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Re: Another customer with ping/latency spikes

Really appreciate all your insights. Will try resetting to defaults past Friday, hopefully you are right.

And that's the first thing that came toy mind when I saw that node spiking, this'll be a hell of a fight to get it looked at since it's closer to my side and affecting a lot less people than the Dallas node for example.. a lot less noticeable (or worth for them investing on getting it fixed). I bet most people going through that node don't even notice. Heck, I haven't noticed until I tried playing a couple matches since bandwidth wise everything works ok. Its just latency sensitive things that get affected.

And glad to know about the logs, didn't even knew they actually looked at those. Never seen a tech do it.

I tried support again and they insisted on resseting modem and sending a tech again. I declined since one was here yesterday and confirmed levels where Ok. Or should I keep letting technicians come to waste their time and hope someone notices the amount of tech visits to the same place?


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Re: Another customer with ping/latency spikes


Encouraging to see the level3 hops weren't there in that tracert... TATA showed up that time (as6453 hop).  While still not "ideal", jitter pushing up to 60ms is a helluva lot better than 50% packet loss.

 

 

There you go.. trying 208.67.220.220 (OpenDNS)... Level3 with 60% packet loss in Dallas, hop 7.

 

https://www.screencast.com/t/kiXP8ZYeH

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Re: Another customer with ping/latency spikes

PS: Just noticed that there's at least 2 nodes with the same issue... hmm.. could it really be 2 nodes with the same issue or something else is going on?

tge0-0-4.kllntxcr02h.texas.rr.com and tge0-0-4.kllntxcr01h.texas.rr.com


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Re: Another customer with ping/latency spikes


@JAAS666 wrote:
PS: Just noticed that there's at least 2 nodes with the same issue... hmm.. could it really be 2 nodes with the same issue or something else is going on?

tge0-0-4.kllntxcr02h.texas.rr.com and tge0-0-4.kllntxcr01h.texas.rr.com



Could be a systemic issue at just that plant, seeing as it looks like the same physical locality.  Reminds me of our push to DOCSIS 2.0 compliance here.  We had pretty much all migrated to 4 channel modems and the typical bandwidth plans were 20/30mbps that were more or less stable.  Then came the push for 100mbps plans...with the recommended 8 channel modems.  The problem though was our plant's Clinton era CMTS hardware wasn't even 2.0 compliant, and only supported up to 6 channels.  We only found this out because someone sniffed out and decoded the MAC and found the name of the manufacturer that had folded years prior and had been bought up by the Arris/Motorola group--that company never made anything larger than the 6 channel 1.x compliant models.

 

Oopsies!  Once again, they were overselling bandwidth in our area.

 

We had to take them to task on it, calling them out publicly on forums and social media.  Several threatened to report them to the local boards (contact info was on the back of our bills back then).  IDK if anyone carried through on that threat, but it took almost 9 months to get that snafu straightened out.  Classic tale of the more informed customer standing up to the      being fed to them, I guess.  The hard part is finding actionable info that you can use to hold their feet to the fire.  We got lucky and had someone with a big nose in our community.

 

IDK how responsive your locals are, but you MIGHT get lucky if you can get in touch with someone at your local offices with the ability to eecalate the issue from theor end.  Demonstrate and encourage friends/family/coworkers/etc. to check their lines and report their findings.   If you guys can save off some of this stuff to PDF's or better yet, print them out so you can turn them in physically to techs or engineers , you might be able to get a sort of grass roots effort going locally.  There should be some manner of regulatory board you could give notice to as well If you don't seem to make headway after sufficiently notifying them... look through your bill for contact info.  Worst case, you may be able to file to the FCC or FTC (gotten a bit fuzzy on who to contact at that level with all the Net Neutrality changes).

 

Don't misunderstand me... not trying to be some revolutionary inciting some sort of upheaval or anything.  It is just that it is rare to find someone passionate enough about the issue to put in the time and effort like this.  If we can get more people involved, we improve the odds of addressing a lot of issues that have slipped under the radar for DECADES because of an uninformed public.  A lot of this stuff basically happens because no one is their to hold them accountable (or they just simply are unaware of how         up it has become).

 

IDK about the Charter systems, but Spectrum inherited a MESS with the TWC acquisitions... gonna be a LOT of things that need fixig for years to come.  Good communication will be a key factor in moving things forward (somethimg THEY really need to work on).  The more we can keep the conversation going with good data like this, the more we may advance recovery.

 

Can't say this enough, but thank you for putting in the effort thus far.  Don't get discouraged.  Some of the needed changes take time to get researched, planned, approved, and eventually implemented.  Bureaucracy at it's finest with the company, local, state, and even potential federal regulatory powers involved.  Keep at it and changes WILL come.

Lead Moderator

Re: Another customer with ping/latency spikes

Morning @JAAS666

 

Will you please message us with your tests and account information to Forums_Help we can get this escalated for further investigation. If you will please include traceroutes to 3 different websites, along with about a 4 minute continuous ping to the same 3 sites, (via CMD)  it would be appreciated. 

 

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

 

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Re: Another customer with ping/latency spikes


@Julia_R wrote:

Morning @JAAS666

 

Will you please message us with your tests and account information to Forums_Help we can get this escalated for further investigation. If you will please include traceroutes to 3 different websites, along with about a 4 minute continuous ping to the same 3 sites, (via CMD)  it would be appreciated. 

 

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

 


Julia, will work on it troughout the day. Thanks

Lead Moderator

Re: Another customer with ping/latency spikes

@JAAS666

 

Excellent! Thank you!

 

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

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Re: Another customer with ping/latency spikes


@Julia_R wrote:

Morning @JAAS666

 

Will you please message us with your tests and account information to Forums_Help we can get this escalated for further investigation. If you will please include traceroutes to 3 different websites, along with about a 4 minute continuous ping to the same 3 sites, (via CMD)  it would be appreciated. 

 

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

 


Julia I sent you the requested info. I'm also pasting it here for the benefit of anyone else reading this thread.


Google DNS:

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

  1     1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2    13 ms     9 ms    15 ms  cpe-72-178-64-1.hot.res.rr.com [72.178.64.1]
  3   435 ms    31 ms    25 ms  tge0-0-4.kllntxcr01h.texas.rr.com [66.68.7.105]
  4    16 ms     5 ms    11 ms  agg24.wacotxjb01r.texas.rr.com [24.175.62.108]
  5    22 ms    22 ms    14 ms  agg24.dllatxl301r.texas.rr.com [24.175.62.234]
  6    20 ms    22 ms    22 ms  bu-ether14.dllstx976iw-bcr00.tbone.rr.com [66.109.6.88]
  7    19 ms    20 ms    23 ms  0.ae4.pr1.dfw10.tbone.rr.com [107.14.19.97]
  8    19 ms    17 ms    17 ms  ix-ae-23-0.tcore2.dt8-dallas.as6453.net [66.110.57.97]
  9    20 ms    17 ms    17 ms  74.125.48.232
 10    22 ms    17 ms    17 ms  108.170.252.161
 11    13 ms    15 ms    15 ms  108.170.230.139
 12    22 ms    21 ms    14 ms  google-public-dns-a.google.com [8.8.8.8]

Trace complete.

OpenDNS:

Tracing route to resolver2.opendns.com [208.67.220.220]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2    13 ms    13 ms    17 ms  cpe-72-178-64-1.hot.res.rr.com [72.178.64.1]
  3   342 ms    31 ms    28 ms  tge0-0-4.kllntxcr02h.texas.rr.com [66.68.7.161]
  4    17 ms    18 ms    17 ms  agg24.wacotxjb02r.texas.rr.com [24.175.62.112]
  5    28 ms    22 ms    23 ms  agg24.hstqtxl301r.texas.rr.com [24.175.62.236]
  6    28 ms    30 ms    22 ms  bu-ether16.hstqtx0209w-bcr00.tbone.rr.com [66.109.6.108]
  7     *       22 ms    37 ms  xe-8-3-0.bar2.Houston1.Level3.net [4.59.126.33]
  8    23 ms    23 ms    27 ms  ae-3-5.edge5.Dallas3.Level3.net [4.69.208.229]
  9    21 ms    25 ms    23 ms  4.59.36.118
 10    24 ms    27 ms    21 ms  resolver2.opendns.com [208.67.220.220]

Trace complete.

TestMy.net

Tracing route to testmy.net [64.111.22.10]
over a maximum of 30 hops:

  1     1 ms    <1 ms     1 ms  router.asus.com [192.168.1.1]
  2    14 ms    17 ms     7 ms  cpe-72-178-64-1.hot.res.rr.com [72.178.64.1]
  3   242 ms    32 ms    30 ms  tge0-0-4.kllntxcr02h.texas.rr.com [66.68.7.161]
  4    16 ms    16 ms    16 ms  agg24.wacotxjb02r.texas.rr.com [24.175.62.112]
  5    28 ms    30 ms    30 ms  agg24.hstqtxl301r.texas.rr.com [24.175.62.236]
  6    23 ms    23 ms    22 ms  ae-1-0.p0.atl90.tbone.rr.com [66.109.1.218]
  7     *       22 ms    38 ms  xe-8-3-0.bar2.Houston1.Level3.net [4.59.126.33]
  8     *        *       37 ms  ae-1-3501.ear3.Denver1.Level3.net [4.69.206.193]
  9    39 ms    42 ms    42 ms  OPTIMUM-NET.ear3.Denver1.Level3.net [4.14.114.198]
 10    39 ms    41 ms    40 ms  po1-core01.dist07.cos01.vis.data102.com [64.111.16.195]
 11    35 ms    34 ms    39 ms  testmy.net [64.111.22.10]

Trace complete.

Fast.com

Tracing route to fast.com [23.48.108.199]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2    10 ms    11 ms    18 ms  cpe-72-178-64-1.hot.res.rr.com [72.178.64.1]
  3   430 ms    35 ms    28 ms  tge0-0-4.kllntxcr01h.texas.rr.com [66.68.7.105]
  4    14 ms    18 ms    15 ms  agg24.wacotxjb01r.texas.rr.com [24.175.62.108]
  5    18 ms    22 ms    23 ms  agg24.dllatxl301r.texas.rr.com [24.175.62.234]
  6    30 ms    13 ms    27 ms  bu-ether14.dllstx976iw-bcr00.tbone.rr.com [66.109.6.88]
  7    16 ms    18 ms    14 ms  0.ae1.pr1.dfw10.tbone.rr.com [107.14.17.234]
  8    17 ms    18 ms    21 ms  a23-48-108-199.deploy.static.akamaitechnologies.com [23.48.108.199]

Trace complete.

 

 Traceroute to Google DNS (using MultiPing):

2018-07-11_0923.png

Traceroute to GoogleDNS (using PingPlotter)
2018-07-09_2238_001.png

Traceroute to OpenDNS (using PingPlotter):

2018-07-09_2207.png

 

Ping to both nodes over a 10 minutes period.

2018-07-11_0928.pngPing to both problematic nodes. Graph shows 10 minutes of 1 second interval pings. Notice how often both nodes spike.

 

10 more minutes, including pings to 8.8.8.8 for comparison

2018-07-11_1204.png

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Re: Another customer with ping/latency spikes

Here's a trace to one of Electronic Arts game servers that I'm having trouble with. Just as RAIST5150 mentioned. Seems like a lot of nastyness going on with Level3. Look at that packet loss percent!!!! 

 

2018-07-11_2353.png

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Re: Another customer with ping/latency spikes

So far, no contact. Just as expected