Participant

Still having terrible speeds- fluctuates- 4 months running

I'm starting to wish TWC wasn't the only game in town, because if I had another option, I'd cancel so fast and never look back...I posted before. Months ago. I have for 4 months had this issue of speeds that fluctuate. Honestly, it's usually fine, but one day a week usually things are terrible...I am currently having speeds below 100kbps, and this has been going on since Wednesday evening. I have had 4 house calls from techs...no resolution, and no one thought it best to escalate the issue further up the food chain to finally resolve the issue. 

I've tried 2 modems, 2 routers, hardwired to router to modem, wireless- all the same issue. Last night, I ran a tracert to google- the 3rd hop, something awful is happening...does this tell me the problem is definitely not in my apartment and somewhere outside? I would assume the first hop is to the router and the second is to the modem or the tap going into the house? Any idea if this is evidence enough, added to all my other issues and house visits, to have them escalate it further? I have a tech visit scheduled for this wed at 8am, but I have no faith the guy will be able to solve it...one thing that tends to happen is he tests from speedtest.net which for some reason shows really great speeds, but speedof.me and testmy.net both show awful speeds- I know speedtest.net is inaccurate because I can barely get the test page to load, plus youtube "stats for nerds" shows a connection speed of almost nothing, plus videos buffer for minutes, videos won't load, and my roku won't even connect to vudu streaming at all. 

I don't get why they can't send someone out to check all the lines going into my building, the head end down the line, etc. There is something definitely wrong, and it's not in my apartment because every modem or router I try has the same issue. I don't get why for a week at a time, I have no issues and great speed, then suddenly it drops down to nothing, I was called by a rep before who claimed they were updating service in my area, but then someone here on the forums checked and said there are no upgrades in my area, so I don't even think TWC can get their stuff straight to resolve this to begin with. Maybe the Charter takeover will be a godsend? Or maybe worse...

I watched an entire movie on netflix earlier in 1080p, crystal clear, 2 hours long, no issues, no changing resolution even once, so it's very confusing.

Any suggestions on how to get them to escalate this would be great. I am tired of paying $40 a month for a service that is unusable. Plus if there's any way that this tracert tells me anything, that'd be awesome too. Thanks so much anyone for any suggestions.

Tracing route to google.com [216.58.192.174]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms 192.168.1.1
2 12 ms 11 ms 11 ms 142.xxx.xxx.xxx
3 1749 ms 1984 ms 2130 ms ae63.vrslky1502h.midwest.rr.com [74.128.5.141]
4 2348 ms * 1057 ms be32.rcmdkyat02r.midwest.rr.com [65.29.29.214]
5 2145 ms 2324 ms 2386 ms be26.clmkohpe01r.midwest.rr.com [65.189.140.168]
6 1936 ms 2118 ms 2213 ms bu-ether35.chctilwc00w-bcr00.tbone.rr.com [107.14.19.60]
7 2398 ms 2445 ms 1456 ms bu-ether11.chcgildt87w-bcr00.tbone.rr.com [66.109.6.20]
8 2186 ms 2388 ms 2368 ms 216.3.52.41
9 2223 ms 2261 ms 2407 ms 216.3.52.54
10 * * * Request timed out.
11 2239 ms 2204 ms 1635 ms 216.239.42.151
12 2213 ms 2367 ms 2403 ms ord36s02-in-f14.1e100.net [216.58.192.174]

Trace complete.

also my current modem levels: 


DownstreamBonding Channel Value
Channel ID10 13 14 15 
Frequency825000000 Hz 843000000 Hz 849000000 Hz 855000000 Hz 
Signal to Noise Ratio37 dB 37 dB 37 dB 37 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
9 dBmV  9 dBmV  9 dBmV  8 dBmV  

 

UpstreamBonding Channel Value
Channel ID18 17 19 20 
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID13802 13802 13802 13802 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level42 dBmV 41 dBmV 42 dBmV 42 dBmV 
Upstream Modulation[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID10 13 14 15 
Total Unerrored Codewords148677285 148678450 148678452 148678454 
Total Correctable Codewords257 14 14 
Total Uncorrectable Codewords1590 666 665 661 



=========================

 

Here are speedtests to show how it fluctuates over two days:

   TIME         DOWN        TIME         UP

33:38.30.0633:38.30.01 
34:51.60.0634:51.60.01 
37:25.40.1337:25.40.02 
38:36.00.2238:36.00.01 
41:38.90.0741:38.90.01 
46:43.70.0746:43.70.05 
49:20.90.0749:20.90.01 
50:54.80.0850:54.80.01 
52:22.00.0652:22.00.01 
59:00.50.0659:00.50.03 
00:21.70.100:21.70.58 
05:04.00.0805:04.00.01 
21:53.917.2921:53.91.32 
24:02.117.9924:02.11.34 
32:18.918.3132:18.91.31 
36:33.116.5936:33.11.14 
53:04.811.653:04.81.07 
02:32.91.4602:32.90.79 
05:41.77.8405:41.70.89 
14:10.01.2114:10.01.32 
14:59.97.3214:59.90.48 
16:32.42.4616:32.41.09 
17:34.86.2917:34.81.14 
19:41.25.1619:41.21.27 
23:55.00.9223:55.00.72 
41:55.711.1241:55.71.29 
24:09.28.0224:09.21.32 
32:54.60.1332:54.60.1 
33:39.40.8933:39.40.07 
36:37.815.8736:37.80.28 
37:30.40.9537:30.40.06 
38:47.51.8138:47.50.1 
40:03.50.0940:03.50.03 
43:41.70.1143:41.70.07 
47:09.10.0747:09.10.03 

 

 

 

======================

And I just ran a tracert now to google and I get this:

Tracing route to google.com [216.58.192.142]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms 192.168.1.1
2 860 ms 823 ms 863 ms 142.254.154.149
3 960 ms 959 ms 983 ms ae63.vrslky1502h.midwest.rr.com [74.128.5.141]
4 1123 ms 1183 ms 1317 ms be32.rcmdkyat02r.midwest.rr.com [65.29.29.214]
5 1639 ms 1714 ms 1915 ms be27.clmkohpe01r.midwest.rr.com [65.189.140.168]
6 2102 ms 1798 ms 1830 ms bu-ether15.chctilwc00w-bcr00.tbone.rr.com [66.109.6.68]
7 1969 ms 2094 ms 2118 ms bu-ether11.chcgildt87w-bcr00.tbone.rr.com [66.109.6.20]
8 2179 ms 2177 ms 2218 ms 216.3.52.41
9 2237 ms 2225 ms 2238 ms 216.3.52.54
10 * * * Request timed out.
11 1921 ms 1961 ms 1947 ms 216.239.42.149
12 1947 ms 1935 ms 1989 ms ord36s01-in-f14.1e100.net [216.58.192.142]

Trace complete.

 

 

========================

 

MORE INFO:

I should note that sometimes when I reboot the modem, the speeds jump back up significantly- around 20mbps...but not always. About 2 hours ago, I rebooted the modem, checked speeds before and they topped out at 70kbps. After reboot, I got 18mbps. An hour later, it was back down to under 100kbps consistently. It is still running currently around 70kbps according to speedof.me

4 MINS LATER: As you see from my speedof.me tests- I did nothing, no reboot, but the speeds were .07mbps at 9:56 then at 10PM it shot up to 18.93mbps. 

56:55.20.0756:55.20.03 
00:54.818.9300:54.81.35 
56 REPLIES 56
Expert

Re: Still having terrible speeds- fluctuates- 4 months running

you need to get rid of the 4x4 modem, or unplug power for 5 minutes, plug it back in to get 4 adjacent channels.

They will not work well with skipped channels, read my thread on them

 

Participant

Re: Still having terrible speeds- fluctuates- 4 months running

Okay, so I unplugged for 5 mins, and the channels are still not in order. I have pasted below my modem readings after the rest.
I was having very slow speeds just now before the reboot- less than 1mbps. I rebooted after 5 mins, and the speeds shot up to 18mbps.

I do notice that my dbmv is never below 6- a lot of people posting here have signal levels down near 0. Is there nay way to get time warner to resolve this? Do my tracert results posted before show where the problem actually is? Or is that useless?

I tried the SB6141 modem with 8 channels for a full week before...took it back to walmart. Made no difference with this issue. My last house call was set for the end of May, I think...I had 4 days to test things, I saw no issues in those 4 days, so I canceled as the tech was pretty useless in fixing the issue the previous 3 visits. He was going to have them charge me because he didn't think I had any idea what I was talking about, but he made something up about about a damaged line on the form I guess so they wouldn't charge me for the visit.

Anyway- I usually had no issues. This current issue has been pretty clear. I stream a lot of movies on netflix, vudu, amazon at night and I have noticed a lot of buffering or disconnects altogether. Wed night, so we're going on 5 days of this current round of issues. 

Pretty certain based on talking to one of the twc people on the forum here the problem is the entire bldg (pretty small bldg). Need to figure out how to prove that so they can escalate it. Have been screencapping all the tests I run, signal levels, etc as proof. Tracerts to google.com as well. 

I suspect the tech won't be able to fix it- any advice on how to get them to escalate the issue to finally resolve? Any idea what to test next to prove it's not my modem or router (esp since I tried two routers and two modems, mixed and matched, no fix with any combination)? 
Thanks so much. 


DownstreamBonding Channel Value
Channel ID11 12 
Frequency783000000 Hz 789000000 Hz 831000000 Hz 837000000 Hz 
Signal to Noise Ratio37 dB 37 dB 37 dB 37 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
7 dBmV  7 dBmV  8 dBmV  8 dBmV  

 

UpstreamBonding Channel Value
Channel ID18 17 19 20 
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID12880 12880 12880 12880 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level41 dBmV 41 dBmV 42 dBmV 41 dBmV 
Upstream Modulation[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID11 12 
Total Unerrored Codewords3531234 3531445 3531358 3531448 
Total Correctable Codewords13 
Total Uncorrectable Codewords725 510 598 510 
Participant

Re: Still having terrible speeds- fluctuates- 4 months running

Just to add more data...here is the modem signals from a min ago:

DownstreamBonding Channel Value
Channel ID11 12 
Frequency783000000 Hz 789000000 Hz 831000000 Hz 837000000 Hz 
Signal to Noise Ratio37 dB 37 dB 37 dB 37 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
7 dBmV  7 dBmV  7 dBmV  7 dBmV  

 

UpstreamBonding Channel Value
Channel ID18 17 19 20 
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID12880 12880 12880 12880 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level41 dBmV 41 dBmV 42 dBmV 42 dBmV 
Upstream Modulation[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID11 12 
Total Unerrored Codewords58218765 58218962 58217756 58217947 
Total Correctable Codewords54 54 122 187 
Total Uncorrectable Codewords725 510 1655 1407 
Expert

Re: Still having terrible speeds- fluctuates- 4 months running

Looks like there's some ingress as well...

6121's are having issues with scattered channels...

 Your hop 2 and up over 30-50 ms and all high @ 500+ indicates a problem possibly on your end, something is hoarding all your bandwidth. Turn off cloud, dropbox, Itune  sync, onedrive, etc.

 

Participant

Re: Still having terrible speeds- fluctuates- 4 months running

I'm actually not using any of that stuff. I use Plex, but I've never had an issue with it before and used it for years, plus it shouldn't be using bandwidth.

I actually looked and don't even have iTunes Dropbox or one drive on my PC at all right now.
Participant

Re: Still having terrible speeds- fluctuates- 4 months running

I had to look up ingress. I know in my apartment the tech replaced the entire wall outlet and gave me a new coax cable months ago. Took off the splitter in the wall that feed to the bedroom as I don't have cable so had no use for it.

Also went outside and replaced a line outside somewhere out there too, he said. That was about two months ago I guess.
Expert

Re: Still having terrible speeds- fluctuates- 4 months running

verify someone isn't stealing your internet.

 Turn off wps and any guest wireless access.

 Do you have a dedicated drop from the pole or is there an inbuilding panel in the utility room.

 

 

Participant

Re: Still having terrible speeds- fluctuates- 4 months running

I checked that i have no guest access turned on. It's off. I will need to look on the wps to ensure that's not an issue. I'm not sure about the pole.

I did notice when I see the issue then I hlook directly into the modem to my laptop or Roku the problem still exists though. Plus I bought a second router try out and had the same exact issue.

Hmm. Very confusing. I wonder if the tech is the guy to check whether it's from the pole or a utility room? I suspect direct from the pole based on what the last guy said.
Expert

Re: Still having terrible speeds- fluctuates- 4 months running

large buildings usually have cable distributed from a common utility room,

small ones on an outside wall or straight to a pole tap off block, you'll see these with usually 4-8 ports on each: