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Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

Issues the last month!

Click for full size
Click for full size
this is the speed im getting on a 15mbps, its been happening pretty much all the time.. rarely ever so often ill get 15mbps but only for it to drop down again

gatorkram
Need for Speed
Premium Member
join:2002-07-22
Winterville, NC

gatorkram

Premium Member

I think your downstream power level is out of spec. I am pretty sure it should be -15 to +15 with 0 being perfect. From what I see in your shot, yours is -16

moldypickle
Premium Member
join:2009-01-04
Haughton, LA

moldypickle

Premium Member

Yup, call in and have a tech come out. Looks like your amp needs adjusted or a house amp added.

Why are you using a phone to speedtest over wifi?
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M to gatorkram

Member

to gatorkram
said by gatorkram:

I think your downstream power level is out of spec. I am pretty sure it should be -15 to +15 with 0 being perfect. From what I see in your shot, yours is -16

I figured that, it worked for the last 7 years no issues then all the sudden its been like that..
Cobra11M

Cobra11M to moldypickle

Member

to moldypickle
and I did it on the phone because the computer wouldn't finish the speedtest at all
Metricks
join:2014-01-16

Metricks to Cobra11M

Member

to Cobra11M
I've been experiencing the exact same thing for over two months now.

I have been credited two months of service so far.

I refuse to let this issue go unresolved as there are no other providers in the area aside from a metered wifi mesh.
C:\Users>tracert suddenlink.com

Tracing route to suddenlink.com [208.47.185.205]
over a maximum of 30 hops:

1

»www.speedtest.net/my-res ··· 35160472

C:\Users>ping www.google.com -t

Pinging www.google.com [74.125.225.240] with 32 bytes of data:
Reply from 74.125.225.240: bytes=32 time=720ms TTL=52
Reply from 74.125.225.240: bytes=32 time=382ms TTL=52
Reply from 74.125.225.240: bytes=32 time=666ms TTL=52
Reply from 74.125.225.240: bytes=32 time=645ms TTL=52
Reply from 74.125.225.240: bytes=32 time=890ms TTL=52
Reply from 74.125.225.240: bytes=32 time=664ms TTL=52
Reply from 74.125.225.240: bytes=32 time=822ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1177ms TTL=52
Reply from 74.125.225.240: bytes=32 time=832ms TTL=52
Reply from 74.125.225.240: bytes=32 time=741ms TTL=52
Reply from 74.125.225.240: bytes=32 time=827ms TTL=52
Reply from 74.125.225.240: bytes=32 time=914ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1076ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1279ms TTL=52
Reply from 74.125.225.240: bytes=32 time=638ms TTL=52
Reply from 74.125.225.240: bytes=32 time=616ms TTL=52
Request timed out.
Reply from 74.125.225.240: bytes=32 time=933ms TTL=52
Reply from 74.125.225.240: bytes=32 time=849ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1080ms TTL=52
Reply from 74.125.225.240: bytes=32 time=805ms TTL=52
Request timed out.
Reply from 74.125.225.240: bytes=32 time=1220ms TTL=52
Reply from 74.125.225.240: bytes=32 time=906ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1426ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1173ms TTL=52
Reply from 74.125.225.240: bytes=32 time=773ms TTL=52
Reply from 74.125.225.240: bytes=32 time=897ms TTL=52
Reply from 74.125.225.240: bytes=32 time=931ms TTL=52
Reply from 74.125.225.240: bytes=32 time=580ms TTL=52
Reply from 74.125.225.240: bytes=32 time=593ms TTL=52
Reply from 74.125.225.240: bytes=32 time=554ms TTL=52
Reply from 74.125.225.240: bytes=32 time=647ms TTL=52
Reply from 74.125.225.240: bytes=32 time=621ms TTL=52
Reply from 74.125.225.240: bytes=32 time=755ms TTL=52
Reply from 74.125.225.240: bytes=32 time=919ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1067ms TTL=52
Request timed out.
Reply from 74.125.225.240: bytes=32 time=861ms TTL=52
Request timed out.
Reply from 74.125.225.240: bytes=32 time=380ms TTL=52
Reply from 74.125.225.240: bytes=32 time=636ms TTL=52
Reply from 74.125.225.240: bytes=32 time=626ms TTL=52
Reply from 74.125.225.240: bytes=32 time=860ms TTL=52
Reply from 74.125.225.240: bytes=32 time=718ms TTL=52
Reply from 74.125.225.240: bytes=32 time=757ms TTL=52
Request timed out.
Reply from 74.125.225.240: bytes=32 time=569ms TTL=52
Reply from 74.125.225.240: bytes=32 time=902ms TTL=52
Reply from 74.125.225.240: bytes=32 time=548ms TTL=52
Reply from 74.125.225.240: bytes=32 time=481ms TTL=52
Reply from 74.125.225.240: bytes=32 time=719ms TTL=52
Reply from 74.125.225.240: bytes=32 time=929ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1133ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1208ms TTL=52
Reply from 74.125.225.240: bytes=32 time=924ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1172ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1518ms TTL=52
Request timed out.
Reply from 74.125.225.240: bytes=32 time=709ms TTL=52
Reply from 74.125.225.240: bytes=32 time=856ms TTL=52
Reply from 74.125.225.240: bytes=32 time=333ms TTL=52
Reply from 74.125.225.240: bytes=32 time=330ms TTL=52
Reply from 74.125.225.240: bytes=32 time=338ms TTL=52
Reply from 74.125.225.240: bytes=32 time=363ms TTL=52
Reply from 74.125.225.240: bytes=32 time=371ms TTL=52
Reply from 74.125.225.240: bytes=32 time=84ms TTL=52
Reply from 74.125.225.240: bytes=32 time=73ms TTL=52
Reply from 74.125.225.240: bytes=32 time=83ms TTL=52
Reply from 74.125.225.240: bytes=32 time=123ms TTL=52
Reply from 74.125.225.240: bytes=32 time=83ms TTL=52
Reply from 74.125.225.240: bytes=32 time=94ms TTL=52
Reply from 74.125.225.240: bytes=32 time=220ms TTL=52
Reply from 74.125.225.240: bytes=32 time=657ms TTL=52
Reply from 74.125.225.240: bytes=32 time=1678ms TTL=52

Ping statistics for 74.125.225.240:
Packets: Sent = 75, Received = 69, Lost = 6 (8% loss),
Approximate round trip times in milli-seconds:
Minimum = 73ms, Maximum = 1678ms, Average = 738ms
Control-C
Cobra11M
join:2010-12-23
Mineral Wells, TX

1 edit

Cobra11M

Member

that's exactly what mine was doing, now speeds are back to normal, I can only hope it stays that away but I doubt it

right now my power on the down is -15 and its working great.. but in a few hours or even if I split it it wont work

there has never been a amplifier installed on the line.. I figured the wiring might need to be redone or something? btw do the Suddenlink techs charge if they come out? right now my father is in the hospital gonna have triple by pass surgery in the mornin and im 23, so a lot of this stuff im trying to get straightened out

moldypickle
Premium Member
join:2009-01-04
Haughton, LA

moldypickle

Premium Member

According to the price changes a couple months back, all truck rolls are supposed to cost now.
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

Lovely.. I guess ill drop them then for nextlink (wisp) id rather have no cap and no bs..

moldypickle
Premium Member
join:2009-01-04
Haughton, LA

moldypickle

Premium Member

I would agree that the fees are getting a bit ridiculous anymore. I'm intending to drop the tv portion myself, but have to keep the internet as I have 0 alternate providers (excluding sat)
Cobra11M
join:2010-12-23
Mineral Wells, TX

1 edit

Cobra11M

Member

ya it is, if they really think they are keeping north texas they are loosing people left and right.., for the same price I can get the wisp service and if I refer people I get internet free for 6 months plus they have 25mbps tier.... I care less about suddenlinks tv service as I already dropped down to basic.. my modem so far is working again but way out of spec now -21 down.. I wonder if I could buy a amplifier? and install it myself? hmm its funny how this has been working for 7 years straight no issues then all the sudden bam

moldypickle
Premium Member
join:2009-01-04
Haughton, LA
ARRIS SB8200
Ubiquiti UDM-Pro
Ubiquiti UniFi UAP-nanoHD

moldypickle

Premium Member

you could buy an amp, but it's more money than I'd bet you're willing to actually put into it. But if you're that low at the pole, then the house amp won't fix the problem, just mask it or even amplify it.

Most companies really aren't worried about customer churn since in the not heavily pop'd areas there's really little if any competition. Plus SL is going to be taking IN churn from other isp that are screwing their customers too, lol
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

very true, surprisingly this area has about 5 providers, AT&T (DSL max 6) Skybeam (WISP sucks), Extreme Internet (low end dail-up) and then Next Link another WISP.. and of course Suddenlink them selves.. right now its working great thankfully.. -23... its a docsis 2 modem, not sure if a new one would help anything but like you said if im that low on there then I might not have much choice.. I wonder why SL hasn't chimed in on it lol

moldypickle
Premium Member
join:2009-01-04
Haughton, LA

moldypickle

Premium Member

jump on the chat support real quick and ask them if there is a truck roll charge to come fix the signal level as it's causing problems. They may waive it for you

gatorkram
Need for Speed
Premium Member
join:2002-07-22
Winterville, NC

gatorkram

Premium Member

I thought a truck roll was free if they found a problem, and not free if they didn't. Did that change?

moldypickle
Premium Member
join:2009-01-04
Haughton, LA

moldypickle

Premium Member

That wasn't clarified in the price change paper. Just said truck rolls are $40.00

gatorkram
Need for Speed
Premium Member
join:2002-07-22
Winterville, NC

gatorkram

Premium Member

said by moldypickle:

That wasn't clarified in the price change paper. Just said truck rolls are $40.00


I know I'd be really pissed if the issue was on their side of things, and they tried to charge me for fixing it.

moldypickle
Premium Member
join:2009-01-04
Haughton, LA

moldypickle

Premium Member

Well, they charged me for running a second line when I ordered cable and internet. That took a couple calls and a visit to the office to reverse O.o
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M to moldypickle

Member

to moldypickle
yup they charge if its your wiring.. if its theirs they do not charge anything... they recommended me to get a new modem (saying that might fix my issue but not 100% guaranteed)

lol I might get a sb6180 off ebay since there cheap and supported.. plus has 8 lanes for downstream..
Cobra11M

Cobra11M to moldypickle

Member

to moldypickle
what yall think? should I go a head and the a docsis 3 modem and see if that helps?

SDL L3Tech
join:2011-06-07
Tyler, TX

SDL L3Tech to Cobra11M

Member

to Cobra11M
Severe latency like that in my experience is usually caused by either saturation of the node's upstream or the customer's network is utilizing all of the upstream bandwidth that the modem is provisioned for, which is easy to do.

If you would private message me your cable modem's MAC address and your currently public IP (»whatismyip.com) I will look into this for you.

PingPlotter (PP) Pro is another helpful tool that will help isolate where the problem is. You can download PP Pro (free trial) and use it to trace to a destination server that you can reproduce the problem to. You can then rclick > save sample set and upload it to a free hosting site. Then send me the link to it or attach it to this thread. This will allow me to see your traceroute with latency and any packet-loss along with a clear view of where they start.
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

ok, will do, I know for certain my upload my network is using at all (I work on computers here in town lol) so id def be aware of anything taking that up.., ill go ahead and run this for 24 hours or so for ya though.. and ill go ahead and message ya the ip address so you can see.. I chatted with the email support a few days ago about it.., and I went out side and looked at the cable wiring all the way to the pole (looks great no cuts or anything)

SDL L3Tech
join:2011-06-07
Tyler, TX

SDL L3Tech

Member

Cobra11m I am not seeing the latency at this time but I do see the severe packet-loss. Right now your modem is shows a receive power of -25. The closest neighboring modems before and after yours address have normal signal levels with no packet-loss. This tells me it is either isolated to the drop that feeds your home, something in your home, or really close to the drop in the area.

Have you setup a service call to have a tech come out and look at it? With it being so isolate it does not appear to be a "node" problem.

In regards to the latency, I'll continue to monitor it and try to find out what's causing that.

MNWL-CMTC01#ping (IP removed) repeat 1000000

Type escape sequence to abort.
Sending 1000000, 100-byte ICMP Echos to (IP removed), timeout is 2 seconds:
.!!!!!!!!!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!....
!!!!!!!!!!!!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!!!!!!!!.!!!!!!!!!.!!!!!...!!
!!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!..!!!.!!!!!!!!!!!!!!.!!
.!!!!.!!!!!!!!!!!!..!!.!!!.!!!!!!!!!...!!!!!!!!!!!!!!!!!!!!!!!!!.!!!!!
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!!
!!!!!!!!!!!!.!!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.!!!!!.!!!.!!!!!!!!
!!!!!!!.!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!.!!!!!.!!!!!!.!!!.!!!!!!!!!!!!!!
!!!!!!!!!!!!!!!..!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.!!!.!!!!!!!!.!!!
!!!!!!!!!.!!!!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.!!!.!!!!!!!!!..!
!!!!!!!!!!!!!!!!!!!.!!!.!!!!!!.!!!!!!!!!!!!.!!!!!!!!!!!!!!.!!!!!!!!!!!
!!!!.!!!!!!!!!!.!!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.!!
!!!!.!!.!!!!!!!!!.!!!!!.!!!!.!!!!!!!!..!!!!!!!!!!!!.!!!!.!!!!!!!.!!!!!
!!!!..!!!!.!!!!!!!!!!!.!!!!!...!!!!!!!!!!!!!!!!!!!!!!!!!.
Success rate is 91 percent (818/897), round-trip min/avg/max = 4/9/24 ms
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

sorry for the late reply, and I see, I have not setup a service call due to my father being in the hospital (had a quad bypass), I haven't set one up.. mainly for fears of how much that will cost when where already pushing our limits.. ill reply back tomorrow and see what we can do, I did do a 24 hour ping plot but not sure if that's needed at all since it just shows what you just told me..

SDL L3Tech
join:2011-06-07
Tyler, TX

SDL L3Tech

Member

Click for full size
At this time the RX is up by 5 db (-20) and the packet-loss is clear. Looking at the history of your RX is ranges between -16 to -28 in the past 2 weeks. the RX needs to be around 0 if possible. I attached my PP trace to your modem above. The signal started improving a bit around 6pm central time and as you can see, the packet-loss started going aware during that time.

A service call is required. When the tech arrives feel free to show him this thread so he can see my findings.
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

alrighty will do, it may be a few days till im able to set one up, but ill def show them

SDL L3Tech
join:2011-06-07
Tyler, TX

SDL L3Tech

Member

I went ahead and sent the local market the information I have gathered in hopes that they pass it on to the technician they send out. They may try to reach out to you before you call in.
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

alrighty thankyou, I have noticed one thing, when it does disconnect I hook up my splitter for the tv also and it will connect again.. power levels go down some times with it.. but in any case thankyou!

SDL L3Tech
join:2011-06-07
Tyler, TX

SDL L3Tech

Member

Your RX is much better at this time. It is up to -5 and I am not seeing any packet-loss to your modem.
Cobra11M
join:2010-12-23
Mineral Wells, TX

Cobra11M

Member

I saw that the other day, now its back to -22, lol, I have yet to have a service tech come out as this weeks pay is tight but thanks for everything it may be 2 weeks till a call can be put in