Observer

Latency Issues

[Spreading post out because of character limits]

So I'm going to put the nine yards of things wanted on here so this can get resolved asap. Some background info: I game using my PC and I experience latency spikes throughout said games. This didn't start happening until maybe a month ago, so I went about figuring out what the problem was, and since I've recently only been playing through one companies brand so I put in tons of support tickets to rule out things. I was ultimately told it was my ISP. I called tech support and I was told there was an issue with the modem, but apparently everything looked fine on his side. I tested out a few different ethernet cords to assure that wasn't the issue, and I did try directly connecting my computer to my modem (I have a separate router but still use a wired connection), neither worked. I was told to go in and exchange my modem (still not convinced it’s the modem), and I’m posting here to get a definitive resolution so I don’t have to waste a techs time, or my own by going downtown and the modem switch ending up not working. The strange thing about all of this is that the spikes occur more in certain game modes within the game (possibly because of server locations?).

 

Location: Cleveland, OH, 44105; multifamily

I only get internet through Spectrum

Modem: Arris TM1602A

Router: Netgear WNR2000

Modem Page:

Spoiler

 

Downstream

 

DCID

Freq

Power

SNR

Modulation

Octets

Correcteds

Uncorrectables

Downstream 1

24

765.00 MHz

2.60 dBmV

37.64 dB

256QAM

1995365837

3577

15346

Downstream 2

1

627.00 MHz

2.80 dBmV

38.61 dB

256QAM

582676599

7250

24775

Downstream 3

2

633.00 MHz

2.70 dBmV

38.61 dB

256QAM

558127212

7201

23438

Downstream 4

3

639.00 MHz

2.90 dBmV

38.61 dB

256QAM

580095572

8187

22008

Downstream 5

4

645.00 MHz

3.10 dBmV

38.98 dB

256QAM

575317500

6158

23460

Downstream 6

5

651.00 MHz

3.40 dBmV

38.61 dB

256QAM

595832720

6325

23136

Downstream 7

6

657.00 MHz

3.10 dBmV

38.61 dB

256QAM

664576360

5169

23095

Downstream 8

7

663.00 MHz

3.20 dBmV

38.61 dB

256QAM

646319857

4546

23866

Downstream 9

8

669.00 MHz

3.30 dBmV

38.61 dB

256QAM

652241653

4732

21652

Downstream 10

9

675.00 MHz

3.10 dBmV

37.94 dB

256QAM

869924833

4438

21836

Downstream 11

10

681.00 MHz

3.30 dBmV

38.98 dB

256QAM

581936433

4665

21890

Downstream 12

11

687.00 MHz

2.90 dBmV

38.61 dB

256QAM

644883015

4332

21637

Downstream 13

12

693.00 MHz

2.90 dBmV

38.98 dB

256QAM

646566519

4412

22065

Downstream 14

13

699.00 MHz

2.90 dBmV

38.61 dB

256QAM

811337758

4294

21452

Downstream 15

14

705.00 MHz

3.10 dBmV

38.61 dB

256QAM

590575114

4877

23051

Downstream 16

15

711.00 MHz

3.10 dBmV

38.61 dB

256QAM

650580360

4480

21335

Downstream 17

16

717.00 MHz

2.90 dBmV

38.61 dB

256QAM

608622562

3564

22063

Downstream 18

17

723.00 MHz

2.90 dBmV

38.61 dB

256QAM

636466036

3355

16476

Downstream 19

18

729.00 MHz

2.80 dBmV

38.98 dB

256QAM

676378254

5452

17029

Downstream 20

19

735.00 MHz

2.80 dBmV

38.61 dB

256QAM

647228691

5382

28407

Downstream 21

20

741.00 MHz

2.90 dBmV

38.61 dB

256QAM

651639649

4271

31472

Downstream 22

21

747.00 MHz

2.90 dBmV

38.61 dB

256QAM

689891303

6157

26437

Downstream 23

22

753.00 MHz

2.80 dBmV

38.98 dB

256QAM

618302114

3774

35584

Downstream 24

23

759.00 MHz

3.00 dBmV

38.61 dB

256QAM

640116514

3901

19338

 

Reset FEC Counters

Upstream

 

UCID

Freq

Power

Channel Type

Symbol Rate

Modulation

Upstream 1

66

24.20 MHz

43.00 dBmV

DOCSIS2.0 (ATDMA)

5120 kSym/s

64QAM

Upstream 2

68

37.00 MHz

43.75 dBmV

DOCSIS2.0 (ATDMA)

2560 kSym/s

64QAM

Upstream 3

67

30.60 MHz

45.25 dBmV

DOCSIS2.0 (ATDMA)

5120 kSym/s

64QAM

Upstream 4

65

19.40 MHz

43.00 dBmV

DOCSIS1.x (TDMA)

2560 kSym/s

16QAM

 

 

6 REPLIES
Observer

Re: Latency Issues

 Modem Page cont.

Spoiler

System Uptime:

1 d: 21 h: 31 m

Computers Detected:

staticCPE(1), dynamicCPE(1)

CM Status:

OPERATIONAL

Time and Date:

Wed 2019-01-02 20:25:17

 

Interface Parameters

 

Interface Name

Provisioned

State

Speed (Mbps)

MAC address

LAN

Enabled

Up

100(Full)

2C:95:69:16:4D:47

CABLE

Enabled

Up

-----

2C:95:69:16:4D:48

MTA

NotInitiated

Down

-----

2C:95:69:16:4D:49

 

--

System:

ARRIS DOCSIS 3.0 / PacketCable 2.0 Touchstone Telephony Modem

HW_REV: 1

VENDOR: ARRIS Group, Inc.

BOOTR: 2.2.0.45

SW_REV: 9.1.103J8TW1.SIP.PC20.TW

MODEL: TM1602AP2

Serial Number:

81Y2T8539105255

Options:

 

 

Firmware Name:

TS0901103J8TW1_010918_1602.TM_PC20_TW

Firmware Build Time:

Tue Jan 9 16:21:59 EST 2018

 

--

 

Date Time

Event ID

Event Level

Description

12/31/2018 23:05

84000500

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84000500

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84000500

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84020200

5

Lost MDD Timeout;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84020200

5

Lost MDD Timeout;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:05

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84020200

5

Lost MDD Timeout;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000500

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000500

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000500

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84020200

5

Lost MDD Timeout;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

12/31/2018 23:06

84000700

5

RCS Partial Service;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

1/1/2019 12:43

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:16:4d:48;CMTS-MAC=00:01:5c:89:20:72;CM-QOS=1.1;CM-VER=3.0;

 

Date Time

Event ID

Description

MTA Events List Empty

 

--

CM State:Docsis-Data Reg Complete

Docsis-Downstream Scanning

Completed

Docsis-Downstream Ranging

Completed

Docsis-Upstream Ranging

Completed

Docsis-DHCP

Completed

Docsis-TFTP

Completed

Docsis-Data Reg Complete

Completed

Telephony-DHCP

Not Started

Telephony-TFTP

Not Started

Telephony-Reg with Call Server

Not Started

Telephony-Reg Complete

Not Started

 

TOD State:

Time of Day

Retrieved

 

BPI State:

BPI Status

Enabled, Authorized

 

DHCP Attempts to obtain CM IP Address:

IPv4 Attempt(s)

1

IPv6 Attempt(s)

0

 

 

Observer

Re: Latency Issues

Modem is online and SN/MAC is correct

 

I believe I have the 60mbs plan; testing on Spectrum Columbus: Up is 12.1mbs, Down is 94.4mbs, ping and jitter aren't shown

 

As said before I've tested using a direct connection, connecting modem-router-computer wired, and wirelessly, nothing changes it.

 

I can't say how the cables are wired outside, but there is a splitter in my room, one goes to my modem and one is there from someone who had TV service here before. I'm currently using the cable that has always been connected to a modem. The splitter is an SV-2GT. The connector going into the modem is a PPC EX6 11. For the other it’s RG-59/U

 

The ethernet cord running from my modem to router, and router to computer are both CAT.5E. I have two other cables that are the same type.

 

Traceroute from their webtool

Spoiler

TRACEROUTE:

traceroute to 173.91.114.205 (173.91.114.205), 15 hops max, 60 byte packets

1 Blizzard Blizzard 1.133 ms 1.130 ms 1.130 ms Blizzard(24.105.18.2) 2.212 ms 2.247 ms 2.261 ms

3 137.221.105.14 (137.221.105.14) 2.266 ms 2.280 ms 2.302 ms

4 137.221.66.18 (137.221.66.18) 2.262 ms 2.275 ms 2.281 ms

5 137.221.83.66 (137.221.83.66) 6.692 ms 6.708 ms 6.712 ms

6 137.221.65.68 (137.221.65.68) 6.597 ms 6.302 ms 6.290 ms

7 137.221.68.32 (137.221.68.32) 6.235 ms 6.060 ms 6.048 ms

8 ae34.pr1.lax10.tbone.rr.com (66.109.9.160) 5.640 ms 6.081 ms 6.068 ms

9 bu-ether17.tustca4200w-bcr00.tbone.rr.com (107.14.19.55) 53.556 ms 53.572 ms 53.187 ms

10 be4.clmkohpe01r.midwest.rr.com (107.14.19.37) 57.330 ms 57.294 ms 56.916 ms

11 bu-ether16.chctilwc00w-bcr00.tbone.rr.com (66.109.6.226) 49.489 ms 56.758 ms 54.247 ms

12 be2.clmkohpe01r.midwest.rr.com (107.14.17.253) 61.475 ms 60.758 ms 60.743 ms

13 be1.pltsohae01r.midwest.rr.com (65.29.1.29) 76.061 ms 75.588 ms 75.573 ms

14 be2.bathoh0601r.midwest.rr.com (65.29.1.88) 68.600 ms 68.397 ms 68.211 ms

15 24.33.103.103 (24.33.103.103) 78.195 ms 78.204 ms 85.276 ms



01/01/2019 05:53:14 UTC

--------------------


TRACEROUTE:

traceroute to 173.91.114.205 (173.91.114.205), 15 hops max, 60 byte packets

1 Blizzard Blizzard 0.688 ms 0.696 ms 0.698 ms Blizzard(24.105.18.2) 1.395 ms 1.415 ms 1.424 ms

3 137.221.105.14 (137.221.105.14) 1.446 ms 1.431 ms 1.434 ms

4 137.221.66.18 (137.221.66.18) 1.376 ms 1.379 ms 1.381 ms

5 137.221.83.66 (137.221.83.66) 6.032 ms 6.053 ms 6.058 ms

6 137.221.65.68 (137.221.65.68) 24.902 ms 22.281 ms 22.253 ms

7 137.221.68.32 (137.221.68.32) 5.652 ms 5.685 ms 5.800 ms

8 ae34.pr1.lax10.tbone.rr.com (66.109.9.160) 5.454 ms 5.467 ms 5.469 ms

9 bu-ether17.tustca4200w-bcr00.tbone.rr.com (107.14.19.55) 50.133 ms 49.571 ms 49.536 ms

10 be4.clmkohpe01r.midwest.rr.com (107.14.19.37) 54.595 ms 52.566 ms 52.547 ms

11 bu-ether16.chctilwc00w-bcr00.tbone.rr.com (66.109.6.226) 52.198 ms 50.343 ms 50.059 ms

12 be2.clmkohpe01r.midwest.rr.com (107.14.17.253) 69.299 ms 69.324 ms 69.240 ms

13 be1.pltsohae01r.midwest.rr.com (65.29.1.29) 81.920 ms 75.550 ms 75.534 ms

14 be2.bathoh0601r.midwest.rr.com (65.29.1.88) 74.573 ms 68.767 ms 68.763 ms

15 24.33.103.103 (24.33.103.103) 82.227 ms 82.692 ms 82.714 ms


PING:

PING 173.91.114.205 (173.91.114.205) 56(84) bytes of data.


--- 173.91.114.205 ping statistics ---

4 packets transmitted, 0 received, 100% packet loss, time 2997ms

Traceroute ran from CMD

Spoiler

(Traceroute ran from cmd)


C:\WINDOWS\system32>pathping -n 24.105.40.32


Tracing route to 24.105.40.32 over a maximum of 30 hops


0 192.168.1.6

1 192.168.1.1

2 142.254.157.93

3 24.164.114.165

4 24.33.103.102

5 65.29.1.89

6 65.29.1.28

7 107.14.17.252

8 66.109.5.136

9 66.109.5.225

10 66.109.9.149

11 137.221.69.35

12 * * *

Computing statistics for 275 seconds...

Source to Here This Node/Link

Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address

0 192.168.1.6

0/ 100 = 0% |

1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1

0/ 100 = 0% |

2 18ms 0/ 100 = 0% 0/ 100 = 0% 142.254.157.93

0/ 100 = 0% |

3 24ms 0/ 100 = 0% 0/ 100 = 0% 24.164.114.165

0/ 100 = 0% |

4 22ms 0/ 100 = 0% 0/ 100 = 0% 24.33.103.102

0/ 100 = 0% |

5 26ms 0/ 100 = 0% 0/ 100 = 0% 65.29.1.89

0/ 100 = 0% |

6 28ms 0/ 100 = 0% 0/ 100 = 0% 65.29.1.28

0/ 100 = 0% |

7 40ms 0/ 100 = 0% 0/ 100 = 0% 107.14.17.252

0/ 100 = 0% |

8 44ms 0/ 100 = 0% 0/ 100 = 0% 66.109.5.136

0/ 100 = 0% |

9 40ms 0/ 100 = 0% 0/ 100 = 0% 66.109.5.225

0/ 100 = 0% |

10 --- 100/ 100 =100% 100/ 100 =100% 66.109.9.149

0/ 100 = 0% |

11 87ms 0/ 100 = 0% 0/ 100 = 0% 137.221.69.35


Trace complete.

I also collected WinMTR stats when I was in a game with the latency issues.

Spoiler

|------------------------------------------------------------------------------------------|


|                                      WinMTR statistics             |


|                       Host - % | Sent | Recv | Best | Avrg | Wrst | Last |


|------------------------------------------------|------|------|------|------|------|------|


|                             192.168.1.1 - 0 | 203 | 203 |    0 | 0 | 52 | 0 |


|                          142.254.157.93 - 0 | 202 |  202 | 9 | 19 | 189 | 13 |


|         ae59.clevohaw02h.midwest.rr.com -    0 | 203 | 203 | 17 | 38 | 191 |   25 |


|         be22.bathoh0601r.midwest.rr.com -    0 | 203 | 203 | 14 | 25 | 226 |   18 |


|         be12.pltsohae01r.midwest.rr.com -    0 | 202 | 202 | 15 | 27 | 190 |   17 |


|         be25.clmkohpe01r.midwest.rr.com -    0 | 203 | 203 | 20 | 32 | 208 |   22 |


|                           107.14.17.252 - 0 | 202 |  202 | 28 | 40 | 191 | 35 |


|bu-ether11.chcgildt87w-bcr00.tbone.rr.com -    0 | 202 | 202 | 29 | 43 | 194 | 34 |


|                            66.109.5.225 - 0 | 202 | 202 |   28 | 44 | 183 | 31 |


|                            66.109.9.149 - 0 | 203 | 203 |   28 | 39 | 191 | 31 |


|              ae1-br01-eqch2.as57976.net -    0 | 202 | 202 | 29 | 53 | 255 |   38 |




Proven Sharer

Re: Latency Issues

Your modem reports that it is receiving a significant number of uncorrectible packet data errors on all of its incoming (DS) channels.  You say that you have a splitter with two cables but only one is connected, to your modem.  This is configured incorrectly.  You should remove the splitter, insert a coupler (aka 'barrel connector), and connect the modem cable directly to the incoming drop cable. 

 

That length of unused RG-59/U cable is acting like an antenna, inserting RF noise into your home cable wiring and degrading the data packets, which adds to the packet ping times.  RG-59/U cable is no longer approved for in-home wiring because its shielding is ineffective at cellphone frequencies.

 

@agentx5  Next, reviewing the tracert path info, here is the line for hop 9 where the delays jump from about 6 msec to 53 msec.

9 bu-ether17.tustca4200w-bcr00.tbone.rr.com (107.14.19.55) 53.556 ms 53.572 ms 53.187 ms

Hop #9 shows a device name referencing Tustin CA.  Either this device was physically moved in the network but not renamed, OR there's a  network path loop from OH out to CA and back.

You should make copies of the entire tracert lists and ask the home service tech to escalate your complaint to Tier 3 tech support.  They can check to make sure the internet backbone route to the IXP gateway is correctly programmed from end to end.

Observer

Re: Latency Issues

Just called tech support - apparently there aren't any tiers to support anymore. I explained what happened and I told him about the Tustin hop, to which he didn't pay much mind to. I asked him about the backbone route to the IXP gateway but it seemed like he had no clue what I was talking about. He told me the only solution would be port forwarding (which he didn't explain), and that since I have my own router I'd be on my own doing so. Not sure where to go from here. 

I'm going out this weekend to get the barrel connector to replace the splitter, I noticed after removing the other cable from my splitter that there are little to no correcteds/uncorrectables on the modem page, but I'm still experiencing the latency problem. 

 

Not applicable

Re: Latency Issues

Signals don't look too bad. The uncorrectables/correctables could use some work given you've been up for only a day. But I have seen a lot worse. Make sure you're using RG-6 cable and the connections are tight between the cable drop coming into your house, and all wiring in between that and your modem.

 

Do consider your modem to be the problem here. The Arris TM1602 has the Intel Puma6 in it. These have been known to cause the exact issues that you're seeing. Spectrum supplies new DOCSIS 3.1 modems now which are either Broadcom or Puma7 based. Puma7 has some issues but does not have the performance issues of the Puma6. These new modems go under the Spectrum branding but have the model numbers E31T2V1, E31H2V1, E31N2V1, and E31U2V1, made by Technicolor, Hitron (the middle two), and Ubee respectively.

 

Read more: https://www.dslreports.com/forum/r31122204-SB6190-Puma6-TCP-UDP-Network-Latency-Issue-Discussion

Observer

Re: Latency Issues

Looked at the article and ran the test I saw on there, it probably is an issue with the modem. Never would have thought it'd be for that reason though considering tech support told me the modem was fine. I plan on going this weekend to get my modem exchanged.

 

Pertaining to the barrel connector, I see a lot less correcteds and no correctables after replacing the splitter, though it didn't seem to help my issue, I'm assuming it will help in the longrun. 

 

Appreciate all of the help so far.