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Lanik
Lab-nik
Premium,ExMod 2002-03
join:2001-06-25
Bay Area
 ·DSL EXTREME
| reply to brianh
Re: Hard to contact the correct people on this one
I'm not sure I understand what the issue is exactly.
The way I see there are several router who are refusing packets line test is sending, quite common now days. Also its okay to have a different router from east coast vs west since the line test servers are actually in 2 different locations and your signal takes 2 different paths to get there. Regardless of the fact that your home/work connection is on the same ISP they may not be on the same piece of wire. You can call Level3 if you like, first thing they'll want to know is "Who are you exactly and why aren't you calling your ISP for this?" Unfortunately they aren't your ISP they are you ISPs upstream provider and they don't care if you report the problem to them since they aren't required to fix it. The only hope is to convince your ISP that there is a problem (see above I don't see one) and they are the only ones that can lean on Level3 to fix any problems there might be.
What other tests have you done that indicate there is a problem? Speed tests? Line tests at different times of the day? Traceroutes? What I"m saying is if you want your ISP to listen you need to give them more data which shows this problem you're seeing.
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"If it ain't broke don't fix it." | |
brianh
join:2008-04-05
Kingfisher, OK
·Pioneer Telephone ..
| Mostly speed tests from dslreports and speedtest.net and this line quality test, all performed at many different times during a day and over multiple days to find a trend, and trying to do both DSL lines and a T1 at my place of work that does not go through this ISP all near the same time on these tests for comparison, just to make sure there isn't something obviously wrong with the test sites themselves. The T1 line never seems to have any real noticeable issues with any of the tests that aren't normal to see. It'll report back with close to 1100 down and 1400 up most of the time, you may hit the odd test site that doesn't come back with as high a number but thats to be expected, thats just the nature of the internet. The line quality tests show that it routes back through Verison from both directions, and shows no packetloss at the final destination on the T1 at any time of day.
The DSL lines usually show less than 2% packletloss early in the morning between 8AM and 10AM which is normal, and usally no more than 4% until you start getting past 3PM, which it then starts to climb until it will peak at 15%-20% at the destination around 9PM at night, on both DSL lines, but only on the route that goes through Level 3, which is the main thing that tipped me off that something might be happening there. The main point of intrest is both routes share a common hop, the kgfs.pldi.net location, and this hop only shows packetloss when downstream of the Level 3 hop. If the packetloss were a false reading, which often does seem to happen on a single hop showing packet loss but the next hop showing no problem, then the kgfs.pldi.net location would show no problems from both routes, but thats not the case here.
And trust me, its noticeable while trying to actually use the connections, otherwise I'd have no reason to be looking for a problem. Early mornings, no problems at all, late evening, big problems, anything streaming or requiring low latency is frustrating to try to use late at night but works fine early in the day. So there's defiantly something going on that is influenced by what time of day it is, and my only guess on that is there's less internet traffic early in the morning than there is late at night, and maybe more traffic aggravates the problem.
Its really not that I don't want to go through the ISP to get this cleared up, I'm just not sure if they're getting the information off to the correct people since it has been like this for a while, quite a few months. But, as I figured, getting directly in touch with... who I think might be the problem (can't really prove it other than to say 'this test said so' and give them my word that its not working right) might not really get any better results, which so far has been no results.
And the ISP is trying a few things, they've even replaced my modem and checked their hardware, including their border router and the hardware my connection goes through at their home office, but I'm sure its not within their own network or else they would have fixed it. Their own speedtest site shows perfect speed to the home office every time I try it even when I'm having problems doing anything else out in the internet, so it does appear to be out of their little sphere of control. They're listening, I'm just not sure if they're being persuasive enough to who's up stream to get it fixed. | |
Lanik
Lab-nik
Premium,ExMod 2002-03
join:2001-06-25
Bay Area
·DSL EXTREME
| I see that paints a different picture sounds like they are at their capacity and don't have enough bandwidth to sustain all their customers. Have you tried to escalate your problem to your ISPs management? I'm not sure how far that will get you in a long run but might be worth a shot. Any alternative broadband options which you can use as leverage to get your point across?
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"If it ain't broke don't fix it." | |
brianh
join:2008-04-05
Kingfisher, OK
·Pioneer Telephone ..
| We're still giving it a little time before contacting the management at this ISP. My boss who's I.S. manager where I work does know the company president of the ISP and said if needed he'll try to get me in touch. I just don't want to jump them too hard yet because they have been trying to get some activity on it this last week, I'm just exploring possibilities to prod it along a bit since its been dragging for so long. At least, the last I heard they had "submitted it to tier 2" and they tried something and asked me to run more tests to see if it was any better, but it seems whatever they tried had no effect. That was a couple days ago and I've yet to hear anything new on it.
And they are the only option in the area for broadband, for home anyway. A T1 line direct from Verison is businesses only.. and way too expensive even if it were possible.
Thanks for the chat, gives me some things to think on. But mainly looks like I'll need to cross my fingers and just keep on them about it and hope for the best for now. | |
Lanik
Lab-nik
Premium,ExMod 2002-03
join:2001-06-25
Bay Area
·DSL EXTREME
| said by brianh  :Thanks for the chat ... Sure you're welcome, good luck. 
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"If it ain't broke don't fix it." | |
Yuengling
Premium
join:2003-02-16
Sharon, PA
 ·RoadRunner Cable
| reply to brianh
said by brianh : At least, the last I heard they had "submitted it to tier 2" and they tried something and asked me to run more tests to see if it was any better, but it seems whatever they tried had no effect. That was a couple days ago and I've yet to hear anything new on it. Hey brian, I don't want to discourage you from taking your problem up the ladder but I will tell you from my own personal experience with a very similiar problem but different ISP, I got nothing. In fact, I ended up switching ISP because I got nothing.
I went through this whole deal with my old ISP, Verizon, maybe your ISP will be better. I heard the same load of crap from them, they were sending the problem up to Tier 2 support, then up to he next level. I finally got a Tech out here and I showed him my Line quality test. He acknowledged that the problem was with a bad router but nothing ever became of it, and to this day, 6 months after switching ISPs, that router is still showing up on the Lossy Router Watch report here.
The tech who hooked up my cable (RoadRunner NEO) told me that ISPs are very reluctant to fix/replace bad routers because of the cost ($$$$$$$$$), especially when the router isn't their property like in your case. You could try calling Level 3, but I don't think you will get far. Good luck!!! | |
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