San Diego, CA | intermittent connectivity

I am seeing packet loss, frame drops and increased latency through my Spectrum internet connection.

 

See output of WinMTR below:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 1067 | 1067 | 0 | 0 | 18 | 0 |
| 142.254.184.25 - 0 | 1067 | 1067 | 5 | 10 | 832 | 8 |
| agg63.sndhcahr01h.socal.rr.com - 0 | 1067 | 1067 | 11 | 41 | 330 | 26 |
| agg31.sndhcaax01r.socal.rr.com - 0 | 1067 | 1067 | 9 | 15 | 36 | 14 |
| 72.129.1.0 - 0 | 1067 | 1067 | 9 | 17 | 42 | 16 |
|bu-ether16.lsancarc0yw-bcr00.tbone.rr.com - 0 | 1067 | 1067 | 11 | 17 | 35 | 18 |
|bu-ether11.tustca4200w-bcr00.tbone.rr.com - 0 | 1067 | 1067 | 14 | 19 | 40 | 18 |
| 0.ae2.pr1.lax10.tbone.rr.com - 2 | 1021 | 1009 | 10 | 16 | 76 | 16 |
| 199.27.73.128 - 0 | 1067 | 1067 | 11 | 15 | 33 | 14 |
| 151.101.129.164 - 0 | 1067 | 1067 | 12 | 15 | 33 | 14 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

The output is a bit difficult to transpose but if you look at it carefully you will see there is an 832ms reply to first hop from my LAN GW, a 330ms reply to the next hop from that and 2% of packet loss at the 0.ae2.pr1.lax10.tbone.rr.com hop.

 

I've been reporting this issue to Spectrum for 5 weeks now. The 5th field tech just left my home. He installed a new modem (3rd new modem since issue first reported). I've had new cabling done inside the home and all of the ends re-crimped. One tech had signals balanced at the node. 

 

None of the above troubleshooting efforts have resolved the issue. Spectrum phone support continually tells me they see no issue. 

 

There is cleary an issue and some help from Spectrum to get it resolved would be appreciated.

 

Thanks.

5 REPLIES
Spectrum Employee

Re: San Diego, CA | intermittent connectivity

[ Edited ]

Not nearly enough info in this topic...

http://forums.timewarnercable.com/t5/Connectivity/DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY/td-p/5...

 

To be a bit more specific for your scenerio:

  1. WiFi or ethernet?  Any noticable difference between the two?
  2. Separate router in addition to the modem?
  3. Modem signal levels report page?
  4. Modem error logs report page?
  5. 5th tech, in what kind of time frame?
  6. If this was a recent repeat, no contact with a tech supervisor?
  7. What did the last tech say was the root cause?
  8. Did the tech do a speed test to the DSAM meter?  If so, what was that reading?
  9. RJ-45 wire you're using checked to DSAM meter?
  10. What is 151.101.129.164?
  11. Was there a maintenance issue this tech reported?
  12. Is this an apartment/condo/MDU (to fix some of those wiring issues would require a post-wire with landlord approval/permission)?
  13. Did the tech check for ingress leakage?  (common root cause source for noise on coax)
  14. Did you tell the tech this was the 3rd modem tried?  IF so, what was the response?
My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.

Re: San Diego, CA | intermittent connectivity

  1. WiFi or ethernet?  Any noticable difference between the two?
    1. ethernet is where i did the testing but i see the issue on wifi and hardline.
  1. Separate router in addition to the modem?
    1. no separate modem for this test. there is usually several devices in line but i removed them until this issue is resolved
  1. Modem signal levels report page?
    1. downstream
    2. Index Lock Status Frequency SNR Power Modulation
      12345678910111213141516
      LockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLocked
      555 MHz513 MHz525 MHz531 MHz537 MHz549 MHz573 MHz579 MHz597 MHz603 MHz609 MHz615 MHz621 MHz627 MHz633 MHz645 MHz
      40.1 dB40.2 dB40.2 dB40.1 dB40.1 dB40.1 dB40.0 dB39.9 dB39.7 dB39.8 dB39.7 dB39.5 dB39.4 dB38.8 dB39.3 dB39.4 dB
      -3.5 dBmV-3.1 dBmV-3.3 dBmV-3.3 dBmV-3.3 dBmV-3.4 dBmV-3.4 dBmV-3.5 dBmV-4.0 dBmV-3.7 dBmV-3.9 dBmV-4.1 dBmV-4.3 dBmV-4.5 dBmV-4.5 dBmV-4.3 dBmV
      256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM

      256 QAM

       

       

upstream

Index Lock Status Frequency Symbol Rate Power Level Modulation Channel ID

1234
LockedLockedLockedLocked
37.0 MHz18.5 MHz23.3 MHz30.6 MHz
5120 Ksym/sec2560 Ksym/sec5120 Ksym/sec5120 Ksym/sec
43.3 dBmV42.3 dBmV42.5 dBmV42.8 dBmV
ATDMATDMAATDMAATDMA
20171819

 

cm error codewords

Unerrored Codewords Correctable Codewords Uncorrectable Codewords

328804489327790660327790679327790696327790714327790735327790754327790772327790789327790799327790817327790747327790677327790431327790536327790378
0000000000000000
0000000000000000

 

 

  1. Modem error logs report page?
    1. not posting logs because of security concerns

 

  1. 5th tech, in what kind of time frame?
    1. 5 techs in ~5 weeks. issue was first reported around march 9, 2017

 

  1. If this was a recent repeat, no contact with a tech supervisor?
    1. i have spoke to no sup but the third tech said he did

 

  1. What did the last tech say was the root cause?
    1.  1st and 2nd tech said it was modem. 3rd tech also replaced modem and moved account from twc to spectrum. 4th tech tested some cabling and re-crimped inside/outside house. 5th tech today ran tests, replaced modem with a 'non phone modem (no rj11 jacks) and apparently escalated to sup

 

  1. Did the tech do a speed test to the DSAM meter?  If so, what was that reading?
    1. no speed test to dsam meter from what i saw. did do speed test to speedtest.net and throughput was within expected range
  1. RJ-45 wire you're using checked to DSAM meter?
    1. no sure.

 

  1. What is 151.101.129.164?
    1. nytimes.com [151.101.193.164]

 

  1. Was there a maintenance issue this tech reported?
    1. this tech did not report maintenance issue. the previous tech worked with another tech who went to the node down the street from my house and 're-balanced the signal levels'

 

  1. Is this an apartment/condo/MDU (to fix some of those wiring issues would require a post-wire with landlord approval/permission)?
    1. re-wiring house is not a problem if that is deemed necessary. i did have the house re-wired about a year ago by TWC when a similiar issue was occurring.
  1. Did the tech check for ingress leakage?  (common root cause source for noise on coax)
    1. tech did not check for ingress leakage to my knowledge. this was not mentioned by tech so if he did it then it was done without me knowing

 

  1. Did you tell the tech this was the 3rd modem tried?  IF so, what was the response?
    1. yes tech was aware of other modem replacements recently. tech used his wifi analyzer and we tracked down a 'hidden' ssid that was broadcasting from my amazon fire stick.

Between the time I wrote the first post and the time I am writing this post, I started a new MyTraceRoute to spectrum.com from the same hardwired laptop and the results are even worse than the previous MyTraceRoute to nytimes.com. See output:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 5286 | 5286 | 0 | 0 | 19 | 1 |
| 142.254.184.25 - 0 | 5287 | 5287 | 7 | 10 | 921 | 8 |
| agg63.sndhcahr01h.socal.rr.com - 0 | 5285 | 5285 | 11 | 41 | 2834 | 27 |
| agg31.sndhcaax01r.socal.rr.com - 0 | 5287 | 5287 | 9 | 14 | 37 | 13 |
| 72.129.1.0 - 0 | 5287 | 5287 | 11 | 17 | 42 | 16 |
|bu-ether16.lsancarc0yw-bcr00.tbone.rr.com - 0 | 5287 | 5287 | 11 | 17 | 56 | 16 |
|bu-ether11.tustca4200w-bcr00.tbone.rr.com - 0 | 5286 | 5286 | 71 | 77 | 106 | 75 |
|bu-ether16.dllstx976iw-bcr00.tbone.rr.com - 0 | 5286 | 5286 | 71 | 77 | 108 | 80 |
|bu-ether12.atldga10ds1-bcr00.tbone.rr.com - 0 | 5287 | 5287 | 71 | 77 | 105 | 76 |
|bu-ether18.atlngamq46-bcr00.tbone.rr.com - 0 | 5286 | 5286 | 71 | 77 | 103 | 78 |
|bu-ether5.chrcnctr01w-bar01.tbone.rr.com - 0 | 5287 | 5287 | 71 | 73 | 110 | 72 |
| 24.161.238.58 - 0 | 5287 | 5287 | 73 | 76 | 143 | 74 |
| 71.74.176.101 - 0 | 5287 | 5287 | 71 | 73 | 116 | 72 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

That is a response time of 2834ms in bold to the next hop from my gateway.

 

Something is wrong with the Spectrum infrastructure that segments close to my home. These traceroutes should be a good starting point for a person with access to those devices.

 

Re: San Diego, CA | intermittent connectivity

The issue is getting worse. I am losing full connectivity for minutes at a time.

Expert

Re: San Diego, CA | intermittent connectivity

[ Edited ]

Turn off cloud, onedrive, itunesync, dropbox. do not reset the modem, paste the error event log, need to see what the errors are. 

 Copy and paste a tracert to google.com

 If you're running win 10, turn off microsofts illegal update server that is using your computer to update other users. They need to pay for their own bandwidth.

 

 

Established Sharer

Re: San Diego, CA | intermittent connectivity

[ Edited ]

We really do need to see the modem event logs to know what is happening on the cable at your modem input.   I don't understand what security concerns you might be worried about.  Your WinMTR  tracert disclosed all of TWC's IP addresses along the route and they aren't complaining about it.  Note that a TWC technical employee is telling you the information YOU need to provide for them to get help.