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Salem, OR

Not able to browse

So yesterday afternoon we lost the ability to browse the web. Funny thing is, that we can ping out and tracert out with relatively low numbers, less the 30 on CTL lines, then over 50 on Comcast and other providers.

Rebooted all equipment, modem, router, gigabit switch, etc. Called support, 1st tech reset my circuit, and said the modem was bad and we needed to buy a new one. So asked for US support and the 2nd tech had us disconnect everything, reset and after about 45 mins and changing the DNS numbers to CTL from Google, then we were able to browse the web at non-dial up speeds.

Now come morning, service is degraded again, wife calls CTL and they again claim the modem and wanted us to pay for it. Wife got tech to setup truck roll and earliest was 4/30.

Later we decided it might be a good idea to just lease a modem so in the future we would not have to worry about modem replacement costs. Well come to find out with the @ease advance, the purchased modem from CTL was covered with the program even out of warranty.

So with modem on the way, I checked the status of the tech and see that it was not scheduled, chatted online with US support, confirmed it was not scheduled and they did not want to send a tech since a modem was on the way and might fix the issue. Explained that if the modem does not do the job then we have a wait for a tech and if the modem does fix the issue we could cancel the tech.

So tech scheduled for tomorrow, hope they determine the cause of the browsing issues. Ran some trace routes to the modem and getting pings from low 100's to over 3000ms.

This will make it the 4th tech in a month and 3rd tech in 2 weeks. We have had a bad crimp in the CTL junction box in the yard, bridge tap removed, and a splitter added to the box.



Tucson, AZ
The initial problem did seem like a DNS issue as I was reading it, so it was no surprise to see that was the initial solution.

Can you post your traceroutes and signal stats from the modem?


Denver, CO
reply to rmroadee
Pings from a computer to a modem should be next to zero. I have used Open DNS for years without any problems. Their IP addresses can be found and either entered into the computer or into the router.


Salem, OR
reply to rmroadee
Soon as I get home I will post stats. We tried several DNS to no avail and took modem out of bridge mode for testing also..

Here is tracert from tracert.com to my ip:

1?: [LOCALHOST] pmtu 1500
1: router1-nac.linode.com 0.516ms
1: router1-nac.linode.com 0.398ms
2: 1.275ms
3: vlan801.tbr1.mmu.nac.net 0.350ms
4: 0.e1-1.tbr1.tl9.nac.net 1.594ms
5: nyk-b3-link.telia.net 1.361ms
6: nyk-bb2-link.telia.net 1.737ms asymm 7
7: nyk-b5-link.telia.net 1.590ms
8: qwest-ic-131777-nyk-b5.c.telia.net 1.898ms asymm 11
9: ptld-agw1.inet.qwest.net 84.711ms asymm 17
10: no reply
11: ptld-agw1.inet.qwest.net 84.691ms pmtu 1492
11: 71-222-57-XXX.ptld.qwest.net 107.581ms asymm 10
12: no reply
12: 71-222-57-XXX.ptld.qwest.net 3110.385ms !H
Resume: pmtu 1492


Salem, OR
reply to rmroadee
1 1 ms 1 ms 1 ms engrouter.vipercomm.local []
2 21 ms 22 ms 21 ms ptld-dsl-gw50.ptld.qwest.net []
3 21 ms 21 ms * ptld-agw1.inet.qwest.net []
4 * * * Request timed out.
5 26 ms 26 ms 25 ms
6 29 ms 26 ms 25 ms be-14-cr01.seattle.wa.ibone.comcast.net []
7 * 54 ms 55 ms he-0-14-0-0-cr01.denver.co.ibone.comcast.net []
8 83 ms 83 ms 83 ms he-5-9-0-0-cr01.350ecermak.il.ibone.comcast.net []
9 82 ms 195 ms 83 ms pos-3-14-0-0-cr01.denver.co.ibone.comcast.net []
10 92 ms 114 ms 235 ms 50-242-150-130-static.hfc.comcastbusiness.net []
11 94 ms 93 ms 94 ms lw-dc2-core3-te9-1.rtr.liquidweb.com []
12 130 ms 130 ms 130 ms lw-dc3-core5-ge1-13.rtr.liquidweb.com []
13 92 ms 92 ms 91 ms lw-dc3-dist15.rtr.liquidweb.com []
14 92 ms 91 ms 91 ms www.dslreports.com []

Modem Stats

DSL Link Status
Broadband Mode Setting: Multimode
Broadband Mode Auto-Detected: VDSL2 - 8A
DSL Link Uptime: 22H:10M:3S
Retrains: 0
Retrains in Current 24 Hours: 0
Retrains in Previous 24 Hours: 0
Loss of Power Link Failures: 0
Loss of Signal Link Failure: 0
Loss of Margin Link Failure: 0
Link Train Errors: 0
Unavailable Seconds: 17

Channel Status
Channel Type: N/A
Near End CRC Errors: 0
Far End CRC: 0
30 Minute Near End CRC: 0
30 Minute Far End CRC: 0
Near End RS FEC: 1663
Far End RS FEC: 0
30 Minute Near End FEC: 0
30 Minute Far End FEC: 0

Levels Downstream Upstream
SNR 11.6 dB 24.8 dB
Attenuation 10.0 dB 4.5 dB
Power 17.0 dBm 6.8 dBm

40127/5120 Kbps

Was over provisioned to 50111/5120 was working for almost 2 weeks before this current issue, and was working prior to line issues.


Tucson, AZ
Downstream SNR seems low for the train rate and attenuation, but I don't see any errors that would account for your problems.


Salem, OR
reply to rmroadee
So, service returned to normal later that night and was normal all the next day. Had a replacement modem sent and a tech visit setup. Tech verified the line was good and had no idea would could have caused it other then maybe the modem.

Tech also went to the DSLM and the end of the block to make sure there are no issues there.

Current Modem stats:
Levels Downstream Upstream
SNR: 11 dB 26 dB
Attenuation: 9 dB 0 dB
Power: 17 dBm 8.9 dBm