Rookie

Consistent Ping Spikes Every 4-6min

I'm writing because I was on the phone with customer support yesterday and couldn't make much progress.  I am experiencing consistent lag spikes every 4-6mins.  It is not noticeable during a speed test or in normal internet usage but it makes online gaming practically unplayable.

 

There have no recent changes or upgrades to my system and I am unaware of any neighborhood changes (and there have been no intervening storms, etc).  I first noticed this issue two days ago.  I live in an apartment complex in the Midtown, Manhattan area. 

 

I was told that my signal was fine and that Spectrum wasn't seeing anything wrong on their end.  They insinuated that it therefore had to a problem on my end and so I have been trying my best to isolate the issue and eliminate all other possible variables over the course of this weekend.

 

I have plugged the modem (Netgear CM600) directly to my PC (Windows 10) to bypass any potential router / wireless issues.  I have also tried this with two different ethernet cables - but this did not solve the problem.  I ran an Avast AV and Malwarebytes scan and nothing has  come up.  I have also disabled the Windows 10 firewall while testing / running PingPlotter. 

 

I have been reading a lot to troubleshoot but I am no means a technical expert so please let me know if any other information would be helpful for this diagnosis.  What I do know is that even when directly connected to the modem I am still experiencing this lag spike issue (i.e., it is not a wireless issue, a local bandwidth issue, a router issue, or etc.).  Attached below is a PingPlotter screenshot (I have confirmed that the measured latency spikes do, in fact, correlate with the ping spikes that I otherwise am experiencing while playing video games (e.g., Overwatch and League of  Legends)). 

 

I'm not sure that I am capable of interpreting the PingPlotter results on my own, but it does at least measure and show the consistency of the ping spikes - so I at least must not be crazy (although admittedly I may soon be getting there out of frustration!).  It also shows packet loss on the first hop to Road Runner/TWC/Spectrum but I'm not really sure what that means or if it's some sort of false positive.

 

Any help would be much appreciated.  I understand that the only variable left (that I am aware of) within my control is my modem which I am planning on replacing (will make a trip to Best Buy to use and then return a modem for testing) but wanted to first check to see if the PingPlotter shows any obvious issues.

 

PingPlotter:

 

Here's also a screen shot of PingPlotter during a spike: 

 

 

 

3 REPLIES
Sharer

Re: Consistent Ping Spikes Every 4-6min

Post your signal levels and log. With all that loss on the first CPE, I am guessing uncorrectables will be abnormally high on a couple lines, may even have a "dead" channel in the mix.
Rookie

Re: Consistent Ping Spikes Every 4-6min

Thanks for the response.  Unfortunately (?), there doesn't seem to be any uncorrectables.  Any other thoughts? 

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2563291000000 Hz3.2 dBmV40.6 dB00
2LockedQAM2562285000000 Hz3.5 dBmV41.0 dB00
3LockedQAM2561279000000 Hz3.3 dBmV40.7 dB00
4LockedQAM2564297000000 Hz3.4 dBmV40.9 dB00
5LockedQAM2565303000000 Hz3.1 dBmV40.5 dB00
6LockedQAM2566309000000 Hz3.3 dBmV40.6 dB00
7LockedQAM2567315000000 Hz3.1 dBmV40.6 dB00
8LockedQAM2568321000000 Hz3.1 dBmV40.5 dB00
9LockedQAM2569327000000 Hz2.6 dBmV40.2 dB00
10LockedQAM25610333000000 Hz2.7 dBmV40.2 dB00
11LockedQAM25611339000000 Hz2.8 dBmV40.2 dB00
12LockedQAM25612345000000 Hz2.8 dBmV40.2 dB00
13LockedQAM25613351000000 Hz2.7 dBmV40.2 dB00
14LockedQAM25614357000000 Hz3.0 dBmV40.3 dB00
15LockedQAM25615363000000 Hz3.1 dBmV40.4 dB00
16LockedQAM25616369000000 Hz3.0 dBmV40.3 dB00
17LockedQAM25617375000000 Hz2.3 dBmV40.6 dB00
18LockedQAM25618381000000 Hz2.0 dBmV40.3 dB00
19LockedQAM25619387000000 Hz2.4 dBmV40.8 dB00
20LockedQAM25620393000000 Hz2.6 dBmV40.8 dB00
21LockedQAM25621399000000 Hz2.6 dBmV40.7 dB00
22LockedQAM25622405000000 Hz2.4 dBmV40.5 dB00
23LockedQAM25623411000000 Hz3.2 dBmV41.0 dB00
24LockedQAM25624417000000 Hz2.7 dBmV40.8 dB00
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24200000 Hz47.8 dBmV
2LockedTDMA12560 Ksym/sec19400000 Hz47.8 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz47.8 dBmV
4LockedATDMA45120 Ksym/sec37000000 Hz47.8 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

 

Event Log: 

TimePriorityDescription
2018-09-10, 16:13:06Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:30:33:86:e3:d0;CMTS-MAC=00:17:10:87:5b:88;CM-QOS=1.1;CM-VER=3.0;
2018-09-09, 08:40:16Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=2c:30:33:86:e3:d0;CMTS-MAC=00:17:10:87:5b:88;CM-QOS=1.1;CM-VER=3.0;
2018-09-09, 08:40:16Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=2c:30:33:86:e3:d0;CMTS-MAC=00:17:10:87:5b:88;CM-QOS=1.1;CM-VER=3.0;
2018-09-08, 22:03:10Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:30:33:86:e3:d0;CMTS-MAC=00:17:10:87:5b:88;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:86:e3:d0;CMTS-MAC=00:17:10:87:5b:88;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6

 

Sharer

Re: Consistent Ping Spikes Every 4-6min

Looks like a fairly recent reboot... likely triggered because of issues on the upstream side. Upstream power levels are on the high side in that snapshot, indicating it is having a harder time getting clear signal back to the head end (will cause modem to increase power trying to compensate). There's not a lot of wiggle room left before getting too high and triggers a reboot. Good chance there may be compromised shielding/connections or perhaps an amp is having issues upstream from the modem.

Lines/connections, splitters, and wall plates need to be inspected and corrections made where issues are found. Wires/threads need to be bright and dry, slightly more than finger tight, no sharp twists/bends in cables with good shielding and such, and no active cables/jacks with no devices or termination caps.