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jjohnso1

join:2004-02-26
Westerville, OH

1 edit

Intermittent packet loss Columbus OH area

First, the good. I've been a very satisfied WOW customer; and for the last year or so I've had the 50/5 Mbps package and love it. I know the last few months have been a little bumpy for WOW's customer server but it sounds like things are slowly getting back to normal.

I have two other friends in the area that are also WOW subscribers; one has the 50/5 and the other has the 30/3 Mbps rate.

We all play Battlefield 3 together; I host a TeamSpeak 3 server so we can communicate. For the last 60 days or so, all 3 of us have had intermittent connectivity issues. After some testing, I think the primary problem is packet loss, but there seems to be some pretty significant latency spikes as well.

I first started to suspect problems connecting to the rest of the world from WOW last month when we were all playing with a friend that lives in Chicago on Comcast; the 3 of us that are on local WOW simultaneously disconnected from the game we all were playing, but could continue to communicate via my TeamSpeak server. Our friend in Chicago lost connection to TeamSpeak, but continued to play the game just fine. We've seen similar symptoms several times while this problem has been going on.

Anyway, I setup a SmokePing here on DSLReports, and sure enough, you can see the packet loss and latency spikes pretty clearly.

Here is a particularly bad stretch from this weekend:

»/r3/smokeping.···enerate!

I see that pattern of blue (packet loss) in bunches almost every hour.

Anyway, I was hoping one of the WOW support wizards might spot this and have some idea of how to resolve.

Thanks


WOW_Dan
Premium
join:2011-03-24
Naperville, IL
kudos:36
Can you send me a private message with your account number, phone number and the name on the account so I can locate your equipment and take a look at it?

jjohnso1

join:2004-02-26
Westerville, OH
reply to jjohnso1
Click for full size
That SmokePing link doesn't look like it did when I posted it; here is a copy of the image that I saved.

adam1991

join:2012-06-16
Columbus, OH
reply to jjohnso1
I'm getting the same behavior.

Sock

join:2011-08-13
Columbus, OH
reply to jjohnso1
I've been seeing the same thing for months. Mine almost always happens between 7AM and 9AM.

A typical morning:


deisdestiny

join:2013-01-17
Columbus, OH
reply to jjohnso1
We are having the same issue here in Columbus. Intermittent and brief connection loss. This has been going on for approximately 4 months. We have the 50/5 package. Our signal quality is next to perfection according to every tech we have had out (4 now). So it is nothing on our local lines. I will be running smokeping and other monitoring utilities over the next few days and report back with all I have.

Sock

join:2011-08-13
Columbus, OH
reply to Sock
2/6/13:



deisdestiny

join:2013-01-17
Columbus, OH
reply to jjohnso1
Could I ask those of us that are experiencing the intermittent extreme packet loss to do a few traceroutes to common servers out there such as google and report their hops here?

Like so:

Tracing route to google.com [74.125.228.67]
over a maximum of 30 hops:

1 * * * Request timed out.
2 10 ms 9 ms 8 ms 10.35.25.94
3 12 ms 12 ms 8 ms 10.35.24.1
4 8 ms 11 ms 8 ms 10.35.11.13
5 24 ms 23 ms 26 ms eqixva-google-gige.google.com [206.126.236.21]
6 23 ms 25 ms 31 ms 209.85.252.46
7 29 ms 36 ms 26 ms 72.14.238.247
8 32 ms 26 ms 26 ms iad23s07-in-f3.1e100.net [74.125.228.67]
I ask as I am trying to find the common servers we are hopping through. The #2 hop for me is always the same, but after that they can vary depending on load as expected. If we can start drilling this down we can at least start eliminating possibilities for the packet loss. There are a large number of things that could be causing this packet loss, but we could be looking at either a bad server at one of the common hops, or an infrequently used load balancing server that is failing.

SmokePing is a good test to determine if there is a problem, but it unfortunately gives little helpful information other than time of day. We are going to need to run packet loss tests from our individual residences and/or have the techs at WOW run tests to each of their servers and monitor the loss over a few days.

Sock

join:2011-08-13
Columbus, OH
Here's one example from back in December when I was trying to troubleshoot. I'll grab a current one when the issue occurs tomorrow morning.

Hops Loss IP Name Location Tzone Avg Min Max Network
0 0 192.168.0.111 GOLDENMONKEY - - 0.0 0 0 [Local Network]
1 0 192.168.0.254 DD-WRT - - 0.0 0 0 [Local Network]
2 0 172.27.35.1 - - - 1.0 1 1 [Local Network]
3 100 - - - - - - - -
4 0 10.35.25.38 - - - 1090.0 416 1353 [Local Network]
5 0 10.35.11.13 - - - 1048.0 347 1332 [Local Network]
6 100 - - - - - - - -
7 0 209.85.252.80 - Mountain View, usa - 1049.0 274 1331 Google Inc.
8 7 72.14.236.152 - Mountain View, usa - 1053.0 711 1352 Google Inc.
8 7 72.14.236.146 - Mountain View, usa - 1024.0 788 1340 Google Inc.
9 6 209.85.241.222 - Mountain View, usa - 997.0 628 1396 Google Inc.
9 6 209.85.243.114 - Mountain View, usa - 956.0 737 1416 Google Inc.
10 3 216.239.48.59 - Mountain View, usa - 788.0 436 1213 Google Inc.
10 3 216.239.48.159 - Mountain View, usa - 610.0 195 868 Google Inc.
10 3 216.239.48.183 - Mountain View, usa - 805.0 289 1213 Google Inc.
10 3 216.239.48.157 - Mountain View, usa - 1007.0 483 1386 Google Inc.
11 100 - - - - - - - -
12 12 173.194.75.99 www.google.com Mountain View, usa - 965.0 390 1386 Google Inc.

Sock

join:2011-08-13
Columbus, OH
reply to deisdestiny
Here's a trace from this morning's incident:

Target Name: www.google.com
IP: 173.194.75.103
Date/Time: 2/7/2013 8:41:50 AM to 2/7/2013 8:42:09 AM

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 20 0 0.0 0 4 0 DD-WRT [192.168.0.254]
2 18 18 100.0 0 0 0 [-]
3 20 4 20.0 11 1247 258 [10.35.25.46]
4 20 1 5.0 12 2135 430 [10.35.11.33]
5 20 1 5.0 24 1230 371 eqixva-google-gige.google.com [206.126.236.21]
6 20 2 10.0 24 1143 321 [209.85.252.46]
7 17 5 29.4 25 746 232 [72.14.236.98]
8 17 3 17.6 39 1719 559 [209.85.243.114]
9 10 0 0.0 37 795 261 [216.239.48.159]
10 18 18 100.0 0 0 0 [-]
11 20 6 30.0 37 1160 214 ve-in-f103.1e100.net [173.194.75.103]

deisdestiny

join:2013-01-17
Columbus, OH
So I have uncovered a bit more information in my tests. Hopefully this information gets passed on to the appropriate people at WOW.

I have been monitoring connectivity with pings to the following WOW servers/routes "10.35.25.94" and "10.35.24.2". When the disconnects occur I am still able to continue pinging those servers with NO interruption.

So, this should indicate that the issue is beyond those links in the chain.

Continuing to dive into the rabbit hole...

deisdestiny

join:2013-01-17
Columbus, OH
reply to jjohnso1
Tested another hop at "10.35.11.29" during a disconnect and saw no interruption in the ping responses. This is making me lean towards a problem with WOW's link to the outside world from their columbus network.

Sock

join:2011-08-13
Columbus, OH
reply to jjohnso1
Mine doesn't seem to be the same behavior as I'm losing packets to devices internal to WOW:

Target Name: www.google.com
IP: 173.194.75.103
Date/Time: 2/12/2013 11:44:02 AM to 2/12/2013 11:46:01 AM

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 120 0 0.0 0 0 0 DD-WRT [192.168.0.254]
2 118 118 100.0 0 0 0 [-]
3 120 42 35.0 10 2627 835 [10.35.25.46]
4 120 42 35.0 10 2588 819 [10.35.11.33]
5 120 46 38.3 24 2562 823 eqixva-google-gige.google.com [206.126.236.21]
6 120 44 36.7 25 2596 832 [209.85.252.46]
7 90 31 34.4 26 2483 857 [72.14.236.98]
8 84 29 34.5 40 2497 824 [209.85.243.114]
9 18 14 77.8 58 811 314 [216.239.48.157]
10 118 118 100.0 0 0 0 [-]
11 120 42 35.0 36 2777 891 ve-in-f103.1e100.net [173.194.75.103]

Sock

join:2011-08-13
Columbus, OH

1 edit
reply to jjohnso1
It looks like I'm going to have to bite the bullet and deal with the hassle of driving over and swapping the cable modem out.
It baffles me how a faulty cable modem would have problems around the same times every day, but almost all of my traces seem to indicate the packet loss starts either with the cable modem or the first hop outside of my house.

Target Name: www.google.com
IP: 173.194.75.103
Date/Time: 2/19/2013 7:15:15 AM to 2/19/2013 7:16:14 AM

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 60 0 0.0 0 3 0 DD-WRT [192.168.0.254]
2 58 58 100.0 0 0 0 [-]
3 58 28 48.3 9 2092 236 [10.35.25.150]
4 58 27 46.6 9 2051 221 [10.35.11.13]
5 58 29 50.0 23 2025 238 eqixva-google-gige.google.com [206.126.236.21]
6 57 27 47.4 24 2979 323 [209.85.252.80]
7 47 25 53.2 24 2938 447 [72.14.236.152]
8 50 26 52.0 35 2909 569 [209.85.241.222]
9 32 23 71.9 38 804 430 [216.239.48.157]
10 57 57 100.0 0 0 0 [72.14.237.133]
11 58 28 48.3 35 2240 211 ve-in-f103.1e100.net [173.194.75.103]