Observer

Slow internet between 8 PM and 12 AM

Hello all - looking for some help. My internet seems to slow down drastically at night (approx 8 PM - 12 AM every night). My ping goes from ~ 25 ms to ~ 300 ms during this period.

Key things to know:

I'm in Elmhurst, Queens. 11373. Apartment building.
I currently only have Internet from TWC (Extreme Internet, Ultimate 200 Upgrade, Home Wifi)
I have an Arris cable modem:

ARRIS DOCSIS 3.0 / PacketCable 2.0 Touchstone Residential Gateway
HW_REV: 6
VENDOR: Arris Interactive, L.L.C.
BOOTR: 2.2.0.27
SW_REV: 9.1.103J5.SIP.PC20.TW
MODEL: TG1672G

I have an Apple Airport Xtreme router (same issue experienced when I'm directly connected to the modem)
Here are the results of a tracert to Google:

Tracing route to google.com [2607:f8b0:4006:80f::200e]
over a maximum of 30 hops:
1 6 ms 3 ms 4 ms 2604:2000:a11c:f400:92c7:92ff:fee5:c187
2 31 ms 25 ms 22 ms 2604:2000:afc0:4::1
3 243 ms 264 ms 253 ms 2604:2000:0:4::1:b36
4 290 ms 294 ms 298 ms 2604:2000:0:4::1:50
5 260 ms 249 ms 251 ms 2001:1998:0:4::360
6 288 ms 283 ms 271 ms 2001:1998:0:4::16e
7 241 ms 264 ms 244 ms 2610:18:182:4000::95
8 218 ms 211 ms 224 ms 2610:18::5101
9 195 ms 207 ms 204 ms 2610:18::2071
10 251 ms 248 ms 252 ms 2610:18:110:8000::2a
11 231 ms 253 ms 249 ms 2001:4860::1:0:3be
12 262 ms 256 ms 273 ms 2001:4860:0:1::134f
13 276 ms 266 ms 249 ms lga25s41-in-x0e.1e100.net [2607:f8b0:4006:80f::200e]

Below are my modem signals during the slow period and fast period.

Fast - http://imgur.com/a/XaEgx
Slow - http://imgur.com/a/aymke

Speedttest results during slow period (don't have recorded results from fast period - but can get them tomorrow if needed - needless to say, download speed spikes sometimes above 200 Mbps and ping is around 15 to 30 ms):


Slow - http://imgur.com/a/17rfq

There is nothing running on my machine during these periods that would cause an issue.

Any help is appreciated!!

7 REPLIES 7
Spectrum Employee

Re: Slow internet between 8 PM and 12 AM

I'm 99% sure you have your images for the "fast" and "slow" reversed, because this image shows critically low signal levels, which absolutely could impact service in a bad way:

This isn't necessarily an ingress case, but it's absolutely a signal power level intermittency issue.  It's physical, in other words.

 

My advice is carefully and thoroughly check all of your cable connectors and wiring.  Look for any loose connectors.  They should be 20 inch-pounds of torque tightened, basically a little bit more than finger tight (but don't super-man tighten it with a 7/16" wrench, that's not good either lol).  I'd actually recommend unscrewing connectors and then looking down inside them for a "suck-out fitting"

 

This is a picture of a suck out fitting (this was was from forcefully cramming the fitting inside a plastic house box with a MoCA filter, instead of making a small jumper sections so it'd fit neatly). It might be hard to see, but the white dielectric and copper center conductor is pulled back about 1/8", and since the connector was barely screwed on to begin with, it's little wonder why the service intermittently dropped (possibly similar to your situation).
suckout fitting example photo

 

In your case, I'd guess it could be outside, and that cooling off temperatures from 8 PM to Midnight are actually causing the stinger to pull out partially; it'd be like an AC plug to a lamp that's barely in the power socket and so the lightbulb in the lamp is buzzing and flickering.  If you remember your physics class, metals do shrink when cooled and expand when heated.

 

There may be more than that, but start by checking every connector you can between the modem and your grounding block.

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Expert

Re: Slow internet between 8 PM and 12 AM

Look at the OP's time stamps on the 2 level pages... The bad levels at 9 AM have good speed and the good levels at 22:00 have poor speeds?

 

 Something is wrong. I wonder if there is a building amplifier that's gone bad or is losing power

 

Observer

Re: Slow internet between 8 PM and 12 AM

I think the signal levels may have been some sort of fluke. If you look at my signals this morning, where the internet is fine, you'll see they look like the slow ones from before. I'll take a snapshot tonight of what the signal levels look like as well when the internet is slow.

 

Fast - http://imgur.com/a/ZfZwm

 

Also, regarding the cable, I can only get a pic of the cable that is in my apartment and runs into the modem. Basically the cable snakes along the ceiling in the apartment hallway (not sure where it goes after that - assuming outside) and then enters the unit. Here's what it looks like:

 

http://imgur.com/a/TCwbe

 

I tightened the cable - so we'll see if that makes a difference.

 

Also, now that the speed is back to normal, just wanted to post a speedtest for reference:

 

http://imgur.com/a/KoBQN

 

Thanks to both of you for your assistance.

 

 

Expert

Re: Slow internet between 8 PM and 12 AM

That center wire looks awfully short.... all connections must be a tad more than finger tight... Apartment? Good luck, many splitter araingements and wiring is awfull and you're at the mercy of bad connections in other suits that twc can't get at.

wU1HjzE

Observer

Re: Slow internet between 8 PM and 12 AM

Thanks MsRaye - I figured as much. That cable did look a bit recessed to me. I tightened it as much as I could (without going overboard) and shifted some things around. Hopefully that helps.
Observer

Re: Slow internet between 8 PM and 12 AM

The internet slowed down again unfortunately. Here's what the signal page is looking like now:

 

http://imgur.com/a/yK7Jb

 

Here's my event log as well:

 

http://imgur.com/a/bdREF

 

Doesn't seem to be a huge difference. If it was a cabling issue, would I expect to see different values on this page during the slow period?

 

Also thought it might be possible it's related to the HUB-L issue referenced here:

 

http://forums.timewarnercable.com/t5/Connectivity/TWC-Maxx-300-20-Service-is-Crippled-to-5-15-Mpbs-a...

Expert

Re: Slow internet between 8 PM and 12 AM

You and the other posters would need to compare hop 2 &3 on tracert's to google.com to see if there is a common server that has issues.