Hello, I'm new here.
I'm going to try to be as detailed as possible. It's going to be quite long.
I've had TWC since roughly February of this year, we had no cable installed prior to this in my home, we got a new line run to the house and everything was up and running 100%, ping was 19ms to about 25ms, Download speed went from as high as 34Mbps to about 8Mbps, upload was pretty steady at 1Mbps. I want to say the issues really started around the end of September beginning of October. Service has actually been pretty fantastic prior to the issues starting. I might have to restart the cable modem once a month prior to the real issues.
When the issues started it was constant connection timeouts, DNS server issues, phone service getting cut off, in general real bad connection. Restarting the modem would fix this, every time I'd do it I'd run a speed test and it'd give me great results. So I figured the real issue was the modem dying (DPC2100). I called TWC and asked for a replacement (Cisco DPX/EPX2203C) which I picked up later that night and installed my self. Phone service on this modem wouldn't work without a technician coming out to run something to get it working, so we had no phone for 3 days. During this time the modem still had issues which I thought might be fixed once the guy came out to get the phone working. Well that's not the case and I was on the phone a day later, this time I wanted to talk to a Tier 3 support, which I did, they ran some diagnostics which turned up nothing, they asked if I had a Router installed and how old it was, I gave them everything about it, a year and a half old, Netgear Model WNDR3400, they said I should replace it because it was old by their standards. So I did with a 120.00 dollar router. Still had issues with both routers tried one or the other. Called them back, They asked if I had the router and modem plugged into a power bar, I did, it has a surge-protector on it, I wanted to keep them safe, now they are plugged directly into the wall.
Still issues just less often (once a day instead of 3 times of resetting the modem) so I called again, they are coming back out to check the lines, guy comes over and tells me the line to the street is a thin line run too far a distance. He replaces it with a line about 3 times as thick. He also replaces the modem with a (Arris TG862). He tells me the modem I had was refurbished and didn't seem to be working right, he mentioned the light on the modem for when the phone is in use is always blinking even if the phone is not in use.
So now I'm trying to find a program to monitor the connection by pinging Google.com which I figure is always working and working well. I end up finding a program called Pingplotter. I ran the test for 2 days to show to the tech guy coming out to check the connection, he tells me it doesn't matter if the connection can't reach google.com, anything outside of (»speedtest.ohiordc.rr.com/
) is useless as a test. I told him that I ran a speed test on 3 different sites simultaneously, speedtest.net, Pingtest.net and »speedtest.ohiordc.rr.com/
. All reported similar findings in the Ping which went as high as in the 1000 range to as low as 49, Jitter was as high as 700+ and as low as 3. Ping was the only thing I was able to test across the sites, and it was all similar if one site was high ping the other site was too. Packet loss was also shown on pingtest.net it never got higher than 3% though.
So I've been running the ping-plotter program and have had 24 instances of massive packet-loss, this program has been running for the last 72 hours It's been pinging this »speedtest.ohiordc.rr.com/
which is what the tech said is the only one that matters. »i17.photobucket.com/albums/b90/J ··· test.png
»i17.photobucket.com/albums/b90/J ··· 2984.jpg
»i17.photobucket.com/albums/b90/J ··· 2983.jpg
»i17.photobucket.com/albums/b90/J ··· 2982.jpg
you'll notice I didn't run it from the same server in those pictures. I did however run it multiple times from the same server I wanted to show it wasn't limited to one server.
All in all I'm at a loss. I've done everything they said, been on the phone about 6 times to tier 1&2 and about 4 times with Tier 3. I've had a tech out 3 times. Replaced the modem twice and gotten a new router and gotten a new line run to the house.
I'm sorry it's so long it's been quite a ride, I'm hoping someone allot smarter and more knowledgeable than me will be able to point me in the right direction.
Modems in order of use.
Second, Cisco DPX/EPX2203C VoIP Cable Modem
Third, Arris TG862
Things in use on the network. 3 Computers 2 Xbox's 1 Tablet.
Computers OS's are, 2 With 7 x64 and one with XP.