Topic 'Re: Speedtest fine but huge lag, latency & packet loss in Queens' in forum 'Time Warner Internet Services' - dslreports.com

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

Sat, 01 Dec 2012 14:38:42 EDT

Lionel2b posted : 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

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

Tue, 27 Nov 2012 08:13:33 EDT

tymoney321 posted : 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

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

Mon, 26 Nov 2012 22:13:49 EDT

SESnut posted : 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

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

Mon, 26 Nov 2012 19:09:37 EDT

Lionel2b posted : I saw you posted on the direct support. What are they telling you there?

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

Mon, 26 Nov 2012 17:58:54 EDT

tymoney321 posted : I think the max I can get on VerizonDSL would be 3.

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

Mon, 26 Nov 2012 17:31:19 EDT

Packeteers posted : maybe upgrade to business class cable?

then - they have to provision you better.

if you have a POTs line, get VerizonDSL :uhh:

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

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

Mon, 26 Nov 2012 13:41:39 EDT

tymoney321 posted : 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

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

Tue, 20 Nov 2012 19:20:08 EDT

Jawsinc posted : 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....

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

Tue, 20 Nov 2012 17:27:46 EDT

Packeteers posted : 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.

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

Tue, 20 Nov 2012 15:43:38 EDT

firezlife posted : 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.

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

Tue, 20 Nov 2012 02:10:00 EDT

SESnut posted : was doing good today, till about 2 am then this

»/pingtest/562c···/2963343

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

Tue, 20 Nov 2012 00:43:48 EDT

tymoney321 posted : I needed the upload for live streaming purposes. TWC is so gimp in upload speeds.

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

Mon, 19 Nov 2012 23:27:00 EDT

Packeteers posted : 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 :huh:

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

Mon, 19 Nov 2012 22:32:07 EDT

Lionel2b posted : Packeteers I have the Extreme package. Few 1000+ ping spikes tonight but not many, so almost back to normal I should say.

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

Mon, 19 Nov 2012 22:17:42 EDT

firezlife posted : 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.

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

Mon, 19 Nov 2012 19:44:55 EDT

tymoney321 posted : 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.

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

Mon, 19 Nov 2012 19:40:45 EDT

Packeteers posted : 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.

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

Mon, 19 Nov 2012 18:42:13 EDT

Lionel2b posted : 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!

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

Mon, 19 Nov 2012 13:47:48 EDT

Packeteers posted : 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

[att=1]

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

Sun, 18 Nov 2012 19:13:50 EDT

tymoney321 posted : 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?

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

Sun, 18 Nov 2012 15:01:24 EDT

Lionel2b posted : 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).

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

Sun, 18 Nov 2012 10:46:57 EDT

mikeurl posted :

said by SESnut:

With that being said, does anyone think if I went down to the TW store and bitched in person it would make a difference? At the very least I wouldn't be talking to some outsourced moron reading out of a manual.

I've had two modems go bad. When they go bad it was clear in both cases that the modem signal levels were going crazy. If your modem levels are fine and if you're running a line test on dslreports and finding broken hops that strongly indicates a network problem outside your local connection.

As far as I know there is no easy way to get to someone who can explain why a consistent 5 to 100% packet loss on a specific hop is not a problem. I mean, that is the frustration right?

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

Sun, 18 Nov 2012 02:35:47 EDT

tymoney321 posted : I don't mean to offend. I am referring to this forum »Time Warner Cable Direct

Anyway just had my first test where everything passed. wonder how long this will last

»/pingtest/4869···/2962744

If SESNut's is any indicatation, any moments of bliss is likely temporary.

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

Sun, 18 Nov 2012 00:41:47 EDT

SESnut posted : nope, spoke too soon

IT'S LAGGING AGAIN

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

Sat, 17 Nov 2012 22:55:17 EDT

SESnut posted : hrm

I just got disconnected and it looks like I stopped lagging for now.

Speedtest also shows the new 15mbps download speed.

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

Sat, 17 Nov 2012 22:07:40 EDT

SESnut posted : The only reason I say it's not the line is because you can see the signal to noise ratio and signal power on the modem status page and I'm assuming the tech sees the same thing when they run a line test, which means the wiring is good.

Look at this ping test; just awful
»/pingtest/a582···/2962683

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

Sat, 17 Nov 2012 21:55:56 EDT

firezlife posted : The separate ones for modem / phone was what I use to have before the switch into the 2 in 1 on the 14th. Had that modem for about 5ish years? All the problems I had before with ping drops and lag were always due to the lines. Somehow water seeped in, connections were loose outside the house, or lines were just bad. I seem to always have some sort of issue 2-3 times every year requiring support. All the times I've had to have techs come out to repair wires, they all said that the wiring on the entire block is just horrible and really needs to fixed up. That will of course never happen...

This new issue with the outside cable wires leading to modem pinging perfectly fine according to tech support, but pinging from modem to PC's having drops is a completely new issue. When the tech told me it has to be something wrong with my computers. I almost believed her, but then I tested it with my friend's laptop who lives in another Borough and has had 0 issues at his home mysteriously gets the same issues when I connect it at my house. I'm going to have to go with it's not my fault. I'm running the tests with direct connect to the modem, no router. Testing between a couple just bought, brand new ethernet cords too.

Only semi solution I can come up with at the moment is to keep calling tech support every day.

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

Sat, 17 Nov 2012 21:37:58 EDT

hobgoblin posted : Thanks....

Hob

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

Sat, 17 Nov 2012 21:27:16 EDT

tymoney321 posted : Alright. The Router is only there because instead of a 2 in 1 modem they gave me a seperate one for phone / internet. But I redid the tests for with the router and without it. Today things are slightly better but still pretty bad.

»/pingtest/97c9···/2962657 - With

»/pingtest/3537···/2962665 - And without

Seems to get worse as the day progresses as it was okay( not perfect »/pingtest/ca68···/2962585) in the afternoon but abysmll at the moment.

I share in the rage toward TWC @ this. There seems to be no getting through to them. Verizon was alittle easier to deal with and had better support @ dslreport's direct forum. I hope fios is available in my area soon.

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

Sat, 17 Nov 2012 21:18:34 EDT

SESnut posted : Can someone tell me what could be happening on twc's end that causes these network problems?

I opened up a worldwind of rage on tech support a moment ago. No matter what I said or how many times I tried to tell them it was their fault, he just wanted to run the stupid troubleshooting steps. And when I asked him what the tech would do when he came to my house, he basically said that he would check all the stuff that I just checked. REALLY?

I HAVE TO WAIT A WEEK FOR A TECH TO COME BY AND DO THE SAME STUFF THAT I JUST DID. WHAT GOOD IS THAT?

With that being said, does anyone think if I went down to the TW store and bitched in person it would make a difference? At the very least I wouldn't be talking to some outsourced moron reading out of a manual.

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

Sat, 17 Nov 2012 17:41:23 EDT

bluepoint posted : Many from Queens already moved on to FIOS. These problems are normal to the area.
»[TWC] NYC Slow Speeds
»[TWC] NYC - Slow Speeds, Part 2

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

Sat, 17 Nov 2012 17:09:00 EDT

SESnut posted : reading this threading makes me so mad.

I realize that most users are clueless to this stuff, so they go with the lowest common denominator, but if you know it's not you, there is no goddamn way to tell them its THEM.

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

Sat, 17 Nov 2012 16:59:09 EDT

Nick21 posted : Yeah and how do you know if they have 20 upload channels? I have four now. Thanks.

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

Sat, 17 Nov 2012 15:39:14 EDT

tonyram57 posted :

said by Nick21:

They always say it's on your end. I experienced all this hoopla last year, after I ruled out my PC by trying a second one on my line, they then said an equip issue. They blame everything but the network/node until you've exhausted everything. I even got rewired and a new PoE, then finally they put a ticket for the node.

Tell me about it. I had major connection problems starting in the end of August from the connection going dead but the modem lights showed normal to sudden slow upload speeds. They say there is no problem in the area. Had a tech come and ran a new cable line it was fine for a week and a half then started with the slow connection. Swapped my modem six times and then bought my own.

Telling me to connect the modem directly to my PC which did not work unless I rebooted the modem then it was fine. One moron even said to leave my PC connected to my modem for a week and I told him that I can't do that as I have other computers and devices hooked up. Then they will sometimes admit there was a problem in the area. This was all before the hurricane.

What they finally told me after talking to these outsourced morons is that they were doing major work in my area. They increased the download and upload channels as before there was only four and now there are twenty upload channels. So far it has been good this month.

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

Sat, 17 Nov 2012 15:33:15 EDT

mikeurl posted : tenge18-10-nycmnyk-c409.nyc.rr.com is the hop giving me trouble too.

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

Sat, 17 Nov 2012 12:30:12 EDT

Nick21 posted : They always say it's on your end. I experienced all this hoopla last year, after I ruled out my PC by trying a second one on my line, they then said an equip issue. They blame everything but the network/node until you've exhausted everything. I even got rewired and a new PoE, then finally they put a ticket for the node.

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

Sat, 17 Nov 2012 11:32:52 EDT

firezlife posted : I'm having about the same issues are you Ty. I've been receiving random packet drops throughout the day since 11/7/12. Anywhere from 1-5% packet loss from a full 24 hour ping -t.

I've had a tech come out on ther 14th and he thought it was due to the first generation cable modem I have from TW. He replaced it, but the issue is still ongoing. I called tech support this morning and it was escalated to the level 3 support. She had me connect the modem directly to the PC and ran a test. She said that there was no loss from the cable to the modem, but she was seeing occasional loss from modem to PC. I've even replaced the ethernet cable just to make sure it wasn't the cable. She said it must be something wrong with my PC's.

Since then I've tested on a friend's laptop who lives in Brooklyn that came over (I live in Elmhurst, Queens). Still receiving packet loss. I'm completely stumped at this point on what I can do.

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

Sat, 17 Nov 2012 10:44:59 EDT

hobgoblin posted : Can you pull the router out and try again?

Hob

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

Sat, 17 Nov 2012 08:35:18 EDT

tymoney321 posted : Heres what I got.

If I try to use ventrilo my voice comes out so late or it's delayed or lagged. When I play games my skills come out extremely slow and occassionally everything is frozen. I also have reformatted this PC today with a fresh install of windows and the problem persists. I also have a secondary laptop which also has issues, this is a wired connection btw.

Speed tests are normal though which is making it difficult to communicate with TWC.

»www.speedtest.net/result/2313728689.png

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

Sat, 17 Nov 2012 08:33:14 EDT

hobgoblin posted : Can you post some of the said traceroutes?

Hob

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

Sat, 17 Nov 2012 08:15:50 EDT

tymoney321 posted : I am getting solid speedtest @ rated speeds but absolutely fail a line quality test (besides my hop) and getting packet loss with pinging, tracerts resulting in an inability to use VOIP without lag or play games.

Anyone with similar issues or advice on how to get this resolved? TWC is insistent on wasting my time by sending out a technician 2 weeks from now... How can I get them to be aware that the problem is not on my end without waiting a goddamn month?