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dillyhammer
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4 edits

Connection down, in lower Hamilton

Just got finished with tech support. Ticket is in.

Major packet loss, connectivity lost, internet gone.

Currently tethered off my S3.

Sanford & Main in lower Hamilton. Anyone else having issues?

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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Have you done a factory reset and gone direct to modem? The notes indicate you have RF still but seeing packet loss. Is that packet loss on first hop, or somewhere elsewhere - ie a traceroute would be handy while we wait to get details from Cogeco.


rocca
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reply to dillyhammer
It also looks like you still have Cogeco name servers hard coded in your router or computer possibly?


dillyhammer
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said by rocca:

It also looks like you still have Cogeco name servers hard coded in your router or computer possibly?

Google nameservers, since day 1. Smarty pants.



Factory reset and direct to modem before I even call, FWIW.

I'm assuming Cogeco has access to my modem? It appeared to be reset remotely about 5 minutes ago, and operation now seems to be normal. Speed is back up, packet loss is gone.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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said by dillyhammer:

Google nameservers, since day 1. Smarty pants.

Just going from the notes, indicated a 24.x IP, reversing it shows it as a Cogeco name server. Not sure how that ended up there then, my apologies if it's incorrect.

said by dillyhammer:

I'm assuming Cogeco has access to my modem? It appeared to be reset remotely about 5 minutes ago, and operation now seems to be normal. Speed is back up, packet loss is gone.

They replied back to the ticket already saying they don't see any packet loss, they would have done a reset remotely during that test. Glad it's back up and running as expected, sorry for whatever the issue was but looks to have been localized to just your connection.

Thanks.


dillyhammer
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1 edit
Spoke too soon. Ticket reopened.

Pingplotter Pro to start.ca is a sea of red.

Major packet loss at:
10.199.4.1
64.140.112.158
64.140.112.86

Funny, the link to 64.140.112.158 changes to 64.140.112.154 every couple of seconds, then back again. Something REALLY strange is going on here.

So at the expense of about 6 months of internet fees, today is a total right off.

Tethering off my S3 is just so not a good thing.

I'm going to order a DSL connection with someone today as a backup. I can't have this going on.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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said by dillyhammer:

Spoke too soon. Ticket reopened.

Pingplotter Pro to start.ca is a sea of red.

Major packet loss at:
10.199.4.1
64.140.112.158
64.140.112.86

You're seeing loss to 10.199.4.1? If so (and assuming PC direct to modem) that's at the node. You able to share a trace?

said by dillyhammer:

Funny, the link to 64.140.112.158 changes to 64.140.112.154 every couple of seconds, then back again. Something REALLY strange is going on here.

That's normal, ECMP balancing across different links. Your loss sounds like it's happening before there, ie before it touches our network and would have the same issue with Cogeco right now.


dillyhammer
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said by rocca:

You're seeing loss to 10.199.4.1? If so (and assuming PC direct to modem) that's at the node. You able to share a trace?

There you go. It's intermittent BTW. Comes and goes. Started about 9am this morning. Still happening.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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Thanks, can you do one without the router?

edit: Good to see pingplotter still around, I remember using that when it first came out - loved it. Of course as I'm sure you know, the first hop you experience issues on will impact any hops behind it, ie if you lose packets (or have latency, jitter, etc) on hop 1 then you can't trust anything beyond it since packets to hop 2 pass through 1.


dillyhammer
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said by rocca:

Thanks, can you do one without the router?

I don't have pingplotter on my laptop. But when I did the troubleshoot with your tech this morning we were doing it all direct to modem.

ping start.ca -t

resulted in approximately 20% - 50% packet loss, pretty much what the graph shows.

Besides. I don't want to climb up and down 3 flights of stairs again, just to find out what we already know. It's Friday, my man, and it's got fish-n-chips written all over it.



Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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Okay, will leave it in the hands of our capable folk.

FWIW, having proof there was truly loss between your computer and 10.199.4.1 directly (without the router) would give us more ammo with the Cogeco ticket since the router can't be pointed at, especially for an intermittent type issue.

Enjoy the fish and your weekend!

Guru

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reply to dillyhammer
What is there to loose to provide tracert with directly modem to computer? Just the 3 flights of stairs and you still get to enjoy your fish-n-chips afterwards

Don't give them an excuse over just simple tracert.

my 2cents.


dillyhammer
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reply to rocca
Ok , direct to modem.

C:\Users\Mike>tracert start.ca

Tracing route to start.ca[204.101.4.1]

1 7ms 7ms 7ms 10.199.4.1
2 9ms 9ms 8ms asr-link1-burlington1.net.start.ca [64.140.112.154]
3 10ms 9ms 9ms core1-toronto1-te3-3.net.start.ca [64.140.112.153]
4. 13ms 13ms 13ms core1-london1.ge1-1801.net.start.ca [64.140.112.85]
5. 16ms 11ms 13ms ws01-010.start.ca [204.101.248.50]

C:\Users\Mike>ping start.ca -t

Pinging start.ca [204.101.248.50] with 32 bytes of data:
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Request timed out.
Request timed out.
Reply from 204.101.248.50: bytes=32 time=15ms TTL=59
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Reply from 204.101.248.50: bytes=32 time=13ms TTL=59
Request timed out.
Reply from 204.101.248.50: bytes=32 time=13ms TTL=59
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Request timed out.
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Reply from 204.101.248.50: bytes=32 time=13ms TTL=59

Ping statistics for 204.101.248.50:
Packets: Sent = 15, Received = 11, Lost = 4 (27% loss),

C:\Users\Mike>

Like I said, what we already know. Not ammo. Smoking gun.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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Can you do the ping to 10.199.4.1 please? Pinging www.start.ca doesn't show where the loss is. Thanks.


dillyhammer
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Someone reset my modem remotely at 3:31pm. At 3:33pm it came back up. No packet loss since then.

I'm leaving pingplotter running on 10 second cycles for the next 48 hours.

FWIW, this is the longest I've been down in almost 9 years - since Primus bought Magma and fscked it all up.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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Okay, the test we need to see is pinging the internal IP while directly connected to the modem - that's the smoking gun. Cogeco closed the ticket at 11:20am after you reported it was fine again so they wouldn't have rebooted your modem specifically. Either you have an intermittent RF issue (although signals are fine according to Cogeco) or there was a problem with the node and they are working on it.


dillyhammer
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Ok. If the packet loss happens again, I'll do the ping to 10.199.4.1 direct from the modem.

I called back in to tech support at 1:30pm, BTW. They mentioned the ticket was already closed by Cogeco, that they'd found no packet loss.

I'll keep an eye on it. Not much we can do. You're at their mercy as much as I.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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said by dillyhammer:

I'll keep an eye on it. Not much we can do. You're at their mercy as much as I.

Of all the partners we work with, Cogeco is by far the most helpful when it comes to tickets, generally things don't stay broke long. Have a good one!


dillyhammer
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2 edits
said by rocca:

Of all the partners we work with, Cogeco is by far the most helpful when it comes to tickets, generally things don't stay broke long. Have a good one!

That's really good to know. Especially for the prices they're charging you.

Edit: as of Saturday noon no packet loss since. I did get a call from Start letting me know that Cogeco could find no issues at their end, and suggested it may have been a virus or something on my network. The fact is, there was an issue on their end, first hop out, and whatever they did to correct it at 3:23pm seemed to work.

Cogeco continues to be full of shit, which is why I would never in a million years do business with them directly.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


dillyhammer
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reply to dillyhammer
This problem has resurfaced. EXACTLY the same symptoms and signs.

Mike


rocca
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said by dillyhammer:

Ok. If the packet loss happens again, I'll do the ping to 10.199.4.1 direct from the modem.

If you're able to do that quickly that would help identify if it's from you to CMTS or something further up.


dillyhammer
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said by rocca:

said by dillyhammer:

Ok. If the packet loss happens again, I'll do the ping to 10.199.4.1 direct from the modem.

If you're able to do that quickly that would help identify if it's from you to CMTS or something further up.

Problem now reported on Cogeco's status page. Only 3 hours behind.

Just when Theresa and I started having fun.

Man. I can't wait to get the hell off Cogeco's network. Seriously unhappy.



Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


rocca
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said by dillyhammer:

Problem now reported on Cogeco's status page. Only 3 hours behind.

Do you have a link, I can't seem to find it there.

Thanks.


dillyhammer
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said by rocca:

said by dillyhammer:

Problem now reported on Cogeco's status page. Only 3 hours behind.

Do you have a link, I can't seem to find it there.

Thanks.

It's gone from the status page now, and I seem to be back up without the packet loss. But when Theresa noticed it on the status page we could even get my modem to sync. Anyways.... knock on wood it stays stable.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged