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Kale2

@rr.com

[TWC] Intermittent disconnection problem

Hey Guys,
This is basically my problem. It has been going on for a year or so now but since i was usually living at an apartment/college dorm i did not really care about till now since ill be living back home again.
My network just keeps randomly dropping. I am a professional gamer and need to fix this program to play to my utmost level in the game im devoting quite a lot of time to. This is what happens:
I am doing whatever/browsing the net, on skype, or in a game and the net just randomly drops. Ive tried to pinpoint a pattern but cant find any really. Some days it happens a lot, some days it barely happens (like 3 the whole day). It drops for like 30-40 seconds AT worst and then comes back fine. Also sometimes the ping just randomly goes really high for a few minutes. I usually get d/ced from whatever game im in. I called my ISP and told them the problem. On my Modem page(192.168.0.1), i saw the event log and whenever i actually d/ced, a warning came up.
it said this:

Time:12/18/11 20:09:37, Level:critical, Content:No Ranging Response received - T3 time-out

etc, happens every time a d/c occurs. Time Warner sent a tech in 2 days ago, he did some tests inside the house and then went ouside and did some tests as well and came back and said he didnt see anything wrong.
He switched the routers with a new one (SMC router). He left, i turned back my PC and boom the disconnect occured 45 minutes after.
Case in point: i have no idea what the problem is, i dont know exactly what to show my ISP. They can see the random router disconnects on their end as well. The tech comes in and monitors the net but obviously the d/c doesnt happen when hes here since its so intermittent and random.

Anyways what do i do? Any program to help show them my claim? any way to suggest to my ISP what to fix such as network cables?
this happens on both my laptop (wireless) and my wired connection on the PC. the d/c happens at the exact same time on both.
Thanks for the help.

Here are my Ping tests and ipconfig during the D/c

Windows IP Configuration

Host Name . . . . . . . . . . . . : Admin-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection 3:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek PCIe GBE Family Controller
Physical Address. . . . . . . . . : F4-6D-04-4F-9F-48
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::cdde:f9ff:7d7d:606b%19(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.26(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Wednesday, December 21, 2011 5:44:36 PM
Lease Expires . . . . . . . . . . : Wednesday, December 28, 2011 5:44:35 PM
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 418671876
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-11-9F-AF-A7-00-24-8C-D9-39-01
DNS Servers . . . . . . . . . . . : 192.168.0.1
NetBIOS over Tcpip. . . . . . . . : Enabled

This is a ping to google when i am actually lagging HARD on the network which occurs randomly. this isnt the disconnect ping since i didnt get it in time but this is my Ping when my net just randomly lags.

C:\Users\Admin-PC>ping www.google.com

Pinging www.l.google.com [74.125.65.147] with 32 bytes of data:
Reply from 74.125.65.147: bytes=32 time=333ms TTL=55
Reply from 74.125.65.147: bytes=32 time=421ms TTL=55
Reply from 74.125.65.147: bytes=32 time=612ms TTL=55
Reply from 74.125.65.147: bytes=32 time=340ms TTL=55

Ping statistics for 74.125.65.147:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 333ms, Maximum = 612ms, Average = 426ms

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Admin-PC>ping 192.168.0.1

Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 timeping 209.183.226.152

Pinging 209.183.226.152 with 32 bytes of data:
Request timed out.
Reply from 209.183.226.152: bytes=32 time=33ms TTL=50
Reply from 209.183.226.152: bytes=32 time=36ms TTL=50
Reply from 209.183.226.152: bytes=32 time=33ms TTL=50

Ping statistics for 209.183.226.152:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 33ms, Maximum = 36ms, Average = 34ms

Some packet loss apparent. is this an intermittent sync issue? a problem with the lines around my house?

Thanks for the help


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
Can you post some trace routes and signal levels too? Showing ping tests only won't really tell us much info.


kale2

@rr.com
reply to Kale2
|---------------------------------------------------------------------------------- --------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| cpe-065-190-000-001.nc.res.rr.com - 1 | 4280 | 4244 | 7 | 49 | 4892 | 37 |

| ten13-0-0-220.rlghnca-rtr1.nc.rr.com - 1 | 4298 | 4259 | 7 | 15 | 468 | 14 |

| ae19.rlghncpop-rtr1.southeast.rr.com - 26 | 2186 | 1619 | 0 | 15 | 365 | 14 |

| 107.14.19.20 - 1 | 4409 | 4398 | 25 | 35 | 623 | 73 |

| 107.14.19.133 - 1 | 4412 | 4402 | 25 | 35 | 493 | 45 |

| 66.109.9.66 - 1 | 4390 | 4374 | 25 | 35 | 446 | 41 |

| 209.85.252.80 - 2 | 4210 | 4149 | 25 | 42 | 485 | 38 |

| 72.14.238.107 - 1 | 4412 | 4402 | 25 | 37 | 465 | 58 |

| 209.85.254.243 - 1 | 4412 | 4402 | 25 | 36 | 453 | 50 |

| 209.85.253.137 - 78 | 1082 | 239 | 26 | 37 | 240 | 45 |

| yx-in-f106.1e100.net - 1 | 4412 | 4402 | 25 | 33 | 454 | 36 |

|________________________________________________|______|______|______|______|______|______|

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

here is the winMTR i ran yesterday.

ill do the tracerts as soon as the D/c happens again.

pyther

join:2010-09-07
Cleveland
reply to Kale2
Can you post your power levels? They are usually found on the modem configuration page.

When the disconnect happens, can you ping the router (192.168.0.1)?


kale2

@rr.com
reply to Kale2
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Admin-PC>ping 192.168.0.1

Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time1ms TTL=64

Ping statistics for 192.168.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 1ms, Average = 0ms

ill post the signals soon.


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
That isn't a trace route that is a ping test. To do a trace route type tracert instead of ping. Do it to a site like google and do another to time warners main site that way you can get one from within the network and one that will make it outside the network.

tracert www.google.com
tracert www.timewarner.com


kale2

@rr.com
reply to Kale2
hey, got the tracert done with www.google.com
During the d/c, the tracert didnt actually go through. finally when i came back and had connection again, it started running values

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Admin-PC>tracert www.google.com

Tracing route to www.l.google.com [74.125.159.106]
over a maximum of 30 hops:

1 995 ms 285 ms 229 ms cpe-065-190-000-001.nc.res.rr.com [65.190.0.1]
2 229 ms 15 ms 10 ms ten13-0-0-220.rlghnca-rtr1.nc.rr.com [66.26.32.1
70]
3 36 ms 13 ms 19 ms ae19.rlghncpop-rtr1.southeast.rr.com [24.93.64.0
]
4 29 ms 31 ms 50 ms ae-3-0.cr0.dca10.tbone.rr.com [66.109.6.80]
5 32 ms 31 ms 32 ms 107.14.19.133
6 534 ms 595 ms 497 ms 74.125.49.181
7 245 ms 110 ms 48 ms 209.85.252.46
8 325 ms 576 ms 321 ms 66.249.95.149
9 28 ms 27 ms 41 ms 72.14.232.213
10 344 ms 127 ms 127 ms 209.85.254.6
11 28 ms 28 ms 29 ms yi-in-f106.1e100.net [74.125.159.106]

Trace complete.

C:\Users\Admin-PC

kale2

join:2011-12-23

1 edit
reply to Kale2
mainly when i tracert when the disconnect happens (which is random), it just doesnt show any numbers. finally when i get my connection again after 15-20 seconds, it starts displaying all the hostnames and their values. when i ping sites during the d/c like the ping (225 ip address) it shows packet losses for when the d/c is occuring.

here is tracert to timewarner

C:\Users\Admin-PC>ping www.google.com

Pinging www.l.google.com [74.125.159.147] with 32 bytes of data:
Reply from 74.125.159.147: bytes=32 time=319ms TTL=55
Reply from 74.125.159.147: bytes=32 time=517ms TTL=55
Reply from 74.125.159.147: bytes=32 time=78ms TTL=55
Reply from 74.125.159.147: bytes=32 time=434ms TTL=55

Ping statistics for 74.125.159.147:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 78ms, Maximum = 517ms, Average = 337ms

C:\Users\Admin-PC>tracert www.timewarner.com

Tracing route to www.timewarner.com [208.82.196.28]
over a maximum of 30 hops:

1 441 ms 272 ms 129 ms cpe-065-190-000-001.nc.res.rr.com [65.190.0.1]
2 34 ms 26 ms 27 ms ten13-0-0-220.rlghnca-rtr1.nc.rr.com [66.26.32.1
70]
3 92 ms 38 ms * ae19.rlghncpop-rtr1.southeast.rr.com [24.93.64.0
]
4 197 ms 82 ms 81 ms ae-3-0.cr0.dca10.tbone.rr.com [66.109.6.80]
5 279 ms 545 ms 317 ms ae-0-0.pr0.dca20.tbone.rr.com [66.109.6.183]
6 58 ms 47 ms 53 ms te1-2-0d0.cir1.ashburn-va.us.xo.net [216.156.116
.9]
7 182 ms 128 ms 482 ms 207.88.14.170.ptr.us.xo.net [207.88.14.170]
8 438 ms 470 ms 597 ms ae0d0.mcr1.nyc-ny.us.xo.net [216.156.0.18]
9 212 ms 315 ms 261 ms 216.156.7.138.ptr.us.xo.net [216.156.7.138]
10 510 ms 268 ms 426 ms ip65-46-74-198.z74-46-65.customer.algx.net [65.4
6.74.198]
11 523 ms 177 ms 342 ms 208.82.196.28

Ran a tracert and a ping to google right during a disconnect. It didnt load till i got the connection back (no info came on cmd till my connection cameback) and this was both the results.

kale2

join:2011-12-23
reply to Kale2
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\ksosale>ping www.google.com

Pinging www.l.google.com [74.125.159.147] with 32 bytes of data:
Reply from 74.125.159.147: bytes=32 time=319ms TTL=55
Reply from 74.125.159.147: bytes=32 time=517ms TTL=55
Reply from 74.125.159.147: bytes=32 time=78ms TTL=55
Reply from 74.125.159.147: bytes=32 time=434ms TTL=55

Ping statistics for 74.125.159.147:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 78ms, Maximum = 517ms, Average = 337ms

C:\Users\ksosale>tracert www.timewarner.com

Tracing route to www.timewarner.com [208.82.196.28]
over a maximum of 30 hops:

1 441 ms 272 ms 129 ms cpe-065-190-000-001.nc.res.rr.com [65.190.0.1]
2 34 ms 26 ms 27 ms ten13-0-0-220.rlghnca-rtr1.nc.rr.com [66.26.32.1
70]
3 92 ms 38 ms * ae19.rlghncpop-rtr1.southeast.rr.com [24.93.64.0
]
4 197 ms 82 ms 81 ms ae-3-0.cr0.dca10.tbone.rr.com [66.109.6.80]
5 279 ms 545 ms 317 ms ae-0-0.pr0.dca20.tbone.rr.com [66.109.6.183]
6 58 ms 47 ms 53 ms te1-2-0d0.cir1.ashburn-va.us.xo.net [216.156.116
.9]
7 182 ms 128 ms 482 ms 207.88.14.170.ptr.us.xo.net [207.88.14.170]
8 438 ms 470 ms 597 ms ae0d0.mcr1.nyc-ny.us.xo.net [216.156.0.18]
9 212 ms 315 ms 261 ms 216.156.7.138.ptr.us.xo.net [216.156.7.138]
10 510 ms 268 ms 426 ms ip65-46-74-198.z74-46-65.customer.algx.net [65.4
6.74.198]
11 523 ms 177 ms 342 ms 208.82.196.28

Tracert to www.timewarner.com right after a disconnect.

kale2

join:2011-12-23
Downstream Channel
Downstream Frequency 621000000 Hz
Lock Status Locked
Modulation 256 QAM
Symbol Rate 5.360537 Msym/sec
Downstream Power -3.1 dBmV
SNR 37.615 dB

Upstream Channel
Upstream Frequency 28200000 Hz
Lock Status Locked
Modulation 16QAM
Symbol Rate 2560000 sym/sec
Upstream Power 48.8 dBmV
Channel ID 2


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
Signals look fine, you sure there isn't anything uploading/downloading cuz it looks like at least from your first hop that there is some network activity, I could be wrong though.


kale22

@rr.com
hmm, positive there isnt any upload or download. these high pings and the random d/cs have been happening for quite a while(around a year) but since im home from school now, i need to fix it.

also these tracerts arent going throough during the d/c. the d/c is usually followed by high lag, as seen by the high ms counts in all the values.

literally makes my net useless for anything but browsing because of all the random d/cs and the occasional high lag


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
sounds like its something deeper and out of your hands, would have to talk to tier 3 or engineering to find out what is really up


kale22

@rr.com
C:\Users\Admin-PC>ping www.google.com

Pinging www.l.google.com [74.125.157.104] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.157.104: bytes=32 time=29ms TTL=55

Ping statistics for 74.125.157.104:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 29ms, Maximum = 29ms, Average = 29ms

another ping to www.google.com

just pinged to google during another d/c.

do you think its aproblem with the wiring around the house?


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
said by kale22 :

do you think its aproblem with the wiring around the house?

I really doubt it. Your signal levels are within spec. One thing I am not real sure of those is your upstream frequency, I always thought it was just a two digit frequency, for example mine goes between 28 Hz and 34 Hz, yours is at 282 Hz. If anything that might be a problem, I know when the frequencies fall out of spec connection problems start happening and often. It can come from interference from anywhere.

When was the last time the cables were replaced or put in? Maybe they are just way too old. Recently when I had the D3 eMTA installed the installer replaced a couple foot or so of both our drops at the box saying they were old and bad or something like that and he also replaced one of the splitters too.

kale2

join:2011-12-23
these are my signals now

Downstream Channel
Downstream Frequency 615000000 Hz
Lock Status Locked
Modulation 256 QAM
Symbol Rate 5.360537 Msym/sec
Downstream Power -3.1 dBmV
SNR 38.344 dB

Upstream Channel
Upstream Frequency 31400000 Hz
Lock Status Locked
Modulation 16QAM
Symbol Rate 2560000 sym/sec
Upstream Power 48.7 dBmV
Channel ID 3


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
Your power levels are definitely within spec. I would hope to see if someone might have an idea about that upstream frequency though.

kale2

join:2011-12-23
reply to Kale2
also, I just called time warner. The tech support monitored my connection for 15 minutes and said he didnt find any problem(the disconnects are random). He said he would put it in the Modem 'watch list' and told me to call back as soon as another disconnect happens.
hopefully now they will at least see that my net d/cs.
he also checked the signals and said everything is fine.

cterry877

join:2011-12-24
Whitehouse, OH
I have this same problem in the NW Ohio area. Any help you can give would be greatly appreciated.

kale2

join:2011-12-23
Ok, so the time warner guy came in today. He was 1 of the supervisors and tested the connection in the wall. he said he detected noise levels in the connection in the wall. he changed the cable in the wall cause he said the old cable was not the best quality. He also changed 1 of the other cables that had a faulty splitter.

he said it should be a lot better now and that the noise levels were the reason for the d/c and high ping.

and after he left, i got on the PC. it was normal for a bit but boom, an hour or so later, i d/c again.

winMTR tells me that packets are being sent, but none are being received in the span of the 30 seconds. i also am getting a maximum ping of 4.5k on winMTR. an average of 50. is this now a problem that is occuring outside the house?
cause he replaced the modem and the cable inside the wall. and its still happening. he also said noise levels were reduced but it still d/cs

|---------------------------------------------------------------------------------- --------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| cpe-065-190-000-001.nc.res.rr.com - 1 | 11166 | 11144 | 6 | 46 | 4574 | 21 |

| ten13-0-0-220.rlghnca-rtr1.nc.rr.com - 1 | 11045 | 10978 | 7 | 16 | 435 | 10 |

| ae19.rlghncpop-rtr1.southeast.rr.com - 10 | 8313 | 7563 | 7 | 18 | 432 | 27 |

| ae-3-0.cr0.dca10.tbone.rr.com - 1 | 11254 | 11240 | 24 | 35 | 466 | 30 |

| 107.14.19.133 - 1 | 11261 | 11249 | 24 | 35 | 453 | 46 |

| 74.125.49.181 - 1 | 11198 | 11170 | 25 | 36 | 1258 | 33 |

| 209.85.252.80 - 1 | 11257 | 11244 | 25 | 39 | 452 | 37 |

| 72.14.238.107 - 1 | 11258 | 11245 | 24 | 37 | 490 | 27 |

| 209.85.254.249 - 1 | 11257 | 11244 | 25 | 36 | 476 | 27 |

| 209.85.252.66 - 54 | 3622 | 1700 | 0 | 39 | 273 | 37 |

| gy-in-f99.1e100.net - 1 | 11265 | 11254 | 24 | 35 | 475 | 35 |

|________________________________________________|______|______|______|______|______|______|


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
wierd because the snr you posted earlier is within spec and was like half a point off from what mine usually is and i am betting its outside your house since some cables were replaced within your house and its still giving you problems

kale2

join:2011-12-23
reply to Kale2
hmm, do you think its a problem central to only me? or can it be affecting neighbors too.

kale2

join:2011-12-23
|---------------------------------------------------------------------------------- --------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| cpe-065-190-000-001.nc.res.rr.com - 1 | 62527 | 62341 | 6 | 50 | 4947 | 18 |

| ten13-0-0-220.rlghnca-rtr1.nc.rr.com - 1 | 62745 | 62497 | 7 | 19 | 2567 | 10 |

| ae19.rlghncpop-rtr1.southeast.rr.com - 14 | 41012 | 35326 | 7 | 18 | 2547 | 9 |

| ae-3-0.cr0.dca10.tbone.rr.com - 1 | 63446 | 63372 | 24 | 36 | 779 | 28 |

| 107.14.19.133 - 1 | 63463 | 63394 | 24 | 37 | 760 | 26 |

| 74.125.49.181 - 1 | 63353 | 63256 | 25 | 37 | 2503 | 28 |

| 209.85.252.80 - 1 | 63454 | 63383 | 25 | 39 | 899 | 33 |

| 72.14.238.107 - 1 | 63447 | 63375 | 24 | 38 | 783 | 27 |

| 209.85.254.249 - 1 | 63440 | 63366 | 24 | 37 | 883 | 31 |

| 209.85.252.66 - 55 | 20132 | 9226 | 0 | 40 | 832 | 41 |

| gy-in-f99.1e100.net - 1 | 63458 | 63389 | 24 | 36 | 2511 | 41 |

|________________________________________________|______|______|______|______|______|______|

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

packets lost in a full night. thats a significant margin. around 16 d/cs that occured over the night


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
I would suggest posting trace routes, I have no idea how to understand that of which you are posting right there lol.


Baelfur

join:2009-08-04
Colorado Springs, CO

3 edits
reply to Kale2
Pretty sure the winMTR thing is like a trace route. It says the server then the amount sent/ received and the min/avg/ max/ last

if im reading that correctly... that first hop... yikes... that max is pretty large

if you can have a neighbor that has TWC, and can run the same test, i would be curious if it reflects something similar.


kale222

@rr.com
yup, basically the 1st # in each category is the percent packet loss.

running this program helps monitor the intermittent disconnections.
if i run a trace route when i d/c, it just doesnt show any of the hops.
winmtr shows me Send # going up but me not receving anything

also the big 4000 number is my max ping, which is huge.


CptGemini
Inside your computer
Premium
join:2004-11-29
Corpus Christi, TX
kudos:6
just checked out that program and noticed the default wait time between pings is 1 second, i would suggest raising it to 5 seconds and you should see better results


kale44

@rr.com
Anyways, i got transferred to a tier 3 tech this time. He called in the supervisor to my house and he checked over the network cables outside the house and said its perfect. he said the lines were clean and said there were no water problems/etc.
he changed the modem then (even tho i doubt this is the problem).
even they have no idea what the problem is
he said it cant be congestion cause they could detect congestion from their networks.

zz i have no idea what to do now.. if this problem keeps persisting, might have to just change my net.
kinda sad