Rookie

Experiencing intermittent packet loss for ~6-8 months

1. San Diego, CA, 92126
2. Standard Internet
3. ARRIS SURFboard SB6183
4. NETGEAR R6700v2
5. Router Firmware Version V1.2.0.8_1.0.1
6. Modem confirmed connected on my account page
7. Speeds 60/5
8. Experiencing 1-4% packet loss for ~6 months on a wired connection. Causes video stuttering in online games (overwatch)/ streaming services (netflix)
MTR report here:
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 1206 | 1206 | 0 | 0 | 1 | 0 |
| 142.254.184.89 - 0 | 1206 | 1206 | 2 | 9 | 51 | 8 |
| agg62.sndaca7802h.socal.rr.com - 0 | 1206 | 1206 | 10 | 46 | 418 | 28 |
| agg23.sndhcaax02r.socal.rr.com - 0 | 1206 | 1206 | 6 | 13 | 56 | 15 |
| agg22.tustcaft01r.socal.rr.com - 0 | 1206 | 1206 | 9 | 18 | 63 | 23 |
|bu-ether26.tustca4200w-bcr00.tbone.rr.com - 0 | 1205 | 1205 | 10 | 17 | 62 | 19 |
| 0.ae3.pr1.lax10.tbone.rr.com - 1 | 1186 | 1181 | 12 | 15 | 72 | 15 |
| 66.109.9.161 - 0 | 1206 | 1206 | 10 | 15 | 58 | 15 |
| ae1-br01-eqla1.blizzardonline.net - 0 | 1206 | 1206 | 10 | 15 | 60 | 17 |
| be1-pe02-eqla1.blizzardonline.net - 0 | 1206 | 1206 | 10 | 15 | 59 | 15 |
| No response from host - 100 | 242 | 0 | 0 | 0 | 0 | 0 |
| 24.105.30.151 - 1 | 1169 | 1164 | 13 | 37 | 4960 | 15 |
| 24.105.9.4 - 0 | 1206 | 1206 | 9 | 16 | 58 | 15 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

Problem has happened when only one person is using the internet as well as multiple users.  No more than 3 users, all wired (2 computers, one smart TV). Occasionally have tablets and phones connected but the problem persists even when only 1 device is connected. Problem persists when connected directly to modem. Have several MTR reports with similar data, at varying times of day, with 1-3 devices connected.


9.

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2565531000000 Hz5.1 dBmV44.1 dB00
2LockedQAM2561507000000 Hz5.1 dBmV41.4 dB00
3LockedQAM2562513000000 Hz5.1 dBmV44.2 dB00
4LockedQAM2567543000000 Hz5.3 dBmV44.4 dB00
5LockedQAM2569555000000 Hz4.8 dBmV43.8 dB00
6LockedQAM25610561000000 Hz5.0 dBmV44.1 dB00
7LockedQAM25611567000000 Hz4.9 dBmV44.0 dB00
8LockedQAM25612573000000 Hz4.8 dBmV43.8 dB00
9LockedQAM25613579000000 Hz4.8 dBmV43.9 dB00
10LockedQAM25614585000000 Hz4.9 dBmV43.8 dB00
11LockedQAM25617603000000 Hz4.8 dBmV43.8 dB00
12LockedQAM25618609000000 Hz4.8 dBmV43.7 dB00
13LockedQAM25619615000000 Hz4.9 dBmV43.7 dB00
14LockedQAM25620621000000 Hz5.0 dBmV43.8 dB00
15LockedQAM25622633000000 Hz5.3 dBmV44.0 dB00
16LockedQAM25624645000000 Hz5.5 dBmV44.0 dB00

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA665120 Ksym/sec23300000 Hz44.5 dBmV
2LockedTDMA652560 Ksym/sec18500000 Hz44.0 dBmV
3LockedATDMA675120 Ksym/sec30600000 Hz45.3 dBmV
4LockedATDMA685120 Ksym/sec37000000 Hz45.8 dBmV

Time Priority Description

Sun Dec 03 15:11:49 2017Notice (6)TLV-11 - unrecognized OID;CM-MAC=74:ea:e8:f0:e2:9c;CMTS-MAC=00:01:5c:64:b8:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Dec 03 15:11:48 2017Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=74:ea:e8:f0:e2:9c;CMTS-MAC=00:01:5c:64:b8:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Dec 03 15:11:48 2017Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=74:ea:e8:f0:e2:9c;CMTS-MAC=00:01:5c:64:b8:5a;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out

 

10. Modem is connected directly to coaxial cable outlet in living room with no splitter. Past that, I am unsure of the wiring outside as we live in an apartment complex. A technician has already visited our apartment once and claimed that the connection (and our setup) is fine.
We recently replaced both the modem and router in the last 3 months to see if that would help, but the problem persists.

11. Cable connecting modem to router: Cat5e
cable connecting router to device : Cat5e

12. Problem started earlier this year sometime in May/June/July.
July: purchased new router
August: purchased new motherboard/CPU (MSI gaming 7 x99a, intel 6800k), although problem persists on 3 seperate devices.
October : AT&T installed fiber connections in all apartments in complex
November: purchased new modem
There are usually various construction projects going on in the area and I can't recall what was going on back in May/June/July.

 

13. PATHPING:C:\Windows\system32>pathping 0.ae3.pr1.lax10.tbone.rr.com

Tracing route to 0.ae3.pr1.lax10.tbone.rr.com [107.14.19.56]
over a maximum of 30 hops:
0 Jellyfish-PC [192.168.1.3]
1 192.168.1.1
2 142.254.184.89
3 agg62.sndaca7802h.socal.rr.com [76.167.17.205]
4 agg23.sndhcaax02r.socal.rr.com [72.129.1.152]
5 agg22.tustcaft01r.socal.rr.com [72.129.1.2]
6 bu-ether16.tustca4200w-bcr00.tbone.rr.com [66.109.6.64]
7 0.ae3.pr1.lax10.tbone.rr.com [107.14.19.56]

Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Jellyfish-PC [192.168.1.3]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
0/ 100 = 0% |
2 9ms 0/ 100 = 0% 0/ 100 = 0% 142.254.184.89
0/ 100 = 0% |
3 16ms 0/ 100 = 0% 0/ 100 = 0% agg62.sndaca7802h.socal.rr.com [76
.167.17.205]
0/ 100 = 0% |
4 13ms 0/ 100 = 0% 0/ 100 = 0% agg23.sndhcaax02r.socal.rr.com [72
.129.1.152]
0/ 100 = 0% |
5 19ms 0/ 100 = 0% 0/ 100 = 0% agg22.tustcaft01r.socal.rr.com [72
.129.1.2]
0/ 100 = 0% |
6 19ms 0/ 100 = 0% 0/ 100 = 0% bu-ether16.tustca4200w-bcr00.tbone
.rr.com [66.109.6.64]
0/ 100 = 0% |
7 18ms 0/ 100 = 0% 0/ 100 = 0% 0.ae3.pr1.lax10.tbone.rr.com [107.
14.19.56]

Trace complete.

C:\Windows\system32>


14. Occasionally slow connection when browsing (infrequent). The problem is most evident when streaming Netflix or playing Overwatch. While the connection doesn't drop, while streaming netflix, the audio will remain unaffected, but the video will stutter or outright freeze. For Overwatch, 1-3 seconds of audio and video stuttering, which makes the game unplayable. Most notable in crucial game moments or on hitscan heroes. Both netflix and Overwatch tested on mutiple devices with the same connection problems.

15. No background applications open. We have turned off all auto-sync, disconnected phones/etc from wireless and the problem persists.

I've contacted Blizzard customer support who claims the issue is with the ISP.

 

 Any help is appreciated. Thanks!

8 REPLIES
Expert

Re: Experiencing intermittent packet loss for ~6-8 months

Looks like the modems corrected coiunters were reset, hard to tell but it looks like broadcast TV ingress.

repost the signal page with a couple hours of up time.

Also try to reset the modem to default and post the signal level page, I suspect there's ingress on those skipped channels.

 

 

Rookie

Re: Experiencing intermittent packet loss for ~6-8 months

Thank you for the quick reply. I factory reset the modem this morning, and let it run ~12 hours. Here is the signal page:

 

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2561507000000 Hz4.6 dBmV41.8 dB00
2LockedQAM2562513000000 Hz4.6 dBmV44.3 dB00
3LockedQAM2563519000000 Hz4.8 dBmV44.5 dB00
4LockedQAM2564525000000 Hz4.8 dBmV44.4 dB00
5LockedQAM2565531000000 Hz4.6 dBmV44.2 dB00
6LockedQAM2566537000000 Hz4.8 dBmV44.4 dB00
7LockedQAM2567543000000 Hz4.7 dBmV44.4 dB00
8LockedQAM2568549000000 Hz4.4 dBmV44.2 dB00
9LockedQAM2569555000000 Hz4.2 dBmV43.9 dB00
10LockedQAM25610561000000 Hz4.5 dBmV44.2 dB00
11LockedQAM25611567000000 Hz4.5 dBmV44.2 dB00
12LockedQAM25612573000000 Hz4.4 dBmV44.0 dB00
13LockedQAM25613579000000 Hz4.4 dBmV44.0 dB00
14LockedQAM25614585000000 Hz4.4 dBmV43.8 dB00
15LockedQAM25619615000000 Hz4.3 dBmV43.7 dB00
16LockedQAM25623639000000 Hz4.8 dBmV43.8 dB00

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA685120 Ksym/sec37000000 Hz46.0 dBmV
2LockedTDMA652560 Ksym/sec18500000 Hz44.3 dBmV
3LockedATDMA665120 Ksym/sec23300000 Hz44.8 dBmV
4LockedATDMA675120 Ksym/sec30600000 Hz45.8 dBmV



I noticed a very small amount of latency this morning; there wasn't nearly as much as the day before. If I happen to catch the stuttering again, I'll post the signal page when its happening. 

 

Established Sharer

Re: Experiencing intermittent packet loss for ~6-8 months

Your levels look good in both directions and no errors were detected.  That's what everyone's service should look like.   TWC and Spectrum don't have any service action level specs for ping times across their network, just that your internet speeds in both directions will be at least 80% of the plan to which you subscribe.

As for your 'ping' problems, first determine why there is 1280 msec delay showing up between your router and modem.  The normal value is 1 to 10 msec when the router is working properly.  I suggest you verify the router is getting its settings from the network, including the IP addresses for Spectrum's network DNS which are 209.18.47.61 and 62. 

Do you have any wireless printers, secondary routers, or added WiFi access points on your local network? Those all will require special manual configuration. 

Are you running any Apple devices - routers, phones, or computing devices?  They don't like IP addresses with the last segment numbered from 2 to 15.,  The cure is to change your router's DHCP addressing system to start above 15.  We usually suggest starting DHCP at 192.168.1.100 to avoid those known conflicts.

AND, the next time this happens, don't wait six months before calling Spectrum to report the trouble!  You must tell them before they will consider issuing a credit on your monthly bill for the down time.

Rookie

Re: Experiencing intermittent packet loss for ~6-8 months

Thanks for taking a look at things. We have one wireless printer (currently disconnected) that I'll look into getting configured properly, and one apple device. I went ahead and changed the DHCP to start at .100 like you suggested and will update to see if the latency is fixed. 

 

It was hard (for us) to troubleshoot when the problem was so intermittent. We've been in contact with Spectrum for several months but never got further than one technician visit and countless modem refreshes.  We weren't really expecting any kind of discount as the service was still usable, but its nice to know thats an option in case the connection does go out. 

 

Thanks again! We really appreciate it Smiley Happy

Expert

Re: Experiencing intermittent packet loss for ~6-8 months

Configure the printer for a static ip of  192.168.1.99 so that it no longer does a dhcp lease renew...

 However, it's not going to fix a packet loss issue, just help prevent total reboots and device lockups.

 

Rookie

Re: Experiencing intermittent packet loss for ~6-8 months

Unfortunately,  it seems as though I'm still experiencing the packet loss problem.

 

Is it possible that the smart tv (LG 55UH6030) has a similar configuration issue as apple devices? The problem seems to occur when someone is using the TV to watch Netflix. It doesn't happen when someone is watching cable TV. 

 

We only have one modem and router, and the TV is connected to the router via a 30ft CAT 5E.

 

Thanks again! 

Rookie

Re: Experiencing intermittent packet loss for ~6-8 months

After some more testing, we were able to reproduce the packet loss in-game by running Netflix at the same time (on three separate devices). 

 

I've set up the QoS to prioritize by device but that doesn't seem to help. The problem seems to be unique to Netflix, and we've limited the stream rate to .7GB/hr with no improvement.  At any rate, it doesn't feel right that one person can suck up the majority of a 60/5 connection by watching Netflix on standard definition settings. 

Expert

Re: Experiencing intermittent packet loss for ~6-8 months

The last 2 channels that have skips between them can be due to ingress and possibly the issue. Do a factory reset on the modem to see if all 16 will be in a row without any skips. Don't worry about the first channel being out of order, it'ss to stagger everyones home channels

Print out the new signal page then look at it agauin after a couple hours and see if channels are now skipped and deleted.