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DSM Fan
join:2010-10-04
Covina, CA

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DSM Fan

Member

[Internet] Latency and Packet Loss

For the last 4-6 weeks I have had issues with my connection. My setup initially was a Linksys WRT54GL running DDWRT connected to a Ambit cable modem. Between the hours of 5pm and 9pm I would consistently experience short bursts of extreme packet loss usually ranging around 20-30%. The tests were run from the WAN side of the router so this removed the PC,Net card or wifi as the source of the loss. The router is old and I figured that might be the cause so I replaced it with another brand new version of the same router. There was no change.

2 Weeks ago TWC sent a tech out when I wasn't available so my wife let them have the run of the network. In short they installed an Arris TG1670 gateway. For the first couple of days everything was ok. With in 4-5 days I started seeing loss and now I can rule out my equipment as the source of the problem.

A couple of months ago they sent out mailers about upgrading the local network and the bump up to 50-100mpbs looks cool on paper but the connection is relatively useless when the connection starts to degrade. Online gaming and Netflix are completely out of the realm and some of the most basic websites(limited multimedia) take minutes to load.

My recent conversation with over seas support resulted in another tech coming out this weekend(against my request since multiple techs stated signal to the modem were fine). Is there any answer on what is going on? Did TWC over provision the local node with their new bandwidth upgrade? When is it going to get fixed and what is being done to prevent this?

All the commercials with Bill Coher and blazing fast Internet and *award winning service don't appear to actually mean anything here.

Update 8/25/14
Packet loss and latency was so bad that I resulted to using my cell phone as a hot spot. Pretty bad when my cell company can provide me a better/more consistent Internet experience than my cable company.

DocDrew
How can I help?
Premium Member
join:2009-01-28
SoCal

DocDrew

Premium Member

Can you post signal levels from your modem?

Can you also post a trace route to a site, that might show the packet loss?
DSM Fan
join:2010-10-04
Covina, CA

DSM Fan

Member

Signal levels

Upstream 1 9 30.60 MHz 35.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 12 37.00 MHz 35.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Upstream 3 11 23.30 MHz 34.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 10 18.50 MHz 33.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

At the time the connection is rock solid which is good considering the snafu with TWC this morning. The tracert results to google DNS servers

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 4 ms 13 ms 4 ms 192.168.0.1
2 30 ms 16 ms 23 ms cpe-142-129-16-1.socal.res.rr.com [142.129.16.1]

3 20 ms * 34 ms 76.167.31.137
4 45 ms 29 ms 40 ms 72.129.6.172
5 46 ms * 22 ms sndhcaax-ccr07.socal.rr.com [72.129.5.2]
6 * * 33 ms ae-5-0.cr0.lax30.tbone.rr.com [66.109.6.64]
7 * 22 ms 25 ms 66.109.9.26
8 * 72 ms 28 ms 72.14.198.73
9 * 21 ms 225 ms 64.233.174.238
10 62 ms 63 ms 56 ms 72.14.238.0
11 140 ms 54 ms 82 ms 72.14.239.157
12 63 ms 57 ms 66 ms 216.239.46.195
13 * * * Request timed out.
14 53 ms 56 ms 55 ms google-public-dns-a.google.com [8.8.8.8]

Also ping test results

Ping statistics for 8.8.8.8:
Packets: Sent = 152, Received = 147, Lost = 5 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 49ms, Maximum = 251ms, Average = 64ms

3% loss is better than what I have seen when it starts acting up so the Internet is at least some what useable tonight. Latest updates from TWC as a result of a post on the direct support forum. I specified the best time to reach me (5pm-10pm) and they contacted me at 11:30pm. I asked for them to call me back during the hours specified and that was Monday. Go figure. I imagine if their techs learned how to read their engineers might have an easier time preventing issues like the one this morning.
DSM Fan

DSM Fan

Member

Of course moments after the post the Internet died. My wife has started to refer to them as commercial breaks.

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 9 30.60 MHz 35.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 12 37.00 MHz 35.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Upstream 3 11 23.30 MHz 34.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 10 18.50 MHz 33.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

The below ping stats were obtained during the time it took the traceroute to complete

Ping statistics for 8.8.8.8:
Packets: Sent = 64, Received = 53, Lost = 11 (17% loss),
Approximate round trip times in milli-seconds:
Minimum = 50ms, Maximum = 156ms, Average = 67ms
Control-C

tracert 8.8.8.8

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 32 ms 6 ms 35 ms 192.168.0.1
2 19 ms 18 ms 29 ms cpe-142-129-16-1.socal.res.rr.com [142.129.16.1]

3 13 ms 11 ms 26 ms 76.167.31.137
4 28 ms 40 ms 49 ms 72.129.6.172
5 29 ms 31 ms 24 ms sndhcaax-ccr07.socal.rr.com [72.129.5.2]
6 29 ms 47 ms 31 ms ae-5-0.cr0.lax30.tbone.rr.com [66.109.6.64]
7 40 ms 25 ms 32 ms 66.109.9.26
8 * * * Request timed out.
9 33 ms 29 ms 30 ms 64.233.174.238
10 * 53 ms 64 ms 72.14.238.0
11 * 64 ms 54 ms 72.14.239.157
12 92 ms 58 ms 69 ms 216.239.46.195
13 * * * Request timed out.
14 64 ms 57 ms 59 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.

irighti27
@24.210.242.x

irighti27 to DSM Fan

Anon

to DSM Fan
I'm an avid internet gamer. I even make a few thousand/year in wager matches. I've always had a very good connection. 30 download, 5 upload and a ping of about 20ms with 0% packet loss. Until a few days ago. Now these are my readings. Can anyone tell me what to do to correct this? And tell me what the issue might be?

Most recent two ping.net tests:

test 1 test 2
Packet loss 2% 3%
ping 89 71
jitter 32 23

Then someone told me to check the following test...but I don't know how to decipher this...

Cable Modem

Status

Signal

Addresses

Configuration

Logs

Open Source

Help

This page provides information about the current upstream and downstream signal status of your Cable Modem.

Downstream

Bonding Channel Value

Channel ID 5 1 2 6 7 8

SNR 36 dB 37 dB 36 dB 36 dB 37 dB 37 dB
Dwnstrm Mod QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
Power Level 15 dBmV 15 dBmV 15 dBmV 15 dBmV 15 dBmV 15 dBmV

Upstream

Bonding Channel Value

Channel ID 7 5 6
Frequency 34400000 Hz 25000000 Hz 29000000 Hz
Ranging Service ID 11909 11909 11909
Symbol Rate 5.120 Msym/sec 2.560 Msym/sec 2.560 Msym/sec
Power Level 44 dBmV 43 dBmV 44 dBmV
Upstream Modulation [3] QPSK
[3] 64QAM
[3] QPSK
[2] 16QAM
[3] 64QAM
[3] QPSK
[2] 16QAM
[3] 64QAM

Ranging Status Success Success Success

Signal Stats (Codewords)

Bonding Channel Value

Channel ID 5 1 2 6 7 8
Unerrored 2691253189 2690596989 2690606040 2690614239 2690592954 2690594035
Correctable 14 1 15 2 13 14
Uncorrectable 544 1416 544 538 1539 1512

Status | Signal | Addresses | Configuration | Logs | Open Source | Help

© Copyright 2012 - 2013 Motorola Mobility, LLC. All rights reserved.
Mystic95Z
join:2005-05-10
Orlando, FL

Mystic95Z

Member

Looks to me that your downstream power levels are at the upper limits of the spec. Generally the best is 0dbmv.

maartena
Elmo
Premium Member
join:2002-05-10
Orange, CA

maartena to DSM Fan

Premium Member

to DSM Fan
I have had very similar problems in the last 3 days. I am not waiting for it to be fixed by itself though, a tech is scheduled to arrive at my premises at 1:00 today.

My speed tests currently test at 5-10 Mbps down and 0.11-0.15 up, which should be 100/5. Pings give me packet loss of about 10-15%, give or take. It goes down to 1% or up to 30% on occasion, depending on maybe what I am trying to do or current signal issues.
maartena

maartena to DSM Fan

Premium Member

to DSM Fan
Fingers crossed but the TWC tech replaced the Ubee modem for a Arris TG1672. I had it placed into bridged mode immediately by the tech, so that is done. For now, everything seems to have returned to normal, so lets hope it was just the Ubee modem.
DSM Fan
join:2010-10-04
Covina, CA

DSM Fan

Member

Thats the same thing they did on my end. It will probably work for a couple of days and then start to cut out again.

Latest ping test results

Ping statistics for 8.8.8.8:
Packets: Sent = 61, Received = 46, Lost = 15 (24% loss),
Approximate round trip times in milli-seconds:
Minimum = 52ms, Maximum = 3696ms, Average = 997ms

I have a thread going on the TWC direct forum but they have just proven that they can't read or follow through on things.
DSM Fan

DSM Fan

Member

When ever this occurs the GUI is not accessible I just get a message that the unit is updating.