 Samir
join:2010-02-06
Madison, AL |
Samir
Member
2014-Jul-29 11:06 am
1-5% Packet LossWe use our connections for business so the connections need to be solid. We have two with Charter and one with Wow.
The one with wow also has a device attached that will reboot the router in case it locks up. Another feature that it does is monitor the ping times and packet loss of the Internet connection.
For the last 1.5 months, there has been 1-5% packet loss across the board for a week or two, and then all is good again. Speeds have also been somewhat erratic and nowhere near the 25 down that we're paying for.
A technician came out at the first outage and didn't see any loss or speed issues. He said that it must be our equipment, which we monitored and didn't touch. A week later, everything fixed on its own. And then fast-forward another week, and the problem returned. And so on and so forth...
This is the current results of the monitor:
Target Site IP Address Response Time Timeout
www.google.com 74.125.225.18 50 ms 1 %
www.yahoo.com 98.139.183.24 50 ms 1 %
www.bing.com 204.79.197.200 20 ms 1 %
www.ask.com 184.26.136.121 10 ms 1 %
I've talked to wow support numerous times on this, but it doesn't seem like anyone wants to escalate this up to engineering. I've run several traceroutes, and whatever it is, it is not last leg and near us. |
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 mix
join:2002-03-19
Romeo, MI |
mix
Member
2014-Jul-29 11:30 am
Would you copy and paste the signal stats from the WOW modem into this thread please. |
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WOW Customer
Anon
2014-Jul-31 11:01 pm
I've been getting packet loss the last 3 months. I'm located in Huntsville, AL near Providence. The packet loss goes away when using a VPN. I'm assuming this a problem on WOW's side not my equipment and/or line. |
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Samir
join:2010-02-06
Madison, AL |
to mix
i will when i get a chnce. Been very busy.
It probably wont help though as everything is back to zero loss after an outage earlier this week. |
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| Samir |
to WOW Customer
we have multiple site to site vpns and would see loss even across our vpn links. |
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| Samir |
to mix
The problem is back again, so here's the stats:
Downstream DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 12 681.00 MHz -7.03 dBmV 34.77 dB 256QAM 1136804465 272010 0
Downstream 2 3 627.00 MHz -6.06 dBmV 35.25 dB 256QAM 101865953 47292 0
Downstream 3 4 633.00 MHz -6.11 dBmV 35.25 dB 256QAM 112345612 67205 0
Downstream 4 5 639.00 MHz -6.47 dBmV 35.08 dB 256QAM 119423781 97747 0
Downstream 5 6 645.00 MHz -6.15 dBmV 35.25 dB 256QAM 108818093 130219 0
Downstream 6 7 651.00 MHz -6.67 dBmV 35.25 dB 256QAM 101509844 175285 0
Downstream 7 8 657.00 MHz -6.35 dBmV 35.08 dB 256QAM 102112575 208734 0
Downstream 8 9 663.00 MHz -6.56 dBmV 34.77 dB 256QAM 155960361 247731 0
Reset FEC Counters
Upstream UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 62 33.50 MHz 36.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 61 25.50 MHz 34.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Status
System Uptime: 33 d: 23 h: 04 m
Computers Detected: staticCPE(0), dynamicCPE(1)
CM Status: OPERATIONAL
Time and Date: Sat 2014-08-02 21:18:20 |
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| Samir |
to mix
And here's the stats from our rebooter:
Target Site IP Address Response Time Timeout
www.google.com 75.76.44.115 10 ms 1 %
www.yahoo.com 98.139.180.149 50 ms 1 %
www.bing.com 204.79.197.200 20 ms 1 %
www.ask.com 184.26.136.138 10 ms 1 % |
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| Samir |
Samir
Member
2014-Nov-1 1:43 pm
And the problem returns:
www.google.com 75.76.44.97 50 ms 1 %
www.yahoo.com 98.138.253.109 110 ms 0 %
www.bing.com 204.79.197.200 50 ms 0 %
www.ask.com 184.26.143.137 20 ms 1 % |
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| Samir |
Samir
Member
2014-Nov-20 11:37 am
And back again:
www.google.com 75.76.44.43 10 ms 0 %
www.yahoo.com 98.139.183.24 60 ms 1 %
www.bing.com 204.79.197.200 10 ms 0 %
www.ask.com 184.26.143.137 20 ms 1 % |
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| Samir |
Samir
Member
2014-Nov-21 8:58 am
And now even worse:
Target Site IP Address Response Time Timeout
www.google.com 75.76.44.42 10 ms 1 %
www.yahoo.com 98.139.183.24 60 ms 1 %
www.bing.com 204.79.197.200 20 ms 1 %
www.ask.com 184.26.143.194 20 ms 1 % |
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 HSDays
join:2007-11-26
Reynoldsburg, OH |
HSDays
Member
2014-Nov-22 12:20 pm
Can you post trace routes so we can see where the loss is occurring. What period of time are these percentages occurring? Are the lifetime stats, 24 hours, etc. |
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Samir
join:2010-02-06
Madison, AL |
Samir
Member
2014-Dec-26 11:24 pm
Sorry for the delayed reply. Been busy.
Everything is okay right now, kinda. Just saw a spike in timeouts since I'm overseas and my connection back to the states was getting laggy. Checked the rebooter and sure enough, it showed 1% loss on two of the check sites.
To answer the question about the time period of the stats, I'm not entirely sure. I think it checks these sites about every minute or so and must be either lifetime (last reboot of rebooter) or hourly.
Here is the current display:
www.google.com 75.76.44.88 10 ms 1 %
www.yahoo.com 98.139.180.149 50 ms 0 %
www.bing.com 204.79.197.200 10 ms 0 %
www.ask.com 23.3.96.88 30 ms 0 %
Tracing route to dynamic-75-76-44-88.knology.net [75.76.44.88]
over a maximum of 30 hops:
1 37 ms 1 ms 1 ms 192.168.1.1
2 10 ms 11 ms 10 ms XXX.XXX.XXX.XXX
3 11 ms 17 ms 11 ms user-24-96-35-182.knology.net [24.96.35.182]
4 10 ms 11 ms 11 ms user-24-96-198-233.knology.net [24.96.198.233]
5 49 ms 11 ms 10 ms user-24-96-198-217.knology.net [24.96.198.217]
6 49 ms 12 ms 11 ms user-24-96-153-141.knology.net [24.96.153.141]
7 11 ms 11 ms 11 ms dynamic-75-76-44-88.knology.net [75.76.44.88]
Trace complete.
I noticed that this trace route didn't look right since it was resolving back to a dynamic knology IP. So I changed the DNS entries in the rebooter to the current knology/wow ones.
The result is this, which shows all okay for now, but the laggyness I was experiencing earlier has also resolved itself:
www.google.com 64.233.176.106 10 ms 0 %
www.yahoo.com 98.139.180.149 50 ms 0 %
www.bing.com 204.79.197.200 20 ms 0 %
www.ask.com 184.26.143.137 10 ms 0 % |
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wowMike
join:2013-12-02
Allen Park, MI |
Samir,
If you could PM me with your modem's MAC I'll check the routes from the next hop back and see if we can identify a trouble spot. |
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 bdnhsv
join:2012-01-20
Huntsville, AL |
to Samir
upstream power looks low - should be about 10 db higher to provide sufficient separation from the noise floor and any intermittent noise that happens. The DS levels are ok now, but are low enough that you can't just pad the input to the modem to increase the US levels (or else your new DS will be -15). WOW needs to find the source of their unity gain problem. |
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Samir
join:2010-02-06
Madison, AL |
to wowMike
PM sent! |
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| Samir |
to bdnhsv
Thank you for the reply. Here's the most recent stats from the rebooter and modem signal levels:
www.google.com 64.233.176.105 10 ms 1 %
www.yahoo.com 98.139.183.24 60 ms 0 %
www.bing.com 204.79.197.200 10 ms 0 %
www.ask.com 192.204.4.74 20 ms 1 %
Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 1 615.00 MHz -4.32 dBmV 35.78 dB 256QAM 6262733073 9045 27
Downstream 2 2 621.00 MHz -4.52 dBmV 35.60 dB 256QAM 2783217853 24254 39
Downstream 3 5 639.00 MHz -4.77 dBmV 35.42 dB 256QAM 2922152202 227276 35
Downstream 4 6 645.00 MHz -4.43 dBmV 35.42 dB 256QAM 3293034369 354035 66
Downstream 5 7 651.00 MHz -4.71 dBmV 35.60 dB 256QAM 2475794909 480489 41
Downstream 6 10 669.00 MHz -4.34 dBmV 35.42 dB 256QAM 1965866255 913417 39
Downstream 7 11 675.00 MHz -4.59 dBmV 35.25 dB 256QAM 4180551437 1068722 54
Downstream 8 12 681.00 MHz -4.50 dBmV 35.42 dB 256QAM 5153546053 926584 31
Reset FEC Counters
Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 62 33.50 MHz 39.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 61 25.50 MHz 37.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Status
System Uptime: 24 d: 5 h: 02 m
Computers Detected: staticCPE(0), dynamicCPE(1)
CM Status: OPERATIONAL
Time and Date: Sun 2014-12-28 19:52:20 |
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| Samir |
to bdnhsv
It's gotten worse in the last 48hrs:
www.google.com 74.125.196.106 20 ms 1 %
www.yahoo.com 98.139.183.24 60 ms 1 %
www.bing.com 204.79.197.200 20 ms 1 %
www.ask.com 192.204.4.74 20 ms 1 %
Modem info:
RF Parameters
Downstream DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 1 615.00 MHz -1.06 dBmV 35.97 dB 256QAM 6713270081 9647 27
Downstream 2 2 621.00 MHz -1.03 dBmV 35.97 dB 256QAM 2828737905 25930 39
Downstream 3 5 639.00 MHz -1.57 dBmV 35.60 dB 256QAM 2970098796 245005 35
Downstream 4 6 645.00 MHz -1.40 dBmV 35.42 dB 256QAM 3345583821 380949 66
Downstream 5 7 651.00 MHz -1.72 dBmV 35.60 dB 256QAM 2522347519 517286 41
Downstream 6 10 669.00 MHz -1.74 dBmV 35.25 dB 256QAM 2008936307 985102 39
Downstream 7 11 675.00 MHz -1.97 dBmV 35.25 dB 256QAM 4242930615 1154047 54
Downstream 8 12 681.00 MHz -1.85 dBmV 35.42 dB 256QAM 5238408049 1001396 31
Reset FEC Counters
Upstream UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 62 33.50 MHz 38.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 61 25.50 MHz 37.50 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Status
System Uptime: 26 d: 16 h: 22 m
Computers Detected: staticCPE(0), dynamicCPE(1)
CM Status: OPERATIONAL
Time and Date: Wed 2014-12-31 07:12:19 |
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bdnhsv
join:2012-01-20
Huntsville, AL |
bdnhsv
Member
2014-Dec-31 7:34 pm
It could also be some congestion at their node or further back in their network, but those signal levels look suspect to me. If you'd like, PM me and we can figure out a time for me to come have a look and offer advice (no cost to you) - I'll do it just to help you out. |
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WOW Customer
Anon
2015-Jan-1 2:35 pm
This has been going on in Huntsville, AL since last summer for me. Strangely enough when I connect to a VPN I don't experience any packet loss. What's the deal?? |
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Samir
join:2010-02-06
Madison, AL |
Samir
Member
2015-Jan-2 1:01 am
It's been happening since the summer for me as well. And I think I understand why you may not be getting packet loss when using a VPN service--you may be connecting to the VPN service before the hop that's having an issue. I have direct site to site VPNs that still experience the packet loss. |
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| Samir |
to bdnhsv
Thank you for the help. I'll probably take you up on the offer once I'm back in town again. I'm working off-site at the moment (hence why this problem is so bothersome!). |
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moxx
Anon
2015-Jan-2 9:58 pm
Same problems here. intermittent packet loss from 1-16% for me. might stop for an hour or three, maybe even half the day, but always comes back again. This has been verified after removing the router from the network and just running a hard line from the cable modem to my computer. Makes streaming video and gaming IMPOSSIBLE for the last month. Sucks, since those are the 2 main uses for the internet in this household. Here's a test I just ran while typing this. I've got 14 pages of these types of results: 
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Samir
join:2010-02-06
Madison, AL |
Samir
Member
2015-Jan-25 7:54 pm
Wow, that's much worse than what I'm running across! I would have to change providers overnight if I had an issue like that.
We're coming on 9 months of having this problem. I'm already talking to Charter about an install. |
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 mwoodj
join:2001-10-27
Madison, AL |
to Samir
I see the same behaviour. It has been going on for quite some time. 
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Samir
join:2010-02-06
Madison, AL |
Samir
Member
2015-Jan-30 10:25 am
Wow, not good. Are you in Madison, AL?
So an update on this issue. I called up WOW support the other day and told them about the issue and how I've been with them for 10 years, so I'm going to be give them one more chance to try to fix this before I move to another provider.
They sent a tech who checked all wiring and fixed a few minor things. Signals looked perfect even before these minor things were fixed. Tech plugged in their laptop, which obviously will get a different IP and I ran a ping to him while he pinged me and 0% packet loss. Our equipment was plugged back in with the same IP address we've had for two years+, and we still had packet loss. Obviously, this is not something on our 'last mile' link (the cable modem and related wiring), but something in WOWs network that has an issue. The tech said he would have his boss call me to further diagnose it.
His boss called me yesterday thinking that this was some sort of user error or easy fix. When I got into the details, he said he'll have to talk to his IT person and then maybe have him come back out to our site to check again. I told him that unless his IT person was going to come with a network adapter programmed with our equipment's MAC address to get the same IP, there was no point as the connection is fine with another IP address. He agreed and said he would let me know.
At this point, I can see from the posts here with others having issues in the Huntsville area that there is DEFINITELY something wrong on the back end, not on our 'last mile' links. |
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mwoodj
join:2001-10-27
Madison, AL |
to Samir
Yes I am in Madison. |
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Samir
join:2010-02-06
Madison, AL |
Samir
Member
2015-Jan-30 3:02 pm
I don't understand why WOW hasn't fixed this by now. The online gaming crowd would be having fits. |
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to Samir
I'm in Madison off Brown's Ferry near County Line. I wrote a script to run a pingtest.net test every 10 minutes and saves a screenshot. Ran for about 8 hours. 54 tests. Kids have been streaming Netflix all day if that makes a difference. 54 test runs: - All had 0% packet loss - Ping: 22ms min, 44ms max, 28ms avg - Jitter: 1ms min, 8ms max, 4ms avg Testing specifically Aurora and Atlanta consistently had the highest ping...but Atlanta had the lowest jitter of all (1 ms). Not sure what that means. The attached screenshot is typical of the 54 tests (pingtest selected the server). |
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| rustybx |
to Samir
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Samir
join:2010-02-06
Madison, AL |
to rustybx
I have a device on our network that pings our router from the lan and automatically reboots it if it goes non-responsive for over 10 seconds. This same device also pings google, bing, ask, and yahoo. It usually shows no packet loss across the board, but for the last 9 months or so, it has looked like this every few months: www.google.com 74.125.21.105 20 ms 1 %
www.yahoo.com 98.139.180.149 50 ms 1 %
www.bing.com 204.79.197.200 10 ms 1 %
www.ask.com 184.26.143.137 20 ms 1 %
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