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MissSherlock

join:2009-05-17
Ontario

[Cable] Teksavvy - Extremely Slow Speeds in Pickering

Hi All,

Any idea what's happening with cable internet in Pickering?

Teksavvy replaced modem at Christmastime (Thomson DCM 475/476) because of intermittent disconnection issues.

January and in February with extremely slow speeds. Teksavvy 28 Plan.

Results - February 26th, 2013

Speakeasy New York
Your Speed Result:
Download Speed: 1543 kbps (192.9 KB/sec transfer rate)
Upload Speed: 982 kbps (122.8 KB/sec transfer rate)

»www.speedtest.net/result/2537268853.png

»www.speedtest.net/result/2537271468.png



»www.speedtest.net/result/2537327998.png

Thanks


creed3020
Premium
join:2006-04-26
Kitchener, ON
kudos:2
Reviews:
·TekSavvy Cable
Can you try speed testing against »speedtest.teksavvy.com/ and post your results.

You'll likely need to post in the Direct forum and go through normal troubleshooting steps as those speeds look really wrong. I haven't seen any other major complaints on slowdowns like that on the Pickering-Ajax POI.

MissSherlock

join:2009-05-17
Ontario
Hi c2roth,

I've posted in the Direct Forum as to my problems and Teksavvy is looking into it. However, I've been through all the many troubleshooting steps about five times and I'm still having major problems.

Thanks


creed3020
Premium
join:2006-04-26
Kitchener, ON
kudos:2
Reviews:
·TekSavvy Cable
reply to MissSherlock
Do you mind sharing some of the troubleshooting results you posted in the Direct Forums here? Many of us would love to help and provide suggestions but without hard data like modem stats, pings, tracerts, etc. it too hard to know where the problem is.

MissSherlock

join:2009-05-17
Ontario

1 edit
Hi c2roth,

Truly appreciate the help.

Here are my test results from February 15th, 2013. Will be doing them again tonight.

C:\Users\MS>ping google.ca
Pinging google.ca [74.125.226.87] with 32 bytes of data:
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Ping statistics for 74.125.226.87:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 12ms, Average = 11ms

C:\Users\MS>ping google.ca -n50
Value must be supplied for option -n50.

C:\Users\MS>ping -n 50 google.ca
Pinging google.ca [74.125.226.87] with 32 bytes of data:
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=14ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Request timed out.
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Ping statistics for 74.125.226.87:
Packets: Sent = 50, Received = 49, Lost = 1 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 14ms, Average = 10ms
Ping statistics for 74.125.226.87:
Packets: Sent = 50, Received = 49, Lost = 1 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 14ms, Average = 10ms

C:\Users\MS>ping -n 50 picnet.org
Pinging picnet.org [96.44.197.18] with 32 bytes of data:
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=14ms TTL=57
Reply from 96.44.197.18: bytes=32 time=15ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=15ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=15ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=14ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=11ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=17ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=11ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=11ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=17ms TTL=57
Reply from 96.44.197.18: bytes=32 time=13ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Reply from 96.44.197.18: bytes=32 time=14ms TTL=57
Reply from 96.44.197.18: bytes=32 time=12ms TTL=57
Ping statistics for 96.44.197.18:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 17ms, Average = 12ms

C:\Users\MS>tracert google.ca
Tracing route to google.ca [74.125.226.88]
over a maximum of 30 hops:
1 7 ms 7 ms 7 ms 10.125.226.129
2 13 ms 33 ms 35 ms 69.63.254.169
3 10 ms 7 ms 7 ms ajax1.cable.teksavvy.com [24.246.55.70]
4 10 ms 14 ms 10 ms ajax1.cable.teksavvy.com [24.246.55.65]
5 11 ms 12 ms 10 ms 72.14.212.134
6 28 ms 11 ms 10 ms 216.239.47.114
7 24 ms 22 ms 11 ms 64.233.175.98
8 10 ms 11 ms 10 ms yyz06s07-in-f24.1e100.net [74.125.226.88]
Trace complete.

C:\Users\MS>tracert 74.125226.88
Unable to resolve target system name 74.125226.88.

C:\Users\MS>tracert 74.125.226.88
Tracing route to yyz06s07-in-f24.1e100.net [74.125.226.88]
over a maximum of 30 hops:
1 7 ms 7 ms 7 ms 10.125.226.129
2 13 ms 15 ms 15 ms 69.63.254.169
3 9 ms 6 ms 7 ms ajax2.cable.teksavvy.com [24.52.255.70]
4 10 ms 11 ms 11 ms ajax1.cable.teksavvy.com [24.246.55.65]
5 49 ms 10 ms 12 ms 72.14.212.134
6 11 ms 11 ms 11 ms 216.239.47.114
7 11 ms 12 ms 11 ms 64.233.175.98
8 10 ms 11 ms 11 ms yyz06s07-in-f24.1e100.net [74.125.226.88]
Trace complete.

C:\Users\MS>tracert ca.yahoo.com
Tracing route to ds-any-fp3-real.wa1.b.yahoo.com [98.139.183.24]
over a maximum of 30 hops:
1 8 ms 7 ms 7 ms 10.125.226.129
2 12 ms 15 ms 14 ms 69.63.254.169
3 8 ms 7 ms 7 ms ajax2.cable.teksavvy.com [24.52.255.70]
4 12 ms 12 ms 10 ms ajax2.cable.teksavvy.com [24.52.255.69]
5 20 ms 12 ms 20 ms tge11-3.fr4.yyz.llnw.net [208.111.134.241]
6 30 ms 30 ms 44 ms tge22-4.fr3.ord.llnw.net [69.28.189.137]
7 30 ms 30 ms 30 ms exchange-cust1.ch1.equinix.net [206.223.119.16]
8 41 ms 42 ms 41 ms xe-1-2-0.pat1.bfy.yahoo.com [216.115.97.196]
9 39 ms 41 ms 38 ms ge-0-0-0.pat2.bfz.yahoo.com [216.115.97.209]
10 42 ms 85 ms 43 ms ae-4.msr1.bf1.yahoo.com [216.115.100.25]
11 39 ms 41 ms 41 ms xe-5-0-0.clr2-a-gdc.bf1.yahoo.com [98.139.128.11
]
12 44 ms 38 ms 39 ms et-17-1.fab3-1-gdc.bf1.yahoo.com [98.139.128.41]
13 40 ms 39 ms 41 ms po-11.bas1-7-prd.bf1.yahoo.com [98.139.129.177]
14 306 ms 268 ms 250 ms ir2.fp.vip.bf1.yahoo.com [98.139.183.24]
Trace complete.

C:\Users\MS>tracert 98.139.183.24
Tracing route to ir2.fp.vip.bf1.yahoo.com [98.139.183.24]
over a maximum of 30 hops:
1 11 ms 7 ms 7 ms 10.125.226.129
2 14 ms 11 ms 15 ms 69.63.254.169
3 7 ms 8 ms 7 ms ajax2.cable.teksavvy.com [24.52.255.70]
4 11 ms 11 ms 11 ms ajax2.cable.teksavvy.com [24.52.255.69]
5 15 ms 15 ms 12 ms tge11-3.fr4.yyz.llnw.net [208.111.134.241]
6 31 ms 29 ms 36 ms tge22-4.fr3.ord.llnw.net [69.28.189.137]
7 31 ms 39 ms 29 ms exchange-cust1.ch1.equinix.net [206.223.119.16]
8 41 ms 43 ms 49 ms xe-1-2-0.pat1.bfy.yahoo.com [216.115.97.196]
9 41 ms 38 ms 44 ms ge-0-0-0.pat2.bfz.yahoo.com [216.115.97.209]
10 42 ms 82 ms 42 ms ae-3.msr1.bf1.yahoo.com [216.115.100.29]
11 54 ms 39 ms 52 ms xe-8-0-0.clr2-a-gdc.bf1.yahoo.com [98.139.232.91
]
12 45 ms 39 ms 39 ms et-18-25.fab4-1-gdc.bf1.yahoo.com [98.139.128.59
]
13 41 ms * 40 ms po-12.bas2-7-prd.bf1.yahoo.com [98.139.129.195]
14 59 ms 60 ms 64 ms ir2.fp.vip.bf1.yahoo.com [98.139.183.24]
Trace complete.

---------------------------------------------------------------------------------- ------------------

CABLE MODEM DIAGNOSTICS
This page will auto-refresh periodically.

--------------------------------------------------------------------------------

PC Connectivity:
USB: N/A
Ethernet: 1G BaseT
USB VendID: N/A
MAC Address: 80:c6:ab:7f:6c:44
Cable Signal: Ready
Tuning: Complete
Ranging: Complete
Data Service: Ready
Connecting: Complete
Configuring: Complete
Registering: Complete

Current State: Operational
Highest State Obtained: Operational
Configuration Parameters:
Computers Allowed by Service Provider: 2
Computers Detected by Modem: 1
Status Code: Operational
Software Version: STAC.02.50
Software Model: a81a
Bootloader: 2.3.1
Cable Signal Details

Forward Path:
Channel Frequency Power SNR BER Modulation
1 663.0 MHz 0.7 dBmV 38.6 dB 0.000 % 256 QAM
2 615.0 MHz -0.2 dBmV 38.8 dB 0.000 % 256 QAM
3 621.0 MHz 0.3 dBmV 38.9 dB 0.000 % 256 QAM
4 633.0 MHz 0.9 dBmV 39.3 dB 0.000 % 256 QAM
5 639.0 MHz 0.7 dBmV 39.3 dB 0.000 % 256 QAM
6 645.0 MHz 0.9 dBmV 39.0 dB 0.000 % 256 QAM
7 651.0 MHz 0.8 dBmV 39.0 dB 0.000 % 256 QAM
8 657.0 MHz 0.8 dBmV 38.6 dB 0.000 % 256 QAM

Return Path:
Channel ID Frequency Power Modulation
1 31.3 MHz 44.0 dBmV 64 QAM
2 25.3 MHz 44.0 dBmV 64 QAM
3 22.1 MHz 44.0 dBmV 64 QAM
4 38.6 MHz 44.0 dBmV 64 QAM

Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

Time Priority Description
Sat Feb 16 00:39:46 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Sun Jan 06 16:01:08 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=80:c6:a...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=80:c6:a...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Sat Oct 06 16:54:58 2012 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat Oct 06 06:19:07 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Sat Oct 06 01:30:17 2012 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=80:...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Sat Oct 06 01:25:09 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Oct 06 01:25:07 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Sat Oct 06 01:21:20 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Sat Oct 06 01:20:26 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Fri Oct 05 19:21:40 2012 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=80:...
Time Not Established Critical (3) DHCP FAILED - Request sent, No response;CM-MAC=80:c6:ab:7f:6c...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Thu Oct 04 13:54:20 2012 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=80:...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Thu Oct 04 00:01:11 2012 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=80:...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Wed Oct 03 23:46:39 2012 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=80:...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Wed Oct 03 21:38:33 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Wed Oct 03 21:37:34 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Wed Oct 03 21:36:35 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

With thanks

MissSherlock

join:2009-05-17
Ontario

4 edits
Hi All,

Test results for today:

Here are some troubleshooting steps you can skip the parts you've already provided.

1) Connect computer straight to your modem (bypass any routers as these are a common cause of slow speeds and are unsupported by us).

Not using any router at present.

2) Turn all equipment off and then back on starting with the modem and then any other devices.

No other devices running except modem and computer.

3) Check to determine if this may have resolved the issue (run speedtest @ speedtest.net, see if speeds back to normal)

No change.

4) Perform a factory reset on the modem by following the instructions below:
Thomson/Technicolor DCM475/476
a. Hold down the pinhole reset button on the back of the modem for 15 seconds.
------------------------------------------------

5) Record signal levels by following the steps listed below:
a. open up your web browser (firefox, internet explorer etc..)
b. in the address bar type 192.168.100.1

PC Connectivity:
USB: N/A
Ethernet: 1G BaseT
USB VendID: N/A
MAC Address: 80:c6:ab:7f:6c:44

Cable Signal: Ready
Tuning: Complete
Ranging: Complete
Data Service: Ready
Connecting: Complete
Configuring: Complete
Registering: Complete

Current State: Operational
Highest State Obtained: Operational

Configuration Parameters:
Computers Allowed by Service Provider: 2
Computers Detected by Modem: 1
------------------------------------------------
Thomson/Technicolour (DCM 475/476)
c. go to diagnositcs

Software Version:

Status Code: Operational
Software Version: STAC.02.50
Software Model: a81a
Bootloader: 2.3.1

Cable Signal Details

Forward Path:
Channel Frequency Power SNR BER Modulation
1 663.0 MHz 0.5 dBmV 38.6 dB 0.000 % 256 QAM
2 615.0 MHz -0.2 dBmV 39.0 dB 0.000 % 256 QAM
3 621.0 MHz 0.2 dBmV 39.0 dB 0.000 % 256 QAM
4 633.0 MHz 0.9 dBmV 39.4 dB 0.000 % 256 QAM
5 639.0 MHz 0.6 dBmV 39.3 dB 0.000 % 256 QAM
6 645.0 MHz 0.7 dBmV 39.4 dB 0.000 % 256 QAM
7 651.0 MHz 0.8 dBmV 39.2 dB 0.000 % 256 QAM
8 657.0 MHz 0.5 dBmV 38.9 dB 0.000 % 256 QAM

Return Path:
Channel ID Frequency Power Modulation
2 25.3 MHz 44.5 dBmV 64 QAM
1 31.3 MHz 44.5 dBmV 64 QAM
3 22.1 MHz 44.5 dBmV 64 QAM
4 38.6 MHz 44.5 dBmV 64 QAM

Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

Thu Feb 28 00:29:22 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
-----------------------------------------------

6) Is the modem connected via USB or RJ45 (ethernet cable)? RJ45

7) Please replace the RJ45 or USB cable, if you are using USB please try RJ45. Brand new cable

8) Test with another ethernet adapter or computer if able to. No other computer or cable.

9) What Operating System are you using: Windows 7-64 bit.

10) Disable IPv6 - I don't see why it should be disabled?
-------------------------------------------------

11) To ensure there is no software causing any issues start your computer in safe mode before running the following tests.

What other software would affect Internet connectivity? Trend Micro Titanium and Windows Firewall.
-------------------------------------------------

12) Complete the following tests

Windows:
Open command prompt (Windows key + R then type cmd and hit "ok") then type the following commands:

a. ping -n 50 google.ca [hit enter]
b. ping -n 50 yahoo.ca [hit enter]
c. tracert google.ca [hit enter]
d. tracert yahoo.ca [hit enter]
e. ping -n 50 127.0.0.1 [hit enter]
f. ipconfig /all [hit enter]

C:\Users\MS>ping -n 50 google.ca

Pinging google.ca [74.125.226.87] with 32 bytes of data:
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=15ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=14ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=14ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=10ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=12ms TTL=57
Reply from 74.125.226.87: bytes=32 time=13ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57
Reply from 74.125.226.87: bytes=32 time=11ms TTL=57

Ping statistics for 74.125.226.87:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 15ms, Average = 11ms

C:\Users\MS>ping -n 50 yahoo.ca

Pinging yahoo.ca [68.180.206.184] with 32 bytes of data:
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=86ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=81ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=81ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=88ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=81ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=86ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=81ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=88ms TTL=54
Reply from 68.180.206.184: bytes=32 time=81ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=85ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=87ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=92ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=82ms TTL=54
Reply from 68.180.206.184: bytes=32 time=84ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54
Reply from 68.180.206.184: bytes=32 time=85ms TTL=54
Reply from 68.180.206.184: bytes=32 time=81ms TTL=54
Reply from 68.180.206.184: bytes=32 time=85ms TTL=54
Reply from 68.180.206.184: bytes=32 time=85ms TTL=54
Reply from 68.180.206.184: bytes=32 time=85ms TTL=54
Reply from 68.180.206.184: bytes=32 time=83ms TTL=54

Ping statistics for 68.180.206.184:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 81ms, Maximum = 92ms, Average = 83ms

C:\Users\MS>tracert google.ca

Tracing route to google.ca [74.125.226.87]
over a maximum of 30 hops:

1 6 ms 7 ms 7 ms 10.125.226.129
2 13 ms 11 ms 11 ms 69.63.254.169
3 7 ms 7 ms 7 ms ajax1.cable.teksavvy.com [24.246.55.70]
4 11 ms 11 ms 11 ms ajax1.cable.teksavvy.com [24.246.55.65]
5 21 ms 17 ms 15 ms 72.14.212.134
6 13 ms 12 ms 12 ms 216.239.47.114
7 12 ms 10 ms 11 ms 64.233.175.98
8 11 ms 12 ms 10 ms yyz06s07-in-f23.1e100.net [74.125.226.87]

Trace complete.

C:\Users\MS>tracert yahoo.ca

Tracing route to yahoo.ca [68.180.206.184]
over a maximum of 30 hops:

1 6 ms 7 ms 7 ms 10.125.226.129
2 12 ms 11 ms 11 ms 69.63.254.169
3 8 ms 7 ms 7 ms ajax1.cable.teksavvy.com [24.246.55.70]
4 18 ms 11 ms 11 ms ajax2.cable.teksavvy.com [24.52.255.69]
5 28 ms 14 ms 10 ms tge11-3.fr4.yyz.llnw.net [208.111.134.241]
6 38 ms 29 ms 29 ms tge22-4.fr3.ord.llnw.net [69.28.189.137]
7 30 ms 29 ms 31 ms pat2.che.yahoo.net [206.223.119.17]
8 81 ms 83 ms 80 ms ae-6.pat1.dnx.yahoo.com [216.115.96.207]
9 81 ms 94 ms 123 ms ae-7.pat1.pao.yahoo.com [216.115.101.128]
10 83 ms 81 ms 82 ms ae-0-d160.msr1.sp1.yahoo.com [216.115.107.57]
11 85 ms 81 ms 84 ms te-8-1.bas-a2.sp1.yahoo.com [209.131.32.19]
12 84 ms 88 ms 82 ms w2.rc.vip.sp1.yahoo.com [68.180.206.184]

Trace complete.

C:\Users\MS>ping -n 50 127.0.0.1

Pinging 127.0.0.1 with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128
Reply from 127.0.0.1: bytes=32 time1ms TTL=128

Ping statistics for 127.0.0.1:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

-------------------------------------------------

13) Record speedtest results from 3 different test sites including ping, download speed, upload speed: February 27th at 4:30 p.m.

Download speed tests are very slow.

Speedtest.net - Toronto - Nexicon
Ping: 122ms
Down: 0.29 mbps
Up: 0.98 mbps

Speedtest.net - Hamilton
Ping: 11ms
Down: 6.61 mbps
Up: 0.99 mbps

Speedtest.teksavvy.com - 4:30 p.m.
Down: 6.83 mbps
Up: 0.98 mbps

Speedtest.teksavvy.com - 7:17 p.m.
1.60 mpbs
0.99 mpbs

bandwidthplace.com - Chicago
Down: 0.24 mbps
Up: 0.96 mbps

Thank you


creed3020
Premium
join:2006-04-26
Kitchener, ON
kudos:2
Reviews:
·TekSavvy Cable
reply to MissSherlock
I immediately notice from your first post of troubleshooting results that tracerts are showing high ping responses from 69.63.254.169 which is your second hop. This is Roger's equipment and look like there is something wrong right there. I don't see that same high ping response in your second set but that doesn't mean this hop isn't at fault. You can even see in your troubleshooting this morning that the second hop has a higher response than your third which isn't really expected. Keep doing those tracerts at different times of the day and record those results separately. I'm curious if a trend emerges or not.

On all of your download tests the upload speed is bang on but download speeds are really bad. I wish you had another modem to test with just to rule that out.

Nice signal stats overall. Your downstream SNR is really good so it doesn't look like the issue is with your wiring.

What is TSI saying at this point in the Direct Forum as to what the issue is?

MissSherlock

join:2009-05-17
Ontario
Hi C2roth,

Teksavvy has passed the problem to Rogers. Unfortunately, Rogers hasn't fixed the issue in the past because it is still happening.

It's a new modem as of Christmas. I'll see if Teksavvy might send me another replacement.

Aside from the connectivity problem, I've noticed a huge drop in speed/service starting at about 5 p.m. to about 9 p.m.

I'll keep doing tracerts for you throughout the day.

Thanks,


creed3020
Premium
join:2006-04-26
Kitchener, ON
kudos:2
Reviews:
·TekSavvy Cable
Well I am glad to hear this has been passed onto Rogers to correct. Hopefully they do due diligence this time and actually correct the problem.

Was the new modem at Christmas a replacement for another cable modem or because you were just signing up for the service for the first time? I'm just trying to establish a timeline. If the modem is brand new and loaded with up to date firmware then I don't see the immediate need for a modem replacement.

Yeah the speed will be slowest during those hours as they are the prime time hours when internet usage is heaviest. Cable and DSL both have points of potential congestion. Based on your tracerts it looks like a piece of Roger's equipment local to you is suffering from congestion.

MissSherlock

join:2009-05-17
Ontario

1 edit
Hi c2roth,

Update from Teksavvy via Rogers:

"The update informs that the modem was not connected directly to the computer without a router connected when they were trying to remotely fix the issue. If the modem is not connected to the computer Rogers is unable to remote into the modem and fix the issue, and if a router is connected they will only see router information and not complete the troubleshooting."

Rather interesting comment from Rogers since I don't have a router. I'm hooked-up directly to my computer!

I wonder if they are checking the right account. Is this a problem of congestion?

Thanks


silvercat

join:2007-11-07
said by MissSherlock:

"The update informs that the modem was not connected directly to the computer without a router connected when they were trying to remotely fix the issue. If the modem is not connected to the computer Rogers is unable to remote into the modem and fix the issue, and if a router is connected they will only see router information and not complete the troubleshooting."

Sounds like they actually want access to your computer. I'd feel uneasy about this.

MissSherlock

join:2009-05-17
Ontario


Hi Silver,

What's the scoop with this direct access to my computer.

Thanks


silvercat

join:2007-11-07
hi MissSherlock:

I do not know. But, from the update Teksavvy provided to you, they need your computer directly hooked up to the modem to "remotely fix the issue". So to me it seems what they mean is they need access to your computer in some way to troubleshoot. Perhaps the reason they weren't able to, is perhaps a firewall prevented that from happening.

I could be mistaken about this, but that's how i interpreted it.

MissSherlock

join:2009-05-17
Ontario

Hi c2roth and Silvercat,

Rogers/Teksavvy have reprovisioned the modem. Let's keep our fingers crossed that my speeds will be back.

Thanks for all your help.


creed3020
Premium
join:2006-04-26
Kitchener, ON
kudos:2
Reviews:
·TekSavvy Cable
said by MissSherlock:

Hi c2roth and Silvercat,

Rogers/Teksavvy have reprovisioned the modem. Let's keep our fingers crossed that my speeds will be back.

Thanks for all your help.

That sounds good. Keep us posted, clearly something was fishy.

In regards to their comment don't read too far into it. Their techs can be clowns. I've seen that same statement before when I had the modem connected for a 24 hr period and they said that the router was inline when it clearly wasn't. I was prepared to troll them with a picture of my network setup but that wasn't going to get me anywhere... They don't want access to your PC per say, they just don't support third party routers and want to eliminate that kind of equipment of the network topology in order to rule it out as potential problem. It also conveniently provides them something to scapegoat.