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rockrock

join:2012-06-11
Duluth, GA

[Speed Issues] Bad packet loss with traceroutes, pings, etc - Du

I am in Duluth, GA and have experienced packet loss that has gotten progressively worse over the past few weeks - to the point the Internet is unusable most of the time.

There appears to be some serious problems somewhere in the Charter network if I am reading this right. Check out these screen-shots of traceroutes, etc:

First, the charter speed-test won't even start at various times:
»www.subrofirm.com/slow/slow3.png

Check out the packet loss during this time:
»www.subrofirm.com/slow/slow7.png

Here is a timeout on the first hop:
»www.subrofirm.com/slow/slow4.png

Here are other tracert's when I am experiencing problems:
»www.subrofirm.com/slow/slow5.png
»www.subrofirm.com/slow/slow2.png
»www.subrofirm.com/slow/slow.png

The past week, off the chart packet loss. I can believe there isn't a complete revolt among Charter customers - do these traceroute's prove the problem is somewhere on Charter's line or am I the one that is confused?

I guess my question is:

1) Is this a Charter problem and do the Trace route's prove this

2) If the answer to #1 is yes, how do I get someone in a position to fix it?

3) If this answer to #2 is no, WTF is going on and why am I experiencing this packet loss? The problems are so bad the Internet is basically unusable for much of the time. I can't imagine other customers are experiencing this because they would have to be revolting. This is not normal behavior.

kruser
Premium
join:2002-06-01
Eastern MO

1 edit

Re: [Speed Issues] Bad packet loss with traceroutes, pings, etc

Those results could all be considered normal as many routers along the path will not always return a result if they are busy doing their real job of routing true traffic.
Tracert traffic is considered a very low priority.

What do your modems upload and download signal stats look like?
You should be able to see them at 192.168.100.1 as long as you don't have one of the modems where they lock you out of even the stats pages.
The modem stats may show a better reason for your problem if your signal levels are out of spec.

It could be something you can fix depending on where in the cable line your modem is hooked up. You basically don't want any splitters before the modem and if you do need one for TV, the modem would be hooked to the 1st splitter and then any other splitters needed for other TV's would be off the other tap of the 1st splitter.

edit: I forgot to add that I had a similar issue like yours a while back where speed tests would not run and when they did, they showed horrible or no upload speeds but download was fine.
It turned out being a crappy amplifier someone had installed in their home that was flooding the cable lines with pure noise. That home was on the same side of the node that feeds my place so it wiped out everyone.
That's one reason amplifiers are not always a good idea as cheap ones can effect many users.
If you ever need one, you are better off letting Charter try and adjust the signal levels before they hit your place so you don't need an amp.
When I had the problem, it did require a tech to come out and isolate where the noise was coming from.

rockrock

join:2012-06-11
Duluth, GA
Kruser,

Thanks for the quick reply. Here is a screenshot of simultaneous pings to google and my router, telling me the problem is not on my internal network:

»www.subrofirm.com/slow/slow8.png

Trying to access the modem asks me for a username and password. It is a Cisco DPC3010 DOCSIS 3.0 Cable Modem

I tried "admin / password" but that didn't work and have no idea what the username / password might be.

Do my ping's prove the problem is somewhere either in the cabling coming into my house and/or before it gets to my house?

Thanks again

kruser
Premium
join:2002-06-01
Eastern MO
I'm no expert in these things but I do find it strange that pings to your own router show delays above 1ms. I assume that is an indication that you are connecting to your router over wireless.

One thing you could try is a direct ethernet cable connection to your router and turn off the wireless in your computer to make sure it is using the hardwired connection.

My routers have always shown 1ms pings and 1ms when going via wireless.

You might also try searching the forum here and see if you can find the password username combo that will get you into the DPC3010. I'd swear I just read a thread about that very same thing the other day. Some had luck and some did not. I guess it could vary by area as to what Charter uses.
In the least, a call into tech support should tell you your signal levels without too much hassles with the phone support goons.
I'd imagine you could even do it over their live chat when that is online if you don't feel like calling them which I would not blame you!
That may be better as then you can copy and paste their reply here so someone that knows this stuff better may be able to help you more than I can. There is one upload side stat that you cannot see anyway from any modem. They can only see that one from their side. I forget which one it is but I think it is the Upload power level or SN level.

One other thing I can think of that maybe you can try pretty easy depending on your hookup is to hook the DPC3010 right to the cable where it enters your place. Basically unhook everything else and screw the coax straight to your modem and reboot your router and then try your tests again. It's important that you use the coax right where it first comes inside as long as there are no outdoor splitters. That should rule out a wiring problem inside your place if the problem remains. If the problem does go away, then something in your inside wiring is the problem.

If you just have internet, make sure there are no splitters between the modem and the point the cable enters your residence. There could be some if this is an apartment or something leftover from someone before you.

Without being able to see the signal levels from the modem makes it hard to tell if you are helping but with your problem, it should be obvious if things start working after you bypass everything else inside.

I'm out of ideas but hopefully you can try a direct connection from your modem and the point where the coax enters your place.
Also use a hardwired connection between your computer and the router if using wireless if you have a ethernet cable laying around. That will rule out a wireless problem between the router and computer.

Good luck and do report back with your findings if you can do any of the tests!

rockrock

join:2012-06-11
Duluth, GA
Kruser,

The last set of pings were from my wireless, but all the other tests were done via hard link, through the router. I have a service call scheduled but intermittent problems can be hard to duplicate. I am however confident this problem will persist while the tech is here, but I am not optimistic they will fix it.

Here are the signal numbers from the modem

Power Level: Signal to Noise Ratio:
Channel 1: 2.2 dBmV 41.7 dB
Channel 2: 2.4 dBmV 42.0 dB
Channel 3: 1.8 dBmV 40.8 dB
Channel 4: 1.5 dBmV 41.6 dB
Channel 5: 0.0 dBmV 0.0 dB
Channel 6: 0.0 dBmV 0.0 dB
Channel 7: 0.0 dBmV 0.0 dB
Channel 8: 0.0 dBmV 0.0 dB

Upstream Channels
Power Level:
Channel 1: 42.0 dBmV
Channel 2: 0.0 dBmV
Channel 3: 0.0 dBmV
Channel 4: 0.0 dBmV

thanks again for the help!

ksamim

join:2012-11-16
Duluth, GA
reply to rockrock
rockrock, I live on meadowchurch road at the apartments across from the Country Club. I moved in on November 12th and noticed the node problems. I have been fighting with technician after technician to acknowledge the node overload issue (we have 272 subscribers on our node) and I have gotten pretty far up the chain on this.

There was an outage on the 23rd, from what I understand. I was called by a charter supervisor and informed that it was probably the node upgrade. Is the problem still present today? If so, call the internet help line and immediately ask for a supervisor. Then explain the node upgrade issues, that Joey (the supervisor for Duluth) is a lazy worthless employee and you want them to directly call dispatch in Duluth to figure it out.

It would make my new years if that guy was fired. It took me over a month and a bunch of erroneous charges to even get him to acknowledge the problem.

rockrock

join:2012-06-11
Duluth, GA
KSAMIN,

Thanks for your help in this matter. Do you think this alleged node upgrade happened yet?

rockrock

join:2012-06-11
Duluth, GA
Today, can't even ping google at first. I cannot believe the entire customer base of Charter isn't in revolt.

C:\Users\John>ping -t google.com

Pinging google.com [74.125.140.100] with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 74.125.140.100: bytes=32 time=10ms TTL=48
Reply from 74.125.140.100: bytes=32 time=9ms TTL=48
Reply from 74.125.140.100: bytes=32 time=10ms TTL=48
Request timed out.
Reply from 74.125.140.100: bytes=32 time=10ms TTL=48
Reply from 74.125.140.100: bytes=32 time=9ms TTL=48
Request timed out.
Reply from 74.125.140.100: bytes=32 time=11ms TTL=48
Reply from 74.125.140.100: bytes=32 time=13ms TTL=48
Reply from 74.125.140.100: bytes=32 time=12ms TTL=48

Ping statistics for 74.125.140.100:
Packets: Sent = 12, Received = 8, Lost = 4 (33% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 13ms, Average = 10ms


msmisfit

join:2004-09-13
Lawrenceville, GA
kudos:2
I live about half way between Duluth & Lawrenceville, and my service comes from the Duluth center, but I haven't been having any of the problems you've seen recently. It does sound like your specific location is oversold/overloaded.

Hope the outage mentioned, means they are working on an upgrade as mentioned and it will soon be resolved.

kruser
Premium
join:2002-06-01
Eastern MO
reply to rockrock
said by rockrock:

Today, can't even ping google at first. I cannot believe the entire customer base of Charter isn't in revolt.

It's because it is only you having the problem!

Just kidding.
Sorry I did not get back earlier but the signal stats you posted look fine so that should indicate your inside wiring is ok and the problem lie out on Charter's network.

Charter did split the node that served my apartment complex a few years ago. That made a big difference in my evening speeds.
I still did not have the problems you are seeing though, I only saw greatly reduced speeds during the peak hours like after school let out into the early evenings. As people would shut down for the night, my speeds came back up to the plans speeds.

When the person had the noisy amplifier on my side of the node, that is when I saw the same problem you are seeing.
I don't really know how they fix that but I assume they start unhooking splits after the node and slowly trace the noise back to the source. I guess they disconnect that customer if they cannot gain access to fix the problem right then. This actually happened twice here. One time the noise was traced to a guy that did not subscribe to Charter's services at all. The tech that fixed it made it sound like the guy was trying to use an amp in an attempt to bring back the signal that the mechanical RF filter was supposed to remove when you only have internet. The guy lived here in my apartment complex. The tech told me he put an end on the cable that needs a special tool for removal before the line can be reconnected.
I'm not sure if they use the HSI only filters today but they basically only allowed the frequencies through that were needed for the internet so an internet only customer could not just hookup a cable ready tv and get the basic stuff for free.
In that case, the hookup was still there from a prior tenant and the new guy was trying to steal cable tv.

I found out my cable was always hooked up here since before I moved in. I had (still do) DSL but wanted cable so I bought a modem after I placed the order for cable internet. They scheduled a tech to come do the install but I'd hooked the modem up prior so it was all ready. I was surprised when it synced up.
The install tech came a couple days later and shrugged his shoulders and said "this was an easy one"! He said that was very common in this areas apartments that lines do not get disconnected when a customer moves out. He did check the signal levels and all was good so he was only here maybe 10 minutes.

I've read that Charter is going too or has shutdown all the in the clear QAM channels and analog channels so they will no longer need the old filters or physical cable lock ends as you will now need a box even for the basics. Every TV will need a box. I'm sure that change probably pissed a few customers off that only needed a QAM tuner for their basic subs and they had wall mounted sets with the cable fished in from behind the set. They will now need to find a way to get the cable to a box first and then back to the TV. So much for a nice and tidy basic box-less install.

Anyway, good luck in getting your issue resolved. Post back if they tell you what the problem was.

The techs around here are usually pretty sharp guys but of course their headquarters was located here also. Not sure if that made a difference or not though.
They are moving (already moved?) corporate headquarters but I think the huge technical complex they also have here will remain. The two were located a few miles apart.

rockrock

join:2012-06-11
Duluth, GA
reply to rockrock
the problem seems worse at night. I cannot believe this is happening and there aren't charter trucks lined up and down my street trying to fix it.

C:\Users\John>ping -t google.com

Pinging google.com [74.125.140.102] with 32 bytes of data:
Reply from 74.125.140.102: bytes=32 time=16ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=17ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Reply from 74.125.140.102: bytes=32 time=19ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=18ms TTL=48
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=8ms TTL=48
Reply from 74.125.140.102: bytes=32 time=18ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=13ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=18ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48

Ping statistics for 74.125.140.102:
Packets: Sent = 34, Received = 27, Lost = 7 (20% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 19ms, Average = 11ms

Seriously... WTF

C:\Users\John>ping -t google.com

Pinging google.com [74.125.140.102] with 32 bytes of data:
Reply from 74.125.140.102: bytes=32 time=13ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Request timed out.
Request timed out.
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Reply from 74.125.140.102: bytes=32 time=15ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.140.102: bytes=32 time=12ms TTL=48
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=11ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Reply from 74.125.140.102: bytes=32 time=15ms TTL=48
Request timed out.
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=9ms TTL=48
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=10ms TTL=48
Reply from 74.125.140.102: bytes=32 time=15ms TTL=48
Reply from 74.125.140.102: bytes=32 time=12ms TTL=48

Ping statistics for 74.125.140.102:
Packets: Sent = 33, Received = 23, Lost = 10 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 15ms, Average = 10ms

kruser
Premium
join:2002-06-01
Eastern MO
said by rockrock:

the problem seems worse at night. I cannot believe this is happening and there aren't charter trucks lined up and down my street trying to fix it.

When is your tech visit scheduled?

I hope they don't send that Joey guy you do not care for!

Regarding Charter trucks lined up on the street - I can't say I've seen that except for one time after a huge storm but in their favor, they do roll trucks at all hours of the night around my area when there is a problem that is affecting several hundred people like would be if a node failed.
I recall waking up to a loud truck one morning at like 2 AM. I thought it was a fire truck so I jumped up getting ready to vacate being in an apartment and on the top floor!
I looked out and I saw two Charter trucks! One bucket truck and a regular tech van.

It could be someone in my complex has CBN which does have 24 hour service.