OptimumOnline → [OOL] Packet loss....started yesterday

Anyone experiencing packet loss? Started yesterday and is getting worse today. Just ran a ping test, 22% loss.

Any help appreciated

Ping statistics for 24.188.xx.xx:
    Packets: Sent = 40, Received = 40, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 39ms, Average = 18ms
 
 

No packet loss here, cable modem is in the Bronx.

Modem logs:
2013-09-05 16:10:49 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 16:10:48 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 16:07:24 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 16:07:23 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 16:05:27 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 16:02:20 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:52:58 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:49:31 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:49:30 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:49:29 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:46:51 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:42:16 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:40:28 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:23 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:22 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:21 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:20 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:19 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:18 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:17 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-09-05 15:38:16 3-Critical R02.0 No Ranging Response received - T3 time-out

Modem signals:
Downstream
Value
Frequency 639000000 Hz
Signal to Noise Ratio 31 dB
Downstream Modulation QAM256
Network Access Control Object ON
Power Level 4 dBmV

Upstream
Channel ID 3
Frequency 32000000 Hz
Ranging Service ID 387
Symbol Rate 5.120 Msym/s
Power Level 44 dBmV
Upstream Modulation [1] QPSK
[3] 16QAM
[2] 64QAM

Google Ping:
Ping statistics for 173.194.43.0:
Packets: Sent = 250, Received = 188, Lost = 62 (24% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 2916ms, Average = 46ms

Thanks Network Guy. Posted results above.

Anyone else?

quote:

---

Downstream
Value
Frequency 639000000 Hz
Signal to Noise Ratio 31 dB
Downstream Modulation QAM256
Network Access Control Object ON
Power Level 4 dBmV

---

OOL FAQ re: noise level

Check your indoor cables and splitters. Seems you're getting more noise than acceptable.

I checked and reseated all of them. So far, no change. I can see a splitter degrading over a period of time but I'm not seeing how it could in 24 hours. 31db is above the spec of >30db.

Optimum told me that the modem needs to be swapped.

Too bad, OOL was just starting to work properly. Total waste of time.

Just an FYI;

Optimum is currently in the process of actively purging older DOCSIS 2.0 Modems from their system, and deploying DOCSIS 3.0 Modems by default...

I'd suggest placing a service call for an OOL Truck Roll, so that the line tech can check out your line from the drop to the tap, and also swap out your old D2 Modem at the same time.

-Tursiops_G.

Thanks for the heads up. Will not be needing OOL service beyond the end of this month due to relocation. Don't want to waste my time or theirs with a truck roll.

It sure would be nice if things could just work for a change. The problems keep happening (and, of course, the bills keep on coming).

Looking at tracert's to Google (and others) receiving a number of timeouts and some really wild numbers along many of the hops.

Really doesn't seem to be a local issue (modem, etc) but rather a larger routing/network issue.

Perhaps, but your SNR of 31dB is still at the bottom end of the spec, and is indicative of potential issues with your drop/node... :/

"Typical" SNR usually ranges in the Mid to upper 30s... 35-38dB is more the norm, than the exception...

-Tursiops_G.

Fair enough. I just swapped the one splitter that exists (wall -> splitter -> modem) to see if it makes a difference. That splitter was new from optimum the last time they came out.

In the first couple tracerts - no difference.

My "best" ping test yet!

Packets: Sent = 50, Received = 27, Lost = 23 (46% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 629ms, Average = 50ms

Only other thing to try is connecting modem straight without splitter in between.

Not much else you can do beyond that.

Indeed.

Well it's not often you can SEE a network issue but TV is unwatchable. Pixelated video and chopped up audio...

Ugh....

Pixelation and choppy audio both hint at line quality issues.

Get yourself the truck roll.

1) Scheduled truck roll for tomorrow
2) Packet loss miraculously stops at 8 am even though they claim they did "nothing on their end" and 100% for certain nothing was done on this end
3) Packet loss miraculously starts again at 2 pm

Still have truck roll scheduled for tomorrow, what a way to waste an afternoon when clearly the issue is on their end.

Pixelation and choppy audio doesn't go away remotely.

I had the same problem a long time ago; pixelation; mostly during primetime. My problem went away with a signal booster.

Not to say that will fix your issue. Let them figure it out.

I hope you scheduled the truck roll for 2pm and later.

If it magically goes away it would be because of someone doing work in the area. Otherwise it may be an issue with the signal inside/outside your home that a tech will fix tomorrow.

Is this EVERY day between 8am and 2pm, or only on Mon-Fri?
Is it bad ALL DAY on the Weekends?

I'm thinking, What usually Happens Mon-Fri between 8am-2pm?... SCHOOL...

Just a Thought,

-Tursiops_G.

2 truck rolls (one Saturday and one Sunday). TV issues have gotten progressively worse. The TV is always fine earlier in the day and then goes downhill, including weekends. Between both truck rolls everything has been touched (all cables, connections, splitters, etc).

Modem swap seems to have improved internet, not sure if more downstream channels has increased tolerance.

Same old...