dtmbizzle
join:2008-11-14
| [Connectivity] Connectivity, packet loss and latency problems
Have had Comcast HSI for 2 years no real problems until about 6 weeks ago, when we notived constant disconnects while playing World of Warcraft. Latency would be in order, then spike to ridiculous levels, then the game is locked up, then disconnect. This happens every 5 minutes or so.
Don't notice it too much when regular websurfing, but recently we've noticed webpages hanging a lot, and general slowness. Also, now when my wife trys to log into her work from home, using a direct connection to her laptop from our cable modem(totally different computer), she gets disconnected frequently too.
I'd like any help at all diagnosing where the heck the problem is!!! Here is our vital stats any help or comments much appreciated;
1) Your location: City and State.
DENVER, CO
2) A description of the problem.
SEE ABOVE!
3) Is the issue intermittent, constant or does it occur at a specific time of day?
PRETTY MUCH CONSTANTLY.
4) Your modem make, model & firmware version.
MOTOROLA SURFBOARD 5120
5) Describe any home networking if applicable. (i.e. routers, hubs, adapters, etc.)
MODEM IS CONNECTED TO THE CABLE IN THE WALL, THEN DIRECT TO THE COMPUTER VIA ETHERNET.
6) List any firewall and/or anti-virus software you have installed. Include what version you have.
WINDOWS VISTA FIREWALL
If you have an issue with slow speed:
• Post a speed test: Speed Test
1484 kbps d/l speed, WTF? It used to show in the 20,000's... I think we had powerboost and Comcast shut it off??
• Post a tweak test result:
Tweak Test size 1024000: Failed to download: Read timed out
UGH
If you have an issue with an intermittent connection or no connection:
• What indicator lights does the modem have and the current status of each. (i.e. constant or blinking)
aLL LIGHTS ARE ON, CONSTANT, AND THE PC/ACTIVITY LIGHT FLASHES ONLY WHEN LOADING WEBPAGES/NAVIGATING THE WEB.
• Post modem's signal levels: Signal Levels
DOWNSTREAM
Frequency 609000000 Hz
Signal to Noise Ratio 31 dB
QAM QAM256
Network Access Control Object ON
Power Level 8 dBmV
UPSTREAM
Channel ID 4
Frequency 33000000 Hz
Ranging Service ID 4372
Symbol Rate 2.560 Msym/s
Power Level 41 dBmV
• Post modem's log entries: Log Entries
2008-11-14 19:28:09 3-Critical R02.0 No Ranging Response received - T3 time-out
2008-11-14 14:45:24 5-Warning TSM: TxError WatchDog - Restart Upstream
2008-11-14 14:45:24 5-Warning HAL: Overcoming Tx Error (reseting the US - DMA)
2008-11-14 13:07:56 4-Error IGMP: ERROR - Group address 0.0.0.1 is not a legal multicast
2008-11-14 13:06:57 7-Information SNMP: Working in SNMP V1/2c Only NmAccess mode
2008-11-14 13:06:56 7-Information INITIALIZATION COMPLETE - MODEM IS OPERATIONAL
2008-11-14 13:06:56 7-Information B401.0 Authorized
2008-11-14 13:06:55 7-Information PROG: SW Download File name the same as currently run.
2008-11-14 13:06:55 7-Information SEC: Co-Signer CVC from configuration file was verified
2008-11-14 13:06:54 7-Information REGISTRATION COMPLETE - Waiting for Operational status
2008-11-14 13:06:54 7-Information REG: Capability type incorrectly negotiated by CMTS
2008-11-14 13:06:54 7-Information Registration file - downloaded
2008-11-14 13:06:52 7-Information Trying to download Configuration file ...
2008-11-14 13:06:52 7-Information Time of day - retrieved
• Give a description of the cable & splitters configuration in your home leading to the modem.
CABLE RUNS TO CENTRAL CABLE BOX IN OUR BASEMENT, THEN IS SPLIT TO THE ROOM WHERE THE COMPUTER IS. THE CABLE BOX IS A 'HUB' WHERE ALL THE CABLES,AND PHONE CONNECTIONS ARE FOR THE WHOLE HOUSE
HERE'S THE TRACEROUTE... SINCE IT'S HAPPENING ON HOP 1 ALL THE TIME IS IT THE MODEM?
Microsoft Windows [Version 6.0.6001]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.
C:\Users\Tara> tracert yahoo.com
Tracing route to yahoo.com [68.180.206.184]
over a maximum of 30 hops:
1 * * * Request timed out.
2 16 ms 29 ms 19 ms ge-2-3-ur01.englewood.co.denver.comcast.net [68.
86.129.169]
3 11 ms 29 ms 19 ms te-9-1-ur02.englewood.co.denver.comcast.net [68.
86.103.114]
4 19 ms 19 ms 19 ms te-9-3-ar01.aurora.co.denver.comcast.net [68.86.
103.45]
5 21 ms 29 ms 29 ms 68.86.91.197
6 74 ms 158 ms 209 ms te-4-3.car2.Denver1.Level3.net [4.79.82.53]
7 38 ms 29 ms 29 ms ae-32-56.ebr2.Denver1.Level3.net [4.68.107.190]
8 * 33 ms 39 ms ae-1-100.ebr1.Denver1.Level3.net [4.69.132.37]
9 52 ms 59 ms 69 ms ae-3.ebr2.SanJose1.Level3.net [4.69.132.57]
10 62 ms 69 ms 59 ms ae-82-82.csw3.SanJose1.Level3.net [4.69.134.218]
11 56 ms 58 ms 59 ms ae-33-89.car3.SanJose1.Level3.net [4.68.18.133]
12 79 ms 79 ms 79 ms 4.71.112.14
13 88 ms 89 ms 89 ms ae0-p171.msr2.sp1.yahoo.com [216.115.107.83]
14 56 ms 79 ms 59 ms te-8-1.bas-a1.sp1.yahoo.com [209.131.32.17]
15 58 ms 59 ms 59 ms w2.rc.vip.sp1.yahoo.com [68.180.206.184]
Trace complete.
C:\Users\Tara> tracert worldofwarcraft.com
Tracing route to worldofwarcraft.com [12.129.242.22]
over a maximum of 30 hops:
1 * * * Request timed out.
2 17 ms 19 ms 19 ms ge-2-3-ur01.englewood.co.denver.comcast.net [68.
86.129.169]
3 28 ms 20 ms 18 ms te-9-1-ur02.englewood.co.denver.comcast.net [68.
86.103.114]
4 12 ms * 20 ms te-9-3-ar01.aurora.co.denver.comcast.net [68.86.
103.45]
5 * * 29 ms te-0-4-0-1-cr01.denver.co.ibone.comcast.net [68.
86.91.5]
6 22 ms 26 ms 29 ms te-4-3.car2.Denver1.Level3.net [4.79.82.53]
7 39 ms 29 ms * ae-32-52.ebr2.Denver1.Level3.net [4.68.107.62]
8 27 ms 39 ms 29 ms ae-1-100.ebr1.Denver1.Level3.net [4.69.132.37]
9 49 ms 49 ms 39 ms ae-2.ebr2.Dallas1.Level3.net [4.69.132.106]
10 30 ms 49 ms 39 ms ae-72-72.csw2.Dallas1.Level3.net [4.69.136.142]
11 37 ms 39 ms 39 ms ae-2-79.edge2.Dallas3.Level3.net [4.68.19.76]
12 40 ms 39 ms 39 ms 192.205.35.141
13 62 ms 69 ms 69 ms tbr2.dlstx.ip.att.net [12.123.16.198]
14 56 ms 59 ms 59 ms cr2.dlstx.ip.att.net [12.122.18.221]
15 69 ms 69 ms 69 ms cr2.la2ca.ip.att.net [12.122.28.178]
16 66 ms 70 ms 68 ms gar5.la2ca.ip.att.net [12.122.129.25]
17 117 ms 216 ms 218 ms 12.122.255.74
18 849 ms 69 ms 69 ms mdf001c7613r0003-gig-10-1.lax1.attens.net [12.12
9.193.242]
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
C:\Users\Tara> tracert google.com
Tracing route to google.com [72.14.207.99]
over a maximum of 30 hops:
1 * * * Request timed out.
2 20 ms 29 ms 19 ms ge-2-3-ur01.englewood.co.denver.comcast.net [68.
86.129.169]
3 18 ms 20 ms 18 ms te-9-1-ur02.englewood.co.denver.comcast.net [68.
86.103.114]
4 * 44 ms 19 ms te-9-3-ar01.aurora.co.denver.comcast.net [68.86.
103.45]
5 23 ms 19 ms 29 ms te-0-4-0-0-cr01.denver.co.ibone.comcast.net [68.
86.91.1]
6 27 ms 29 ms 29 ms te-4-3.car2.Denver1.Level3.net [4.79.82.53]
7 * Transmit error: code 1231.
Trace complete.
C:\Users\Tara>tracert google.com
Tracing route to google.com [64.233.187.99]
over a maximum of 30 hops:
1 * * * Request timed out.
2 7 ms 9 ms 9 ms ge-2-3-ur01.englewood.co.denver.comcast.net [68.
86.129.169]
3 9 ms 7 ms 9 ms te-9-1-ur02.englewood.co.denver.comcast.net [68.
86.103.114]
4 * 8 ms 9 ms te-9-3-ar01.aurora.co.denver.comcast.net [68.86.
103.45]
5 9 ms 9 ms 9 ms 68.86.91.197
6 9 ms 8 ms 9 ms te-4-4.car2.Denver1.Level3.net [4.79.82.57]
7 * * 120 ms ae-2-54.bbr2.Denver1.Level3.net [4.68.107.97]
8 46 ms 87 ms 45 ms as-1-0.bbr1.Atlanta1.Level3.net [209.247.9.101]
9 46 ms 49 ms 45 ms ae-21-52.car1.Atlanta1.Level3.net [4.68.103.34]
10 46 ms 62 ms 45 ms GOOGLE-INC.car1.Atlanta1.Level3.net [4.78.208.11
4]
11 46 ms 47 ms 48 ms 72.14.239.21
12 55 ms 50 ms 56 ms 216.239.43.249
13 46 ms 47 ms 47 ms jc-in-f99.google.com [64.233.187.99]
Trace complete.
|
|
daveinpoway
Premium
join:2006-07-03
Poway, CA | Re: [Connectivity] Connectivity, packet loss and latency problem
The modem's downstream signal/noise ratio is low. Check for loose connections and damaged cables and/or splitters. If nothing turns up, a tech visit will be needed. |
|
EG
The wings of love
Premium
join:2006-11-18
Union, NJ
| reply to dtmbizzle
said by dtmbizzle  :SINCE IT'S HAPPENING ON HOP 1 ALL THE TIME IS IT THE MODEM? Hop #1 is not the modem. Modems do not show up in a trace route. Hop #1 is the CMTS (Cable Modem Termination System) interface at your local CC headend. Comcast has many, but not all of these configured to not respond to any ICMP (Internet Control Message Protocol) packet based ping or trace route requests. This is why you see 100% packet loss at the first hop. This is normal and will not cause any type of connectivity issue. |
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dtmbizzle
join:2008-11-14 | Well I bought a new modem, connected it, called comcast to give them the reg code from the bottom of the modem. Voila, connection is perfect running at good speed. I played WoW for 4 hours with no disconnects. |
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CUBS_FAN
Next Year Again..
join:2005-04-28
Chicago, IL
 ·Comcast
 ·Vonage
|  Good call  . I like to say you got lucky but you took upon yourself to go and try something new. Sometimes pro-active helps solve a lot of issues. Some people just sit there and whine about how "bad their service is" and is convinced that "Comcast is the worst company around" |
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dtmbizzle
join:2008-11-14
| Yea I know it. Better to be proactive and up n running than waiting around with no internet. The old surfboard modem was a freebie when we signed up anyhow so I figured what the hey... Now I just have to get the dang router and wireless re-setup. There's a whole 'nother headache |
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CUBS_FAN
Next Year Again..
join:2005-04-28
Chicago, IL
·Comcast
·Vonage
| said by dtmbizzle : Now I just have to get the dang router and wireless re-setup. There's a whole 'nother headache Do you clone your MAC address' ? |
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