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Ashton

join:2012-10-04

2 edits

Bad latency all week. Help?

I live in Dallas and my internet has been going in and out with a packet loss of up to 74%(according to a rep who has pinged my modem).

I have had 2 technicians come out since then (September 26th).

One checked the lines and said the problem was outside. Next day repairs outside were made.

Issues persisted so I called back and a rep said there was noise in my line. Second guy came and went as it was working during that period and he saw no line problems or latency problems.

Started again almost immediately after the second guy left so I called back. This time a rep says they should have replaced my modem the first time as it is clearly the modem.

So I replace the modem for a brand new one and guess what?

Yup you guessed right.

So here I am asking for help.


Signals






Trace

C:\Users\Ashton>tracert rr.com
 
Tracing route to rr.com [24.28.199.168]
over a maximum of 30 hops:
 
  1    70 ms    17 ms    19 ms  cpe-70-122-192-1.tx.res.rr.com [70.122.192.1]
  2    10 ms    11 ms     8 ms  70.125.216.49
  3    23 ms    30 ms    24 ms  tge3-3.dllatx40-tr02.texas.rr.com [24.175.38.62]
 
  4    16 ms    22 ms    21 ms  be26.dllatx10-cr02.texas.rr.com [24.175.36.216]
 
  5    20 ms    30 ms    22 ms  24.175.49.8
  6    22 ms    22 ms    22 ms  ae-2-0.cr0.hou30.tbone.rr.com [66.109.6.108]
  7    51 ms    70 ms    55 ms  ae-5-0.cr0.dca10.tbone.rr.com [66.109.10.10]
  8    48 ms    65 ms    47 ms  ge-0-0-0.ar0.dca01.tbone.rr.com [66.109.10.76]
  9    45 ms    47 ms    46 ms  66.109.6.125
 10    46 ms    46 ms    47 ms  24.30.192.206
 11     *        *        *     Request timed out.
 12    46 ms    47 ms    49 ms  24-28-199-168.rr.com [24.28.199.168]
 
Trace complete.
 
C:\Users\Ashton>tracert rr.com
 
Tracing route to rr.com [24.28.199.168]
over a maximum of 30 hops:
 
  1   505 ms    14 ms    32 ms  cpe-70-122-192-1.tx.res.rr.com [70.122.192.1]
  2    10 ms     8 ms    11 ms  70.125.216.49
  3    22 ms    22 ms    23 ms  tge3-3.dllatx40-tr02.texas.rr.com [24.175.38.62]
 
  4    57 ms    22 ms    22 ms  be26.dllatx10-cr02.texas.rr.com [24.175.36.216]
 
  5    22 ms    24 ms    21 ms  24.175.49.8
  6    17 ms    23 ms    22 ms  ae-2-0.cr0.hou30.tbone.rr.com [66.109.6.108]
  7    48 ms    49 ms    50 ms  ae-5-0.cr0.dca10.tbone.rr.com [66.109.10.10]
  8    49 ms    47 ms    46 ms  ge-0-0-0.ar0.dca01.tbone.rr.com [66.109.10.76]
  9    47 ms    48 ms    48 ms  66.109.6.125
 10     *        *       45 ms  24.30.192.206
 11    46 ms    48 ms    45 ms  24-28-199-168.rr.com [24.28.199.168]
 
Trace complete.
 
C:\Users\Ashton>tracert rr.com
 
Tracing route to rr.com [24.28.199.168]
over a maximum of 30 hops:
 
  1    53 ms    44 ms    28 ms  cpe-70-122-192-1.tx.res.rr.com [70.122.192.1]
  2     8 ms    13 ms    10 ms  70.125.216.49
  3    19 ms    47 ms    22 ms  tge3-3.dllatx40-tr02.texas.rr.com [24.175.38.62]
 
  4    25 ms    19 ms    22 ms  be26.dllatx10-cr02.texas.rr.com [24.175.36.216]
 
  5    22 ms    22 ms    22 ms  24.175.49.8
  6    23 ms    24 ms    21 ms  ae-2-0.cr0.hou30.tbone.rr.com [66.109.6.108]
  7    53 ms    70 ms    46 ms  ae-5-0.cr0.dca10.tbone.rr.com [66.109.10.10]
  8    48 ms    47 ms    52 ms  ge-0-0-0.ar0.dca01.tbone.rr.com [66.109.10.76]
  9    47 ms    45 ms    47 ms  66.109.6.125
 10    65 ms    46 ms    47 ms  24.30.192.206
 11    47 ms    46 ms    45 ms  24-28-199-168.rr.com [24.28.199.168]
 
Trace complete.
 
C:\Users\Ashton>tracert rr.com
 
Tracing route to rr.com [24.28.199.168]
over a maximum of 30 hops:
 
  1    28 ms    31 ms    22 ms  cpe-70-122-192-1.tx.res.rr.com [70.122.192.1]
  2     9 ms    11 ms    11 ms  70.125.216.49
  3    22 ms    21 ms    23 ms  tge3-3.dllatx40-tr02.texas.rr.com [24.175.38.62]
 
  4    24 ms    22 ms    22 ms  be26.dllatx10-cr02.texas.rr.com [24.175.36.216]
 
  5     *       26 ms    21 ms  24.175.49.8
  6    21 ms    23 ms    22 ms  ae-2-0.cr0.hou30.tbone.rr.com [66.109.6.108]
  7    49 ms    53 ms    55 ms  ae-5-0.cr0.dca10.tbone.rr.com [66.109.10.10]
  8     *       46 ms    47 ms  ge-0-0-0.ar0.dca01.tbone.rr.com [66.109.10.76]
  9     *       45 ms    46 ms  66.109.6.125
 10     *      103 ms    65 ms  24.30.192.206
 11    48 ms    47 ms    46 ms  24-28-199-168.rr.com [24.28.199.168]
 
Trace complete.
 

Ping

C:\Users\Ashton>ping google.com -t
 
Pinging google.com [74.125.227.6] with 32 bytes of data:
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.227.6: bytes=32 time=1647ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=472ms TTL=50
Reply from 74.125.227.6: bytes=32 time=39ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=34ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.227.6: bytes=32 time=71ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=34ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=44ms TTL=50
Reply from 74.125.227.6: bytes=32 time=45ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=2328ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=41ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=39ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=40ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=39ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=2087ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=34ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=34ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=58ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=34ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=60ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=41ms TTL=50
Reply from 74.125.227.6: bytes=32 time=39ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=57ms TTL=50
Reply from 74.125.227.6: bytes=32 time=34ms TTL=50
Request timed out.
Reply from 74.125.227.6: bytes=32 time=43ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=38ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=37ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=35ms TTL=50
Reply from 74.125.227.6: bytes=32 time=36ms TTL=50
 
Ping statistics for 74.125.227.6:
    Packets: Sent = 113, Received = 94, Lost = 19 (16% loss),
Approximate round trip times in milli-seconds:
    Minimum = 34ms, Maximum = 2328ms, Average = 105ms
Control-C
 

:(


Gir

@swmed.org

Your upstream worries me and you have a lot of uncorrectable on your downstream.

Do you leave at or near 75208? I ask because I have had a lot of trouble with my connection around the same time your issues started but my connection varies from normal to horrid through out the day.

Also, it would not hurt to double check your splitters (if any) and make sure your cables are attached nice and tight to your modem and splitters (if any). I know you said a few techs have stopped by but I have learned to double check everything when they leave because they sometimes miss stuff.

do you live in a home or apt?


scififan68

join:2010-10-02
Fremont, NE

I'm really surprised QAM64 is working at 56dBmV, I thought its max was 53 or 54, but I guess it depends on the plant and modem, but yeah your modem shouldn't even be working at that level, so yeah the upstream is the cause of the packet loss your seeing. But whats causing the noise, I can't be sure.


Ashton

join:2012-10-04
reply to Ashton

Yeah I've double checked everything, currently a splitter TWC installed that splits to my cable box and modem. I removed that thinking maybe it was a bad splitter but no luck.

Not sure on the models but I traded in an Assis for Ubee both D3.0 WIFI/Telephone modems if that helps.

Not sure what all the reps can see but I went through 3 that said everything signal wise looked fine to them although they are seeing the packet loss today and ended up getting a "in house tech" to come out Saturday.

I live in the 75038 area right by DFW airport. Is there anything else I might try to get this thing working? Checked all connections and they seem fine.

Starting to think this latency issue is something bigger considering what I've seen Xbox Live post although it doesn't seem all customers are affected.

Could this be due to the Sun/Satellite issue? Automated message when I called only talked about a short time each day and it only affecting TV Oct. 1-10 which I've had this problem since last Thursday.

All HD boxes are working fine as is On Demand.


Ashton

join:2012-10-04

All is working fine now and the US is 48.0 dBmV.

Guess it as as you guys said, is there something I can do to try to fix this when it is on the fritz?

A few seconds after this post hit 53.2 and wouldn't do anything again.


BJR

join:2012-10-04
Dallas, TX

I have a SBV5220 for my telephone and a SBG6580 for internet. i have heard a lot of bad things on the ubee.

on the other hand, there may be nothing wrong on your end and it will come back to normal when it, TWC, feels like it.

happened to me a year ago. i replaced my wires, splitters, spent hundreds and the problem was still there and techs would scratch their head and say all was a-ok. then out of he blue, it worked.

the customer is pretty much left to their own devices. i could tell you some horror stories of what i had to put up with from AT&T.


Ashton

join:2012-10-04

I've been running fine for 7 months no issues not sure if its the modem as both modems I have used were brand new when I got them.

Also my US changed 8 hours ago to 4 channels and it has been at a steady 50 with the issue still persisting DS has not changed at all.


BJR

join:2012-10-04
Dallas, TX
reply to Ashton

interesting, too much of a coincidence. I don't recall any hiccups with my area got the 3 extra US channels but my modem went nuts after they pushed the new firmware.

my connection has been steady for 2 whole days now after almost 2 weeks of hair pulling. this coincided with the extra US channels and the new firmware. tech support said everything was fine and blamed my computers/equipment/lines/me.

my US is also at 50 and it was at 52 when i had a single channel. given what I have experienced, the problem is at TWC's end but good luck getting them to admit it or find it.


Ashton

join:2012-10-04

Yeah everything looks fine signal wise now although I'm still getting high ping/packet loss.

Looking at event log seems I'm failing to retrieve an upgrade to the software?

Fri Oct 05 14:15:26 2012 Fri Oct 05 14:15:26 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Oct 05 13:06:32 2012 Fri Oct 05 13:06:32 2012 Error (4) SW upgrade Failed before download -TFTP Max Retry Exceeded
Fri Oct 05 13:06:03 2012 Fri Oct 05 13:06:03 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Oct 05 13:04:59 2012 Fri Oct 05 13:04:59 2012 Notice (6) SW Download INIT - Via NMS
Fri Oct 05 13:04:06 2012 Fri Oct 05 13:04:06 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Oct 05 13:03:58 2012 Fri Oct 05 13:03:58 2012 Notice (6) TLV-11 - unrecognized OID;CM-MAC=90:6e:bb:b5:54:e8;CMTS-MAC=0...
Fri Oct 05 13:03:56 2012 Fri Oct 05 13:03:56 2012 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=90:6e:...
Fri Oct 05 13:03:56 2012 Fri Oct 05 13:03:56 2012 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=90:6e:...
Fri Oct 05 13:03:54 2012 Fri Oct 05 13:03:54 2012 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Fri Oct 05 13:03:37 2012 Fri Oct 05 13:03:37 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Oct 05 10:34:04 2012 Fri Oct 05 10:34:04 2012 Error (4) SW upgrade Failed after download - SW File corruption
Fri Oct 05 10:33:39 2012 Fri Oct 05 10:33:39 2012 Notice (6) SW Download INIT - Via NMS
 

BJR

join:2012-10-04
Dallas, TX

lol, it looks just like my erro log

it took a few hard power cycles for the the firmware to download and upgrade.

pull the cord and wait 30 seconds and then reconnect. it will then go through its dance and the update.

do you use your own wireless ruter?


Ashton

join:2012-10-04

1 edit

Actually might be fixed now or going through an nice episode.

SW finally updated it seems.

Yes I use a Linskys flashed with DDWRT.

Edit: NVM not fixed. -_- Lol this really is hair pulling. Rep told me to call back when it is all resolved for an adjustment.


BJR

join:2012-10-04
Dallas, TX

I use my own too and have the wireless on the modem disabled but the new firmware turned it back on even though I still had it disabled in settings. it was not until i cahged the SSID, and only that, that the wireless light turned off. the modem was not broadcasting or anything but the wireless light was on and went away after changing the SSID. I don't know if it is related or not but shortly after that my troubles went away and it will almost be 3 days since my issue.

but yea, your log is a mirror image of mine.


Azrail

join:2011-07-14
Woodside, NY
reply to Ashton

Got the same problem since September, and fixed 2 weeks ago.
If the tech come, let him test out the latency around the cable hub which in the top of the telegraph pole.
If there is any latency, let him get the plant tech come to fix.


Ashton

join:2012-10-04

Exactly as you said, now have to wait 1-2 days for someone else to fix it.


Azrail

join:2011-07-14
Woodside, NY

So annoying. My problem was back today.