zpm
join:2009-03-23
Columbus, GA
 ·Knology
1 edit | My email to Knology support......
Dear Knology Support.
In recent months, being a customer with Knology Internet. I have gotten little help from tech support/data support.In the last several months since late February/ early march, i have had at least 8+ techs to 21 Whitehaven court, Columbus GA for internet issues. My general complaint has been internet speeds at night. Most nights, speeds are half what they should be. I'm suppose to have 6 MBPS but instead i get 4.0 and slower. I call tech support and they say that they see nothing wrong on the their side of the screen. They can schedule a tech for times that the internet is fine. I'm a pretty good problem solver, and willingly to help fix these issues.
Here's a Better Definition of the problem that i see on the user side.A noticeable difference in:
1. loading pages, page loading speed increases.
2. Playing games online.
3. general file downloading. (dling files from e-mail, watching youtube, etc)
4. Lag, LAG,LAG,LAG
Signs of issue...
During speedtest from knology.
The meter is erratic, it may jump up to 6.0 for a second or two, but then starts to drop off. Other times, the speedmeter barely gets above 3.0. Upload is fine. it's at it normal of 300 something.
The other sign.Command prompt.
doing a ping to knology, most of the pings are in the normal low ranges. When speeds are slow; the pings tend to below(10's ms); jump to high pings (70's, 80's and higher MS); then back to low.It's the classic spike that you see..
Pinging knology.net [69.73.24.30] with 32 bytes of data:
Reply from 69.73.24.30: bytes=32 time=10ms TTL=248
Reply from 69.73.24.30: bytes=32 time=13ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
Reply from 69.73.24.30: bytes=32 time=13ms TTL=248
Reply from 69.73.24.30: bytes=32 time=9ms TTL=248
Reply from 69.73.24.30: bytes=32 time=10ms TTL=248
Reply from 69.73.24.30: bytes=32 time=101ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248 (this is the kind of spiking i'm talking about.)
Reply from 69.73.24.30: bytes=32 time=15ms TTL=248
Reply from 69.73.24.30: bytes=32 time=13ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
Request timed out.
Reply from 69.73.24.30: bytes=32 time=36ms TTL=248
Request timed out.
Reply from 69.73.24.30: bytes=32 time=13ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
Reply from 69.73.24.30: bytes=32 time=10ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
Reply from 69.73.24.30: bytes=32 time=37ms TTL=248
Reply from 69.73.24.30: bytes=32 time=14ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248
Reply from 69.73.24.30: bytes=32 time=14ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
here's another spike swarm......
Pinging knology.net [69.73.24.30] with 32 bytes of data:
Reply from 69.73.24.30: bytes=32 time=18ms TTL=248
Reply from 69.73.24.30: bytes=32 time=43ms TTL=248
Reply from 69.73.24.30: bytes=32 time=144ms TTL=248
Reply from 69.73.24.30: bytes=32 time=120ms TTL=248
Reply from 69.73.24.30: bytes=32 time=62ms TTL=248
Reply from 69.73.24.30: bytes=32 time=29ms TTL=248
Reply from 69.73.24.30: bytes=32 time=77ms TTL=248
Reply from 69.73.24.30: bytes=32 time=225ms TTL=248
Reply from 69.73.24.30: bytes=32 time=258ms TTL=248
Reply from 69.73.24.30: bytes=32 time=41ms TTL=248
Reply from 69.73.24.30: bytes=32 time=21ms TTL=248
Reply from 69.73.24.30: bytes=32 time=15ms TTL=248
Reply from 69.73.24.30: bytes=32 time=131ms TTL=248
Reply from 69.73.24.30: bytes=32 time=44ms TTL=248
Reply from 69.73.24.30: bytes=32 time=19ms TTL=248
Reply from 69.73.24.30: bytes=32 time=15ms TTL=248
Reply from 69.73.24.30: bytes=32 time=137ms TTL=248
Reply from 69.73.24.30: bytes=32 time=145ms TTL=248
Reply from 69.73.24.30: bytes=32 time=100ms TTL=248
Reply from 69.73.24.30: bytes=32 time=96ms TTL=248
Reply from 69.73.24.30: bytes=32 time=147ms TTL=248
Reply from 69.73.24.30: bytes=32 time=46ms TTL=248
Reply from 69.73.24.30: bytes=32 time=40ms TTL=248
Reply from 69.73.24.30: bytes=32 time=37ms TTL=248
Reply from 69.73.24.30: bytes=32 time=15ms TTL=248
Reply from 69.73.24.30: bytes=32 time=81ms TTL=248
Reply from 69.73.24.30: bytes=32 time=54ms TTL=248
Reply from 69.73.24.30: bytes=32 time=59ms TTL=248
Reply from 69.73.24.30: bytes=32 time=34ms TTL=248
Reply from 69.73.24.30: bytes=32 time=28ms TTL=248
Reply from 69.73.24.30: bytes=32 time=49ms TTL=248
Reply from 69.73.24.30: bytes=32 time=55ms TTL=248
Reply from 69.73.24.30: bytes=32 time=28ms TTL=248
Reply from 69.73.24.30: bytes=32 time=14ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248
Reply from 69.73.24.30: bytes=32 time=64ms TTL=248
Reply from 69.73.24.30: bytes=32 time=24ms TTL=248
Reply from 69.73.24.30: bytes=32 time=9ms TTL=248
Reply from 69.73.24.30: bytes=32 time=10ms TTL=248
Reply from 69.73.24.30: bytes=32 time=11ms TTL=248
Reply from 69.73.24.30: bytes=32 time=24ms TTL=248
Reply from 69.73.24.30: bytes=32 time=33ms TTL=248
Reply from 69.73.24.30: bytes=32 time=12ms TTL=248
low, high, low etc...other times, when getting lag swarms. it's in the hundreds for like a minute or two, then returns to normal. those don't happen often lately. it's the spiking that is causing lag for me.
the spiking and swarming that i constantly see, leads me to believe that this is a server side issue of not being able to keep up. And this theory is sound when the call center people are like "we see nothing wrong here".
I see a lot of this during the peak usage time, but this is getting to me. i know the Columbus market is getting prepped for docsis 3.0, but it would be nice to get a stable 6.0 before we do a 20+ mbps.
speed test at 8:41 pm est. 5-22-09
Test Result:
Download Speed: 4608 kbps (576 KB/sec transfer rate)
Upload Speed: 316 kbps (39.5 KB/sec transfer rate)
thank you for your time.
"I await a reply." |
|
goalieskates
join:2004-09-12
Knoxville, TN
·Knology
·Comcast
| I don't know if this will help you or not, but it's worth considering. I had a similar situation and the key was that it only happened at night.
I was able to trace it to interference from an electrical device - in my case, garage security lights that came on at dusk. Just as you wrote, tests on the provider side appeared fine, but tech works in the daytime and it didn't show up then. While I was researching the problem, I found others who had problems in the neighborhood, not on their own property.
It turned out there is a filter that can be installed that prevents the interference. The filter isn't available for sale to the general public.
Don't know if this will turn out to be your problem, but it's worth investigating. Either look for interference yourself or get Knology to send a tech out early or after dark.
Good luck! |
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BiGdUsTy
join:2005-10-20
Panama City Beach, FL
·Knology
| reply to zpm
You need to find out who your local Operations Manager is and the General Manager and send this e-mail to them.
The only way you'll get this solved is to deal with the local office.
I had to do the same type of e-mail to get our over sell problems on pcb fixed. |
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olo131
join:2009-07-11
Panama City Beach, FL | reply to zpm
He is right... It works
olo131 |
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zpm
join:2009-03-23
Columbus, GA
·Knology
1 edit | Last night, at about 8:50 pm Est, the lag started and was constant 300 plus to anywhere... speed test was below 1 mbps... i called the help center and this time around, i got some good help....
i told the woman on the phone exactly where the problem was...
the problem happened to be an unbalanced node and told her the ip address of the node, 75.76.40.181 and she put me on hold which was ok, and she got back on and said it was comfirmed, node was going nuts...log here of what i said..
Tracing route to 8.9.2.168.ip.divo.net [8.9.2.168]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 192.168.2.1
2 20 ms 19 ms 18 ms dynamic-216-186-241-1.knology.net [216.186.241.1
]
3 341 ms 374 ms 362 ms dynamic-75-76-40-181.knology.net [75.76.40.181]
4 248 ms 307 ms 287 ms user-24-96-198-125.knology.net [24.96.198.125]
5 378 ms 391 ms 389 ms user-24-96-198-241.knology.net [24.96.198.241]
6 443 ms 440 ms 524 ms colm-hubb-down1.knology.net [24.214.0.206]
7 410 ms 435 ms 392 ms ge-6-12.car1.Atlanta4.Level3.net [4.53.233.9]
8 451 ms 525 ms 514 ms ae-61-51.ebr1.Atlanta2.Level3.net [4.68.103.28]
9 517 ms 498 ms 410 ms ae-72-70.ebr2.Atlanta2.Level3.net [4.69.138.19]
10 509 ms 479 ms 541 ms ae-3.ebr2.Chicago1.Level3.net [4.69.132.73]
11 447 ms 394 ms 419 ms ae-22-54.car2.Chicago1.Level3.net [4.68.101.99]
12 366 ms 416 ms 332 ms DIVO-NETWOR.car2.Chicago1.Level3.net [4.71.183.2
30]
13 395 ms 401 ms 437 ms 8.9.2.168.ip.divo.net [8.9.2.168]
it took the it via remote about an hour to get it back to normal but from the point of my, within 45 minutes the pings had come down to 100+....
so for once, i'm actually giving knology a thumbs up on correcting a problem within 2 hrs...
Monday for me was a; a 20 minute outage at 7:30 am.... HD box decided to revert to 480i settings... and laggy internet at night which was corrected... so a hats off to knology for helping me correct all these issues.....
here's the funny thing; the lady said "i wish all the calls i received were like you" knowledgeable and you tell you where the problem is" i said "i've had enough experience with knology to work there... |
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zpm
join:2009-03-23
Columbus, GA | ok, A tech came out just a little while ago, and knology didn't tell me....
it seems that the tilt has reversed... and he said it was a good thing i called as it was the tap by my house..... |
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