Observer

Latency, packet loss

Ive had service from twc for around a year. During this time service has progressively gotten worse. It was usually sporadic, usually during late pm early am hours. Now i have constant latency packet loss resulting in constant disconnections. The line from the pole to the modem in the home has been replaced. The modem was swapped a couple months ago as well. I currently have only the modem connected directly to a single machine for troubleshooting the issue. A windows install with only essential services running to troubleshoot(P2P updates off, no cloud services, etc). TWC techs were here a couple days ago, and since the problem was not occuring then they said nothing could be done at that time. Now TWC is insisting to swap the modem out yet again. 

 

Wilmington OH, 45177

 Internet only

 Hardware Information
 
System:ARRIS DOCSIS 3.0 Touchstone WideBand Cable Modem
HW_REV: 1
VENDOR: Arris Interactive, L.L.C.
BOOTR: 1.2.1.61
SW_REV: 7.5.63C
MODEL: CM820A
Serial Number: 
  
Options: 
 Firmware Build and Revisions
Firmware Name:TS070563C_032913_WBM760_CM820
Firmware Build Time:Fri Mar 29 12:52:15 EDT 2013

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 11675.00 MHz9.93 dBmV37.94 dB256QAM15015233700
Downstream 22681.00 MHz10.30 dBmV38.26 dB256QAM8797997710
Downstream 33687.00 MHz10.59 dBmV38.26 dB256QAM7907644100
Downstream 44693.00 MHz10.76 dBmV38.26 dB256QAM5637802100
Downstream 55699.00 MHz10.40 dBmV38.26 dB256QAM6288084400
Downstream 610729.00 MHz9.03 dBmV37.94 dB256QAM6653879490
Downstream 714753.00 MHz9.15 dBmV37.36 dB256QAM59217827330
Downstream 815759.00 MHz8.89 dBmV37.09 dB256QAM55081979284
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 11824.20 MHz38.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s16QAM
Upstream 21719.40 MHz37.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Upstream 31930.60 MHz38.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s16QAM
Upstream 42037.00 MHz38.50 dBmVDOCSIS2.0 (ATDMA)2560 kSym/s16QAM

 

 

Date TimeEvent IDEvent LevelDescription
10/25/2016 12:26840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
10/25/2016 12:26840202005Lost MDD Timeout;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
10/25/2016 12:26820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
10/25/2016 13:09900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00820002003No Ranging Response received - T3 time-out;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00680004015ToD request sent - No Response received;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00680005003TFTP failed - Request sent - No Response;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00680011013TFTP Request Retries exceeded, CM unable to register
1/1/1970 0:00680004015ToD request sent - No Response received;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01820002003No Ranging Response received - T3 time-out;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
10/25/2016 13:11900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00820002003No Ranging Response received - T3 time-out;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/10/2016 19:22900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/12/2016 10:13840007005RCS Partial Service;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/12/2016 10:13840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/12/2016 10:13840202005Lost MDD Timeout;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/12/2016 10:13820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/12/2016 10:22900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/15/2016 1:29840007005RCS Partial Service;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;
11/15/2016 7:42900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:1d:d6:90:b5:57;CMTS-MAC=00:01:5c:8f:de:54;CM-QOS=1.1;CM-VER=3.0;

 

  0 2605:a000:dfc0:ab:88f6:1cc0:ba1f:74ee
0/ 100 = 0% |
1 9ms 0/ 100 = 0% 0/ 100 = 0% 2605:a000:dfc0:ab::1
0/ 100 = 0% |
2 17ms 0/ 100 = 0% 0/ 100 = 0% 2605:a000:0:4::4:7b3
0/ 100 = 0% |
3 14ms 0/ 100 = 0% 0/ 100 = 0% 2605:a000:0:4::4:4541
0/ 100 = 0% |
4 19ms 0/ 100 = 0% 0/ 100 = 0% 2605:a000:0:4::74
0/ 100 = 0% |
5 25ms 0/ 100 = 0% 0/ 100 = 0% 2001:1998:0:8::1a
0/ 100 = 0% |
6 30ms 0/ 100 = 0% 0/ 100 = 0% 2001:1998:0:4::9c
0/ 100 = 0% |
7 27ms 0/ 100 = 0% 0/ 100 = 0% 2001:1998:0:4::ea
0/ 100 = 0% |
8 37ms 0/ 100 = 0% 0/ 100 = 0% 2001:5a0:40:300::5d
0/ 100 = 0% |
9 28ms 0/ 100 = 0% 0/ 100 = 0% 2001:4860:1:1:0:1935:0:c1
0/ 100 = 0% |
10 28ms 0/ 100 = 0% 0/ 100 = 0% 2001:4860:0:1010::1
0/ 100 = 0% |
11 28ms 0/ 100 = 0% 0/ 100 = 0% 2001:4860:0:1::1d6f
0/ 100 = 0% |
12 28ms 0/ 100 = 0% 0/ 100 = 0% 2607:f8b0:4009:812::200e

 

This traceroute seems very odd when compared to 

WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 142.254.144.181 - 0 | 235 | 235 | 8 | 11 | 50 | 11 |
| network-024-029-006-201.cinci.rr.com - 0 | 234 | 234 | 15 | 50 | 389 | 32 |
| be35.blasohdp01r.midwest.rr.com - 0 | 235 | 235 | 10 | 16 | 60 | 17 |
| be28.clmkohpe01r.midwest.rr.com - 0 | 235 | 235 | 12 | 18 | 56 | 17 |
|bu-ether15.chctilwc00w-bcr00.tbone.rr.com - 0 | 234 | 234 | 24 | 30 | 66 | 30 |
|bu-ether11.chcgildt87w-bcr00.tbone.rr.com - 0 | 235 | 235 | 23 | 29 | 71 | 31 |
| 216.3.52.41 - 0 | 234 | 234 | 23 | 27 | 60 | 30 |
| 216.3.52.54 - 0 | 234 | 234 | 23 | 27 | 66 | 27 |
| 108.170.244.1 - 0 | 234 | 234 | 23 | 27 | 63 | 30 |
| 108.170.238.89 - 0 | 234 | 234 | 23 | 27 | 64 | 30 |
| ord37s03-in-f14.1e100.net - 0 | 234 | 234 | 23 | 27 | 66 | 29 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 WinMTR shows  latency  between the local network and the first hop out. I am confused why traceroute does not reflect this as MTR does and any voip, online games show latency disconnects nearly every 10secs now.

 

Could i get some advise to what to do at this point.

 

Edit: I realize packet loss is not showing on either the traceroute or the MTR log, it ceased before i could test while it was occuring

 

Also i can no longer stay connected in anything at this point, i have a connection, but the disconnects are so frequent anything requiring a constant connection is now impossible to use.

11 REPLIES 11
Observer

Re: Latency, packet loss

Tech came out, replaced the modem. Tried to explain issue was still occuring. I guess its an endless cycle of calling support till its fixed?

WinMTR Statistics

WinMTR statistics

 

Host%SentRecvBestAvrgWrstLast
142.254.144.181015515578178
network-024-029-006-201.cinci.rr.com0155155124537720
be35.blasohdp01r.midwest.rr.com015515510142216
be28.clmkohpe01r.midwest.rr.com015515511172918
bu-ether15.chctilwc00w-bcr00.tbone.rr.com015515523273927
bu-ether11.chcgildt87w-bcr00.tbone.rr.com015515523273828
216.3.52.41015515522233324
216.3.52.54015415461749073
108.170.243.225015515522243324
216.239.42.155015515520233024
ord36s02-in-f174.1e100.net015515522232824

 

latency continues to spike upwards of 400 every 10 to 20 seconds. This causes disconnections on anything requiring active connection.

 

Looking over some other posts there are some things i should add here. Video streaming that is not live usually constantly changes quality based on the changing difference in bandwidth i assume. 

 

Also the new info on the newest router 

Technicolor

TC4310

Standard Specification Compliant DOCSIS 3.0
Hardware Version 1.0
Software Version STF8.20.02

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+

 

Downstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPowerSNR
1LockedQAM256105360537729000000 Hz8.6 dBmV40.0 dB
2LockedQAM25615360537675000000 Hz10.1 dBmV40.7 dB
3LockedQAM25625360537681000000 Hz10.3 dBmV41.3 dB
4LockedQAM25635360537687000000 Hz10.3 dBmV41.1 dB
5LockedQAM25645360537693000000 Hz10.1 dBmV40.9 dB
6LockedQAM25655360537699000000 Hz9.7 dBmV40.4 dB
7LockedQAM25665360537705000000 Hz9.3 dBmV40.2 dB
8LockedQAM25675360537711000000 Hz9.2 dBmV40.3 dB
9LockedQAM25685360537717000000 Hz8.8 dBmV40.2 dB
10LockedQAM25695360537723000000 Hz8.8 dBmV40.2 dB
11LockedQAM256115360537735000000 Hz8.8 dBmV38.0 dB
12LockedQAM256125360537741000000 Hz8.7 dBmV37.2 dB
13LockedQAM256135360537747000000 Hz8.7 dBmV39.8 dB
14LockedQAM256145360537753000000 Hz8.8 dBmV39.7 dB
15LockedQAM256155360537759000000 Hz8.3 dBmV39.7 dB
16LockedQAM256165360537765000000 Hz7.9 dBmV39.6 dB

 

Upstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPower
1LockedQAM16185120 Ksym/sec24200000 Hz39.3 dBmV
2LockedQAM16172560 Ksym/sec19400000 Hz37.5 dBmV
3LockedQAM16195120 Ksym/sec30600000 Hz38.8 dBmV
4LockedQAM16202560 Ksym/sec37000000 Hz38.8 dBmV

 

CM IP AddressDurationExpires
fe80::725a:9eff:fe3c:8522/64D: 24896 H: 15 M: 43 S: 56Tue Nov 15 18:27:46 2016

 

 

Event log has remained empty,  Latency spikes are still occurring regularly, not nearly as many disconnects but that is normal untill later in the evening.

Expert

Re: Latency, packet loss

New modem is garbage, it has no corrected/ uncorrected report, I suspect 4G LTE ingress by the s/n alone, would like to see what the correction is on those channels. TWC is deliberately putting these in so there's "fewer concerns about high correcteds and uncorrecteds"

Need to see the log, are events happenning when you lose connectivity?

 

Also, I'd turn off IPv6 and any cloud, sync, onedrive on all devices in your house.

 

Is this on a wired or a wireless connection?

 

Observer

Re: Latency, packet loss

First post outlined all your questions. A single machine connected directly at the modem, only essential services running on a windows install, no p2p, no cloud services etc. BTW I was a network security admin for the army so i have a fare bit of experience here, but as I have no access to what twc has i can only hope they do their part and thus far has been a very frustrating experience with them.

 

 

 

Edit: also the event log has remained clear, although ive still experienced disconnects since the new modem was intsalled. Disconnects accross any service requiring network connectivity.

 

Since its been so long and ive had several techs here with no resolution, same action being taken more than once( simply swapping modems), and generally being insulted when ive tried to explain the problem but support seems uneducated in how their own networks work ive since open a ticket with the fcc. This kind of service to its customers is simply inexcusable and the only way this will change is if we force them to take resposibility where they are liable.

 

Please dont think im being hostile to anyone here as i understand this isnt a place that twc directly handles issues usually. I appreciate you response Msraye and actually was hoping youd reply as you seem to be very helpful as much as twc may seem to disagree with this Smiley Tongue

Expert

Re: Latency, packet loss

No log entries when it loses connectivity?

Best I can tell, this id 4G ingress from one or two different carriers cell sites, may be poletop minicells like I've posted photo's of, an upside down trashcan on top of a pole The first modem showed skipped channels and high uncorrecteds only next to the holes and the second modem is showing low s/n

It's ingress and you're throwing modems at a line issue, might be inside, outside or down the street somewhere.

Has twc replaced everything from the modem to the pole? That includes the grounding block, splitters, the wall plate, jumper cables.

That's where they need to start. If they're claiming signals are perfect, they're lying and whoever replaced the first modem hasn't got a clue.

 

 

Observer

Re: Latency, packet loss

No logs at all, everything from the pole, only break in the line is the groud connection. we do have a few cell towers in the area so this could very well be the issue.

 

As far as the tech's they send out, no offense to thses guys but some of them dont seem to be very famailiar with much else than installing equipment. I feel like TWC is not giving them the training they need to diagnose  intermittent issues like this.

 

Honestly this wouldnt be such an issue if we had options for service, but with TWC the only provider of anything resembling decent bandwidth here it becomes much more of a concern.

 

Edit:

I recieved a call from TWC/ Spectrum today. The FCC notified them of my complaint within a day. I am now expecting another call within the next 24/ 48 hours.

Observer

Re: Latency, packet loss

Updated status as of now, Still no event logs, Disconnects have slowed considerably. Mind this seems to be the normal cycle, as ill have stable service , terrible service, vise versa. 

 

 

Status

Connection  :  This page displays information on the status of the cable modem's HFC and IP network connectivity.



 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+

Downstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPowerSNR
1LockedQAM256105360537729000000 Hz8.1 dBmV39.5 dB
2LockedQAM25615360537675000000 Hz9.6 dBmV40.4 dB
3LockedQAM25625360537681000000 Hz9.7 dBmV41.1 dB
4LockedQAM25635360537687000000 Hz9.7 dBmV41.1 dB
5LockedQAM25645360537693000000 Hz9.6 dBmV40.9 dB
6LockedQAM25655360537699000000 Hz9.2 dBmV40.4 dB
7LockedQAM25665360537705000000 Hz8.8 dBmV40.2 dB
8LockedQAM25675360537711000000 Hz8.7 dBmV40.3 dB
9LockedQAM25685360537717000000 Hz8.2 dBmV40.1 dB
10LockedQAM25695360537723000000 Hz8.2 dBmV40.1 dB
11LockedQAM256115360537735000000 Hz8.2 dBmV35.2 dB
12LockedQAM256125360537741000000 Hz8.1 dBmV34.3 dB
13LockedQAM256135360537747000000 Hz8.1 dBmV39.8 dB
14LockedQAM256145360537753000000 Hz8.2 dBmV39.7 dB
15LockedQAM256155360537759000000 Hz7.8 dBmV39.6 dB
16LockedQAM256165360537765000000 Hz7.4 dBmV39.6 dB

Upstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPower
1LockedQAM16185120 Ksym/sec24200000 Hz39.0 dBmV
2LockedQAM16172560 Ksym/sec19400000 Hz37.3 dBmV
3LockedQAM16195120 Ksym/sec30600000 Hz38.5 dBmV
4LockedQAM16202560 Ksym/sec37000000 Hz38.5 dBmV

 

Expert

Re: Latency, packet loss

Yes, notifying the FCC was a good idea. They need to reexamine what bandwidth they sold off and how it's impacting cable tv systems that refuse to clean up ingress issues and alias customers

 

Observer

Re: Latency, packet loss

Time  Priority  Description 
 Thu Nov 17 14:58:19 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=70:5a:... 
 Thu Nov 17 14:58:19 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=70:5a:... 
 Thu Nov 17 14:58:19 2016   Warning (5)  ToD request sent - No Response received;CM-MAC=70:5a:9e:3c:85... 
 Thu Nov 17 14:58:06 2016   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu Nov 17 14:57:58 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:57:50 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Thu Nov 17 14:57:45 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:57:44 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Thu Nov 17 14:41:12 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:41:10 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Nov 17 14:41:10 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Thu Nov 17 14:41:08 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Nov 17 14:41:07 2016   Warning (5)  MDD message timeout;CM-MAC=70:5a:9e:3c:85:22;CMTS-MAC=00:01:5... 
 Thu Nov 17 14:41:07 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Nov 17 14:41:07 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Thu Nov 17 14:41:06 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:41:05 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Thu Nov 17 14:41:02 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:41:01 2016   Warning (5)  MDD message timeout;CM-MAC=70:5a:9e:3c:85:22;CMTS-MAC=00:01:5... 
 Thu Nov 17 14:41:01 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Thu Nov 17 14:40:58 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:40:36 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu Nov 17 14:40:28 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Nov 17 14:40:25 2016   Warning (5)  MDD message timeout;CM-MAC=70:5a:9e:3c:85:22;CMTS-MAC=00:01:5... 
 Thu Nov 17 14:40:25 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:40:24 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Thu Nov 17 14:40:21 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC f... 
 Thu Nov 17 14:40:19 2016   Warning (5)  MDD message timeout;CM-MAC=70:5a:9e:3c:85:22;CMTS-MAC=00:01:5... 
 Thu Nov 17 14:40:19 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
Observer

Re: Latency, packet loss

I am re editing my post here. After recieving a call from a surperviser concerning this issue it seems they aknowledged the ingress, this was stemming from my nieghbors tap. I am going to monitor connectivity over the next few days to see if there is an improvement. 

 

Also a thank you goes to Msraye for the expertise provided here.