was a way to reach them more often.

So my thanks to her... and the rest of you good ones out there.]]> http://www.dslreports.com/forum/remark,19972223 Sun, 10 Feb 2008 23:29:01 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19961836 Gerdofal : My new all time low:

]]> http://www.dslreports.com/forum/remark,19961836 Sat, 09 Feb 2008 01:44:32 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19960272 Gerdofal : Okay... an update... no call from anyone (it's been 2 weeks now... the time he gave for a call).

My attempts to contact the local office have met with absolute failure. Their phone number does not give the option to speak with a person and I don't have an extension or a name for this "dispatcher" who should be calling me.

Support online was not helpful. They don't have the information either.

So am I stuck with going to the office then? Any tips on who I should ask to see when I get there?

Thanks!]]> http://www.dslreports.com/forum/remark,19960272 Fri, 08 Feb 2008 20:11:22 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19892611 useless : Hopefully he used his meter....

And it is very hard to get an update unless you got his cell. ]]> http://www.dslreports.com/forum/remark,19892611 Mon, 28 Jan 2008 21:44:50 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19887830 Gerdofal : And just so we're clear... it again works perfectly in the morning:



Gerdofal :(]]> http://www.dslreports.com/forum/remark,19887830 Mon, 28 Jan 2008 09:05:42 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19887789 Gerdofal : Yeah. Had a tech come by... he stayed for about 60 seconds and said that he'd have to turn a report in to maintenance. That they should look at it Monday or Tuesday, but that fixing it may require they run cables ot something so they'd need to get permits from the city.

Unfortunately, the big problem from a customer point of view, is that he told me there is no way for me to get an update on the status of this request. He said he'd try to have the dispatcher call me in a couple of weeks to give me an update!!! Two weeks of this?

Sigh

Any tips anyone?]]> http://www.dslreports.com/forum/remark,19887789 Mon, 28 Jan 2008 08:56:58 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19887752 useless : Yea you def got a problem out there, I dont see any congestion ... May want to have a TC set up to show someone local. Or ask at the local office. I dont know any techs there. ]]> http://www.dslreports.com/forum/remark,19887752 Mon, 28 Jan 2008 08:46:47 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19886828 Gerdofal : Just an update... I had a new all-time low tonight:

506 Down (Yes, that's 1/20 of the speed I should get!)
991 up

]]> http://www.dslreports.com/forum/remark,19886828 Mon, 28 Jan 2008 00:24:06 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19875110 Gerdofal : Thanks for the offer Charter_Tech... but I'll have to wait for a non-anonymous poster.]]> http://www.dslreports.com/forum/remark,19875110 Fri, 25 Jan 2008 19:04:41 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19873390 anon : Email me your MAC address on the modem and I will check it out.]]> http://www.dslreports.com/forum/remark,19873390 Fri, 25 Jan 2008 14:42:26 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870519 Gerdofal : Sleep well... thanks!]]> http://www.dslreports.com/forum/remark,19870519 Fri, 25 Jan 2008 01:33:45 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870517 Gerdofal : Found the IP for the charter speedtester... here is the tracert:

Tracing route to sp1stptwi.stpt.wi.charter.com [66.190.0.111]
over a maximum of 30 hops:

1 29 ms 41 ms 31 ms 10.224.48.1
2 29 ms 29 ms 30 ms 66-215-0-113.static.lsan.ca.charter.com [66.215.0.113]
3 28 ms 34 ms 46 ms 66-215-0-150.static.lsan.ca.charter.com [66.215.0.150]
4 38 ms 31 ms 33 ms los-edge-01.inet.qwest.net [208.46.190.193]
5 33 ms 46 ms 32 ms los-core-01.inet.qwest.net [205.171.32.33]
6 32 ms 59 ms 33 ms lap-brdr-02.inet.qwest.net [205.171.32.2]
7 32 ms 34 ms 30 ms 192.205.35.49
8 85 ms 98 ms 86 ms tbr2.la2ca.ip.att.net [12.122.86.58]
9 86 ms 92 ms 84 ms tbr2.sl9mo.ip.att.net [12.122.10.13]
10 89 ms 90 ms 83 ms cr2.sl9mo.ip.att.net [12.122.18.69]
11 84 ms 117 ms 106 ms cr2.cgcil.ip.att.net [12.122.2.21]
12 83 ms 85 ms 85 ms tbr2.cgcil.ip.att.net [12.122.17.222]
13 84 ms 105 ms 95 ms 12.122.99.73
14 97 ms 89 ms 94 ms 12.86.31.98
15 * * * Request timed out.
16 * * * Request timed out.]]> http://www.dslreports.com/forum/remark,19870517 Fri, 25 Jan 2008 01:33:00 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870514 useless : trace nytimes, yahoo, and google. those usually cover it.

im not completely familiar with all routes off the network there, requires more work.

have to sleep now though.]]> http://www.dslreports.com/forum/remark,19870514 Fri, 25 Jan 2008 01:29:45 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870495 Gerdofal : Happy to give you a tracert if I could get an IP of either test site. I can't imagine either is the same as the IP of the website?

And do you think this tech call will help any?

Thanks!]]> http://www.dslreports.com/forum/remark,19870495 Fri, 25 Jan 2008 01:24:19 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870489 useless : Also ruled out crap like the type of modem, etc.]]> http://www.dslreports.com/forum/remark,19870489 Fri, 25 Jan 2008 01:22:13 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870484 useless : I saw it in action thx.

Naturally its not an easy one. give me a bit to research, will be tomorrow.

Ruled out signal, node saturation, CMTS saturation.

a trace to that test site would be sweet.]]> http://www.dslreports.com/forum/remark,19870484 Fri, 25 Jan 2008 01:20:33 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870478 Gerdofal : And two more:

running 10s outbound test (client to server) . . . . . 858.52Kb/s
running 10s inbound test (server to client) . . . . . . 532.50kb/s

]]> http://www.dslreports.com/forum/remark,19870478 Fri, 25 Jan 2008 01:19:00 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870472 Gerdofal : Just did two:



running 10s outbound test (client to server) . . . . . 861.02Kb/s
running 10s inbound test (server to client) . . . . . . 495.12kb/s

I can do another for you ...just a sec]]> http://www.dslreports.com/forum/remark,19870472 Fri, 25 Jan 2008 01:17:06 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870471 useless : crap i missed the dl portion do another please.]]> http://www.dslreports.com/forum/remark,19870471 Fri, 25 Jan 2008 01:16:10 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870466 useless : run a speed test please, ill check it continously for a minute or 3 to see what its passing]]> http://www.dslreports.com/forum/remark,19870466 Fri, 25 Jan 2008 01:13:18 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870462 Gerdofal : I'll stick around a while :)]]> http://www.dslreports.com/forum/remark,19870462 Fri, 25 Jan 2008 01:11:33 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870460 Gerdofal : Update:

Just got off the phone with a tech. He says they will send a tech out this Saturday to boost my signals at the tap.

I asked if that was the right thing to do if its perfect in the AM and slow in the PM and always has great signals and no dropped packets. He seemed to think so.

Gerdofal]]> http://www.dslreports.com/forum/remark,19870460 Fri, 25 Jan 2008 01:10:54 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870455 useless : Hey stick around for a minute here.]]> http://www.dslreports.com/forum/remark,19870455 Fri, 25 Jan 2008 01:09:32 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870446 Gerdofal : Will do :)

Fun fun fun... here are my current scores:

running 10s outbound test (client to server) . . . . . 858.52Kb/s
running 10s inbound test (server to client) . . . . . . 445.02kb/s

(Yes, upstream is twice down :) )]]> http://www.dslreports.com/forum/remark,19870446 Fri, 25 Jan 2008 01:06:17 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870364 useless : Thanks for reading the helper thing and answering the questions.

I have some ideas, please send me the mac address. I can address the comment of budone, who normally has very high quality feedback.]]> http://www.dslreports.com/forum/remark,19870364 Fri, 25 Jan 2008 00:46:50 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19870267 Gerdofal : I've used the charter site. Speeds are comparable. I use this site because they log all the results. (and also because Charter used to use such a small test file the results weren't worth while.)

If you like, here are the Charter results (And yes, inbound is actually lower than outbound)

running 10s outbound test (client to server) . . . . . 854.50Kb/s
running 10s inbound test (server to client) . . . . . . 733.54kb/s

All TCP connections are the same, morning and night. There are no UDP connections. Nor is there any network traffic to speak of. Turning the firewall and virus scan off has absolutely no impact on the tests at any time.

Any other ideas?

Gerdofal]]> http://www.dslreports.com/forum/remark,19870267 Fri, 25 Jan 2008 00:28:38 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19869980 gryphon_73 : The first thing you need to make sure you do when you are running these speed tests is to use the charter speed test site..... speeedtest.charter.com, otherwise you will not get the correct results....try that site and then post the findings...also 3rd party software could play a part in this..try running a netstat -a from your command line and count the number of UDP and TCP connections you get in the morning, and then the number at night to see if there are more in the evening.....also, what brand of virus protection are you using??]]> http://www.dslreports.com/forum/remark,19869980 Thu, 24 Jan 2008 23:33:42 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19786439 Gerdofal : For those interested, here are my test results:

»/testhistory/982971/5cf78]]> http://www.dslreports.com/forum/remark,19786439 Sat, 12 Jan 2008 10:34:06 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19783888 Gerdofal : Thanks, on its way.]]> http://www.dslreports.com/forum/remark,19783888 Fri, 11 Jan 2008 20:10:54 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19783700 CBN Tech : PM me your MAC address if u want and I can maybe take a look for
--
CBN TECH]]> http://www.dslreports.com/forum/remark,19783700 Fri, 11 Jan 2008 19:34:21 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19781523 Gerdofal :
said by budone See Profile :

It 'Ought' to be, but it isnt. It is rather common.
Well, in that case, my hope is there is some technical problem or old piece of equipment in some box somewhere. Them fixing that might make it operate as it should.

Funny thing is, I was just three blocks away before my move and never had trouble.]]> http://www.dslreports.com/forum/remark,19781523 Fri, 11 Jan 2008 13:53:53 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19781305 budone :
said by Gerdofal See Profile :

That was my thought at first... but they should have plenty of available bandwidth overall these days... that kind of problem really ought to be a thing of the past.
It 'Ought' to be, but it isnt. It is rather common. ]]> http://www.dslreports.com/forum/remark,19781305 Fri, 11 Jan 2008 13:21:18 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19780922 Gerdofal : ... that's why I was thinking this may be an equipment problem... something that is broken or really old that isn't parsing out bandwidth properly.]]> http://www.dslreports.com/forum/remark,19780922 Fri, 11 Jan 2008 12:14:20 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19780769 Gerdofal : That was my thought at first... but they should have plenty of available bandwidth overall these days... that kind of problem really ought to be a thing of the past.]]> http://www.dslreports.com/forum/remark,19780769 Fri, 11 Jan 2008 11:49:03 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19780742 budone : I simply suspect you are on a node that is over sold. It is fine during the day due to others being at work. Then in the evening everyone and their brother are online downloading their bit torrent files and hosing the line up. ]]> http://www.dslreports.com/forum/remark,19780742 Fri, 11 Jan 2008 11:45:31 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19780362 Gerdofal : To any tech out there... I was able to get the ticket number for this maintenance request, but couldn't get any details (like did maintenance come out yet or not.)

The ticket # is 99543 (I think the tech said it was a TAM ticket?)

Thanks!]]> http://www.dslreports.com/forum/remark,19780362 Fri, 11 Jan 2008 10:36:25 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19780306 Gerdofal : Thanks for asking. I've tested using about 4 different speed test sites as well as actually downloading large files. During the downloads I've tested by trying to get large files from known fast providers as well as downloading files from multiple providers at once and just looking at my bandwidth meter.

In all cases, the results are close matches.

Thanks]]> http://www.dslreports.com/forum/remark,19780306 Fri, 11 Jan 2008 10:25:00 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19780281 sudogreg : are you using a speedtest site to test, or a real life test? if speed test site are you using a few different ones to see that its not the site? (just trying to help until a real tech finds this thread.)]]> http://www.dslreports.com/forum/remark,19780281 Fri, 11 Jan 2008 10:20:37 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19780024 Gerdofal : One other thing I should mention... I keep meaning to say then it keeps slipping my mind because it's not a problem.

My upstream is always okay... only the downstream slows.

Thanks!]]> http://www.dslreports.com/forum/remark,19780024 Fri, 11 Jan 2008 09:25:07 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19779995 Gerdofal : My ZIP code might help any local techs... 91106. My closest cross street is Chester and Green. (Right near PCC, south of Colorado.)]]> http://www.dslreports.com/forum/remark,19779995 Fri, 11 Jan 2008 09:15:35 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19779961 Gerdofal : I didn't mention most of the questions in that FAQ because they have been hammered relentlessly by myself and the techs... no problems. But if it makes you feel better:

•Have you called Charter support at 1-888-GET-CHARTER (438-2427)? Yep... no help at all. The tech I had just couldn't understand English mostly.

•The hardware -- What make and model of equipment are you using? Have you power cycled your equipment? If you're having connectivity issues and there is a hub, router, or switch in place, does the problem remain if you bypass any of these devices and connect your cable modem directly to your PC's NIC? No router, power cycled multiple times, last tech put a completely new modem in. Nothing here changed the problems reported at all.

•Have you made any changes to your hardware configuration recently? If so, please describe. As I said above, I moved recently. The problems are all at the new address.

•Have you performed a:

•traceroute? Yes, no latency at any time, even when speed tests show less than 1 Mb/s
•modified tracert (if tracert does not work)?
•line quality test? Yes. 0% loss at all times, low latency. Latency is never the problem.
•tweak test? Yes, no changes needed.
•speed test? Yes, speeds are the problem. Good in morning, bad in afternoon and evening. See above.
•checked your signal levels? Perfect, with both modems, see above.

•Your software. Are you running a firewall or intrusion detection software and if so, what is it?

Yes, Windows Live OneCare... problem exists when active and deactivated. State of firewall has no impact on speed tests.

•Viruses. What, if any, anti-virus software are you running and is it up to date?

Same as above, and yes. No viruses at all. Also, this wouldn't have an impact on the problem having to do with time of day.

•Spy-ware. What, if any, antispyware software are you running and is it up to date?

Same as above, and yes. No spyware at all. Also, this wouldn't have an impact on the problem having to do with time of day.

•In what City and State are you located?

Pasadena, CA

•In your opinion, what is the connectivity problem? (speed issue, loss of sync, dropped packets, other)

Speed, specifically some problem in the cable system not proving enough bandwidth at some times of the day. Maybe due to old technology in some part of the neighborhood which is causing poor bandwidth sharing.

•Provide any other information that you think will help others help you.

That's just about everything. ]]> http://www.dslreports.com/forum/remark,19779961 Fri, 11 Jan 2008 09:09:26 EDT Re: [HSI] Tech help please... http://www.dslreports.com/forum/remark,19779135 psafux : »Charter Pipeline Forum FAQ »10 steps to help others help you.]]> http://www.dslreports.com/forum/remark,19779135 Fri, 11 Jan 2008 01:11:18 EDT [HSI] Tech help please... http://www.dslreports.com/forum/remark,19778986 Gerdofal : Greetings,

Techs out there, I could really use some help please. Here is what's happening:

1 - I just moved to a new address. My cable is correctly provisioned at 10 Mb/s.
2 - The cable operates fine in the morning hours, but drops to 1 or 2 Mb/s in the evenings. This happens all the time.

I've had a tech support call or three (all pretty useless). I finally got a real technician to come out. He was very helpful, tried swapping modems (no fix), tried testing all lines in the complex (good signal on all lines). He exhaused all he could do and said he'd have to turn in a maintenance request.

So far, no fix yet. He said I might call CS and ask about a TAM ticket?

Any techs out there have any idea of a cause? This sounds like a problem that cable used to have with laod sharing... is it possible there is very old hardware around here somewhere that isn't sharing the bandwidth well?

I'm in Pasadena, CA.

Thanks!

Gerdofal]]> http://www.dslreports.com/forum/remark,19778986 Fri, 11 Jan 2008 00:32:31 EDT