Velocity92c
join:2006-12-04
Louisville, KY
| An update on my internet struggles...
For the past few weeks my issue was a 100% packet loss spike every 10-20 minutes that lasted anywhere from 10 to 30 seconds.
I called about a week ago, tech sent someone out because my upstream receive power was outside the 1 to -1 spec. He came out, said there was a signal issue for sure but he couldn't fix it and would send someone else out. That person never showed up, called back the next day and they didn't send anyone out because it's an outage.
The 10-20 second spurt of 100% packet loss issue appears to be resolved, but this is what I'm seeing now;
My speedtests are very very erratic, one will be 300k, the next 14 meg. I don't completely lose connection anymore, and in fact in running an extended ping to my gateway, yahoo and a few other random sites, I didn't lose any packets, but AM seeing spikes in latency.
Running a traceroute to anywhere it times out on the 5th hop;
1 36 ms 18 ms 20 ms DHCP-74-133-184-1.insightbb.com [74.133.184.1]
2 39 ms 22 ms 29 ms 74.128.19.201
3 13 ms 22 ms 30 ms 74.128.8.97
4 40 ms 30 ms 47 ms so-7-1-0.gar2.Atlanta1.Level3.net [4.78.214.17]
5 * * 48 ms ae-31-55.ebr1.Atlanta2.Level3.net [4.68.103.158]
6 * 42 ms * ae-1-100.ebr1.Atlanta2.Level3.net [4.69.132.33]
My modem's downstream receive power level is hovering at 12, which is inside the 15 to -15 range acceptable for surfboards but outside the 10 to -10 preferred.
I called again and the tech I got says my node is using 99% of its bandwidth. He claims to have put in a ticket to have my node switched. I did get a message on these forums from a tech who said he wanted to help, which was refreshing, and am anxiously awaiting his or her call. I've begun calling every single night, making sure my account gets notated so that I'll receive credit for all this time. I really hope Insight resolves these issues soon. Before April of this year I had great service from them for years. Since then I haven't had a continuous month of even decent service.
Oh, and just as a disclaimer, this has nothing to do with a router, firewall, virus, spyware, etc. I also do tech support and have ruled out everything. I'll post back with an update as soon as I hear from the tech. |
|
AJICQ499087
join:2001-12-01
Louisville, KY | Ask for a Supervisor the next time you call. |
|
Velocity92c
join:2006-12-04
Louisville, KY
| I got a call from an Insight tech who was very helpful and friendly. He asked that I email him some info, including traceroutes, pings and speedtests to an email address and he would forward the email to the original tech that was going to contact me. Believe it or not, for the past 2 days the internet had been running great.
Then I get up this morning and start a continuous ping like I do every morning while I'm in the shower, and lo and behold my 100% packet loss for 10-30 seconds is back. Seems to be happening exactly as before, every 10 to 20 minutes I lose 100% of packets for 10-30 seconds. The speeds while the packet loss is not happening are excellent though, 14.5/1.5 or higher.
Traceroutes are the same, signal is the same from internals of the modem (RX = 10) so I'm almost convinced this is some kind of routing issue. I am awaiting a callback from one of the Insight techs to further troubleshoot. The tech I spoke with said he definitely agreed there were numerous issues from Insight's end but would have another tech call me back to finish troubleshooting. I will post an update as soon as I have one. |
|
pt109
join:2005-04-13
West Lafayette, IN
| Well don't hold your breath I also had a tech who was very nice and friendly took me through all of the things they have to do and had me email them to him. That was a week ago he said he would contact me by Wed it is now Friday.
I think they are all friendly and "seem" very interested but I am beginning to believe this is just to get you off the phone. I would call them every night but the voip is so bad because of the packetloss they would not be able to understand me. Sigh. |
|
Velocity92c
join:2006-12-04
Louisville, KY | My tech was also supposed to call me back either Tuesday or Wednesday and I haven't heard back from him yet. I'm keeping my fingers crossed though. |
|
Dufus
@insightbb.com | reply to pt109
Don't use VOIP. It sucks. Use Insight Phone instead. |
|
TBC1
join:2002-05-31
Ft Mitchell, KY
| said by Dufus :
Don't use VOIP. It sucks. Use Insight Phone instead.
Um, Insight Phone is VOIP. The problem isn't the phone service provider, but Insight's packet loss issues; that will cause any provider of Voip to hardly work, if at all. |
|
Dufus
@insightbb.com | I hate to break the news to you dude, but Insight's phone service is NOT voip. At no time does their phone service travel through the internet. It is all operated through a managed network. It ain't no Vonage. |
|
TBC1
join:2002-05-31
Ft Mitchell, KY
| No it is not that way. From your PC (the service works on its own frequency of the cable line)to the switching station, it is Voip, after that, it is land line connected. Call it partial Voip, but it still goes through your internet initially, so you are susceptible to drop offs if there are latency issues. That is something I have been having since shortly after the upgrade, and it is unreasonably expensive also @ $40/month excluding taxes and a $6 line service fee.
If you don't believe me, call Insight and they will tell you just what I said here. |
|
AJICQ499087
join:2001-12-01
Louisville, KY
| TBC1 that does make sense because a few weeks ago when some areas of Louisville had cable TV and Internet outages one of my friends that has the Insight phone service had no working service. It's obvious the Insight phone service goes thru the cable line before it becomes a land line.
I keep thinking Insight services has finally hit bottom and can't drop lower. Maybe this time I'm right.
--
low cost and fast speed is what customers want in broadband |
|
superakcraig
join:2005-03-15
Louisville, KY
| reply to TBC1
I may be wrong about this but I don't think Insight phone is VOIP because with VOIP you have a special box set up in your home and I don't have this. What I can tell you is when it was hooked up at my house, they disconnected the phone line from the pole to the house and connected the phone line going into the house to a box where the cable connected to it. I think they use the cable just as a carrier. In the 6 plus years that I have had this, i have never(with the exception of a bad storm where electric was lost for 5 days or so) lost phone service, even when the rest of the cable services were out.
--
Here I Come to Save the Day!! |
|
Dufus
@insightbb.com
| reply to AJICQ499087
I don't think Insight Phone even runs in the same carrier as your internet. The dual modem you have has dedicated bandwidth to the phone side. It is minuscule what it takes for a phone call compared to data transmission from internet packets. Phone has nothing to do with the internet. |
|
Dufus
@insightbb.com | add-on
Your right about it traveling through the coax cable though. It goes right back to their headend where it hits a phone station. From your home to their headend, it is nothing but RF. |
|
gulizard
join:2006-11-28
Henderson, KY | Got the packet loss myself. Still happening every day about the same time, and it last for several minutes.
Downloads vary all over the place for me. They are never still. Signal loss fixed, but apparently Insight just can't handle the load! |
|
CableTechky
join:2006-12-17
Louisville, KY
| reply to Velocity92c
Hey guys jsut to let you know i am a telephony tech for insight and as of right now if your in Louisville then NO NO No you don not have Voip our phone's are on a totally differnet carrier from the Headend to the NIU which is mounted on the outside. it runs on 90volts 40 constant and the 50v to make your phone ring. We are in process of having voip but who ever told you that was wrong! i am a tech that works on our phones all day long.. i know trust me.
another thing if you guys in Louisville area need a point of contact on this forum feel free to cantact me at cabletechky@insightbb.com i will try to help as much as i can. just allow a little time for a reply cause we work alot of hours |
|
BengalFan00
join:2006-11-28
Hebron, KY | Northern KY is more like VOIP, except for the fact that your calls never "go out to the internet." |
|
Guesswho
@insightbb.com
| reply to CableTechky
said by CableTechky  :Hey guys jsut to let you know i am a telephony tech for insight and as of right now if your in Louisville then NO NO No ........ Then did Insight pay for the phone lines? In my area, Insight states that is run, though initially, to the station through the cable lines saying it is technically VOIP up to a point. This person stated explicitly that is run through the net up that (closest) station (head-end). If this person was wrong, then you should ge them straight. They have it in my area, but personally, it isn't worth the money to have; way too expensive. |
|
indy0365
join:2001-08-25
Franklin, IN | SO how much is it ? |
|
BengalFan00
join:2006-11-28
Hebron, KY | It isn't ran over the net. It is ran through the hard line back to the head-end. |
|
indy0365
join:2001-08-25
Franklin, IN | again how $ is it |
|
