 pchy
join:2002-08-12
Flagstaff, AZ
 ·CenturyLink
 ·CommSpeed
| [Speed] Inconsistent speed Our trouble with internet service has been typical, but became worse after Suddenlink took over from NPG.
The last few days, I am have issues receiving consistent speeds. I can no longer watch a TV show on Netflix in HD without it dropping to SD and even terrible SD at that (last night I could barely make out faces). Today, I can't watch an SD show w/o it buffering ever few minutes. And forget browsing with more than 2 tabs open. Everything crawls to a halt.
I've reset the modem more times that I can remember, added line monitoring and had a tech come out. He redid all our inside/outside connections and splitters, which seemed to improve things, but now I'm having issues again.
Speeds range from 1 Mbs to 11 Mbs, but usually hover between 4 and 6. I believe I received a free upgrade to 15 a few months ago, but I've never seen those speeds.
I'm hoping someone can help clear this up. Even though it's slower, DSL or 4G is looking better if they can deliver consistency.
Thanks |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| I had some issues this AM, so I grabbed a few traces. The speed seems to be back to back to normal now. |
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| reply to pchy
Please repost showing the full trace. I.e. do not hide the first hop. |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| Thank you for the reply. Here are 2 more with the full trace |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| I just experienced a complete shut-down of internet. Internet stopped and the modem reset with all lights blinking. Here is the log from the modem. I cleared the log this AM, so this is just from today.
I'm also attaching some screenshots from the modem config. One is the software and the other is the connection status. Both were taken after the internet came back up this evening.
I received a software upgrade recently, but I don't remember what the previous version was. (I took a screenshot of the old one, but have since emptied the trash).
Thanks for the help. Let me know if there's anything else I can do on my end. |
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| reply to pchy
Looks like there was an SNR problem with the node then. Did you run Pingplotter throughout the night? If so, please send me the sample set. (file -> save sample set). |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| I had a chance to pull the report last night. It is attached. |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| reply to pchy
The i-net was down again when I came home. Resetting the modem seemed to work. Here is an updated log |
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| reply to pchy
The plot you attached is almost flawless. There is 0 packet-loss to your destination. I know that hop 5 shows packet-loss but it is doing so by design. If you see packet-loss in the middle of a trace but it does not carry on to the destination then it is not a problem.
In regards to the outage last night, can you provide me with the times it was down so I can look for a correlating outage? |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| Unfortunately, I don't know what time the outage started last night. I was at work. I reset the modem after I got home, which was around 5:15 - 5:30. All lights on the thing made it seem functional, I could hit the router, but no inet.
And I didn't meant to suggest I knew what I was doing.  Maybe PingPlotter isn't useful. Sometimes the speeds just drop to almost nothing, then jump back to normal range. It acts like someone is hogging bandwidth, but it's not internal. All phones/tablets/computers are turned off when I'm getting this problem.
Incidentally, I had DSL in an apt about 15 miles away. It was successful at getting 10mbs with no disconnects, slow downs, etc. hence my persistence that there's something wrong.
PS - What are the warnings the modem keeps getting? I have 2 more this AM (at least it has the correct time now). |
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| reply to pchy
Pingplotter is great for troubleshooting. Just need to ensure you capture the time frame when you're having the problem. The original Pingplotter that you posted images of showed high latency and packet-loss. I'd like to see the sample set for it or another one that shows similar problems so I can work to isolate it.
The time-outs are a problem and indicate that the modem is having problems staying locked on. This is usually caused by a signal problem. |
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pchy
join:2002-08-12
Flagstaff, AZ | Oh ok. I roughly know the time frame when it's the worst (from about 6p to 10p local). I'll try to run a few PingPlotter sets and attach.
I appreciate the help in narrowing this down. |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| reply to pchy
I started to experience some problems again tonight with Netflix, this time around 9:30 or so. I didn't realize it until websites stopped loading completely, which was around 10:30.
This is about the last :30 mins. I'm leaving it to run overnight and will post the full overnight run tomorrow. |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| reply to pchy
I started to experience some problems again tonight with Netflix, this time around 9:30 or so. I didn't realize it until it stopped loading completely, which was around 10:30, so I started running a report.
This is about the last :30 mins. I'm leaving it to run overnight and will post the full overnight run tomorrow. |
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| reply to pchy
Can you run a second concurrent plot to the primary DNS server you're using? |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| Sure. Assuming the slow down happens again tonight, I'll run both.
Here is the report from last night. It stopped at 1:30 though b/c the computer went to sleep. |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| reply to pchy
Here are the 2 reports from the concurrent run today. |
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pchy
join:2002-08-12
Flagstaff, AZ Reviews:
·CenturyLink
·CommSpeed
| reply to pchy
Last night the internet was almost unusable. This is the worst it's been since starting this thread. At times, Google News wouldn't load.
I grabbed 3 concurrent Ping reports during the midst of the problem, then let it run all night. It's almost a 12 hour report.
Any luck tracking down the problem? |
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pchy
join:2002-08-12
Flagstaff, AZ | reply to pchy
Typical SuddenLink service. No response after almost a month. |
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jdmm72
join:2002-02-12
Nitro, WV Reviews:
 ·Suddenlink
1 edit | reply to pchy
Surprised at no response? Your node or uplink is overloaded, evidenced by the fact that your connection drops out during peak hours. You are already on DOCSIS 3.0, so that won't fix it. And to actually fix it will cost SL money, as in a node split or extra trunk.
Looking at your last pingplotter stuff, it appears to be on their network, sometimes the node, sometimes further up. I would be willing to bet it is congestion caused by overutilization.
I would do online and telephone complaints, contact Pete Abel on here and maybe even file a BBB complaint if you don't get any immediate resolution. |
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