Charter Spectrum → [HSI] horrible latency/connection issues

I have been having terrible latency/connection issues for the past 3 weeks. Every evening from around 7pmest till 12am est my modem would constantly reboot, get crazy latency. In the modem logs it would show "received response to broadcast maintenance request but no unicast maintenance opportunities received" T4 time out. Had the charter tech come and check everything out. Of course all the modem signal were within spec. And so was outside my apartment at the box. So he replaced the modem with the cisco DPC3208. So far I have not had any modem reboots, but still every night around that time my connection gets crazy. My latency jumps to around 300ms to the closest servers, and the jitter on the line goes up around 200ms. The dl speeds drop to the low teens and ul to around .75. All of this goes on and off through out the evening. I have no torrents/spyware/adware/malware going on. I am on a wired connection. I have even went just off of the modem and still the same things happens. So last night I tried talking with support again and all they told me was that my situation was "acceptable speeds" and nothing they could do about it besides send another tech out to check my signal levels. Would not even credit my account and what so ever. All of this makes my online gaming/netflix/etc. worthless. Any ideas on where I should try and take this?

Here is what I just took connected straight to the modem

When you are having a issue, post a trace route to google.com or whatever.
Then post that here.

That test doesn't tell us where the issue is...
Also, when you have issues, post your signals as well.

If on windows, do this: »support.microsoft.com/kb/162326
If on linux, then type traceroute google.com

Are the signal levels to you modem in-spec?

I will post trace route later on when I get home from work. I should have saved the ones from last night. they were all over the place.

Yes the signals to the modem all appear within spec. But once again I'll post when I get home later on

That is a Charter issue alright.... it is within their network.
You can call them again, and tell them about the trace route, (which I bet they will not understand), then you can ask for level 2 support, and tell them, and they should be able to fix things, or at least pass the info down to people who could.

If they don't want to play ball, go over their heads, and call the corporate HQ during business hours at (203) 905-7801 and ask to speak with their escalation department.
Tell them you have been through all this with the locals, and they can't solve the issue, and again tell them about the really bad latency on their network as shown in the trace route.

For comparison:

  4    15 ms    23 ms    18 ms  crr01aldlmi-bue-20.aldl.mi.charter.com [96.34.36.62]
  5    21 ms    15 ms    15 ms  bbr01aldlmi-bue-1.aldl.mi.charter.com [96.34.2.8]
  6    16 ms    23 ms    22 ms  bbr01chcgil-bue-4.chcg.il.charter.com [96.34.0.99]
  7    18 ms    27 ms    18 ms  prr01chcgil-bue-2.chcg.il.charter.com [96.34.3.9]
  8    16 ms    28 ms    19 ms  96-34-152-30.static.unas.mo.charter.com [96.34.152.30]
  9    19 ms    18 ms    17 ms  209.85.244.3
 10    19 ms    17 ms    15 ms  209.85.243.55
 11    19 ms    17 ms    18 ms  ord08s11-in-f5.1e100.net [173.194.46.69]
 

Thanks for that info, I'll give them a try. Because this is ridiculous

See if you can find out what your upstream SNR is. It's measured at the CMTS (the device that your modem directly communicates with at Charter's headend), so it's not available from the modem diagnostics. If the modem's uSNR is too low, packet loss will occur, causing latency issues and packet loss.

They just told me its 35.1 Still having terrible latency again this evening. Suppose to be another tech coming out on Wed. Lets see how this one does

Get a new modem. Try a different computer.