Topic 'Routing Problems' in forum 'Suddenlink' - dslreports.com

Re: Need connection help!!

Sun, 10 Feb 2013 11:10:01 EDT

moldypickle posted : That is borderline epic! LMAO

Re: Need connection help!!

Sun, 10 Feb 2013 02:39:37 EDT

NormanS posted : I don't think that I can help. However, if you would like a good laugh while waiting for someone who can, try this trace ...

tracert -h 67 216.81.59.173

It won't help, but it sure is fun!
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum

Need connection help!!

Sun, 03 Feb 2013 17:11:49 EDT

anon posted : C:\Users\Anna>tracert 8.8.8.8

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms CISCO93181 [192.168.1.1]
2 * * * Request timed out.
3 32 ms 21 ms 10 ms 173-219-248-164-link.sta.suddenlink.net [173.219
.248.164]
4 42 ms 78 ms 68 ms 173-219-249-40-link.sta.suddenlink.net [173.219.
249.40]
5 * 58 ms 72 ms 173-219-249-43-link.sta.suddenlink.net [173.219.
249.43]
6 50 ms * 64 ms 173-219-248-218-link.sta.suddenlink.net [173.219
.248.218]
7 56 ms 52 ms 52 ms dllsosr01-10gex1-1.tex.sta.suddenlink.net [66.76
.30.30]
8 40 ms 62 ms * 72.14.223.10
9 126 ms 119 ms 40 ms 72.14.233.77
10 110 ms * 45 ms 72.14.237.219
11 58 ms 44 ms 57 ms 216.239.47.121
12 48 ms 42 ms 35 ms 216.239.46.63
13 * * * Request timed out.
14 64 ms 66 ms 50 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.
----------------------
We've had Suddenlink for a week and have had crappy internet connections ever since. Above is a sample of the route it takes on a good day. Took the t-shooting steps the recorded message gives but no joy. We need the network for homework everyday. Can you help???

Re: Routing Problems

Fri, 01 Feb 2013 17:34:48 EDT

frivolous posted : Awesome - thank you very much for your time!

Re: Routing Problems

Fri, 01 Feb 2013 15:01:31 EDT

SDL L3Tech posted : The latency looks clean now. Notice it showed no change during peak-time like your previous PP trace.

Re: Routing Problems

Fri, 01 Feb 2013 14:49:12 EDT

frivolous posted : Here is that new PP :

c-64-94-100-···.pp2.zip 405,551 bytes

Re: Routing Problems

Fri, 01 Feb 2013 13:18:43 EDT

jdmm72 posted : Most call centers are measured on first call resolution (FCR). It is in their interest to close the calls out, as opposed to escalating to the next level. I used to work at an internal helpdesk for US HUD in 2006. We weren't really measured on this metric, and had much better access to tools and other groups (but we were also internal), but most of the people working at the "tech support" aren't required to even have a background in IT at all, just read a script. We were required to have MCDST, and MCP certifications within 6 months. Yes, getting MCDST also got you MCP. We were encouraged to have A+, Network+, and CCNA, and any other we wanted. One guy actually decided to go through ethical hacking, and was approved. The company (EDS through CNSI, now HP) would pay for certifications.

In 2000-2001, I worked for BellSouth ADSL for tech support. I actually was working on and eventually had my CCNA cert (not common in 2001), but would get in trouble (well, not trouble, just not good metrics) a lot for deviating from script and actually getting people fixed. I called the NOC a lot, had long calls, but got people fixed. Short calls and first call resolution were the most important metrics, not actual fixes. AT&T paid our company based on number of calls, and FCRs.

Re: Routing Problems

Thu, 31 Jan 2013 13:25:56 EDT

frivolous posted : Again, thank you very much, i will run pp and load up the results tomorrow.

Re: Routing Problems

Thu, 31 Jan 2013 10:25:29 EDT

SDL L3Tech posted : frivolous - The maintenance was completed and is looking good so far. Run PP for the next 24 and see if it's better.

Re: Routing Problems

Wed, 30 Jan 2013 22:00:11 EDT

moldypickle posted : Kinda half my point there in what you said. The call center people aren't trained, don't know what the data even means that they DO have in front of them, and I have never once been escalated (just been told that they would). When I call in anymore I have utterly given up on asking for help and just simply ask them to check if there are any reported issues or maint. going on in my area.

Access and data aside, why is it that the call center people can't even get basic help or at the very least the ball rolling into another department/'help tier'. L3 tech here seems to be able to do that much (Pete certainly is able to, LOL)

Off topic I guess, so /rant.
--
30/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old

Re: Routing Problems

Wed, 30 Jan 2013 21:06:44 EDT

Moostang posted : Prolly has more to do with access. I'm betting they don't let their call center agents have access to the core network.

I mean i'm sure they have their own gui based diagnostic tools but they're likely based on checking the modem if the agents even know what the data means. But I doubt it shows the utilization of the network between the CMTS and the internet and if it did, what could an agent really do other than escalate it.

In my experience, call center agents aren't trained in in-depth troubleshooting techniques on a nationwide network but rather are highly trained in processing the sheer customer driven call volumes.

Re: Routing Problems

Wed, 30 Jan 2013 18:38:38 EDT

moldypickle posted : But still, how is it you are able to fix probably 80% or better of the problems of this whole forum, yet we haven't had literally 1 person on here saying ANY previous attempt at contact w/ CS has worked.....

It's even more mind blowing when you inform us you're not even really in the CS chain,,,, but still fix the shit for us (or get it fixed).

Probably wouldn't be so bad if there were even 1 in 12 phone support people that had a clue wtf they were talking about :<--
30/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old

Re: Routing Problems

Wed, 30 Jan 2013 15:07:59 EDT

frivolous posted : Looking forward to the fix tomorrow i nthe am, Moostang suggested running a trace route back to my ip - here it is

1 0.1 ms 0.1 ms 0.1 ms router.internap-la.nfoservers.com [64.94.101.254]
2 0.6 ms 0.3 ms 0.3 ms border2.te9-4.nuclearfallout-53.lax010.pnap.net [63.251.209.181]
3 0.5 ms 0.5 ms 0.4 ms core1.po2-20g-bbnet2.lax.pnap.net [216.52.255.65]
4 0.8 ms 0.8 ms 0.7 ms xe-0-3-0-1.r04.lsanca03.us.bb.gin.ntt.net [198.172.90.25]
5 0.5 ms 0.5 ms 0.5 ms xe-1.level3.lsanca03.us.bb.gin.ntt.net [129.250.9.202]
6 8.7 ms 12.9 ms 8.6 ms vlan80.csw3.LosAngeles1.Level3.net [4.69.144.190]
7 20.8 ms 9.0 ms 8.9 ms ae-83-83.ebr3.LosAngeles1.Level3.net [4.69.137.41]
8 8.9 ms 8.9 ms 8.9 ms ae-3-3.ebr1.SanJose1.Level3.net [4.69.132.9]
9 13.4 ms 8.8 ms 16.2 ms ae-71-71.csw2.SanJose1.Level3.net [4.69.153.6]
10 8.8 ms 8.9 ms 8.9 ms ae-2-70.edge2.SanJose1.Level3.net [4.69.152.79]
11 9.4 ms 9.4 ms 9.3 ms SUDDENLINK.edge2.SanJose1.Level3.net [4.79.238.38]
12 19.3 ms 19.4 ms 41.3 ms 173-219-251-155-link.sta.suddenlink.net [173.219.251.155]
13 17.8 ms 17.8 ms 17.8 ms 173-219-251-225-link.sta.suddenlink.net [173.219.251.225]
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

**On a side note - A raise is in order for all the work you have done!

Re: Routing Problems

Wed, 30 Jan 2013 11:27:04 EDT

anon posted : Just want to say that SDL L3Tech has been such a huge help to many in this forum... he/she deserves a nice raise in salary for going above and beyond. Should we start a petition?

Re: Routing Problems

Wed, 30 Jan 2013 09:57:50 EDT

gatorkram posted :

said by SDL L3Tech:

Actually, the L3 stands for "layer 3" which is the network layer of the OSI model (»en.wikipedia.org/wiki/OSI_model).

I do not work for a call center. I am a routing engineer.

D'oh! Could I have been more wrong... :p
--
What the heck is a GatorKram? »www.gatorkram.com

Re: Routing Problems

Wed, 30 Jan 2013 09:06:41 EDT

SDL L3Tech posted : Actually, the L3 stands for "layer 3" which is the network layer of the OSI model (»en.wikipedia.org/wiki/OSI_model).

I do not work for a call center. I am a routing engineer.

Re: Routing Problems

Tue, 29 Jan 2013 23:23:28 EDT

gatorkram posted :

said by moldypickle:

Out of curiosity, why are you able to single handedly do more for everyone on this forum than all the call centers combined?

My guess, is the fact in his name, its level 3, when you call the call center, thats like level 0 to 1, and they send stuff to level 2 if you are lucky, and then the level2s end up sending stuff to level 3 again, if you get lucky.

This is my total guess. I also don't think there is a level 4 :p
--
What the heck is a GatorKram? »www.gatorkram.com

Re: Routing Problems

Tue, 29 Jan 2013 21:33:20 EDT

moldypickle posted : Out of curiosity, why are you able to single handedly do more for everyone on this forum than all the call centers combined?

Re: Routing Problems

Tue, 29 Jan 2013 17:06:52 EDT

SDL L3Tech posted : I have isolated the latency problem and we will be correcting it on Thursday morning barring any unforeseen delays.

Re: Routing Problems

Tue, 29 Jan 2013 16:38:11 EDT

moldypickle posted : Change PP to use different protocol? Noticed the setting early, never tried it to see what happens, lol

Re: Routing Problems

Tue, 29 Jan 2013 16:30:35 EDT

SDL L3Tech posted : Since it's just rate-limiting ICMP, then it's really just cosmetic and should not affect any real traffic.

Edit: You can either figure out where the setting on your router is to disable the rate-limiting or you can temporarily bypass your router and run pingplotter while directly connecting your computer to your cable modem. This should remove the rate limiting from the PP trace.

There could be some real packet-loss in there but since the rate limiting is already causing so much packet-loss, it may be hiding it.

Re: Routing Problems

Tue, 29 Jan 2013 16:29:31 EDT

frivolous posted : thank you for your help, is there anything i can do to help the packet loss? or no? - thanks again!

Re: Routing Problems

Tue, 29 Jan 2013 16:08:31 EDT

SDL L3Tech posted : Perfect. Thank you!

First of all, the packet-loss (shown in red) is patterned which indicates some form of ICMP rate limiting, likely on your router. From the CMTS (hop 2) to the private IP of the cable modem and it shows 0 packet-loss a s seen below:

CMTK01#ping {removed} repeat 5000

Type escape sequence to abort.
Sending 1000000, 100-byte ICMP Echos to {removed}, timeout is 2 seconds:
Success rate is 100 percent (5000/5000), round-trip min/avg/max = 4/8/10 ms

Second, according to the PingPlotter graph, the latency is occurring between hop 2 and 3 and only occurs between 6pm and 11pm. Let me dig deeper into that and figure out what's going on with that. I'll PM you on here when I find out.

Re: Routing Problems

Tue, 29 Jan 2013 15:48:47 EDT

frivolous posted : maybe this then?

c-64-94-100-···.pp2.zip 389,492 bytes

Re: Routing Problems

Tue, 29 Jan 2013 15:34:35 EDT

SDL L3Tech posted : Click File then select "save sample set". It will generate a file which you can then attach to this thread.

Re: Routing Problems

Tue, 29 Jan 2013 15:24:30 EDT

frivolous posted : i hope this is it

Re: Routing Problems

Tue, 29 Jan 2013 15:22:37 EDT

frivolous posted :

Re: Routing Problems

Tue, 29 Jan 2013 15:17:02 EDT

frivolous posted : I have ran this thing for 24 hrs - was i supposed to save it before i ran it or after? What do i save it as a picture? Text file/ - thanks you

Re: Routing Problems

Mon, 28 Jan 2013 14:42:08 EDT

frivolous posted : I have noticed it a non peak times, but not as much, but at peak times it is constant. I have just downloaded the program and will post the results tomorrow - thank you very much for your time!

Re: Routing Problems

Mon, 28 Jan 2013 09:53:46 EDT

SDL L3Tech posted : I am currently seeing 20ms from the CMTS to that destination. Is this problem occurring intermittently or just during peak-time?

Please download and install Pingplotter pro (free trial), run it for the next 24 hours, then attach the sample set to this thread.

Re: Routing Problems

Mon, 28 Jan 2013 00:00:51 EDT

frivolous posted : I will get one going the other way - in the mean time here is another one - worse than before

C:\Users\Mike>tracert 64.94.100.195

Tracing route to c-64-94-100-195.internap-la.nfoservers.com [64.94.100.195]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 7 ms 7 ms 7 ms 10.30.16.1
3 76 ms 83 ms 84 ms 173-219-251-220-link.sta.suddenlink.net [173.219
.251.220]
4 68 ms 64 ms 67 ms 173-219-251-154-link.sta.suddenlink.net [173.219
.251.154]
5 44 ms 45 ms 122 ms ae2-307.sjc12.ip4.tinet.net [216.221.157.165]
6 71 ms 29 ms 27 ms xe-3-3-0.lax20.ip4.tinet.net [89.149.184.149]
7 38 ms 39 ms 41 ms internap-gw.ip4.tinet.net [77.67.79.58]
8 37 ms 39 ms 39 ms border2.po2-20g-bbnet2.lax010.pnap.net [216.52.2
55.93]
9 114 ms 103 ms 101 ms nuclearfallout-53.border2.lax010.pnap.net [63.25
1.209.182]
10 118 ms 121 ms 119 ms c-64-94-100-195.internap-la.nfoservers.com [64.9
4.100.195]

Trace complete.

Re: Routing Problems

Sun, 27 Jan 2013 17:17:33 EDT

Moostang posted : If it's supposed to be under -20ms then i'm betting that the return path is coming back in somewhere other than California. On your game server that you run, run a trace-route back to your public IP and post it here (you can omit the last hop to keep your IP confidential). That should tell us where it comes back in at.

Re: Routing Problems

Sun, 27 Jan 2013 15:26:50 EDT

NormanS posted :

said by frivolous:

Just so i am clear - when i looked up th ip address under an ip locator -

6 25 ms 24 ms 24 ms sonicnet-customer.xo.com [216.156.84.101]

That ip is not located in Kansas?

That is a Sonic.net customer facing XO Communications IP address. XO Communications may be in Kansas, but Sonic.net, LLC is a relatively small (about 50,000 subs) Internet and telephone (POTS) provider serving California customers in the AT&T service areas of California within the state. It is a CLEC.

That IP address would be assigned to XO hardware in San Jose, California.

Do not trust Internet IP geo-locators. When I was an AT&T customer, such services put me in various locations from across town (the Monterey Highway address was about halfway between my actual residence and Morgan Hill, California) to across the Bay (variously, Pleasanton, San Ramon, and Novato). None were within ten miles of my actual residence, and one was close to 75 miles away!
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum

Re: Routing Problems

Sun, 27 Jan 2013 15:00:38 EDT

frivolous posted : Just so i am clear - when i looked up th ip address under an ip locator -

6 25 ms 24 ms 24 ms sonicnet-customer.xo.com [216.156.84.101]

That ip is not located in Kansas?

Re: Routing Problems

Sun, 27 Jan 2013 14:18:02 EDT

NormanS posted :

said by frivolous:

* Norman - your ping would be alot better to that ip if you were not routed through Kansas either.

If I were routed through Kansas my "ping" would be closer to 60 ms. By examination, my 1st through 6th hops are in the south S. F. Bay Area (San Jose/Palo Alto). The latency on the 7th through 12th hops is about right for a direct run to the Los Angeles region. If I had Fastpath DSL, my latency would be about 15 ms lower throughout the trace.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum

Re: Routing Problems

Sun, 27 Jan 2013 14:09:50 EDT

NormanS posted :

said by frivolous:

Considering for the past 8 or so months that i have had service (that worked)- my ping to this server (a game server i run) is usually 15 or so , 55 is really high, - then when you take into consideration i am being routed through GERMANY?!?! at 89.149.184.149 and 77.67.79.58 i would say my routing is a problem - thank you for any help!

Those are Tiscali-owned IP addresses; but the nationality of the owner does not indicate the actual location of the router. 'xe-3-3-0.lax20.ip4.tinet.net [89.149.184.149]' looks like it is in Los Angeles, California; and, in any case, latency to Europe from the U.S. West Coast would be closer to 200 ms than the 26 ms to 77 ms of your trace.

There is no law requiring that European-owned companies can't run routers in the U.S., or that they must not use RIPE IP addresses on their hardware.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum

Re: Routing Problems

Sun, 27 Jan 2013 11:40:53 EDT

frivolous posted : I am in Arcata Ca. and the server is based out of Los Angeles Ca. When i first had suddenlink installed i was having these routing issues - i would be sent through Kansas and the east coast then back to LA - I was on the phone for a few months and had numerous people out to my home until i found this forum and SDL L3Tech was able to help me. Heres to hoping it can be fixed again. thank you.

* Norman - your ping would be alot better to that ip if you were not routed through Kansas either.

Re: Routing Problems

Sun, 27 Jan 2013 11:34:51 EDT

Zorack posted : Where is your game server located?

Re: Routing Problems

Sun, 27 Jan 2013 11:31:16 EDT

frivolous posted : Considering for the past 8 or so months that i have had service (that worked)- my ping to this server (a game server i run) is usually 15 or so , 55 is really high, - then when you take into consideration i am being routed through GERMANY?!?! at 89.149.184.149 and 77.67.79.58 i would say my routing is a problem - thank you for any help!

Re: Routing Problems

Sun, 27 Jan 2013 10:34:42 EDT

HarryH3 posted : Wow, I'm in Central Texas and get 51ms to that IP. 55ms from within California seems a tad excessive, but I suppose that a congested link somewhere in the path could slow things down.

Re: Routing Problems

Sun, 27 Jan 2013 10:20:44 EDT

Moostang posted : Explain what problem you're experiencing? Are you saying the latency is high? 55ms isn't bad by any means. If that is the problem, what is it usually?

Re: Routing Problems

Sun, 27 Jan 2013 05:14:33 EDT

NormanS posted : The Suddenlink transit looks okay. Latency issues, maybe, in Internap Network Services Corporation (PNAP) transit.

Tracing route to c-64-94-100-195.internap-la.nfoservers.com [64.94.100.195]over a maximum of 30 hops:   1     1 ms    <1 ms     1 ms  192.168.42.1  2    25 ms    25 ms    25 ms  173-228-7-1.dsl.static.sonic.net [173.228.7.1]  3    24 ms    24 ms    24 ms  gig1-4.cr1.lsatca11.sonic.net [70.36.243.13]  4    24 ms    24 ms    24 ms  0.xe-5-1-0.gw.pao1.sonic.net [69.12.211.1]  5    24 ms    25 ms    24 ms  0.xe-6-0-0.gw3.equinix-sj.sonic.net [64.142.0.185]  6    25 ms    24 ms    24 ms  sonicnet-customer.xo.com [216.156.84.101]  7    36 ms    34 ms    34 ms  207.88.14.225.ptr.us.xo.net [207.88.14.225]  8    34 ms    34 ms    34 ms  207.88.14.98.ptr.us.xo.net [207.88.14.98]  9    32 ms    33 ms    33 ms  207.88.186.142.ptr.us.xo.net [207.88.186.142] 10    33 ms    33 ms    34 ms  border2.po1-20g-bbnet1.lax010.pnap.net [216.52.255.12] 11    33 ms    33 ms    33 ms  nuclearfallout-53.border2.lax010.pnap.net [63.251.209.182] 12    33 ms    33 ms    32 ms  c-64-94-100-195.internap-la.nfoservers.com [64.94.100.195] Trace complete.

--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum

Routing Problems

Sun, 27 Jan 2013 00:23:06 EDT

frivolous posted : I am in Arcata, Ca., The last few evenings and nights i have had a routing issue. I have attatched a tracert from my Arcata, CA. to Los Angeles CA.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Mike>tracert 64.94.100.195

Tracing route to c-64-94-100-195.internap-la.nfoservers.com [64.94.100.195]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 12 ms 14 ms 7 ms 10.30.16.1
3 14 ms 13 ms 11 ms 173-219-251-220-link.sta.suddenlink.net [173.219
.251.220]
4 31 ms 26 ms 28 ms 173-219-251-154-link.sta.suddenlink.net [173.219
.251.154]
5 31 ms 30 ms 30 ms ae2-307.sjc12.ip4.tinet.net [216.221.157.165]
6 38 ms 77 ms 26 ms xe-3-3-0.lax20.ip4.tinet.net [89.149.184.149]
7 37 ms 38 ms 39 ms internap-gw.ip4.tinet.net [77.67.79.58]
8 38 ms 37 ms 38 ms border2.po2-20g-bbnet2.lax010.pnap.net [216.52.2
55.93]
9 55 ms 48 ms 46 ms nuclearfallout-53.border2.lax010.pnap.net [63.25
1.209.182]
10 57 ms 55 ms 56 ms c-64-94-100-195.internap-la.nfoservers.com [64.9
4.100.195]

Trace complete.

C:\Users\Mike

any help is greatly appreciated.