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DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15
reply to Mele20

Re: [TWC] No more perboost?

So Turbo isn't a joke and neither is PowerBoost, you have other issue hampering your download speeds.

What do your SamKnow's test reports show? Can you post a screenshot?



Elyria

join:2011-10-12
Elyria, OH

and this power boost you speak of, last for how many seconds ?



DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

said by Elyria:

and this power boost you speak of, last for how many seconds ?

Just a few... mostly it's intended for faster loading of small files, like a web page is made of.

Mele20
Premium
join:2001-06-05
Hilo, HI
kudos:5
reply to DrDrew

Oceanic insists that I do NOT need a DOCSIS 3 modem unless I go to 20/2. I talked to Oceanic around midnight last night after been erroneously sent to NHD by their automated system that was evidently flummoxed by my reply to the question of "What is your problem?" (Or something like that) to which I answered "modem trips off line frequently". I guess I was supposed to say "my internet doesn't work" but why ask the question if the system gets confused if you actually answer the question in a specific manner?

Anyhow, NHD said I should not have been transferred to them and connected me to Oceanic where the CSR said my modem was fine. Well, yeah, after tripping off line 4 times in a two hour period it was ok AT THAT MOMENT. She kept saying it was OK the whole time we talked although I had told her it was INTERMITTENT and TENDS to occur only between 5PM and 1AM. She told me that 49dBmV is perfectly normal.

Then she blamed Sam Knows router for my problems. If my routers, or the modem itself, was the problem then I would be having the problem in the daytime and after 1AM also. Even then, that still would not mean the problem was the routers or the modem. It could just mean whatever is causing the modem to trip offline is getting worse and starting happen during non-prime usage time also. She wanted me to do a direct connection for three or four days and then call back if I still had problems.
When I paid my bill at Oceanic on Sept 5, I mentioned the problems and was told that the foreman, Bobby, would be notified. I haven't heard from him though but I am not reachable in the mornings. (I did remind Oceanic to have Bobby or whoever call in the afternoons and maybe he did and I was gone on that day). She told me that I should NOT have upgraded to 15/1 if I was having any problems. She said I should have had the problems corrected and then upgraded. I told her I had no choice because Chris had said Oceanic was removing 15/1 from their website and I had to upgrade right then (which was late Monday afternoon) or he could not upgrade me EVER. I told her this and she didn't know what I was talking about even though Chris is her superior.

It is this kind of thing why I try to avoid calling Oceanic. If they would just put me through to tier 3 things would be much better. But these days getting through to tier 3 is like pulling teeth. She did agree to give me a truck roll but said the system was down (it is usually down when I call) for giving me a date and time. So, I was supposed to call back today to get it and I did but I got put on hold which was ok except I got this loud Hawaiian music playing. I hadn't been up that long, and only on my second cup of coffee, and I didn't want to listen to any music much less irritating music when I hadn't been awake very long. That same music at midnight would be fine, I'd enjoy it then. So, I hung up and I need to call back again. I wasn't even given the opportunity to leave my number for a call back which I would have done although that is not a good idea unless you have call waiting (which I don't) and it is Monday and you have a bunch of business calls to make.

I was also told I was not supposed to get Power Boost on 15/1. If that is true then I will likely file a complaint about false advertising with Hawaii Dept of Commerce and Consumer Affairs. But I think she is just poorly trained which has been a big problem always at Oceanic. However, Sam Knows tests show that since I moved to 15/1 that Power Boost is at a LOWER speed than the normal speed. I don't know if that is something wrong with Sam Knows tests or if my connection is just all screwed up. I've been meaning to contact Sam Knows and ask them.

I interrupted this to do a Google search. I couldn't because the modem has tripped off line again. Why don't the modem lights go off when this happens? PCActivity light is blinking madly but I have no connection. Network Connections says I am connected but I show no network activity. I have XP set to notify me when I have limited or no connectivity but it is not notifying me. But that notification is quite buggy on XP so I am not too concerned that I don't get notification in the systray but it is a bit odd.

It is also odd that I never to have to reboot after I reconnect everything. In the past, about 50%, or more, of the time, I would be forced to reboot to regain connectivity after the modem would trip off.
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson



Name Game
Premium
join:2002-07-07
Grand Rapids, MI
kudos:7

1 edit

Have you been tweaking the pcs again.

»[TWC] Hawaii has 20000kbps now? Nah, speed tests are wacko

when you say tripping off that to me means a/c power is not available..but I guess you mean "although the lights on it are correct excepts the pc activity light blinking madly..that to me means your ISP's DHCP Server....Dynamic Host Configuration Protocol (DHCP) is a network protocol that enables a server to automatically assign an IP address to a computer...is not shaking hands with your modem and saying ok..I recognize you as a customer..so here is a dynamic IP for you to use.

What other lights do you have on this modem.

You can try unplugging the power to the modem for 1 min then plugging it back in as they always suggest. It could be their server is out or overloaded at times. Or you just might have a faulty modem. friend down the street had an intermittent problem like that which was weird..and turn out to be the a/c power adapter for the modem.. unplug the power on the router too the same way to have it reinitialize after you are sure you modem is working correctly and an IP is assigned.

The ladies suggestion about direct connect just to the modem is valid.. it is the only way you can really rule out your hardware...and I would not totally rule out the router either. Especially since they checked it at their end and it was 49dbmv. There should be away to talk to them and ask if their server has been dropping out in your area..the ISP in our area has a site one can check on line the customer bandwidth usage and up time of their server in a graph form.

Do you have any of your PC's set to auto update any programs prgrams during that time frame.
--
Gladiator Security Forum
»www.gladiator-antivirus.com/



DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

1 recommendation

reply to Mele20

1. Can you post a screenshot of the Sam Knows monthly report, especially the speed test and packet loss parts?

2. Can you post a screenshot of the modem logs?

3. If your router has logs can you a post a screenshot of them?

4. What's your current network config? Is it PC -> Sam Knows unit-> Linksys router -> modem?
--
If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes.



Name Game
Premium
join:2002-07-07
Grand Rapids, MI
kudos:7

1 edit
reply to Mele20

I do see they have lots of planned outages the last few day and in the near future »www.aroundhawaii.com/support/cable_status/

»help.rr.com/HMSLogic/network_status.aspx


Mele20
Premium
join:2001-06-05
Hilo, HI
kudos:5
reply to Name Game

I meant the modem is dropping off line. AC power is available. PC activity light blinks continously when modem is online ever since Code Red worm in 2001. (I was online at the precise moment when Code Red hit and the PC Activity light went from very little activity to constant, furious blinking that has never stopped). So, it is normal for it to blink furiously but when it goes off line it continues to blink constantly. Other four lights are green even when it is offline which is irritating because the only way you know it is offline is when you try to post in a forum or surf to some site, etc after 60 seconds or more of waiting you finally get a DNS error (or Google search gives a really strange address and no search) and that is how you know the modem is offline. XP is very buggy regarding TCP and showing in the systray when connectivity is limited or non-existent so I can't depend on XP to reliably alert me when the modem goes off line.

If I then unplug (off my UPS) the modem, unplug the two routers, wait three minutes (this is a Surfboard 5100 modem so it takes it longer than other brands of modems to clear its memory) then replug the modem only and watch the lights until it gets online and then plug in the Sam Knows router that is in bridged mode, then the Linksy router I am back online until the next time the modem trips off. Historically since I got RR in June 2001, the modem trips off line two-four times a month but since the first of Sept it has gotten much worse and has been tripping off frequently.

The modem is rather old but this problem I have historically has NEVER been due to my modem or my router(s). It is ALMOST ALWAYS a node problem and I am sick, sick, sick of it. Konaguy says if I upgrade to DOCSIS 3 and 20/2 probably this problem will go away but I doubt it besides I can't afford 20/2.

I get testy with the CSRs because Oceanic has severely restricted access to tier 3 techs. I used to be able call them directly bypassing tier one Oceanic support. Sure, tier 3 techs would understand what I am saying (tier 1 doesn't have a clue) and could do things like show the cable flap list for modems in my area to see if they are having problems on the upstream, etc. But getting to tier 3 is now like pulling teeth. In retrospect, I should have sent Chris an email last night and not bothered with tier 1 CSR. He used to be one of the best tier 3 techs (before he got promoted to management) and he knows the entire history of the node problem here going all the way back to shortly after I got RR in June 2001.

It's a real hassle for many reasons for me to do a direct connection. I have done it more times than I could possibly count. I am sick of doing it and never has the problem been the router although being a old Linksy it handles DHCP poorly but it gets the job done eventually after depositing a ton of warnings and errors in Event Viewer. I have the lease time set in the router for 7 days and that is to cut down on the amount of clutter in Event Viewer with warnings and error messages about DHCP problems. So, it got a 7 day lease today at 4:20PM after the modem had gone off line again and I reconnected it. Thanks goodness, as the messages won't start again until one-half way through the lease time...so 3.5 days from now.

I realize that there is always a "first" time so this time it could be the router but that is unlikely and if I do a direct connection for several days that means no virtual machine and I use the virtual machine mostly now as I wait for Intel to announce the fix for Ivy Bridge chip on certain Dell motherboards on two of Dell's computers (the two I would choose from) and I hope Intel's fix will also maybe make it so nVidia doesn't have to come up with some fix that will take forever for their newer cards on these same Dell Ivy Bridge computers because I really want an nVidia card. My disk is full on the host machine so I prefer to use the guest machine (plus, the browsers are up to date on it and not on the host).
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson


Mele20
Premium
join:2001-06-05
Hilo, HI
kudos:5
reply to DrDrew

Click for full size
said by DrDrew:

1. Can you post a screenshot of the Sam Knows monthly report, especially the speed test and packet loss parts?

2. Can you post a screenshot of the modem logs?

3. If your router has logs can you a post a screenshot of them?

4. What's your current network config? Is it PC -> Sam Knows unit-> Linksys router -> modem?

I don't get the SK monthly report. I have complained many times and SK fixes it for a month, maybe two, and then I don't get them again anymore. They are very nice folks (including the company CEO...really nice guy) but they have no idea why I don't get the reports after they fix it again. When I do get them, they contain only download and upload speeds. Again, SK has no understanding of why that is happening. They have done a number of things to try to get the full reports sent but nothing works.

I did get full monthly reports when I had the Netgear router but only for a few months then and then they went wacky with the Netgear and have stayed that way all this time except for when they try to fix it or just send me all the back months which don't contain a full report. I haven't even notified them again when I didn't get the August report because they only contain download and upload speed anyway and have an incorrect date of January 2001 (or maybe 1975 is the year--I'm tired and don't feel like checking right now to see the date). Each month says it is for January 20xx or 1975. They can't fix that either. They have re-written programs just because of this weird problem ...nothing fixes it.

Surfboards have puny modem logs for some time now. I rarely see anything significant there although years ago with this modem I did and even more so with the 4100 I had before this 5100.

I don't think there are any router logs and I'm not sure where to look. A search would likely take forever as the disk has only about 10% free space and can't be defragged because of that and needs it. I need a new computer but have to wait for fixes to the two I would consider buying.

Yes, it is PC > TP_link > Linksys > modem. My TV is connected to the Linksys.
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

4 edits

You can download the SK report data from their website : »reporting.samknows.com/

My Sam Knows report on the website

The modem log you posted is fine. It shows the MODEM actually lost sync between the 18th and 16th, the 16th, between the 16th and 14th, between the 7th and 6th, and a few other times. A few entries are related to signal issues, but majority are not. Router logs should help refine when and how often the modem went offline.

You do realize you are not changing Oceanic's configured DHCP lease time right? Your router still has to renew it's public IP based on the full DHCP lease time set by Oceanic, so 12 hours. The only thing you've done is set the private IP lease time to one week so your PC doesn't have to renew so often. Router logs should show if the modem is having issues renewing DHCP leases and connection losses on the WAN port. This screenshot should help you find where the log menu is of your Linksys router:

Log menu location a LinksysBEFSR41v3

Next time you lose connection, just try power cycling your Linksys router, don't touch the modem or SK TP-link.

You may also want to try using PingPlotter, to plot against your modem's diagnostic address 192.168.100.1, your router's management address, and your public IP gateway. It'll show you if your PC is losing connection to your router, modem, or public gateway and exactly when. It's better than noticing that the PC isn't surfing anymore and the modem link light is blinking different.

[edit] I just remembered... being that you have a DOCSIS 2 modem on a DOCSIS 3 system, the modem may be channel switching between the available 4 downstream channels and 2 upstream channels for load balancing purposes. The channel switching isn't seamless on older modems, especially the downstream channel switch, but the modem wouldn't count it as a loss of sync. It could also be that the 6.4Mhz wide 64QAM upstream centered on 29.1 Mhz available in your area, which your D2 modem can use, is problematic at times, although the modem logs usually reflect more errors in those cases...
--
If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes.


Name Game
Premium
join:2002-07-07
Grand Rapids, MI
kudos:7
reply to Mele20

Click for full size
do you have xp doing your dns ?
»www.mediacollege.com/computer/ne···dns.html
and you know about this..
»support.microsoft.com/kb/320760

or do you have your router do it link this..
»forums.techguy.org/tech-tips-tri···ter.html
--
Gladiator Security Forum
»www.gladiator-antivirus.com/

Mele20
Premium
join:2001-06-05
Hilo, HI
kudos:5

XP handles DNS and I set up the order of DNS servers in XP. DNS Client Service has been disabled in Services since I got XP in 2003. I set up XP then using Black Viper and Eldergeek. Set it up the same way on the XPS 600 that was my second XP computer. I never needed to do that Microsoft fix because I have that service disabled.

I change DNS servers periodically in XP, not the router, according to GRC's DNSBenchmark (the long ...about 45 minutes...test) to find the best DNS servers at the current time. I was a beta tester during the entire time Steve was developing DNSBenchmark. I had a lot of fun.

I also use Google's DNS benchmark to find the best current DNS servers. While Oceanic's or Hawaii RR's (they are different) are always tops, because they are in Honolulu, and all others are on the Mainland with much higher ping times 68ms as opposed to local DNS servers at 16ms, sometimes I need to change the 3rd, 4th, 5th and 6th DNS server as I choose the fastest and most accurate (especially during prime usage hours) of the available Mainland servers that are not a no-no because they redirect, force ads, etc.

This has nothing to do with my problems. The DNS servers are not affecting the download/upload speeds on quality speed tests or the false advertising from Oceanic regarding PowerBoost on 15/1. Also, what DNS servers I choose to use has nothing to do with the periodic problem I have had all these years I have had Oceanic RR and the modem tripping off line. Oceanic CSR told me the other night, and also the last time they were out to fix the same problem (node problem every time), that SB 5100 should have zero problems on any speed level below 20/2 and that there is no reason to move to a DOCSIS 3 modem (they are moving NO ONE) unless I upgrade to 20/2. Oceanic wanted to force users to have only DOCSIS 2 modems on even that speed, and allow DOCSIS 3 ones only on 30/5, and 50/5, but TWC corporate intervened and told them to issue Surfboard DOCSIS 3 modem for all on 20/2 and keep 15/1 , 10/1 and below on DOCSIS 2 modems most of which are not Surfboards.
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson

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