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mcsjr454

join:2013-06-25
Cedar Grove, WV

[Connectivity] Second Step in getting an Issue resolved

Hello my name is Mike, for approximately 3 full weeks now, this is the start of the fourth week, at 11AM EST my internet speed slows to a complete crawl. Enough so that I can't do anything but view text pages, after letting them load for up to 2 minutes. This continues until about 7PM EST. I have tried multiple times, doing the whole tech support thing, dancing and prancing around plugging and unplugging everything, that never works. So I downloaded Ping Plotter, and decided to come armed with some information, that may help in getting the real issue resolved, as my CPU, cables, router, and modem are less than a year old, and work perfectly fine after 7 PM and before 11 AM.

The problems start arising at 66.76.232.41.tyd.suddenlink.net with a 10-15% packet loss.
Then at following jump 66.76.232.29.tyd.suddenlink.net I receive multiple time outs
Followed by 66.76.232.6 chicosrc01-10gex-1.tex.sta.suddenlink.net also timing out multiple times.

Now I don't like to be hardnosed, but do I only pay 50% of my bill? NO! Then why am I only getting 50% of my service? I contacted the online help thursday, and was told to come back if the problem remained after 3 days, and that the info would be forwarded as to where the problem lies.


mcsjr454

join:2013-06-25
Cedar Grove, WV

Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 729000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -5.5 dBmV
Downstream SNR : 36.9 dB

Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 32000000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 5120 Ksym/sec
Upstream transmit Power Level : 45.7 dBmV
Upstream Mini-Slot Size : 2

Time Not Established Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Time Not Established Error (4) ToD request sent - No Response received;CM-MAC=00:1f:e2:83:24...
Time Not Established Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Time Not Established Error (4) ToD request sent - No Response received;CM-MAC=00:1f:e2:83:24...
Time Not Established Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Time Not Established Warning (5) Auth Reject - No Information
Time Not Established Time Not Established Warning (5) ToD request sent - No Response received

This the modem info, while the slow connection is happening.



SDL L3Tech

join:2011-06-07
Tyler, TX
kudos:28
reply to mcsjr454

Please attach your Pingplotter sample set of the problem to this thread and PM me your cable modem's MAC address and current public IP (whatismyip.com).


mcsjr454

join:2013-06-25
Cedar Grove, WV

1 edit

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These are the three most recent runs, the packet loss happens on and off, and i haven't been able to catch it. Still using the free version unfortunately and haven't figured out how to rewind, if it even does.


SDL L3Tech

join:2011-06-07
Tyler, TX
kudos:28

1 recommendation

reply to mcsjr454

I have isolated the cause of the packet-loss to errors on the node. Since this is an RF Plant problem that I am unable to fix remotely, I have contacted the local engineers to further isolate and correct the problem. I will let you know when I receive an update.


mcsjr454

join:2013-06-25
Cedar Grove, WV

I appreciate your help, and the speed at which you replied. You my friend are a great asset to Suddenlink!



SDL L3Tech

join:2011-06-07
Tyler, TX
kudos:28
reply to mcsjr454

I have looked at the node a few times today and it looks significantly better than yesterday. The severe errors have not occurred yet. How has it looked on your side so far today?


mcsjr454

join:2013-06-25
Cedar Grove, WV

It is heads and tails better. I am more than satisfied with how well my connection has been today. Thank you again.



SDL L3Tech

join:2011-06-07
Tyler, TX
kudos:28
reply to mcsjr454

Glad to hear it. There are still no "uncorrectable" FEC errors so it looks like the locals found the main cause of them.


mcsjr454

join:2013-06-25
Cedar Grove, WV

Things are still going great, thanks again for the help.