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Lionel2b

join:2012-11-17
New York, NY
reply to tymoney321

Re: Speedtest fine but huge lag, latency & packet loss in Queens

Also having this problem in NYC, starting on Friday (just in time for the weekend). Called tech support and technician is two weeks away so I'm very tempted to cancel their service for good. Managers still haven't called me back after leaving messages (I'm having separate issues as well).


tymoney321

join:2007-04-08
Flushing, NY

1 edit

25 % packet loss at the moment (»/pingtest/b9b8···/2963010) with my ventrilo ping spiking up to 14,000....This is absolutely ridiculous, but what can we do? I'm at a complete loss. Should I weather the next 2 weeks and show this thread & information to the tech?



Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable

4 edits
reply to tymoney321

I found a solution... get on a VPN service using an OpenVPN client - I'm not kidding.

I also have great speed and ping tests here in Queens, yet the routing that TWCable does is terrible, so I found that by using a quality European VPN I can actually surf USA web sights faster with less intermittent hangups via a good Euro VPN then directly off my pubic IP.

yeah, I know it seems nuts since I'm adding a dozen more hops (also likely to be misrouted by TWCable) to my connection, but try it - you'll see.

locally - low ping - packets dropping



Lionel2b

join:2012-11-17
New York, NY
reply to tymoney321

Mysteriously, everything is back to normal after coming home from work. So it was just Friday through Sunday for my outage.

Hope yours returns back to normal soon!



Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1

Lionel - do you have a Standard plan?
many got a speed boost over the weekend
which may help explain some of this instability
if provisioning guys were messing around with us.


tymoney321

join:2007-04-08
Flushing, NY
reply to tymoney321

My speed tests continue to be great but packet loss and inability to do what I need to do on the internet persists.

I have turbo though so my speeds have not been tampered with.

What is consistent is it absolutely gets horrid around this time of night.

firezlife

join:2012-11-17
Elmhurst, NY

I'm still with you Ty. Browsing it's a non issue, but once I want to start playing a game that requires active steady connection. It all goes downhill. Really ruins any your mood.


Lionel2b

join:2012-11-17
New York, NY
reply to tymoney321

Packeteers I have the Extreme package. Few 1000+ ping spikes tonight but not many, so almost back to normal I should say.



Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable

oh wow, no wonder you're pissed - i'd be too if i was paying for docsis3 and noticeably dropping packets.

word to the wise: i asked a twc tech if going from docsis2 to docsis3 service would improve line consistency,

and was surprised when he said no. all you get is more speed and wider capacity - only quantity, not quality


tymoney321

join:2007-04-08
Flushing, NY

1 edit

I needed the upload for live streaming purposes. TWC is so gimp in upload speeds.


SESnut

join:2000-03-06
Flushing, NY

was doing good today, till about 2 am then this

»/pingtest/562c···/2963343

Expand your moderator at work

firezlife

join:2012-11-17
Elmhurst, NY
reply to SESnut

Re: Speedtest fine but huge lag, latency & packet loss in Queens

Called tech support again for assistance. Computer directly connected to modem and running my pingtest. RR tech asked how long I've been having the issue with the packet drops (since 11/7/12). RR tech couldn't find any packet loss, while at the same time I saw 3 packet drops within 15 lines. She said all she could do is just reset the modem on her end, and to call back again if I see it happen afterwards. She also added that she doesn't think it will occur again....

»/pingtest/94c9···/2963502

That's my recent result.

Expand your moderator at work


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable
reply to firezlife

Re: Speedtest fine but huge lag, latency & packet loss in Queens

wow, you are walking distance from me, and our service quality is like day and night.

here is what i would do in your shoes. ask for a premise visit from a TWCable Tech, NOT an installer. ask him to bring a modem, and agree to pay the monthly lease fee, hide any routers you have and run your pc directly off the modem - this will take your equipment out of the equation.

while the tech is there, let him run his tests and you show him yours. i had a similar issue and changing out my original RCA modem for a Ubee did the trick in stabilizing my connectivity.

once they get it working to your satisfaction, you can later buy/use your own modem and return the leased one. it's really the only way you can properly rule out your own equipment so TWCable can fix theirs - all for only $4.



Jawsinc
Jaws Incorporated

join:2011-01-12
Woodside, NY
reply to SESnut

no i tried. they laugh at you. they dont care really. they got you by the chestnutz and they know it. if you get loud they prob have the big security guard escort you out.

Also, im getting the about 60ms ping a lot lately then, a little while later it will go back to 13. going on for weeks now....


tymoney321

join:2007-04-08
Flushing, NY

2 edits
reply to tymoney321

Well they replaced my modem(charged me too) and checked the connections in my building. It was all futile as the problem still persists. They disregarded anything I had to say. The tech was adamant that there is nothing they could do due my speed tests showing up fine. He also claimed he wasn't seeing any packet loss.

Called back time warner cable after the meeting giving them a mouthful, their response "We can't escalate tickets here, we can only send out techs", call back the tech who was at my house "well there's not much we can do, I'll send an email". FFS! I have no choice but to swap providers.

Any suggestions since FIOS is not available in my area.

»/pingtest/73ba···/2965459



Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable

maybe upgrade to business class cable?

then - they have to provision you better.

if you have a POTs line, get VerizonDSL

last year i had a 5-7m/786 line but at least is was spotless.


tymoney321

join:2007-04-08
Flushing, NY

I think the max I can get on VerizonDSL would be 3.


Lionel2b

join:2012-11-17
New York, NY

I saw you posted on the direct support. What are they telling you there?


SESnut

join:2000-03-06
Flushing, NY
reply to tymoney321

email twcable.help@twcable.com and you will probably get a reply from Stephanie S. Social Media Representative

she will get an actual supervisor to call you


tymoney321

join:2007-04-08
Flushing, NY

4 edits

I am talking to both Time Warner Cable Direct and Stephanie. They are both just asking me to provide updated ping/tracert at the moment. Hopefully it leads to something.

My speed tests have gone to shit with this new modem. Hooray for service calls making things worse.

»speedtest.net/result/2334924877.png
»speedtest.net/result/2334932669.png

I don't know, happened to my upload and download.

Edit:Both Stephanie and TWC Direct (And the tech from my house) all have escalated my issue. Back to normal speedtests and I'm having no problems I just had my first perfect line test - »/pingtest/7397···/2965760

Let's hope that hiccup was them fixing my line and this continues longterm:)

Edit again: spoke too soon problem is back in full force


Lionel2b

join:2012-11-17
New York, NY

Hey tymoney321,

Sorry to hear you're having problems still. I'm in the same boat. Had technician come over today, but changing wires didn't fix it, so Tier 3 is currently looking into my problems.

Hopefully they find something- this has been going on for two weeks. Tough not having a reliable internet to wind down after a long day of work :P