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Ottawa, ON

Distibutel cable advice

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Hi all, reaching out here as I'm at wit's end. Been a Distributel customer for nearly 3 years here was with dsl and forget why, switched to 28mb cable connection a year or so ago. Speeds are great but two weeks ago, any voip I try to use (skype especially) is grainy & brutal. Doing ping tests reveal 120ms returns and worse is my employer wants me to use five9 call center software.
With this lag, it's impossible to get a good connection.
Speedtests over the line show 30mb down/1mb up/25-30ms ping times.
It's when it reaches say a network area of Chicago or Toronto that it laggs right out. Given that Distributel essentially uses Rogers lines would I have same problem with Rogers? They are advertising free install no term 20mb/s net w 200gig cap in my neighborhood. Tempted. Not a fan of them but...I need working internet.
Distributel says it's "network congestion".
Should I jump to Rogers, go dsl with Distributel...
Any advice would be appreciated. Apologies if above is confusing, the whole process has my head spinning.

nit nicking

The problem, to me, appears to be tinet (»en.wikipedia.org/wiki/Tinet) and Five9. Distributels end looks good.


Verdun, QC

1 edit
reply to canoedreamz
Looks like the way your traffic is routed to that specific site is through Tiscali and on IP, there's either some congestion or it's far from your place causing high pings. It doesn't seem the problem is on Distributel' side.

Edit, is San Jose, California, which can be 100+ pings but it's a bit high. I used to get pings in the range of 105-115ms to my OVH server in Europe which is 5000+km away.

Here's my trace route to your server:

Détermination de l'itinéraire vers quality01.five9.com []
avec un maximum de 30 sauts :

1 1 ms 1 ms 1 ms
2 8 ms 7 ms 7 ms
3 10 ms 7 ms 10 ms 206-80-244-169.cpe.distributel.net [
4 * 9 ms 7 ms 206-80-244-169.cpe.distributel.net [
5 14 ms 16 ms 26 ms
6 16 ms 15 ms 15 ms ae0-709.tor10.ip4.tinet.net []
7 93 ms 93 ms 92 ms xe-5-0-0.sjc10.ip4.tinet.net []
8 93 ms 92 ms 93 ms internap-gw.ip4.tinet.net []
9 95 ms 95 ms 93 ms border1.t3-1-bbnet1.sje003.pnap.net [66.151.144.
10 95 ms 93 ms 96 ms five9-7.border1.sje003.pnap.net []

11 95 ms 95 ms 95 ms
12 94 ms 95 ms 95 ms quality01.five9.com []

Itinéraire déterminé.

nick nicking

reply to canoedreamz
BTW, is this a wireless connection?
Are you using a router? If so, which?

Aside from the lag (which doesn't appear to be Distributel related), the "test" that failed appears to be a test of either the upstream or downstream (by definition).

QoS (Quality of Service)
QoS is a big topic in itself, but in our context of bandwidth speed tests, QoS represents the ratio of the worst reading to the best one. It is in fact a measure of the level of consistency in download speed. In speed tests, it is represented as a percentage. The higher it is, the better to quality. For good VoIP, the QoS should be 80% or more.

Or to visualize the failure of the test, see this page: »www.phonepower.com/wiki/How_to_u ··· for_VOIP

Seems to me that the part that fails might indeed be due to Distributel (congestion and/or throttling). Or it could be because you are on wireless, or it could be because the router you are using doesn't prioritize voip traffic.

This is best guesses. I'm not a voip user. Someone will likely chime in here.

If you are wireless or using a router, for the heck of it repeat the same test but only when you are directly plugged into the modem (no wireless & no router).


Ottawa, ON
Sorry, realized I should have mentioned I'm directly connected to the modem. No wireless at all & no router in the way for any of these problems.


reply to canoedreamz
Distributel has a speedtest server directly at »speedtest.distributel.net/ (Toronto) or »speedtest.thinktel.ca/ (Edmonton) which will help show the optimal speeds internally on their network.

Did a few quick traceroutes from different ISPs across western canada and saw similar results.

From what you posted I wouldn't expect a lot of change to that site regardless of what ISP you use, five9.com's upstream (pnap) doesn't have super low latency connectivity to Canada.

Skype/VoIP does work fine with 120ms, it just needs to be constant. Jitter causes more issues than latency.


Ottawa, ON
DuPie, are you recommending I stay with current connection? When I call from home 50/50 people say I sound like I'm on the moon.


said by canoedreamz:

DuPie, are you recommending I stay with current connection? When I call from home 50/50 people say I sound like I'm on the moon.

Run the voiptests and see if they show similar issues. see if you can point it down to your cable connection or the route it takes out of canada. Get a local friend on rogers and see what traceroute they have if it be any better?

Try running pathping or download winmtr/pingplotter and see how things look over a period of time.

VoIP issues can be tricky to diagnose.


Ottawa, ON
Indeed, thanks for the help everyone & you DuPie.
Enjoy this snow those of you in Ontario


reply to canoedreamz
I'm on Distributel cable 12 or 18 service and use voip.ms for my home phone without QOS setup and i experience no issues. I'm in Robbers land. I have an Obi110 connected to my d-link 615 router.