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Cjaiceman
Premium,MVM
join:2004-10-12
Parker, CO
kudos:2

[Connectivity] Very high ping and packet loss on business 50/10

Click for full size
Click for full size
So for about 2 months now just about every day between 5pm and midnight I will get a 5-10 minute period where the ping skyrockets and I get a huge amount of packet loss, which causes even basic IM programs to disconnect. Skype = useless, IRC = disconnected, any web traffic is gone, LogMeIn goes into a hissy fit, my company VPN just drops.

I've had several tech visits to check the line and they say that they can't find anything wrong.

I've replaced my SB6120 with a new SB6121, but that did not help at all. I also have a backup Arris modem that does load balancing, and it has issues as well at the same time.

I've directly connected to both modems while this is going on and I get the same thing, so I can rule out it is not on my network, and changing out my main modem, and having my backup modem do the same thing I can rule out the modem as well.

It has to be something further upstream that is causing it, as far as I can tell. There are also no errors in the modem logs while this happens or after it happens.

Here is a ping log from when it happens, then just goes back to normal:

Request timed out.
Reply from 74.125.225.177: bytes=32 time=785ms TTL=55
Reply from 74.125.225.177: bytes=32 time=2925ms TTL=55
Reply from 74.125.225.177: bytes=32 time=15ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=268ms TTL=55
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=61ms TTL=55
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1270ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1871ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=773ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1096ms TTL=55
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=2089ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=16ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=69ms TTL=55
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=636ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=761ms TTL=55
Reply from 74.125.225.177: bytes=32 time=232ms TTL=55
Reply from 74.125.225.177: bytes=32 time=2099ms TTL=55
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=2598ms TTL=55
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=2277ms TTL=55
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=148ms TTL=55
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1406ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1654ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1496ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1015ms TTL=55
Reply from 74.125.225.177: bytes=32 time=15ms TTL=55
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=382ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1106ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=2192ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1197ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=14ms TTL=55
Reply from 74.125.225.177: bytes=32 time=2104ms TTL=55
Reply from 74.125.225.177: bytes=32 time=17ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1880ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=14ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1260ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1067ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1216ms TTL=55
Request timed out.
Request timed out.
Reply from 74.125.225.177: bytes=32 time=107ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=474ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1038ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=430ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1607ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1790ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=2312ms TTL=55
Reply from 74.125.225.177: bytes=32 time=17ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1389ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=24ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=18ms TTL=55
Reply from 74.125.225.177: bytes=32 time=28ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=1034ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=2365ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=207ms TTL=55
Reply from 74.125.225.177: bytes=32 time=2533ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1815ms TTL=55
Reply from 74.125.225.177: bytes=32 time=9ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1598ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=17ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=9ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=23ms TTL=55
Reply from 74.125.225.177: bytes=32 time=14ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1600ms TTL=55
Reply from 74.125.225.177: bytes=32 time=15ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=9ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=34ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1374ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=2326ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Request timed out.
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1443ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=15ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=15ms TTL=55
Reply from 74.125.225.177: bytes=32 time=27ms TTL=55
Reply from 74.125.225.177: bytes=32 time=15ms TTL=55
Reply from 74.125.225.177: bytes=32 time=24ms TTL=55
Reply from 74.125.225.177: bytes=32 time=20ms TTL=55
Reply from 74.125.225.177: bytes=32 time=17ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=14ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=26ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=27ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=1737ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=29ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=500ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=9ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=14ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=15ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=11ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=12ms TTL=55
Reply from 74.125.225.177: bytes=32 time=14ms TTL=55
Reply from 74.125.225.177: bytes=32 time=17ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
Reply from 74.125.225.177: bytes=32 time=13ms TTL=55
Reply from 74.125.225.177: bytes=32 time=10ms TTL=55
 
Ping statistics for 74.125.225.177:
    Packets: Sent = 293, Received = 236, Lost = 57 (19% loss),
Approximate round trip times in milli-seconds:
    Minimum = 9ms, Maximum = 2925ms, Average = 287ms
 

--
TorDek: "DSLR... Here, were not just experts... were also vindictive bastards..." ;)

av9116

join:2001-12-17
South San Francisco, CA

Re: [Connectivity] Very high ping and packet loss on business 50

Upstream power levels seems high.


ExoticFish

join:2008-08-31
Stuarts Draft, VA

It's not out of spec by any means.



Johkal
Cool Cat
Premium,MVM
join:2002-11-13
Happy Valley
kudos:10

In my opinion, that's where I like to see it.



flwpwr

@comcast.net
reply to Cjaiceman

Can you ping either modem directly off the 192.168.100.1 IP? This will help you figure out if its on the Ethernet side of the modem or the coax side, if you get the same results to 192.168.100.1 its on your side, since you have replaced the modem and have two different ones, you can deduce it is something in your network doing it, if it does not show then you have something wrong with the coax side.



Cjaiceman
Premium,MVM
join:2004-10-12
Parker, CO
kudos:2

Yes, I am able to ping the modem and pull up the status page while I am having issues. Those signal levels were taken at the same time the ping was being run, and there are no entries in the modem logs from any time when I'm having the issues...

EDIT: I was also able to get the same issues directly plugged into the modem while it was doing it with my laptop, bypassing everything on my network.

--
TorDek: "DSLR... Here, were not just experts... were also vindictive bastards..."


harald

join:2010-10-22
Columbus, OH
kudos:1
reply to Cjaiceman

This could be as simple as a loose connection somewhere between you and the pole/tombstone.

Another possibility is interference from something in your house or neighborhood.

Both pretty miserable things to troubleshoot.



Cjaiceman
Premium,MVM
join:2004-10-12
Parker, CO
kudos:2
reply to Cjaiceman

Well, got the new 1.0.6.8 firmware for my modem, and no change... still does it.



Cjaiceman
Premium,MVM
join:2004-10-12
Parker, CO
kudos:2
reply to Cjaiceman

Click for full size
Very interesting... I found something when it did it again. Looks like one up the upstream channels is having issues...

Edit - I also removed the ARRIS modem and splitter. This is the signal levels straight from the drop feed, so splitters at all (no TV service, internet only).
--
TorDek: "DSLR... Here, were not just experts... were also vindictive bastards..."