Newcomer

Packet loss on all Spectrum Services at Night for past several Months

Nearly every evening beginning around 10pm-12 midnight CST I begin noticing degredation with my Spectrum Services. Sometimes I notice the issue first with On-Demand TV selection having difficulty reaching or even playing a selected Movie or TV selection. If not attempting to watch a TV service I may be using the Internet via browsing and notice terribly slow response to internet site requests or get a complete timeout. There have been evenings when service degredation is so poor that  service is completely useless. Yes, i have ran all the typical troubleshooting scenarios with hope to rectify the problems but the issue is very systematic with packet loss during the evening and night and by the next day and during the day all services are back to normal and with 0% packet loss. Could this issue be related to the SPECTRUM service line in the area with clients saturation of a shared line in the area? Would love to hear from SPECTRUM on this issue and if anyone on this Community Forum knows or has such experience. 

Below is one of several captured samples using an ICMP Ping request verifying the poor service response with Time/Date Stamps then clears by the next day within a 10-12hr period.

C:\>date

The current date is:                                                                                  Sat 04/14/2018

The current time is:                                                                                  2:41:47.69

 

C:\>ping www.yahoo.com -n 20

Pinging atsv2-fp.wg1.b.yahoo.com [72.30.35.10] with 32 bytes of data:

Request timed out.

Reply from 72.30.35.10: bytes=32 time=68ms TTL=48

Request timed out.

Reply from 72.30.35.10: bytes=32 time=63ms TTL=48

Request timed out.

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Request timed out.

Reply from 72.30.35.10: bytes=32 time=71ms TTL=48

Request timed out.

Request timed out.

Request timed out.

Request timed out.

Reply from 72.30.35.10: bytes=32 time=58ms TTL=48

Reply from 72.30.35.10: bytes=32 time=58ms TTL=48

Request timed out.

Request timed out.

Request timed out.

Request timed out.

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

 Ping statistics for 72.30.35.10:

 Packets: Sent = 20, Received = 8, Lost = 12 (60% loss),

Approximate round trip times in milli-seconds:

    Minimum = 58ms, Maximum = 71ms, Average = 62ms

 

Another ICMP Ping Test & Session Capture a few minutes later

The current time is:                                                                                   2:43:39.36

C:\>ping www.spectrum.com -n 20

Pinging e4650.dsca.akamaiedge.net [23.64.155.121] with 32 bytes of data:

Request timed out.

Request timed out.

Request timed out.

Request timed out.

Reply from 23.64.155.121: bytes=32 time=14ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=125ms TTL=56

Reply from 23.64.155.121: bytes=32 time=13ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=14ms TTL=56

Reply from 23.64.155.121: bytes=32 time=13ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=22ms TTL=56

Reply from 23.64.155.121: bytes=32 time=13ms TTL=56

Reply from 23.64.155.121: bytes=32 time=15ms TTL=56

Request timed out.

Request timed out.

Reply from 23.64.155.121: bytes=32 time=14ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=131ms TTL=56

Ping statistics for 23.64.155.121:

    Packets: Sent = 20, Received = 10, Lost = 10 (50% loss),

Approximate round trip times in milli-seconds:

    Minimum = 13ms, Maximum = 131ms, Average = 37ms

 

By the Next Day or 10hrs Later - Communication Stats have returned to Normal

 

The current date is:                                                                                  Sat 04/14/2018

The current time is:                                                                                  12:49:46.01

 

C:\>ping www.yahoo.com -n 20

Pinging atsv2-fp.wg1.b.yahoo.com [72.30.35.10] with 32 bytes of data:

Reply from 72.30.35.10: bytes=32 time=2388ms TTL=48

Reply from 72.30.35.10: bytes=32 time=58ms TTL=48

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=63ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=62ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Reply from 72.30.35.10: bytes=32 time=57ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=67ms TTL=48

Ping statistics for 72.30.35.10:

    Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 57ms, Maximum = 2388ms, Average = 176ms

 

5 REPLIES
Highlighted
Trusted Helper

Re: Packet loss on all Spectrum Services at Night for past several Months


@SemperFiwrote:

Nearly every evening beginning around 10pm-12 midnight CST I begin noticing degredation with my Spectrum Services. Sometimes I notice the issue first with On-Demand TV selection having difficulty reaching or even playing a selected Movie or TV selection. If not attempting to watch a TV service I may be using the Internet via browsing and notice terribly slow response to internet site requests or get a complete timeout. There have been evenings when service degredation is so poor that  service is completely useless. Yes, i have ran all the typical troubleshooting scenarios with hope to rectify the problems but the issue is very systematic with packet loss during the evening and night and by the next day and during the day all services are back to normal and with 0% packet loss. Could this issue be related to the SPECTRUM service line in the area with clients saturation of a shared line in the area? Would love to hear from SPECTRUM on this issue and if anyone on this Community Forum knows or has such experience. 

Below is one of several captured samples using an ICMP Ping request verifying the poor service response with Time/Date Stamps then clears by the next day within a 10-12hr period.

C:\>date

The current date is:                                                                                  Sat 04/14/2018

The current time is:                                                                                  2:41:47.69

 

C:\>ping www.yahoo.com -n 20

Pinging atsv2-fp.wg1.b.yahoo.com [72.30.35.10] with 32 bytes of data:

Request timed out.

Reply from 72.30.35.10: bytes=32 time=68ms TTL=48

Request timed out.

Reply from 72.30.35.10: bytes=32 time=63ms TTL=48

Request timed out.

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Request timed out.

Reply from 72.30.35.10: bytes=32 time=71ms TTL=48

Request timed out.

Request timed out.

Request timed out.

Request timed out.

Reply from 72.30.35.10: bytes=32 time=58ms TTL=48

Reply from 72.30.35.10: bytes=32 time=58ms TTL=48

Request timed out.

Request timed out.

Request timed out.

Request timed out.

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

 Ping statistics for 72.30.35.10:

 Packets: Sent = 20, Received = 8, Lost = 12 (60% loss),

Approximate round trip times in milli-seconds:

    Minimum = 58ms, Maximum = 71ms, Average = 62ms

 

Another ICMP Ping Test & Session Capture a few minutes later

The current time is:                                                                                   2:43:39.36

C:\>ping www.spectrum.com -n 20

Pinging e4650.dsca.akamaiedge.net [23.64.155.121] with 32 bytes of data:

Request timed out.

Request timed out.

Request timed out.

Request timed out.

Reply from 23.64.155.121: bytes=32 time=14ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=125ms TTL=56

Reply from 23.64.155.121: bytes=32 time=13ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=14ms TTL=56

Reply from 23.64.155.121: bytes=32 time=13ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=22ms TTL=56

Reply from 23.64.155.121: bytes=32 time=13ms TTL=56

Reply from 23.64.155.121: bytes=32 time=15ms TTL=56

Request timed out.

Request timed out.

Reply from 23.64.155.121: bytes=32 time=14ms TTL=56

Request timed out.

Reply from 23.64.155.121: bytes=32 time=131ms TTL=56

Ping statistics for 23.64.155.121:

    Packets: Sent = 20, Received = 10, Lost = 10 (50% loss),

Approximate round trip times in milli-seconds:

    Minimum = 13ms, Maximum = 131ms, Average = 37ms

 

By the Next Day or 10hrs Later - Communication Stats have returned to Normal

 

The current date is:                                                                                  Sat 04/14/2018

The current time is:                                                                                  12:49:46.01

 

C:\>ping www.yahoo.com -n 20

Pinging atsv2-fp.wg1.b.yahoo.com [72.30.35.10] with 32 bytes of data:

Reply from 72.30.35.10: bytes=32 time=2388ms TTL=48

Reply from 72.30.35.10: bytes=32 time=58ms TTL=48

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=63ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=62ms TTL=48

Reply from 72.30.35.10: bytes=32 time=60ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=61ms TTL=48

Reply from 72.30.35.10: bytes=32 time=57ms TTL=48

Reply from 72.30.35.10: bytes=32 time=59ms TTL=48

Reply from 72.30.35.10: bytes=32 time=67ms TTL=48

Ping statistics for 72.30.35.10:

    Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 57ms, Maximum = 2388ms, Average = 176ms

 


Hi Semper,

 

All of the issues that you are describing relate to signal issues or drop line issues.  You will need to call Spectrum and request a signal and drop line test.  When you set up this appointment, avoid rebooting any equipment for at least six hours.  Reboots reset the error codes to zero.  The tech needs to see those error codes when he takes a signal reading.

 

Tune to an On Demand channel when the tech is there (a free on demand channel.)  These stations are often the most problematic when there is signal loss.  A new or exchanged box will never solve bad signal issues.  In my case, Spectrum had to do a complete inside re-wiring of our home because all of our services were going out.  The wiring that they replaced was over 30 years old!  Spectrum needs to check your outside line, signal trap, and maybe inside wiring as well.  Also when you set up this service call for the signal and drop line test, let Spectrum know that all of your services are problematic.

 

Satch

Rookie

Re: Packet loss on all Spectrum Services at Night for past several Months

Satch, this is incorrect. I have also been not only experiencing this as well but have been asking and calling. there is some sort of vague "upgrade" no employees are being notified at start of shift though and the last major upgrade they had was in november. I know i cant even get faster speeds than 100mbps which is ridiculous considering Im on high street...... constant interuptions and decline of service with many calls to complain im still paying the same monthly and havent even been offered a reduced rate for my inconvenience.


Lead Moderator

Re: Packet loss on all Spectrum Services at Night for past several Months

@ngialluca

 

If you are having service issues you would like to go over with your peers here in the forums we would encourage you to make your own thread. 

 

Information you can include in your post to help can be found here:  DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY

 

If you are interested in direct support you may want to reach out to us 

through our Social Media Customer Care Team. 

 

They can be reached through 

Twitter: @Ask_Spectrum
Facebook: https://www.facebook.com/Spectrum

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

Rookie

Re: Packet loss on all Spectrum Services at Night for past several Months

Thanks Julia! Super helpful of you! So for the record, im not allowed to reply or post in any thread but one that I create? Kinda confused here......... maybe im not getting all the packets.....

Established Sharer

Re: Packet loss on all Spectrum Services at Night for past several Months


@ngiallucawrote:

Thanks Julia! Super helpful of you! So for the record, im not allowed to reply or post in any thread but one that I create? Kinda confused here......... maybe im not getting all the packets.....


@Julia_Rdidn't say that you couldn't reply or post in this thread; she encouraged you to start a separate thread for your complaint [which is new], rather than hijacking the ongoing dialogue with another subscriber.  It helps the forum's volunteer staff keep technical details straight as they try to assist other customers like Semper in getting specific service issues resolved.  She also offered a couple other routes you can pursue on social media if you aren't happy with peer-to-peer support discussions offered in the forums.