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Ping spikes and internet outages

I've been trying to get support to forward the info to the NOC but they don't seem to care.

I have the same problem you are describing and I believe it's being caused by a hop on my route.. this router keeps spiking and no one seems to care.

Seems like the only thing they'll investigate are total outages.

Levels are ok, even speedtest are acceptable.. the problem is taht long will spike constantly and that kills internet gaming.

21 REPLIES
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Re: CONSTANT Ping spikes and internet outages

I have the same problem. Its not the signal as far as aI can tell. Just had a tech today and confirmed signal was perfect.

A trace route confirms that there's a router on my route constantly going over 500ms .

Speedtest show up ok, but internet gaming is greatly affected.
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Re: CONSTANT Ping spikes and internet outages

@JAS666

Getting escalation via the phone is tricky... the help desk is restricted in what they can do.

As noted in another recent post you made, you would be better pasting the data directly in your post so the community managers can directly forward any potentially actionable info to higher tiers of support.
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Re: CONSTANT Ping spikes and internet outages

I'm so sure it's spectrum routes that if I set my router to send all my PS4 traffic via VPN (skipping the problematic hop on spectrums route) the jitter goes away but the VPN connection is way slower than what I'm supposed to be getting from spectrum.
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Re: CONSTANT Ping spikes and internet outages


@JAAS666 wrote:
I'm so sure it's spectrum routes that if I set my router to send all my PS4 traffic via VPN (skipping the problematic hop on spectrums route) the jitter goes away but the VPN connection is way slower than what I'm supposed to be getting from spectrum.

Yeah... been there before.  BUT... that is a GREAT way to demonstrate the issue.  It in fact was a key part of our campaign to clean up routing specifically to Ormuco's ASN in Montreal when FFXIV first went live on servers up there (they later moved things to Germany fornthe EU and the west coast for NA).  VPN's afforded a means to demonstrate the disparity in different routing corridors being offered by various peering partners.

 

It took some time and a LOT of effort through Tier3... but we eventually cleaned up a LOT of routing along at least the eastern seaboard.  To this day, I can still get better than 60ms latency from here in SC all the way to some ASN's in Montreal...better than some routes into cities less than half that distance to the west of me. When we first started, latency was NEVER below 120ms, and more often exceeded 200ms with peaks approaching 1 full second and timing out intermittently.

 

The trick is in getting good data demonstrating the symptoms into the proper channels so it can <hopefully> get escalated to a team that may actually be able to do something about it.

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Another customer with ping/latency spikes

  1. Killeen TX, 76542. Single family
  2. Internet only. Subbed to 400mbps.
  3. Netgear CM600
  4. Asus RT-AC3200
  5. V1.01.14 
  6. 400Mbps. 198.3, 23.3, 18ms
  7. At times speedtests show OK and other times (most of them) I won't even get past 200Mbps. Even connecting the computer directly to the modem. When I do see correct speeds on the speed test there's always lag spikes, I've noticed one specific router for my route that has higher latency than all the rest and would periodically spike. I've seen over 700ms spikes from it.
  8. Downstream
    1LockedQAM25617561000000 Hz-4.5 dBmV39.8 dB257
    2LockedQAM2562471000000 Hz-2.9 dBmV40.8 dB00
    3LockedQAM2563477000000 Hz-2.9 dBmV40.8 dB00
    4LockedQAM2564483000000 Hz-3.1 dBmV40.7 dB00
    5LockedQAM2565489000000 Hz-3.2 dBmV40.6 dB00
    6LockedQAM2566495000000 Hz-3.4 dBmV40.3 dB00
    7LockedQAM2567501000000 Hz-3.4 dBmV40.2 dB00
    8LockedQAM2568507000000 Hz-3.5 dBmV36.7 dB00
    9LockedQAM2569513000000 Hz-3.7 dBmV40.2 dB00
    10LockedQAM25610519000000 Hz-3.8 dBmV40.2 dB00
    11LockedQAM25611525000000 Hz-3.8 dBmV40.2 dB00
    12LockedQAM25612531000000 Hz-4.1 dBmV40.1 dB00
    13LockedQAM25613537000000 Hz-4.3 dBmV40.0 dB00
    14LockedQAM25614543000000 Hz-4.5 dBmV39.8 dB210
    15LockedQAM25615549000000 Hz-4.4 dBmV39.9 dB150
    16LockedQAM25616555000000 Hz-4.3 dBmV39.9 dB90
    17LockedQAM2561465000000 Hz-3.0 dBmV41.9 dB00
    18LockedQAM25618567000000 Hz-4.9 dBmV39.9 dB00
    19LockedQAM25619573000000 Hz-4.8 dBmV40.3 dB00
    20LockedQAM25620579000000 Hz-5.1 dBmV39.9 dB00
    21LockedQAM25621585000000 Hz-5.1 dBmV39.9 dB00
    22LockedQAM25622591000000 Hz-4.9 dBmV40.3 dB00
    23LockedQAM25623597000000 Hz-4.8 dBmV40.3 dB00
    24LockedQAM25624603000000 Hz-4.4 dBmV40.4 dB00
    Upstream Bonded Channels
    ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
    1LockedATDMA25120 Ksym/sec23900000 Hz42.0 dBmV
    2LockedTDMA12560 Ksym/sec19000000 Hz40.8 dBmV
    3LockedATDMA35120 Ksym/sec30400000 Hz42.5 dBmV
    4LockedATDMA45120 Ksym/sec36900000 Hz43.0 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
  9. From the backyard connection to a female/female coupler, to a wall jack, to modem. Technician was here yesterday and tested all the way from the backyard and said there was no issue there.
  10. Cat5e from modem to router. Same cable used for testing directly from the computer by disconnecting the router. Most devices here connect wirelessly so they are taken out of the equation when testing directly from the computer. I've also tried 2 or three more network cables between modem and laptop for testing purposes. Makes no difference.
  11. Upgraded modem. Switched the flawed Arris (PUMA issue) for my own Netgear CM600. Things improved a bit with the new modem. Less buffering while streaming or high network utilization but latency spikes keep happening (obviusly since they are not caused by anything on my end). Had problem with Arris modem and stil have it with Netgear modem.
  12. Using PingPlotter to log latency data. Here's a good example of what constantly happens with this router. It's always the same router, ( tge0-0-4.kllntxcr01h.texas.rr.com / 66.68.7.105). https://imgur.com/43sH3U4   
  13. New modem corrected most streaming issues. Before modem Netflix started low res and gradually changed to HD. Now even 4k/Dolby Vision content shows faster, but gaming is a whole another story. Gaming depends on latency and not so much on bandwidth, which is where my main problem lies. The constant latency spikes kills my gaming. As a test I set the router ot send all traffic from the PS4 via my VPN provider and I was able to play without the latency spikes, but obviously bandwidth is greatly reduced going trough that vpn tunnel, besides I shouldn't have to go trough vpn tunnels, that's why I pay Spectrum, the least I can expect is for them to do proper maintennace on their equipment.
  14. There's a couple IoT devices always connected but I've tested with laptop directly connected to the modem thus eliminating that possibility. Same results wither way.

 

All I wish is for a higher tier or someone from the NOC to take a look at that router. Chat/Phone support is useless as the only thing they'll do is reset the modem and send another technician ad nauseum. If I report the problem 10 times, 10 times theyll handle it the same way. This is really furstrating, I know they won't care a bit but I'm close to cancelling since I feel too much time will be spent trying to get them to even listen.

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Re: Another customer with ping/latency spikes

should also note there is elevated packet loss occurring at level3 exchanges in the Houston/Dallas area again... around 3x as much as the congested Spectrum/RR node close to the CPE showed up in that particular report.

 

We've seen this peering arrangement flounder like this in the past.  Still see it occasionally with Level3 in Atlanta as well for the southeast corridors.  As far as this upstream segment, it may be more of the same things we've seen in the past where traffic may need to get spread out a bit more to the likes of TATA, Cogent, or maybe even XO.net or Zayo?.  Just a few thoughts...

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Re: Another customer with ping/latency spikes

Adding tracert caputre showing 642ms spike on hop 3. All my PingPlotter logs show that specific router spiking like that all the time.

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 20 ms 26 ms 16 ms cpe-72-178-64-1.hot.res.rr.com [72.178.64.1]
3 642 ms 22 ms 33 ms tge0-0-4.kllntxcr01h.texas.rr.com [66.68.7.105]
4 23 ms 24 ms 9 ms agg24.wacotxjb01r.texas.rr.com [24.175.62.108]
5 30 ms 35 ms 36 ms agg24.dllatxl301r.texas.rr.com [24.175.62.234]
6 21 ms 22 ms 40 ms bu-ether14.dllstx976iw-bcr00.tbone.rr.com [66.109.6.88]
7 27 ms 43 ms 24 ms 0.ae4.pr1.dfw10.tbone.rr.com [107.14.19.97]
8 20 ms 60 ms 24 ms ix-ae-23-0.tcore2.dt8-dallas.as6453.net [66.110.57.97]
9 21 ms 27 ms 22 ms 74.125.48.232
10 17 ms 19 ms 40 ms 108.170.240.193
11 25 ms 27 ms 22 ms 108.170.238.187
12 26 ms 28 ms 27 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.
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Re: Another customer with ping/latency spikes

Thanks for taking your time and your input. I used to have problems like this on my previous ISP but at least they where a lot more reachable and genuinely tried to get to the bottom of the problem. Very frustrating trying to deal with an ISP that won't listen.
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Re: Another customer with ping/latency spikes


@JAAS666 wrote:
Thanks for taking your time and your input. I used to have problems like this on my previous ISP but at least they where a lot more reachable and genuinely tried to get to the bottom of the problem. Very frustrating trying to deal with an ISP that won't listen.

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.

 

Hopefully it as an indication some new BGP announcements are passing around... upstream routing may see some slight improvements on it's own over the next 72 hours.  Those local nodes though... that is gonna be a tricky issue because of internal routing policies.

 

If you don't see improvements by Friday evening, might want to try a modem reset to see if perhaps pulling a new config down gets you on a different gateway or something.  Sometimes things get revamped from the head end, but the modem will not grab those changes in real time... will only grab them when it goes through the reboot process and requests new config files and such.  Either a full power cycle (not just a reboot, full power down for a bit) or resetting the modem to defaults should prod the updates if any get scripted.

 

Keep in mind though if a tech visit is scheduled, you will want at least 6 hours of uptime before they show up so they have some log entries if some of the automated ranging requests and such are erroring out.