US Telco Support → CenturyLink > centurylink Avilla,IN bad again. Fixed 1st time by FCC

Re: Avilla, IN Service quality bad again. Fixed 1st time by FCC

Looks like the load balance issue is fixed. Internet is working great at anytime during the day now. 10 down .78 up with 13ms to Chicago.

Looks like there looking to upgrade my area slowly for bonded internet. Looking forward to that.

Thanks for the positive feedback! Glad to hear things are working as they should. Let me know if there's anything we can help with.

TalkToUs@CenturyLink.com

-Doug

Well Since June 17th after the load balance issue was fixed the internet was working great! 13-14ms to Chicago everyday and anytime. Also 10 down and .78 up consistently. Thought this was going to be the end of the issues.

After Aug 1st, 'the outage', my ping has risen to a consistent 40-60 ms to the same Chicago server plus the bandwidth test will go up to around 9Mbps down but not instantly like usual. It almost takes the whole test length, in time, to reach that 9Mbps. Same for reaching .78 up. I get about .70 now.

I feel there is something wrong still after the outage. Any info from others would be great. I finally thought the internet would be "perma" fixed for a while this time round. I've been through the hoops multiple times for different issues all retaining the internet provided from Centurylink. Last time around it was a load balancing issue between two cites. Not sure what happened this time but if it's considered "fixed" (like all the the techs I've talked to so far have said)

I'm sad to say that it surely is not on my end. I will be looking into this again. I use a lot of my time dealing with this company and trying to help them fix their own problems. Each issue I run into never gets completely fixed unless I hop on board and bother you guys to the end(which I shouldn't be doing as a customer). I've emailed whom I think should know about the issue but we'll see what I run into.

The issue only pertains to nights, it seems. This morning it seems to be working fine, but at night that's when I have the issues stated above...

Again, it's hard to hear it's fixed when my latency has tripled and the time to reach my max bandwidth has also tripled after Aug, 1st 2013 outage.

I'll do some tests tonight and post the results. Maybe through this Monday, the issue will be resolved without notification.

Thanks,

Matt

Went ahead and ran some more tests. Everything seems to be checking out ok. I'll keep an eye on it. So far so good.

Weird thing I ran into last night. It's regarding the game Diablo 3. Others are having this issue but Blizzard is saying it's an ISP issue. The IP the Diablo 3 is on is the following : 12.129.209.68

Last night around 8-9 I started to lag really bad then I could log into Diablo anymore. Everything else I did worked. It was related to the game itself but Blizzard the maker of Diablo/WoW/Starcraft 2 is saying that it's an ISP issue and not there end.

Tracing route to 12.129.209.68 over a maximum of 30 hops
 
  1     *       <1 ms    <1 ms  chihiro.aosake.net [192.168.102.1]
  2    24 ms    25 ms    29 ms  173-228-7-1.dsl.static.sonic.net [173.228.7.1]
  3    22 ms    19 ms    21 ms  gig1-4.cr1.lsatca11.sonic.net [70.36.243.13]
  4    19 ms    19 ms    19 ms  0.xe-5-1-0.gw.pao1.sonic.net [69.12.211.1]
  5    27 ms    19 ms    19 ms  te0-0-0-15.ccr21.sjc04.atlas.cogentco.com [38.4.141.81]
  6    23 ms    21 ms    30 ms  be2017.mpd21.sfo01.atlas.cogentco.com [154.54.165]
  7    60 ms    59 ms    60 ms  te0-2-0-2.mpd22.mci01.atlas.cogentco.com [154.54.7.221]
  8    69 ms    68 ms    77 ms  te0-4-0-2.ccr22.dfw01.atlas.cogentco.com [154.54.46.218]
  9    74 ms    73 ms    77 ms  be2031.ccr21.dfw03.atlas.cogentco.com [154.54.46]
 10   109 ms   112 ms   115 ms  192.205.36.221
 11   100 ms   110 ms     *     cr2.dlstx.ip.att.net [12.122.138.18]
 12   115 ms   110 ms    99 ms  cr2.la2ca.ip.att.net [12.122.28.178]
 13   105 ms   101 ms    99 ms  gar29.la2ca.ip.att.net [12.122.129.241]
 14   110 ms   102 ms   107 ms  12-122-254-234.attens.net [12.122.254.234]
 15    99 ms   107 ms   109 ms  mdf001c7613r0003-gig-12-1.lax1.attens.net [12.9.193.254]
 16     *        *        *     Request timed out.
 ...
 30     *        *        *     Request timed out.
 
Trace complete.
 

After the outage in my area I'm back to where I was before the fix on the balance loads through the two cities in my area.

Here are my modem stats... Worse during peak hours.

Stats shown @ 11:00am 8/6/13
VPI/VCI: 8/35
DSL Speed (Down/Up): 11774/891 Kbits/sec
Internet: Connected
Release/Renew Connection
Connection Type: Routed
WAN Gateway IP: 67.236.160.1
Primary DNS IP: 67.235.59.242
Secondary DNS IP: 67.235.59.246

Transceiver Information


Downstream Path


Upstream Path

DSL Speed (Kbits/Sec)


11774


891

Margin (dB)


19.0


17.3

Line Attenuation (dB)


21.5


10.2

Transmit Power (dBm)


0.0


11.4

Pingtest at 11:11pm

»www.pingtest.net/result/84713939.png

Speedtest at 11:14pm

»www.speedtest.net/my-result/2885618250

Centurylink Speedtests

Chicago, IL @ 11:19PM

Download Speed: 4209 kbps (526.1 KB/sec transfer rate)
Upload Speed: 634 kbps (79.3 KB/sec transfer rate)
Latency: 40 ms
Tuesday, August 06, 2013 11:19:52 PM

Ashburn, VA @ 11:21PM

Download Speed: 3838 kbps (479.8 KB/sec transfer rate)
Upload Speed: 695 kbps (86.9 KB/sec transfer rate)
Latency: 44 ms
Tuesday, August 06, 2013 11:21:41 PM

Ping to WAN GATEWAY IP(1st Hop) : 67.236.160.1 @ 11:27pm

Pinging 67.236.160.1 with 32 bytes of data:
Reply from 67.236.160.1: bytes=32 time=11ms TTL=254
Reply from 67.236.160.1: bytes=32 time=26ms TTL=254
Reply from 67.236.160.1: bytes=32 time=26ms TTL=254
Reply from 67.236.160.1: bytes=32 time=17ms TTL=254

Ping statistics for 67.236.160.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 26ms, Average = 20ms

Trace Route to google.com @ 11:28pm

Tracing route to google.com [74.125.225.73]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 10.0.0.1
2 22 ms 30 ms 31 ms in-67-236-160-1.dhcp.embarqhsd.net [67.236.160.1]
3 32 ms 40 ms 36 ms in-67-237-46-189.sta.embarqhsd.net [67.237.46.189]
4 24 ms 52 ms 70 ms 208-110-248-225.centurylink.net [208.110.248.225]
5 60 ms 29 ms 26 ms bb-chcgildt-jx9-01-ae1.0.core.centurytel.net [208.110.248.14]
6 75 ms 62 ms 28 ms 208-110-240-26.centurylink.net [208.110.240.26]
7 48 ms 45 ms 31 ms 209.85.254.130
8 26 ms 37 ms 59 ms 209.85.250.30
9 14 ms 14 ms 14 ms ord08s07-in-f9.1e100.net [74.125.225.73]

Trace complete.

Well, it looks like I'm back to where I was before. No real response yet from any higher ups. I got a great local tech working hard for me, but everyone else I've CC'd in the email, IHD team, Talk to us.. no response.

This is getting really old. I'm guessing it's the same issue. My 1st hop from the modem has gone from the normal 8ms to averaging 20-80ms(depending on the time) and my bandwidth from 7pm-12/1am has gone from 10 down to 3-5 down. Upload has gone from .78 to .6ish.

Another night of useless LAN line internet. Back to streaming stuff with my 4GLTE cell phone... Knocks my CL package off it's feet. My CL package is basically 1.2MBps down with 13ms ping to chicago. My 4GLTE is 40ms @ 6.6MBps... To bad I need that lower latency LAN line internet offers...

Alright enough steam blown off. Time for bed.

So,

I've emailed TalkToUs and IHD offices with no response back. No info on when this will get fixed. The only person doing anything about it is the local tech. Which, he emailed the engineers from the last fix and he hasn't heard back from them either. Any help Centurylink would be nice! How long am I going to have this peak hour issue? The internet is useless for me now cause when I use it is when it's peak time.

Someone respond to this at least. TalkToUs where are you at.

Another load balance at a new locations. IHD is on the issue now along with the engineers. Will update as I get more info. I guess the headache of bothering ends with a smile... I know it's effecting other CL customers so it bothers me if I don't say something and do all I can to let CL know that there is an internal issue.

Re: centurylink Avilla,IN bad again. Fixed 1st time by FCC

Well, we had another outage last night that the automation system on the 24.7 repair line responded with a repair time of 11pm. I called at 11:30 and it seems the automation was saying everything was fixed. Talked to a lady and she said that the estimated repair time for my area was in November... Fifty some days until a fix? Yikes.

I'm from a small town a few miles south of Fort Wayne and we'e had bandwidth exhaustion issues during pretty much the same windows as you. I contacted Century Link because of a resurgence of the issue starting around the beginning of last week. I was told October is when they expect to resolve the issue for us. However I was also originally told in February that he issue would be resolved in March, so I don't really believe anyone at this point.

Modem Stats

DSL Speed (Down/Up): 11774/891 Kbits/sec
Internet: Connected
Release/Renew Connection
Connection Type: Routed
WAN Gateway IP: 67.236.160.1
Primary DNS IP: 205.171.203.226
Secondary DNS IP: 205.171.2.226

..........................................Down.........UP

DSL Speed (Kbits/Sec).........11774........891
Margin (dB).........................19.4........15.9
Line Attenuation (dB)............21.5........10.2
Transmit Power (dBm).............0.0........11.4

Here are internal CL speedtest results... On a good day I ping around 40ms with +10 down and .70up

Chicago, IL

Download Speed: 2911 kbps (363.9 KB/sec transfer rate)
Upload Speed: 741 kbps (92.6 KB/sec transfer rate)
Latency: 127 ms
Thursday, September 19, 2013 8:47:54 PM

Ashburn, VA

Download Speed: 1576 kbps (197 KB/sec transfer rate)
Upload Speed: 630 kbps (78.8 KB/sec transfer rate)
Latency: 166 ms
Thursday, September 19, 2013 8:49:41 PM

Well,

Trying to stream Netflix. Buffering every minute now... This is getting frustrating. CL get your things together pleeeasee.

Have you gotten a response from CenturyLink about the latest round of problems?

"I’ve forwarded all those results off to the team that’s been working on this. I’m hoping they’ll give me some type of update soon. "

I forwarded those results to IHD to pass along to engineering last night and he responded this morning with that response above. It's been more than a week since engineering has contacted my IHD contact, to my knowledge.

My local tech has confirmed issues with other CO techs in the Topeka and Shipshewana areas. Both CO techs here in Avilla and there said they are not finding anything wrong with the CO equipment. So it's definitely an internal issue past the CO hops.

I've had to call 2 people @ CL to give me a 28 dollar credit out of 45(they argued I had internet that was fine and congestion issues don't deserve a full credit). Other than that. Nothing. Just waiting around...

Before it was a balance load issue between some cities but that was an issue to my 1st hop(WAN GATEWAY). Usually is 8ms and it was at 100ms. After they fixed that, my latency and bandwidth degraded again. I've had issues ever since I've had service with CL. 1st year was ok, then I had this problem.. reported a FCC complaint. Got 200+$ of money back and a free modem. After that it was ok for about another year. Now it's back to shit. I've been with them for 3+ years. No other service here.

My IHD contact is working behind in another realm besides the 24/7 repair people. 24/7 repair people only see a ticket they just recently issued for a congestion issue that has a resolution date of 11-15-13... All they can do is check the line stats and issues reported. Other than that they have to escalate it to the IHD escalations team, whom I'm in contact with now.

We'll see what happens. I usually call every night to check for updates. Sometimes there are issues the automated 24/7 line doesn't say and vice versa.

The 11-15-13 date is around when the local tech told me that they are installing a few more atrans 3000's and the CO will then be routed around this whole mess. So I'm hoping they have a fix till then if not.. they might be pushing this off till that upgrade happens.

FYI, On this current issue that started in May. I have a 87 email thread going.

UPDATE... looks like another redback issue in Plymouth, IN. Local tech just emailed me. I'll update after the fix and let everyone know the results...
Current estimated restore time is 09/20/2013 21:25 EDT

We'll see...

Things seem a bit better but will update tonight on the stats and tests..

Things are better for me now in Warsaw, during peak hours I only get about a ten MS increase in ping which is not noticeable, hopefully things are better for you.

It's been better but isn't 100%. I'll run some tests tonight hopefully so we can see a then and now.

From what I understand we all hookup in Plymouth, IN and that is where they are having issues with the equipment. Besides that my area is in exhaustion but shouldn't effect my speeds at all due to the CO DSLAM, I'm hooked to, handling all of the throughput at a max of around 70%. The backbone out of Avilla's CO is fiber lines.

Also got an update that the exhaustion issue will be resolved in November and that is when they will be installing more DLSAMS and re-routing the backbone... That I think will help improve things on your end more.

Max speeds we get up here currently at 10down 894up. As for the upgrade.. that should increase the bandwidth for higher speed packages but that might take a while as they have to test it and auth it.

Good luck and if you have issues don't hesitate to email or call them.

TalkToUs@centurylink.com
24/7 Repair Line 1-800-788-3600

Thanks

I had centurylink Columbia City for 10 days and was not impressed. 7pm hit and my pings went from 26ms to over 250ms and downloads went from 10mb to barely hitting 1mb. Luckily, someone on this forum got me to the Centurylink 30 day satisfaction guarantee. On Friday, I had Mediacom out to install high speed internet and I got to test that all weekend before I cancelled CL. I am consistently getting ping times at 26ms and download speeds over 15mb down and 1.5mb up. I wish you the best of luck....but anyone out there not pleased with CL and your within your 30 grace period....google "Centurylink 30 day satisfaction guarantee" and fill out the form and you home free. I didn't pay a dime to cancel my service after 10 days. Best of luck OOMJR in Avilla, I hope they truly work out the issues.

Hope you the best as well. I'll need to post the results of what I get now soon. It's better but not 100%. usually 25-30 ping with 10 down now. Chicago ping is at 30 rather than 14. Jitter has gone down to around 2-3. So they did improve the issue but it's not completely fixed. Hope Mediacom is solid for you!

I feel your pain OOMJR. We once had 10Mbps service but when it began failing consistently, it was suggested we drop to 6Mbps. We've been on it a couple of months and the speeds are falling again. Of all the ISP's I've been with, Centurylink is By Far the worst.

Hello Jeff,
Send us your account information to our email TalkToUs@Centurylink.com We are a small group of managers that can look into this further for you.