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guitarf1
join:2015-03-18
East Brunswick, NJ

guitarf1

Member

[Connectivity] Packet loss on hop 2 (3-25+%) on node 50.182.152.1

I'm lost for words here on why 3-4 technician visits this week hasn't contributed anything towards a diagnosis and resolution to this ongoing issue.

I've spent countless hours of my own time logging the packet loss with PingPlotter and trying to get someone in my area that actually understands the problem and can actually find the culprit. The evidence gathered consistently points to an ISP wiring/hardware issue outside of the home.

Any help from the community or those who can pull some strings to get attention to this issue will be greatly appreciated.

Facts
Ariel drop done back in September 2013 from junction box on line to my house. New lines and splitters were installed.
Modem is on a 2-way split with the TVs from the outside line.
New modem as of 03/13/15
Packet loss pattern is random, seems to be affected by time of day.
Technicians have not bothered to check or discuss modem error logs, care about the packet loss evidence I presented, or work towards any type of troubleshooting to remedy the problem.

PingPlotter 3/17/15 sample shows over 20% packet loss on hops 2+
Results Here
»dl.dropboxusercontent.co ··· shot.png

PingPlotter on 3/18/15 sample shows ~5.3% packet loss on hop 2, 0% loss on hop 1.
Results Here
»dl.dropboxusercontent.co ··· dard.png

Here's a photo of my next-door neighbors junction box that is open and exposed to the elements. I'm thinking this might be the issue.
»dl.dropboxusercontent.co ··· 6.09.jpg

Modem diagnostics
Cable Modem
HW Version: 1.5
Vendor: Technicolor
BOOT Version: 2.1.8_Technicolor
Core Version: 01.E6.01.22.15
Model: TC8305C
Product Type: Technicolor DOCSIS 3.0 Packet Cable 2.0 advanced cable gateway
Flash Part: 64 MB
Download Version: 01.E6.01.22.15
Serial Number: 1317201090

Downstream
Channel Bonding Value
Index 1 2 3 4 5 6 7 8
Lock Status Locked Locked Locked Locked Locked Locked Locked Locked
Frequency 675 MHz 651 MHz 657 MHz 663 MHz 669 MHz 681 MHz 687 MHz 693 MHz
SNR 42.2 dB 42.5 dB 42.5 dB 42.5 dB 42.5 dB 42.0 dB 41.9 dB 41.9 dB
Power 7.1 dBmV 6.1 dBmV 6.6 dBmV 6.5 dBmV 6.8 dBmV 7.1 dBmV 7.0 dBmV 7.2 dBmV
Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM

Upstream Channel Bonding Value
Index 1 2 3 4 Lock Status Locked Locked Locked Not locked
Frequency 23 MHz 36 MHz 30 MHz
Symbol Rate 5120 Ksym/sec 5120 Ksym/sec 5120 Ksym/sec
Power Level 44.5 dBmV 46.0 dBmV 45.5 dBmV
Modulation ATDMA ATDMA ATDMA
Channel ID 9 7 8

System logs from Modem
Wed Mar 18 09:38:55 2015 Notice (6) TLV-11 - unrecognized OID;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:30:48 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:30:48 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:30:43 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:30:43 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:30:34 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:30:34 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0; Wed Mar 18 09:30:26 2015 Warning (5) MDD message timeout;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:30:26 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:04:53 2015 Notice (6) TLV-11 - unrecognized OID;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0; Wed Mar 18 09:04:33 2015 Notice (6) Honoring MDD; IP provisioning mode = IPv6

Wed Mar 18 09:04:23 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Wed Mar 18 09:04:03 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:04:03 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:49 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:49 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:44 2015 Warning (5) MDD message timeout;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0; Wed Mar 18 09:03:44 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:38 2015 Warning (5) MDD message timeout;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0; Wed Mar 18 09:03:38 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:31 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:31 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:30 2015 Warning (5) MDD message timeout;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:27 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

Wed Mar 18 09:03:25 2015 Warning (5) MDD message timeout;CM-MAC=44:32:c8:29:e3:b5;CMTS-MAC=00:01:5c:23:ad:04;CM-QOS=1.1;CM-VER=3.0;

I've posted this in the official Comcast forums as well.

train_wreck
slow this bird down
join:2013-10-04
Antioch, TN
Cisco ASA 5506
Cisco DPC3939

train_wreck

Member

Ugh, that last picture of the pole equipment looks very ugly....

Your modem logs show many frequent errors across just a half-hour of time; I am surprised that techs have not noticed this (though with the way the pole equipment looks.... they might have system-wide technician "issues"). The only thing I can see that you might try is to try another splitter/attenuator before the modem, preferably a ~3.5db one, since your downstream power is slightly high, though it's not extremely high. Can your modem show the correctable/uncorrectable error counts? If so what are those?

Apart from that..... not sure. Possibly some line equipment will need looking into.

CUBS_FAN
2016 World Series Champs
join:2005-04-28
Chicago, IL

CUBS_FAN to guitarf1

Member

to guitarf1
That 1st picture shows high latency of 216ms right at the first hop. Were you downloading anything at the time of that ping plot? The other picture looks good.
guitarf1
join:2015-03-18
East Brunswick, NJ

guitarf1 to train_wreck

Member

to train_wreck
Thank you for your reply!

Here are the codeword results as of now. At the time I pasted the data, uncorrectable were very low, but at other times it was in the thousands.

CM Error Codewords
Unerrored Codewords 2502926861 2501958968 2501956703 2501954438 2501952145 2501949782 2501947452 2501944960
Correctable Codewords 74 18 24 28 50 126 94 232
Uncorrectable Codewords 47 15 9 0 0 16 107 191
guitarf1

guitarf1 to CUBS_FAN

Member

to CUBS_FAN
Hi Cubs_Fan,

As far as downloading, the only thing might have been a Skype voice call utilizing some downstream bandwidth and occasional background Chrome processes tunneling and such. Nothing more than a few hundred Kbps.
guitarf1

guitarf1

Member

To update on the situation:

-An outside tech came today with a ticket request to replace the ariel drop line for some reason, but he didn't as it was recently replaced 2 years ago. He just checked the signal at the house tap from the outside and left after seeing it was showing good results... :/

-The tech did call in a maintenance ticket for this area and gave me the ticket #.

-I'm running PingPlotter 24/7 to monitor the packet loss and autosaving at 30 min intervals both the hop and latency graphs.

It seems the techs don't care or want to see any diagnostic evidence by the customer, but I feel compelled to log my efforts at least if they're not going to.

What else could really be done to help expedite an efficient troubleshooting plan on my part and not cause distress to the company for wasted tech visits?

owlyn
MVM
join:2004-06-05
Newtown, PA

owlyn to guitarf1

MVM

to guitarf1
Train_wreck is not correct. Your upstream levels are fine. What are your upstream levels when the t3 and t4 errors are occurring?

gar187er
I DID this for a living
join:2006-06-24
Seattle, WA

gar187er to guitarf1

Member

to guitarf1
the problem isnt in your house, its an outside issue. Your node, EB051 is have codeword issues; think of it as packet loss. A line tech will need to diagnose and track the issue down.

train_wreck
slow this bird down
join:2013-10-04
Antioch, TN
Cisco ASA 5506
Cisco DPC3939

train_wreck to owlyn

Member

to owlyn
said by owlyn:

Train_wreck is not correct. Your upstream levels are fine.

I said downstream, not upstream.

gar187er
I DID this for a living
join:2006-06-24
Seattle, WA

gar187er

Member

either way his levels are fine.

owlyn
MVM
join:2004-06-05
Newtown, PA
Netgear CM2050V
Netgear RBRE960
Netgear RBSE960

owlyn to train_wreck

MVM

to train_wreck
said by train_wreck:

said by owlyn:

Train_wreck is not correct. Your upstream levels are fine.

I said downstream, not upstream.

His downstream is well within spec.
guitarf1
join:2015-03-18
East Brunswick, NJ

guitarf1 to gar187er

Member

to gar187er
thank you gar187er, I'm trying to get in touch with a local supervisor to look into the issue. Is EB051 the name of the node?
guitarf1

guitarf1

Member

Here's an update on how the connection looks over almost 24 hours of data. In the last call to Comcast, I requested to speak with a local supervisor, but no one called back. :/

The packet loss/lag spikes aren't as bad as the other day, but there's still an issue.

»dl.dropboxusercontent.co ··· hour.png

gar187er
I DID this for a living
join:2006-06-24
Seattle, WA

gar187er to guitarf1

Member

to guitarf1
yes that is your node number.

CUBS_FAN
2016 World Series Champs
join:2005-04-28
Chicago, IL

CUBS_FAN to guitarf1

Member

to guitarf1
Those 2000ms peak pings at the 2nd and 3rd hop definitely looks like a load issue and time outs/packet losses at the CMTS or node. Do you know anyone else in the neighborhood using Comcast for internet? Might try comparing your connection to theirs to see if it's locally your line or others too.
I left Comcast after 10 years because of the same issues.
Took them 6 months and countless tech visits to fix my connection. I got the attention of a Comcast engineer at one of the corporate offices and he saw my area over spent and got the node split.
guitarf1
join:2015-03-18
East Brunswick, NJ

guitarf1

Member

I'm working on getting feedback from neighbors. Most should be using Comcast because that's the only option other than Verizon DSL @ 1Mbps in my area.

I had a conversation with one of the line techs servicing the node last week, he said 43 modems were connected. Not sure if that has any meaning here.

We just got a bunch of snow up here in NJ, if anything, the colder weather helped the problem.

Update: A 48hour snapshot of the connection.
»dl.dropboxusercontent.co ··· dard.png