albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
Re: 3 Years of Upload Dropping - Severe Packet Loss
UPDATE:
Email to my Comcast Exec. Support Rep's Yesterday:
OK.
It's been a while since I have contacted Comcast about my problem, but that is mostly because the past few weeks, I have been so busy, I honestly have not been using the computer at home all that much.
BUT... this past week, and weekend, the connectivity was AWFUL. I was trying to upload a 100mb file via FTP to my server, and it was so frustrating that I eventually had to the break the file up into 10mb pieces, because the time it took to upload 100mb in one shot, was too long for my connection to stay solid, and the transfer would start all over again. By the time all was said and done, it took me almost 2 hours to upload 100mb. That is insane.
Furthermore, yesterday I was trying to download an 80mb ZIP file, from a reputable server. The transfer would start up, hovering around 300-400, which is probably a function of the site I was downloading from. (the overall speed here is not the issue anyway, it's the connectivity.) Anyway, this file, the transfer would keep dropping to zero... hang for a few minutes, then shoot back up... then back to zero... all in all, took 35 minutes to download an 80mb file... over my Cable-tier, that is entirely unacceptable. Like I said, this is NOT about SPEED though, and everything about connectivity QUALITY/STABILITY.
Like I said, I have been very busy the last few weeks, and the issues with my Comcast line have been the least of MY problems, but I fully expect for Comcast to still be working to resolve the issue. i don't know what else I can do to have this problem resolved. I do not think I am asking for too much, by expecting my service to work properly. Is this a cost issue? I have a sneaking feeling (only because a Comcast Tech TOLD me this verbatim) that if my problem is a hardware/wiring problem that will potentially cost tens of thousands of dollars to track-down/fix, then I will never see a solid fix, only band-aid solutions to keep me at bay, because Comcast will never see the return on their investment to fix the problem, with only a handful of potential customers affected by the problem.
Please let me know where this ticket stands, as my last contact via phone with Exec. Support, I clearly instructed to leave my service ticket OPEN.
I look forward to hearing from you, either via email or phone.
Responded to by one of the Comcast Rep's:
We do no want you fighting, we need to work together to figure this out. Right now I am showing the trouble at the last hop into your modem, yet signals look good. I ran a traceroute and I could see the trouble at the last hop ( to the modem). I actually did multiple and saw the same result. Based on this I did a reset of the modem to see if it improved performance. I then followed with 2 more traceroutes. These were both normal. I actually did more that these 2 and they too were normal. These results indicate to me that the modem should be replaced. I am sure that was already done, so I will also let the experts chime in.
Followed-Up Again Today via Email:
While anything is possible, I would be very surprised if the modem needed to be replaced.
WHY?
First: Because if the modem is the problem, then it's a singular problem, at a singular residence. I do not have this situation, as explained previously (which Frank, you may or may not have been included on) the problem exists for me, as well as my neighbors. So, unless all of my neighbors happen to have faulty modems........
Second: This problem has existed for the better part of 3+ years. Extending back to when I still had Comcast Digital Cable for television, during which I had a hellish time dealing with OnDemand menus and the guide, due to upload issues, as well as degraded picture quality. This has nothing to do with my modem. Also, in the last 3 years, my modem has been replaced, from a personally-owned modem (RCA Surfboard) to a Motorola Comcast-leased modem.
Maurice is probably more familiar with my problem than anyone, as I have had more phone contact with him. I'd appreciate his input on the issue, and where we stand as far as what's been done recently to achieve a resolution.
I do appreciate your help gentleman, and while I understand that my problem is in no way any your INDIVIDUAL's fault or doing, so don't mistake my disdain as being a personal attack on any of you, it's just immensely frustrating to be in the position I am in right now, with no apparent hope for the future, AND no reasonable broadband alternative to Comcast at my residence.... I am starting to think that Verizon will roll out FiOS hardware in my neighborhood long before Comcast can/will bring an ultimate, acceptable resolution to this problem. As each day passes with my current service situation, I start hoping for that outcome a little more and more.
Now... let's see what we can do to get this fixed.
Now, I guess I wait for a response, or a phone call...... *sigh*
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
|
beerbum
Premium
join:2000-05-06
Reading, PA
clubs: | I wonder.. during all of this, if anyone looked at the node headend communications..
that this effects HSI and regular video is the clue..
my bet is all of the data sent from the node is not being received at the headend.. |
|
EG
The wings of love
Premium
join:2006-11-18
Union, NJ
1 edit | said by beerbum  :I wonder.. during all of this, if anyone looked at the node headend communications.. that this effects HSI and regular video is the clue.. my bet is all of the data sent from the node is not being received at the headend.. If that is indeed the case, I wonder why all sorts of alarms wouldn't be going off at the NOC..
--
Let us never forget 9/11..... |
|
beerbum
Premium
join:2000-05-06
Reading, PA
clubs: | if it's an intermittent problem.. recoverable errors, enough to annoy/interrupt service but not enough to set off alarms.. |
|
EG
The wings of love
Premium
join:2006-11-18
Union, NJ
2 edits | Well maybe a more powerful and credible system should be employed ?
It's already too late for excuses when subscribers get pissed off and cancel their subscriptions..
--
Let us never forget 9/11..... |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
OK.
After I sent another rather frustrated email, I was finally contacted again via phone by an Exec. Support agent.
She set up another tech to come out to the house to investigate the problem... again.
The tech came out on Friday Sept. 12. (actually, it was FOUR techs)
They ran a bunch of tests, and unfortunately while they were there, the problem was not happening so they couldn't see much.
Near the end of the visit, one of the techs kicked the modem. (like, literally kicked it.. with his foot, several times, and one of the techs slammed on it with his hand) and I started getting time-outs. So they decided to replace the modem. Went out to the truck, got a Sci-Atlanta modem which would not work, so they went back out to the truck and got another Motorola Surfboard (same one as I currently have) and put that in.
One of the techs then told me, he would put another 30-day monitor on my connection.
Well... Monday and Tuesday of this week have been bad days. Last night the connection was so bad, I couldn't even get a ping started. (did all the simple things, rebooting modem/router, etc.)
Did notice in the logs for the modem, that I am seeing an event "No Ranging Response - T3 time-out"
Any idea?
Will try to contact Comcast Exec. Support again today.
I told them that my modem was not the problem. (well, after it was kicked and punched, I'm sure it's broken NOW.)
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
|
Laser2100
join:2004-05-30
Burlington, MA
| reply to albie81
Wow... After reading your four page thread, I have to say that I'm in disbelief. Kicking the modem? You gotta be kidding me.
Anyway, T3 timeouts should not be happening on a healthy cable network. Based on all of the information that you've gathered, I can think of at least three possibilities here:
1) The cable from your building to the box on the street is bad, or the signal is being degraded by something along the way.
2) There is a bad port on the switch in that box.
3) The DS-3 on your grid is running dirty. The DS-3 is basically a copper cable that runs from your street box to their central office (CO). They will probably need to do a bit-error rate test (BERT) to confirm this.
As for the "it would cost tens of thousands of dollars" to track down the problem and fix it -- that's simply not true. In fact, it's their job to track down those problems and fix them. There's really no excuse for the poor support that you've been receiving from Comcast. If possible, I would try to get in-touch with a 3rd level (or higher) technician, and ask them to take a look at it. |
|
beerbum
Premium
join:2000-05-06
Reading, PA
clubs:
| said by Laser2100 :3) The DS-3 on your grid is running dirty. The DS-3 is basically a copper cable that runs from your street box to their central office (CO). not quite.. from the house to the node is copper.. from the node back to the head-end (to use your term, CO) is fiber.. |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
I received a phone call from Exec. Support today.
They have been monitoring my connection since the techs were out to my house on Friday Sept 12th. And she told me that specifically on Monday Sept. 15th they saw problems at the node.
So on Tuesday Sept 16th, she said they sent a line crew out, and they replaced "three drops at the node" because they were causing "intermittent noise issues."
She asked if I was still having problems, which I am, even after Tuesday when the line crew was supposedly out.
She said they would continue to monitor my connection, and that I should do the same... (don't worry, I will)
I did mention to her that when the problem happens, a log entry is present in the modem which reads "No Ranging Response Received - T3 TimeOut" which she said she would pass along to another tech.
For what it's worth, thus far today since I have started keeping a log, the service has dropped at:
12:33pm EST
12:48pm EST
1:13pm EST
2:00pm EST
2:10pm EST
....to be continued.....
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to Laser2100
said by Laser2100 :Wow... After reading your four page thread, I have to say that I'm in disbelief. Kicking the modem? You gotta be kidding me. Not kidding... I honestly wish I was.
said by Laser2100 :There's really no excuse for the poor support that you've been receiving from Comcast. If possible, I would try to get in-touch with a 3rd level (or higher) technician, and ask them to take a look at it. Well, the "quality" of support I have received from Comcast BEFORE I started this thread, compared to AFTER this thread, is like night-and-day. If you read back a ways, you will note that this thread combined with emails, has resulted in Comcast Exec. Support employees registering on BBR to address Comcast issues.
Anyway, I have been told three times now by different people that "This is the highest tech support goes..."
First- it was a little over a year ago, when I was told by a Supervisor Tech that he was as high as you can go with support.
Second- this was recently, I was assigned a Quality Control Tech who told me "I will be the last tech you ever see, I am as high as they go." I saw him one time.
Third- a member of Exec. Support told me on the phone last week, that they were escalating me to "1.5" support, which is as high as it goes.
If it weren't for the fact, that in year 2008, the world revolves around computers and the internet... this would be downright comical.... |
|
weez1979
join:2007-08-08
Ypsilanti, MI | reply to albie81
I think it's your computer. Have you tried using a mac? |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| said by weez1979 :I think it's your computer. Have you tried using a mac? Weez, I love you. 
Needed a little laugh here. |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | ...continued log...
2:46pm EST
3:01pm EST
3:09pm EST
3:59pm EST
4:01pm EST
4:03pm EST
... to be continued....
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
|
EG
The wings of love
Premium
join:2006-11-18
Union, NJ
| reply to beerbum
said by beerbum :said by Laser2100 :3) The DS-3 on your grid is running dirty. The DS-3 is basically a copper cable that runs from your street box to their central office (CO). not quite.. from the house to the node is copper.. from the node back to the head-end (to use your term, CO) is fiber.. Switch, DS3, and C.O. are typically telco terms.
--
Let us never forget 9/11..... |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
I left a message for Exec. Support last night, and the rep called me back this morning.
She is going to discuss my downage-logs from yesterday with someone else in their office, and have him check the "node-health" and will get back to me.
For what it's worth, yesterday was release for Warhammer Online, so there was some considerable online gaming time on my connection yesterday, and the logs I listed above, are from when the connection to the game server was lost. (now, to verify that it was not just the game server, a Ventrilo server was also active, and was dropping in sych with the warhammer game server. So it was service loss across the board, not just a faulty game-day-release server for a new game.)
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
|
rra
Advice
join:2008-09-19
Kingsville, MO | wow. How much is it for another isp? I applaude your diligence but at some point you just have to stop banging your head against the wall. Money talks. |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| said by rra :wow. How much is it for another isp? I applaude your diligence but at some point you just have to stop banging your head against the wall. Money talks. my only other choices are satellite or wisp... neither of which are really viable. |
|
rra
Advice
join:2008-09-19
Kingsville, MO | Cost, speed, equipment? |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| said by rra :Cost, speed, equipment? all of the above.
a WISP is going to be costly, as I'm on T-Mobile who currently doesn't have very good data plans (unless they've changed and I am unaware.) The best data plans I've seen in the past are on Sprint services, and it would cost me too much money to either sign up for new service, or drop my current wireless service, pay the fees and start a new cell/data plan. Besides, I am sharing my internet connection with approximately six PC's in my house, and bandwidth would become an issue.
satellite... where to begin... monthly service cost is very high, especially for decent bandwidth, coupled with the high equipment cost.
the most desirable scenario would be if Comcast would fix their hardware, seconded by Verizon getting off their butts and rolling fios. |
|
TechnoScott
Premium
join:2003-03-25
00000 | reply to albie81
It's sad to hear the CT4s and 5s can't fix T3 timeouts.... very sad indeed. If you lived in my service area this would have been fixed three years ago. |
|
