TekSavvy → Re: [Cable] Massive Packetloss, severely degraded service? (Bay/College)

And just to prove the point



1.5 hours later and nothing changed on my end. Still 1/3 of what I'm paying for heh. You'd figure that they would have some visibility into a problem that is clearly not on my end, and yet...

Is Zap the Cap turned on?

Nope, never has been and never will as I am comfortably under 300Gb every month,

An this morning, 150/10. It's quite shocking that such an obvious congestion issues would be left to the consumer to sort out. I guess this is due to the lack of visibility into the Rogers network, though that's a pretty poor excuse. Selling service you have 0 insight into seems a bit sketchy.

Hi SamLee72,

I can understand that this is frustrating for you and we are willing to do our best to get to the bottom of this with you. I know that the troubleshooting steps required to go through are not fun but they are necessary to have our vendor look into the issue for us.

As for network visibility, we are requesting to have access to exactly that with the recent submission to the CRTC by CNOC. There is more on that topic here -> »[Cable] CRTC - CNOC Part 1 Cable Carrier Services & Update

I can tell you that we are not using that as an excuse. We are doing our best with what we have and are pushing to have better access to better assist our customers. Please keep in touch with us via the direct forum when the issues occurs so that we can get to the bottom of this together.

Cheers,

TSI Jonathan

I guess its time to start a ticket, right now internet unusable, can't even browse simple web pages.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>ping google.com -n 50

Pinging google.com [74.125.226.134] with 32 bytes of data:
Reply from 74.125.226.134: bytes=32 time=91ms TTL=56
Reply from 74.125.226.134: bytes=32 time=386ms TTL=56
Reply from 74.125.226.134: bytes=32 time=356ms TTL=56
Reply from 74.125.226.134: bytes=32 time=374ms TTL=56
Reply from 74.125.226.134: bytes=32 time=1094ms TTL=56
Reply from 74.125.226.134: bytes=32 time=327ms TTL=56
Reply from 74.125.226.134: bytes=32 time=538ms TTL=56
Reply from 74.125.226.134: bytes=32 time=1169ms TTL=56
Reply from 74.125.226.134: bytes=32 time=234ms TTL=56
Reply from 74.125.226.134: bytes=32 time=68ms TTL=56
Reply from 74.125.226.134: bytes=32 time=11ms TTL=56
Reply from 74.125.226.134: bytes=32 time=41ms TTL=56
Reply from 74.125.226.134: bytes=32 time=11ms TTL=56
Reply from 74.125.226.134: bytes=32 time=30ms TTL=56
Reply from 74.125.226.134: bytes=32 time=29ms TTL=56
Reply from 74.125.226.134: bytes=32 time=137ms TTL=56
Reply from 74.125.226.134: bytes=32 time=116ms TTL=56
Reply from 74.125.226.134: bytes=32 time=135ms TTL=56
Reply from 74.125.226.134: bytes=32 time=123ms TTL=56
Reply from 74.125.226.134: bytes=32 time=119ms TTL=56
Reply from 74.125.226.134: bytes=32 time=145ms TTL=56
Reply from 74.125.226.134: bytes=32 time=117ms TTL=56
Reply from 74.125.226.134: bytes=32 time=128ms TTL=56
Reply from 74.125.226.134: bytes=32 time=115ms TTL=56
Reply from 74.125.226.134: bytes=32 time=94ms TTL=56
Reply from 74.125.226.134: bytes=32 time=134ms TTL=56
Reply from 74.125.226.134: bytes=32 time=115ms TTL=56
Reply from 74.125.226.134: bytes=32 time=99ms TTL=56
Reply from 74.125.226.134: bytes=32 time=66ms TTL=56
Reply from 74.125.226.134: bytes=32 time=19ms TTL=56
Reply from 74.125.226.134: bytes=32 time=45ms TTL=56
Reply from 74.125.226.134: bytes=32 time=1150ms TTL=56
Reply from 74.125.226.134: bytes=32 time=1206ms TTL=56
Reply from 74.125.226.134: bytes=32 time=328ms TTL=56
Reply from 74.125.226.134: bytes=32 time=505ms TTL=56
Reply from 74.125.226.134: bytes=32 time=277ms TTL=56
Reply from 74.125.226.134: bytes=32 time=629ms TTL=56
Reply from 74.125.226.134: bytes=32 time=534ms TTL=56
Reply from 74.125.226.134: bytes=32 time=496ms TTL=56
Reply from 74.125.226.134: bytes=32 time=372ms TTL=56
Reply from 74.125.226.134: bytes=32 time=630ms TTL=56
Reply from 74.125.226.134: bytes=32 time=843ms TTL=56
Reply from 74.125.226.134: bytes=32 time=720ms TTL=56
Reply from 74.125.226.134: bytes=32 time=379ms TTL=56
Reply from 74.125.226.134: bytes=32 time=633ms TTL=56
Reply from 74.125.226.134: bytes=32 time=665ms TTL=56
Reply from 74.125.226.134: bytes=32 time=627ms TTL=56
Reply from 74.125.226.134: bytes=32 time=426ms TTL=56
Reply from 74.125.226.134: bytes=32 time=674ms TTL=56
Reply from 74.125.226.134: bytes=32 time=742ms TTL=56

Ping statistics for 74.125.226.134:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 1206ms, Average = 366ms

C:\Windows\system32>

Could you ..
tracert google.com
and paste the result?

C:\Windows\system32>tracert google.com
Tracing route to google.com [74.125.226.99]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms router.asus.com [192.168.0.1]
2 109 ms 317 ms 25 ms 10.124.212.1
3 489 ms 203 ms 2049 ms 209.148.244.53
4 442 ms 21 ms 11 ms 69.63.252.250
5 1524 ms 190 ms 14 ms ae1_2150-bdr04-tor.teksavvy.com [69.196.136.164]

6 2100 ms 31 ms 214 ms 72.14.212.134
7 434 ms 17 ms 11 ms 216.239.47.114
8 298 ms 15 ms 16 ms 209.85.250.207
9 193 ms 38 ms 137 ms yyz08s13-in-f3.1e100.net [74.125.226.99]

Trace complete.

Remove your router, and test again. I suspect local congestion is your issue.