US Cable Support > Time Warner Internet Services > [TWC] packet loss / service degraded - amp in rockaway park, ny

[TWC] packet loss / service degraded - amp in rockaway park, ny

Re: [TWC] packet loss / service degraded - amp in rockaway park,

reply to kilrathi
I've been having random disconnection problems for a little over a week now. Signal levels looked ok to me, but I'd randomly lose connection and sometimes the modem would randomly reboot itself. The modem's event log would fill up with errors after being online for less than a day.

Ping tests showed between 1 and 6 percent packet loss for the last few days.

I contacted TWC through this site and a tech visit was scheduled for Tuesday. I am hoping the problem is fixable locally.
--
"Every normal man must be tempted, at times, to spit on his hands, hoist the black flag, and begin to slit throats." - H. L. Mencken

reply to kilrathi
things were kinda fine tuesday - thrs so i thought they maybe fixed the issue that the tech reported on saturday. However, today its horrible I have horrible latency jitter some sites dont even load it it feels like sometimes i have no connection at all, the modem itself is locked all the time but my packet loss today is constant 4-8% and speeds are flactuating its worse than last week.... trying to reach level 3 to see wwhats going on, they promised this issue to be resolved and tech on saturday told me that based on his readings its a serious problem that requires a bucket crew to come and fix within 48 hours yet the problems continue.

reply to kilrathi
Spoke with level 3 and he also notified me that they just added upstream channel bonding thus I noticed my modem now having 2 blue lights but at same time my packet loss problem is all magnified....




Basically downstream is not affected, however upstream is actually slower now than before channel bonding but at same time there is constant packet loss on the upstream about 5% average and there is horrible ping jitter occuring..... horrible state of affairs on nyc time warner twc here in rockaway park, ny lately.

Glad they rolled out upstream channel bonding while their infastructure has large problems.

Oh and again signal levels and power levels are all perfect the issue is on the local lines here, last week they said some amp had to be adjusted but it seems the solution was short lived and now with upstream channel bonding rolled out the problem seems worse than before.

reply to kilrathi
seems the upstream error rate occured friday between 6 and 10 pm so that may also be related to peak time, so far today its been fine but problems starting to occur again since 5pm....

reply to kilrathi
Techs were here today even their foreman they made sure everything is fine on my end as far as wiring/modem and took readings at the pole they said that if anything it could be network problem locally.

Anyways, another day and problems continue:




All the packet loss/errors occuring on the upstream which prevents me from being able to broadcast gaming events through streaming and playing game itself online properly.

I am waiting on further action but I am beginning to think the infastructure itself on TW network at least in this area simply cannot handle wideband / upstream channel bonding considering that was just implemented and now I am having problems with upstream all the time.... Not the kind of service I expect for 100$ a month.

Based on line quality tests and traceroute I believe the upstream packet loss occurs at this local tw hops:

bun6-nyquny91-rtr001.nyc.rr.com
bun6-nyquny91-rtr002.nyc.rr.com

considering fios is still not available even though they been digging and laying it down my only option so that i can operate normally without packet loss is to downgrade package to non bonding one although all packages use docsis 3 now right? so i wonder if that would make differnece, but i am lost at what to do, twc simply cannot provide reliable service so far.

Wow this packet loss continues even at 1am..... this is far worse than I have seen so far, ridiculous

»/pingtest/85cb···/2909118

Give them time to work it out is what I can say. If they *JUST* turned on Upstream bonding there's probably a bit of work they have to do to get it fixed. That's sort of a new system for them to toss out into the field so I'm sure bugs are bound. I don't know if my area has that enabled yet, but it seems they're doing it in the busiest locations first from what I can tell.

Good luck on the FiOS when it shows up though

reply to kilrathi

reply to kilrathi
3rd day since the problems started and already problems occuring again..... since 9pm EST I am getting 5%+ packet loss.

I have called Local Level 3 tech and he confirmed the issue looking at my modem, basically said he sees constant 8% packet loss occuring on the upstream and since he had logging on my account he confirmed the problem is occuring every night from 9pm till 6 am

I just did this test right now :

»/pingtest/b795···/2909631



Horrible horrible situation the person I spoke with was lost at what to do but I am replacing modem tomorrow (futile but something i want to make sure is done) and will speak with clients relations in order to get a plant person to come and possibly replace all my lines on the house again.

However, as I said signals and power levels are all perfect and this simply looks like a congestion issue on tw network.

reply to kilrathi
my page froze due my connection being crap and it resulted in double post so had to edit this, sorry.

reply to kilrathi
Today I have replaced modem for a brand new one (6580) just to cover all the bases but already at 10pm EST packet loss is back.

Already based on line tests I have packet loss in range of 5-15% on the uptream.

Main points where tests hit the issue seems to be:

bun6-nyquny91-rtr001.nyc.rr.com 14% packet loss

(thats the 3rd hop from me)

I will be contacting client relations regarding field operations which supposed to be in area to see if they plan to do anything. To me this looks like a clear overload/congestion issue but maybe since only upstream is affected maybe recent channel bonding on the upstream is related to this problem....

Another day when I am unable to do my regular broadcasts. I wont mention playing games online with this packet loss often u issue command or press something and its never registered.

I will continue to monitor since today I noticed moments where all the packet loss would be gone for few minutes but then it was back.

"To me this looks like a clear overload/congestion issue but maybe since only upstream is affected maybe recent channel bonding on the upstream is related to this problem...."

Overload and congestion does not show up at 10pm, it shows up at 4 pm.

"he confirmed the problem is occuring every night from 9pm till 6 am"

Congestion issues do not happen till 6 am.

None of your ping tests show any signs of congestion.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

reply to kilrathi
You are correct, however the problems started to happen since sunday and upstream channel bonding became live over weekend.

I have logging enabled on tw side, local level 3 tech told me that there is clear 10% average packet loss on upstream based on modem logs between 9-10pm and 5-6am for past 4 days. I understand congestion may not be direct cause but the problem is occuring around similar time. Further, my wiring is all new installed and I have dedicated line ran from pole to my apt no splitters except the one tech installed he said because signal is too strong. I have replaced modem and the problem is still occuring I am not imagining it(something one of the techs that was here sunday tried to tell me lol) the logs prove me right. The modem itself is unable to keep up with errors on the upstream and it results in horrible packet loss. Trying to broadcast a stream or play online games with this is quite frankly terrible.

This week I been in contact with client relations and its possible that tech will cut down all the new wire already installed and redo installation but I will concentrate more on them taking readings on the pole/node itself and maybe changing location where I am connected, because if this is not congestion problem then it has to be something local on the pope, 2 weeks ago they did find a serious reading problem but since they said some amp was corrected, although I have a feeling something is still off on that end.

This is 120am EST - »/pingtest/aab2···/2910107

4am EST -
»/pingtest/792a···/2910132

Now look at 5:40am EST - things got pretty clean:
»/pingtest/6583···/2910144

reply to kilrathi

reply to kilrathi
I think I am pretty sure the issue lies in bad upstream power level/rf impairment. I remember always having T3 timeout errors in modem logs but never really thought of that much. Well it turns out those erorrs have to do with upstream problems and modem trying to correct rf/power levels. Considering my current problems deal with upstream packet loss only this fits.

Further, this problem is now occuring every night 9pm till 5-6 am so its possible combined with already weak power level on upstream path streelights at night could be emitting a lot of ingress into the upstream on the pole itself causing problem being more apparent in those hours. Plus you add the fact the problem became horrible ever since upstream bonding came into effect that could explain why ever since that occured problems magnified.

Tech will be here tomorrow, I will have him run brand new wire/connectors on the house and hopefully also have him take readings on the pole where my line is connected and maybe hook it up into different spot, I am lost as what else could be done to fix this.

UPDATE:

-> Streetlights went ON around this time:
»/pingtest/9826···/2910403

-> Middle of the night
»/pingtest/5797···/2910482

->as soon as Streetlights went OFF things got pretty clean:
»/pingtest/4224···/2910504

could be just coincidence who knows, either way i have upstream signal/power issues, I really wish I could see signals on this wideband modem because earlier in the week every time I called escalation center they told me signals are great but last night lady told me my upstream power levels/signals were bad yet entire week I had problems occur in similar fashion.

UPDATE: friday.

I spoke with escalation team right after and looking at the modem he did confirm that on 3 out of 4 upstream channels bonded power level is out of spec.

client relations person told me engineering team will be out here sometime today or tomorrow to correct upstream power noise/problem I am holding hope they can fix the problem.

so far friday 930pm est and problem is still present as the errors already starting as usual to grow at this hour:

»/pingtest/7978···/2910719

reply to kilrathi
I spoke with escalation center tech today and going over signal levels and logs he said that even my downstream signal specs go out of spec sometimes although its mostly upstream that has constant power level problems and large flactuations. Considering I am on direct connection to the pole with new wire this must be occuring locally on where i am conneted to the pole. I will know more monday whether anything was done to correct the issue.

Meanwhile I also ordered a review with verizon fios whether I can get fios on my house(fios is here just not every house can have it atm), will know more mid week. I rather stay with tw if they could fix the issues though but this weekend I was unable to broadcast/cast a coh and mowas tournaments due to the upstream problems which was a big deal to me. This cannot continue.

Sunday and problems are even worse.... already at 7:30pm EST.... I am gonna try to get a tech in last ditch effort if the engineering ticket dont fix anything and get him to alter where I am hooked up its clearly noise(large flactuation)/signal problem on the pole or spot where I am hooked up since I am directly hooked up without splitters and it does no good. Question is how long will it take for TW to fix this... One thing for sure I am not paying a cent until this is fixed and I also looking at what FIOS determines on my house mid week.

reply to kilrathi

reply to kilrathi
been promised something is being done, tonight same problems been occuring and now overnight even total loss of connection, i hope thats a sign something was being worked on because this is horrible.

Normally the noise on the upstream resulting in packet loss on upstream occurs between 9pm and 5am but today its just as bad even at 7am...

sb 6141 is arriving today, i will give it a spin see if it can tolerate the noise/power level flactuations on upstream better than 6580 but unless tw actually fixes the problem locally here on the line I doubt it will matter. I will report back once 6141 is provisioned. I am trying everything I can...

reply to kilrathi
9am....



Yesterday at 9am it was 1% the most but now its definitely getting worse, my downstream signals are 14dbmv with about 39snr (about same on all channels) but base on what escalation center tech told me upstream snr is very bad, and power levels for 3 out of 4 channels on upstream flactuate by about 20 dbmv inside hour based on logs.

Waiting on something to be done by TW. Tech also said there is simply large noise on the upstream signal. Since i am hooked directly with cable from my apt, through window to the pole *without* any splitters and the cable wire itself is all new the issue has to be on the pole/tw locally here.... Escalation center tech said that has to be clearly the case but he said I have to rely on customer relations to actually push through some kind of engineering order or tech to fix this.... waiting another day to find out if that was finalized yet. Will have 6141 later to see how that modem handles this signal but I have low hopes.

update:

I spoke with another escalation team tech and he confirmed that there is packet loss on the upstream on a node local to me, however he also said the SNR for the upstream on my modem is out of spec. Notes been sent to the plant regarding fixing the issue with packet loss on the upstream on the node itself I was told and a tech will come tomorrow to see if he can hook me up in different spot on the pole itself to correct upstream SNR value.

When I asked what is the SNR value for upstream on my modem he said he cannot give me that information because its proprietary information. Weird... I heard that with comcast when people call to ask about their upstream snr its no problem.

So now will be hard for me to actually know whether the tech who will attempt to fix where i am connected on the pole actually do any good since I have no idea what the upstream snr on my modem was before and after....