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WOW_Dan
Premium
join:2011-03-24
Naperville, IL
kudos:29
reply to hudiat

Re: More internet issues

-4dBmV downstream is good, that's within operating specs. The problem with your situation is both were on the low end, and when you raise downstream, you decrease upstream the same amount, and vice versa. Getting one within spec pushes the other one out of spec. This leads me to believe it might be an issue possibly in your neighborhood, but I can't confirm that from here. Even if your change makes things more stable, we would still want to get those levels balanced out better to keep this from happening again.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center


hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

In an unrelated question, assuming everything gets working properly, any ETA update on the whole house DVR. In addition to an ETA, how does it work, is there just a main box, and then other boxes connect wirelessly to that? Or does each seperate box still need a coax connector. We have one TV that currently only has antenna, that its not worth the time and hassle to add cable to that room, but if the box was wireless I could see getting one for that TV.



WOW_Dan
Premium
join:2011-03-24
Naperville, IL
kudos:29

The whole home solutions are coming soon, we're still currently on track with our release date which is in the Q1 2012. I can't really give any details about the units themselves yet, once I'm able to release more information, you guys will be the first people I tell.


hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

Ok Dan, someone is coming at 1pm EST (don't know what time zone you are in). Just a few quick questions beforehand.

Do you think the HD tuning issues are related?
Should they make sure every installed coax port is getting good enough signal? (moving modem from room to room, the signal changes greatly depending on connection I hook it up too)
What signal levels would you feel comfortable seeing to call the issue "fixed"?



WOW_Dan
Premium
join:2011-03-24
Naperville, IL
kudos:29

said by hudiat:

Ok Dan, someone is coming at 1pm EST (don't know what time zone you are in). Just a few quick questions beforehand.

Do you think the HD tuning issues are related?
Should they make sure every installed coax port is getting good enough signal? (moving modem from room to room, the signal changes greatly depending on connection I hook it up too)
What signal levels would you feel comfortable seeing to call the issue "fixed"?

The HD signal is most likely related to the modem issue, as signal level determines if it works or not in both cases. Low signal is the most common problem in homes, but also one that's not very difficult to fix.

You can have them check every outlet you might use to insure good signal at all of them. Current digital cable boxes and modems require almost the same amounts of signal, so if one works well, the other should also. As far as the tech is concerned though, the very first split in the home should have the modem on it. Most often you will find a two-way splitter on the drop line that goes to the modem, and another splitter, to insure the modem has the best connection in the house. This then enables you to add an amplifier if needed for just the video outlets, while keeping the modem off the amplifier (which is always preferred). One outlet in your house will be setup to be the modem's outlet, and moving it around can cause problems if other outlets aren't setup to have a modem on them.

For a modem, technical standards are -10dBmV to +10dBmV on downstream, and 35dBmV to 55dBmV upstream. My personal preference is -5dBmV to +5dBmV max on downstream, and 40dBmV to 50dBmV on the upstream to get a solid connection. If you can hit both of those ranges, you shouldn't have any problems. I have mine set at home to approximately a 0dBmV downstream and a 45dBmV upstream, and it's rock solid 24/7.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

Ok, right now the modem is on the outlet that was installed later when we added internet. I would prefer the modem to be in another room now, can the tech coming out today handle that, and how much for s new install in a room that doesnt have one? Also I want to upgrade to 30/3, can a tech do that on site, or would I have to call to upgrade and make a new appointment?



WOW_Dan
Premium
join:2011-03-24
Naperville, IL
kudos:29

The tech I was told was coming out was a lead, he should be able to do anything you need done. Switching which outlet the modem is on could be as easy as changing lines between splitters, depending on how the house is wired. I wouldn't be able to make that call without seeing it myself, so the tech will have to determine that when he gets there.

If the tech has a DOCSIS 3.0 modem on his truck, he should be able to upgrade you right away, but again, I don't know what he's got on him as far as equipment goes.
--
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center


hudiat

join:2011-10-13

Awesome. He just called, on his way earlier than he expected. I thank you again for setting this up and workin with me here. Hopefully this will all be sorted out soon.


hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

Dan, Tech was great, spent some time here ran some new cable. I upgraded to 30/3, and I get those speeds consistently during speed tests, however the connection is still not that reliable.
»www.pingtest.net/result/53952405.png
My results at pingtest.
In addition, as far as the TV goes, he ran a new cable, verified signal and it was perfect. Worked fine, not even 20min after he left HD stations are still not coming in properly on TV plugged right to wall.
On the TV with the DVR, he replaced the DVR and it seems to be working better now. He gave me his card, and I will call him tomorrow, but at this point with work being done at the house level again, and this time he did alot, and issues sill persist, I have to think that something is wrong with WoW somewhere else causing this.


hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

Ran pingtest on several servers, while the packet loss is there on some servers and not others, the jitter is still high everywhere. Doing a ping -t of google.com I get pings in the 30's but every so often it goes in the 50's, and less common, but still happens a few times over the course of a few minutes watching it, it sky rockets to 400+.
Same results even if I am directly to modem, or through router.



mix

join:2002-03-19
Utica, MI

Forget the latency of ping tests to google, what you need to be looking for is packet loss, plain and simple. For all you know google delays it's response to a echo request anytime the website is under moderate or heavy load.


hudiat

join:2011-10-13

There is packet loss, it ranges anywhere from 0-5% on pingtest. Picking random servers, or doing the same server over and over, sometimes there is non, more than half the time there is.



mix

join:2002-03-19
Utica, MI

Use this tool, run it for at least 15 minutes against google or some other server of your choice. Post the results back to this thread.

»winmtr.net/download-winmtr/

Post the signal statistics from your cable modem at 192.168.100.1 that you currently have right before you run this test to this forum thread as well.


hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

This is with router, just because I forgot to go direct to modem until I was about 10min, figured I woud just post both at that point.

|---------------------------------------------------------------------------------- --------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| DD-WRT - 0 | 774 | 774 | 0 | 0 | 20 | 0 |
| No response from host - 100 | 154 | 0 | 0 | 0 | 0 | 0 |
| 10.45.25.6 - 0 | 774 | 774 | 7 | 31 | 409 | 8 |
| 10.45.26.5 - 1 | 770 | 769 | 7 | 13 | 209 | 11 |
| ge-6-20.car1.Cleveland1.Level3.net - 0 | 774 | 774 | 8 | 29 | 418 | 32 |
| ae-2-4.bar1.Cleveland1.Level3.net - 1 | 746 | 739 | 8 | 22 | 268 | 13 |
| ae-6-6.ebr1.Washington1.Level3.net - 4 | 686 | 664 | 16 | 26 | 408 | 16 |
| ae-71-71.csw2.Washington1.Level3.net - 0 | 774 | 774 | 16 | 91 | 434 | 58 |
| ae-23-70.car3.Washington1.Level3.net - 1 | 770 | 769 | 17 | 36 | 249 | 56 |
| GOOGLE-INC.car3.Washington1.Level3.net - 1 | 766 | 764 | 20 | 26 | 103 | 24 |
| 209.85.252.80 - 0 | 774 | 774 | 18 | 45 | 256 | 21 |
| 209.85.243.114 - 0 | 774 | 774 | 33 | 39 | 74 | 35 |
| 64.233.174.117 - 1 | 770 | 769 | 32 | 50 | 265 | 34 |
| 209.85.243.1 - 49 | 263 | 136 | 0 | 42 | 112 | 38 |
| vw-in-f106.1e100.net - 1 | 770 | 769 | 33 | 42 | 236 | 35 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

This is now directly connected to modem.

|---------------------------------------------------------------------------------- --------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| No response from host - 100 | 112 | 0 | 0 | 0 | 0 | 0 |
| 10.45.25.6 - 0 | 561 | 561 | 3 | 55 | 418 | 11 |
| 10.45.26.5 - 0 | 561 | 561 | 3 | 24 | 468 | 9 |
| ge-6-20.car1.Cleveland1.Level3.net - 0 | 561 | 561 | 4 | 41 | 556 | 12 |
| ae-2-4.bar1.Cleveland1.Level3.net - 2 | 525 | 516 | 8 | 55 | 395 | 207 |
| ae-6-6.ebr1.Washington1.Level3.net - 5 | 482 | 462 | 13 | 39 | 346 | 19 |
| ae-71-71.csw2.Washington1.Level3.net - 0 | 561 | 561 | 12 | 84 | 428 | 408 |
| ae-23-70.car3.Washington1.Level3.net - 0 | 561 | 561 | 17 | 30 | 222 | 19 |
| GOOGLE-INC.car3.Washington1.Level3.net - 0 | 561 | 561 | 30 | 33 | 89 | 34 |
| 209.85.252.80 - 1 | 557 | 556 | 25 | 104 | 495 | 31 |
| 209.85.243.114 - 0 | 561 | 561 | 41 | 44 | 80 | 46 |
| 64.233.174.117 - 0 | 561 | 561 | 41 | 47 | 437 | 45 |
| 72.14.236.193 - 49 | 190 | 97 | 0 | 50 | 98 | 54 |
| vw-in-f99.1e100.net - 0 | 561 | 561 | 37 | 44 | 70 | 45 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider