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Chooper
Premium
join:2012-01-02
Belle River, ON

2 edits

[INTERNET] Need Help - Ping High / Speed Slow for Ultimate 30

1) Brief description of your problem. Include the following:
a) How long the issue has been occurring?
- this has been worse on and off starting late Summer Early Fall of 2013 and it is not getting better. I have called support and they are saying there is a problem in your area or prime time is always busy or network is due for an upgrade.

b) When the issue is most noticeable?
- without a doubt prime time is the worse time, but even not during prime time, I get nowhere near the advertise speeds for upload and download.

c) What troubleshooting steps have you taken yourself?
- Trace Routes and Speed Tests along with pulling battery on Telephone/Internet modem and power to try a full reset. Disconnect Wireless to see if there are an improvements and NO change.

d) Have you power cycled (removed power and restored) the affected device?
- Yes

2) How is your:
CATV service?
Digital Phone service?
Internet service?
- CATV and Digital I have not experienced any issues but I am surprised I have not.

3) Have you contacted customer support about this problem? If so, what did they say?
- Yes, see 1a above

4) Info about you:
a) What city are you in?
- Puce/Emeryville/Belle River
b) What is your operating system?
- Windows 7

c) What is your home network setup? Provide details.
- ?

d) If you have more than one computer, is the problem occurring on all other machines?
- Download and Upload speeds . . . . Yes, but I've disconnected (Cisco Linksys) for a proper wired Speed Test.

e) Are you running a firewall of any sort? Have you ever installed one? Did you try to turn it off during troubleshooting?
- I haven't tried that but I will and will update later

f) Have you tried bypassing your router and plugging the PC directly to the modem and evaluating if your problem still exists?
- The latest Speed Test and Trace Routes were completed wired directly to the modem







Tracing route to cogeco.ca [24.226.1.243]
over a maximum of 30 hops:
 
  1    72 ms    71 ms   100 ms  10.89.64.1
  2   157 ms    81 ms    84 ms  d226-4-253.home.cgocable.net [24.226.4.253]
  3   147 ms    73 ms    73 ms  d226-6-1.home.cgocable.net [24.226.6.1]
  4    55 ms    79 ms    64 ms  49-0-226-24.cgocable.net [24.226.0.49]
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7  ^C
C:\Users>tracert google.ca
 
Tracing route to google.ca [24.226.15.103]
over a maximum of 30 hops:
 
  1    58 ms   154 ms    63 ms  10.89.64.1
  2    63 ms    71 ms    77 ms  d226-4-245.home.cgocable.net [24.226.4.245]
  3    54 ms    47 ms   111 ms  cache.googlevideo.com [24.226.15.103]
 
Trace complete.
 
C:\Users>tracert dslreports.com
 
Tracing route to dslreports.com [64.91.255.98]
over a maximum of 30 hops:
 
  1    41 ms    88 ms   179 ms  10.89.64.1
  2    44 ms    44 ms   159 ms  d226-4-241.home.cgocable.net [24.226.4.241]
  3   123 ms   125 ms   122 ms  te-9-3.car2.Buffalo1.Level3.net [4.59.214.129]
  4   206 ms   245 ms   212 ms  ae-11-11.car1.Buffalo1.Level3.net [4.69.140.237]
  5    81 ms    90 ms   214 ms  ae-7-7.ebr1.Chicago1.Level3.net [4.69.140.234]
  6   151 ms    56 ms    52 ms  ae-6-6.ebr1.Chicago2.Level3.net [4.69.140.190]
  7    66 ms    78 ms    78 ms  ae-104-3504.edge2.Chicago2.Level3.net [4.69.158.13]
  8    63 ms    57 ms   201 ms  EASY-ONLINE.edge2.Chicago2.Level3.net [4.35.97.62]
  9    85 ms    71 ms    70 ms  lw-core4-te91.rtr.liquidweb.com [209.59.157.206]
 10    61 ms   297 ms    67 ms  lw-dc3-dist15.rtr.liquidweb.com [69.167.128.201]
 11    89 ms    82 ms   146 ms  www.dslreports.com [64.91.255.98]
 


Keaters
Premium
join:2007-07-25
Chatham, ON
kudos:1
Can you log into your modem via 192.168.100.1 and post your mode stats on this page. Curious to see what they look like.

Chooper
Premium
join:2012-01-02
Belle River, ON
RF Parameters
Downstream
Freq/Power: 519.000 MHz 1 dBmV
Signal to Noise Ratio: 38 dB
Modulation: QAM256
Upstream
Freq/Power: 22.000 MHz 45 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 2560 kSym/sec
Modulation: QAM16

Status
System Uptime: 0 days 1h:57m:20s
Computers Detected: 1
CM Status: Telephony-AC Power Iso OFF Reg Complete
Time and Date: MON MAR 03 22:49:02 2014


Keaters
Premium
join:2007-07-25
Chatham, ON
kudos:1
What modem are you using if you are only bonding on 1 channel for the downstream and upstream

Chooper
Premium
join:2012-01-02
Belle River, ON
It is an Arris Modem but I will check on the model tonight.

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Keaters
ARRIS DOCSIS 2.0 / PacketCable 1.0 Touchstone Telephony Modem HW_REV: 04
VENDOR: Arris Interactive, L.L.C.
BOOTR: 6.24
SW_REV: 6.1.127
MODEL: TM602G

Chooper
Premium
join:2012-01-02
Belle River, ON

1 edit
reply to Chooper
Here are some new tests for the night.









Chooper
Premium
join:2012-01-02
Belle River, ON

1 edit
reply to Chooper
Just thought I'd give an update on speed.










Also when playing online games, when the ping spikes, it just kills the game experience.

Tracing route to dslreports.com [64.91.255.98]
over a maximum of 30 hops:
 
  1     1 ms     1 ms    <1 ms  Thome [192.168.1.1]
  2    42 ms    45 ms    45 ms  10.89.64.1
  3    27 ms    35 ms    64 ms  d226-4-253.home.cgocable.net [24.226.4.253]
  4   218 ms   213 ms   228 ms  te-9-3.car2.Buffalo1.Level3.net [4.59.214.129]
  5    35 ms    50 ms    34 ms  ae-11-11.car1.Buffalo1.Level3.net [4.69.140.237]
  6    33 ms    56 ms    64 ms  ae-7-7.ebr1.Chicago1.Level3.net [4.69.140.234]
  7    38 ms    65 ms    39 ms  ae-6-6.ebr1.Chicago2.Level3.net [4.69.140.190]
  8    43 ms    34 ms   166 ms  ae-103-3503.edge2.Chicago2.Level3.net [4.69.158.9]
  9    70 ms    66 ms    40 ms  EASY-ONLINE.edge2.Chicago2.Level3.net [4.35.97.62]
 10    44 ms    56 ms   105 ms  lw-core4-te91.rtr.liquidweb.com [209.59.157.206]
 11    59 ms    38 ms    72 ms  lw-dc3-dist15.rtr.liquidweb.com [69.167.128.201]
 12    42 ms    57 ms    50 ms  www.dslreports.com [64.91.255.98]
 
Trace complete.
 
C:\Users>tracert 74.91.125.103
 
Tracing route to c-74-91-125-103.managed-ded.internap-chicago.nfoservers.com [74.91.125.103]
over a maximum of 30 hops:
 
  1     1 ms     1 ms     1 ms  Thome [192.168.1.1]
  2   216 ms    22 ms    21 ms  10.89.64.1
  3    65 ms    53 ms    39 ms  d226-4-253.home.cgocable.net [24.226.4.253]
  4    70 ms    47 ms    30 ms  d226-6-17.home.cgocable.net [24.226.6.17]
  5    74 ms    53 ms    61 ms  xe-2-2-0.tor10.ip4.tinet.net [77.67.69.237]
  6    47 ms    33 ms    91 ms  xe-10-3-0.chi12.ip4.tinet.net [141.136.106.13]
  7    37 ms    30 ms    58 ms  internap-gw.ip4.tinet.net [77.67.70.2]
  8    54 ms   164 ms    78 ms  border5.po1-bbnet1.chg.pnap.net [64.94.32.10]
  9   109 ms    33 ms    48 ms  c-74-91-125-103.managed-ded.internap-chicago.nfo
servers.com [74.91.125.103]
 
Trace complete.
 
C:\Users>tracert  209.15.212.77
 
Tracing route to 209.15.212.77 over a maximum of 30 hops
 
  1     1 ms     1 ms     1 ms  Thome [192.168.1.1]
  2    49 ms    35 ms    44 ms  10.89.64.1
  3    35 ms    54 ms    23 ms  d226-4-249.home.cgocable.net [24.226.4.249]
  4    67 ms    83 ms    31 ms  d226-6-14.home.cgocable.net [24.226.6.14]
  5    24 ms    53 ms    32 ms  xe-3-0-0.torix.tor-151f-cor-1.peer1.net [206.108.34.159]
  6    43 ms    25 ms    35 ms  10ge.xe-1-3-0.tor-20p1ops-dis-1.peer1.net [216.187.114.150]
  7    67 ms    79 ms    57 ms  209.15.212.77
 
Trace complete.
 
C:\Users>tracert 66.55.158.169
 
Tracing route to 66.55.158.169.choopa.net [66.55.158.169]
over a maximum of 30 hops:
 
  1     1 ms     1 ms    <1 ms  Thome [192.168.1.1]
  2    57 ms    41 ms    63 ms  10.89.64.1
  3    85 ms    55 ms    66 ms  d226-4-249.home.cgocable.net [24.226.4.249]
  4    71 ms    49 ms    36 ms  67.69.228.5
  5    71 ms   246 ms    77 ms  bx6-newyork83_xe3-0-0.net.bell.ca [64.230.187.158]
  6   102 ms    44 ms    54 ms  nyiix.gi3-6.cr1.nyc1.choopa.net [198.32.160.157]
  7   191 ms   126 ms    59 ms  vl105-as1.pnj1.choopa.net [108.61.79.86]
  8    33 ms    35 ms    38 ms  66.55.158.169.choopa.net [66.55.158.169]
 
Trace complete.
 

Still seeking help.

Chooper
Premium
join:2012-01-02
Belle River, ON

1 edit
reply to Chooper
Something has changed. It has improved but it is still in some case one third of the speed that it should be. Let's see if it stays that way. Ping is better but there are still spikes mind you it looks like it might be due to other networks.










Tracing route to 66.55.158.169.choopa.net [66.55.158.169]
over a maximum of 30 hops:
 
  1     1 ms     1 ms    <1 ms  Thome [192.168.1.1]
  2    39 ms    56 ms    42 ms  10.89.64.1
  3    25 ms    21 ms    83 ms  d226-4-249.home.cgocable.net [24.226.4.249]
  4    59 ms    60 ms    56 ms  67.69.228.5
  5    62 ms    69 ms   123 ms  bx6-newyork83_xe3-0-0.net.bell.ca [64.230.187.158]
  6    72 ms   112 ms   175 ms  nyiix.gi3-6.cr1.nyc1.choopa.net [198.32.160.157]
  7    52 ms    38 ms    53 ms  vl105-as1.pnj1.choopa.net [108.61.79.86]
  8    34 ms    55 ms    80 ms  66.55.158.169.choopa.net [66.55.158.169]
 
Trace complete.
 
C:\Users>ping 66.55.158.169 /t
 
Pinging 66.55.158.169 with 32 bytes of data:
Reply from 66.55.158.169: bytes=32 time=86ms TTL=119
Reply from 66.55.158.169: bytes=32 time=67ms TTL=119
Reply from 66.55.158.169: bytes=32 time=161ms TTL=118
Reply from 66.55.158.169: bytes=32 time=282ms TTL=119
Reply from 66.55.158.169: bytes=32 time=63ms TTL=119
Reply from 66.55.158.169: bytes=32 time=42ms TTL=118
Reply from 66.55.158.169: bytes=32 time=62ms TTL=119
Reply from 66.55.158.169: bytes=32 time=45ms TTL=118
Reply from 66.55.158.169: bytes=32 time=116ms TTL=118
Reply from 66.55.158.169: bytes=32 time=41ms TTL=119
Reply from 66.55.158.169: bytes=32 time=96ms TTL=118
Reply from 66.55.158.169: bytes=32 time=57ms TTL=119
Reply from 66.55.158.169: bytes=32 time=46ms TTL=119
Reply from 66.55.158.169: bytes=32 time=55ms TTL=118
Reply from 66.55.158.169: bytes=32 time=69ms TTL=119
Reply from 66.55.158.169: bytes=32 time=37ms TTL=118
Reply from 66.55.158.169: bytes=32 time=99ms TTL=118
Reply from 66.55.158.169: bytes=32 time=81ms TTL=119
Reply from 66.55.158.169: bytes=32 time=53ms TTL=118
Reply from 66.55.158.169: bytes=32 time=57ms TTL=119
Reply from 66.55.158.169: bytes=32 time=75ms TTL=119
Reply from 66.55.158.169: bytes=32 time=59ms TTL=118
Reply from 66.55.158.169: bytes=32 time=35ms TTL=119
Reply from 66.55.158.169: bytes=32 time=92ms TTL=118
Reply from 66.55.158.169: bytes=32 time=70ms TTL=118
Reply from 66.55.158.169: bytes=32 time=60ms TTL=118
Reply from 66.55.158.169: bytes=32 time=86ms TTL=119
Reply from 66.55.158.169: bytes=32 time=99ms TTL=118
Reply from 66.55.158.169: bytes=32 time=56ms TTL=119
Reply from 66.55.158.169: bytes=32 time=53ms TTL=119
Reply from 66.55.158.169: bytes=32 time=71ms TTL=118
Reply from 66.55.158.169: bytes=32 time=185ms TTL=118
Reply from 66.55.158.169: bytes=32 time=85ms TTL=119
Reply from 66.55.158.169: bytes=32 time=125ms TTL=119
Reply from 66.55.158.169: bytes=32 time=80ms TTL=118
Reply from 66.55.158.169: bytes=32 time=52ms TTL=119
Reply from 66.55.158.169: bytes=32 time=79ms TTL=118
Reply from 66.55.158.169: bytes=32 time=56ms TTL=118
Reply from 66.55.158.169: bytes=32 time=50ms TTL=118
Reply from 66.55.158.169: bytes=32 time=51ms TTL=118
Reply from 66.55.158.169: bytes=32 time=71ms TTL=119
Reply from 66.55.158.169: bytes=32 time=40ms TTL=119
Reply from 66.55.158.169: bytes=32 time=51ms TTL=118
Reply from 66.55.158.169: bytes=32 time=54ms TTL=119
Reply from 66.55.158.169: bytes=32 time=76ms TTL=118
Reply from 66.55.158.169: bytes=32 time=131ms TTL=118
Reply from 66.55.158.169: bytes=32 time=45ms TTL=118
Reply from 66.55.158.169: bytes=32 time=59ms TTL=119
Reply from 66.55.158.169: bytes=32 time=55ms TTL=118
Reply from 66.55.158.169: bytes=32 time=42ms TTL=119
Reply from 66.55.158.169: bytes=32 time=110ms TTL=119
Reply from 66.55.158.169: bytes=32 time=38ms TTL=118
Reply from 66.55.158.169: bytes=32 time=63ms TTL=119
Reply from 66.55.158.169: bytes=32 time=75ms TTL=118
Reply from 66.55.158.169: bytes=32 time=116ms TTL=118
Reply from 66.55.158.169: bytes=32 time=42ms TTL=119
Reply from 66.55.158.169: bytes=32 time=62ms TTL=118
 
Ping statistics for 66.55.158.169:
    Packets: Sent = 57, Received = 57, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 35ms, Maximum = 282ms, Average = 74ms
Control-C
^C
 


coaxguy

join:2009-07-29
kudos:1

1 recommendation

Well for starters, you don't even have a Docsis 3.0 modem, which you ABSOLUTELY NEED in order to get Ultimate 30 (30/10). So for however long you've been paying for Ultimate 30, there is no way you've been getting the speed you've been paying for.

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
We'll that I didn't know, guess it's another call to support. Thanks for the info.


coaxguy

join:2009-07-29
kudos:1
reply to Chooper
They may try to charge you $50 to swap the modem. Make sure you ask them for credit back to when you made the switch to 30/10 in that case. It's Cogecos responsibility to ensure you have the correct modem when you change speed tiers.

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
Thanks, I appreciate the advice. Called them tonight and when I spoke to them about the version, they said "yeah you need version 3.0 otherwise you are pretty much capped at 10!"

I started off at turbo 20, and recently upgraded to Ultimate 30. They are going to give me credit for the upgrade, so thanks for the advice. Next week after they install the new modem, we'll give it another speed test and see what we get.


Keaters
Premium
join:2007-07-25
Chatham, ON
kudos:1
Reviews:
·Cogeco Cable
·TekSavvy Cable
Wow, a D2 modem...yup, I am glad that you are getting the upgrade that you need....you should see a huge difference. Heck, since a tech is coming out to install the modem, I would make sure they do a speedtest with you to make sure you are getting your full speeds.

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
Well upgrade complete and downloads are great now it's just working with Cogeco to find out why upload is not as advertised which is of course 30/10.










Now these test were done in mid morning and usually from 4 pm till about midnight, tend to be worse than any other time. Will do another test then to confirm speeds.


coaxguy

join:2009-07-29
kudos:1
Login to 192.168.100.1 and post stats please.

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
Click for full size
Status Report

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
I don't know what is up with the first one, but the others seem fine as far as download, upload on the other hand is a different story.










coaxguy

join:2009-07-29
kudos:1
Reviews:
·Bell Fibe
·Start Communicat..
Judging from experience, your upload being so impacted is most likely caused by something physical. Such as bad connector, staple through the line, or water in the line. Line being either the cable from from the splitter to the modem, or the actual physical drop itself.

Aaron and Marcer could likely check your modem stats directly. But I would be calling for a service call for sure.

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
Just got off the phone with Tech Support and they are telling me that there is a system network upgrade happening by no later than the end of the month and that this should resolve the issues that I am experiencing. They were also nice enough to give me a credit for the speed issues.

I hope so, because the speeds are no better tonight and what makes this frustrating especially since I like to play on-line games, lag issues are killer and you can see from the speed tests that if there are any spikes in the ping, you may as well not play the game.







I will keep everyone up to speed over the next couple of weeks and my fingers are crossed that this will be the end of these issues.

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
I think this might even be a new low.




With this kind of Network congestion, I'm surprised that Telephone and Cable TV continues to work.

Appok

join:2014-03-19

1 edit
reply to Chooper
Yes I also been getting a 14 Mbps download and 2 Mbps upload. Last month as I can remember I was at 32 down 10 upload on the ultimate 30 package. I phone customer support and of course I got a lady that didn't know jack all and she was saying "oh we'll sorry your in the area of only 2 Mbps upload and I told her that is bull because last month it was at 10 upload so don't tell me I'm wrong and dreaming that.

I'm so sick of cogeco I want to leave, mine and my fathers cogeco e-mail are tied to everything we use.

I really want unlimited downloading

Edit.

I called again and the guy is sending a tech down to swap out my modem and he also credited me $16.

I love it when I got someone that gets something done other then saying sorry your screwed.

Now I just need to figure out why all my tv Have a stuttering picture on different channels.


Asawulf
Ignorance is bliss
VIP
join:2005-08-17
Trois-Rivieres, QC
kudos:4
Now I just need to figure out why all my tv Have a stuttering picture on different channels.
Please mention it to the tech that's going to your house, he should be able to do something about it if it's signal related


Eternalrage

@cgocable.net
Just had the tech leave the house he was very friendly and knowledgeable! he fixed the speed issue right away and also had him look at out TV's and he said i was losing about -24db so he looked at the main feed and notice that our splitters were junk and he replaced them and also put some need connectors on the end and now i get no more pix-elated signal!

Best service i ever had from cogeco!


Asawulf
Ignorance is bliss
VIP
join:2005-08-17
Trois-Rivieres, QC
kudos:4
Glad to hear the tech was able to fix everything!

Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
Thought I'd give everyone an update. It's been a while since I've posted and it's still not the end of the month, but speed wise it is still an issue. Still trying to be patient . . . .









Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
This is getting ridiculous! GETTING! It is ridiculous! There is no way a system should ever get to this point, ever!









I can't do anything, waiting for page to load takes forever.


overclocked0

join:2003-01-07
Hamilton, ON
You should have been given a DOCSIS 3.0 modem when you had Turbo 20, it least I did. This is what I get with Turbo20 so you should be definitely getting 10 UP with Ultimate 30.



Chooper
Premium
join:2012-01-02
Belle River, ON
reply to Chooper
I do have a DOCSIS 3.0 Modem now, but I didn't find out that I needed it until I posted here. I've spoken to support but they tell me that they still haven't upgraded the system. I'm just getting a little impatient waiting for them to upgrade/fix their network.

But like I mentioned, you would think that they would be prepared for growth so that when expansion is needed due to over subscription on the node, that they would have an advanced plan in place so that it doesn't get to the extent that I'm experiencing.




coaxguy

join:2009-07-29
kudos:1
I'm telling ya, ask for a service call. The upload being that bad screams damaged line to me. I've done installs and service for cable for near ten years now.