SOLVED
Hey everyone! I've been seeing this really bad issue with my service since the evening of June 28th. Between the hours of 8:30pm EST- 12:00am EST my latency and available bandwidth will become horribly crippled. Any time before or after those hours it works fine; a super speedy connection (330-360Mbits/down) and really responsive latency times for gaming (sub 20ms pings for local NY servers). I was using a Netgear CM600 (24x8), then ordered a new SB6183, both had the same issues. Then I went to the TWC offices and leased a new Arris DG1670 gateway, which i've been using in bridged mode. Same issues.
I've done the majority of troubleshooting I can with TWC over the phone. I call them almost every evening during those times so they can ping the modem and verify that my issues are there. Then they try to troubleshoot the same basic stuff again, at which point I ask for Tier 3 and speak breifly to someone new about what's going on. I've been logging screen shots for days now. Snaps of modem signal/ power, tracerts and ping logs during the event time, and speedtest bandwith tests.
A tech came out to location and checked lines, signals, etc and all seemed good. Though he came out during hours where it was working fine. None of the appointments are late enough to be done past 8:30pm when the issues are really most present. All I see when he leaves are 300-400ms pings and bandwidth goes down to 5-20Mbps down and 2-4Mbps up. I call back the next night, explain same issues, and the day after and after. They credit me $15 and tell me to call back every week service is consisently poop and i'll get another $15, so I set up a weekly calendar event.
Things that have been done are to the extent of:
- reset modem, reset router, check fittings
- remove the splitter on the line and connect directly before splitter occurs
- check all coax wiring leading to my modem, and coming into the apartment
- unplug/ power down all devices connected to my network and check speeds
- shut down everything and check speeds on a compltely different system
- remove router all togeter and connect modem directly into desktop/ latop and check speeds
- changed modem to three different models, across three different brands
- check all cat6 wiring is secured and no damage to cables
- check that modem isn't overheating
Everything leads me to believe it's just network congestion during peak hours. I've been living in the same area of New York City for over 4 years. Opt'd in for 200 and 300Mbit options as soon as they came on the scene. Only recently, since June 28th, has my line speed has been bottlenecked to 4% of my subscribed, normal, plan dictated speeds. Frankly I wouldn't mind having my connection choked down to 50Mbps during those few hours. What kills me are the ping times of upwards 900ms during gameplay that makes any sort of low latency required for competive gaming impossible. The majority of my time spent on my system is between 9pm-3am daily. So I'd love to see TWC find some downed node or something and own up to the mistake. But really all I can do is keep logging the poor preformance and calling them back for credits.
Sorry for the rant.
Copy and paste the modems signal level and error events without resetting the modem. Also a tracert to google.com when it's fast vs. when it's slow.
If they're ok, I think it's an overloaded node bandwidth capping at the TWC to transport/backbone point.
a TWC "business decission"
This is during peak hour
Downstream
|
|
Upstream
| US-1 | US-2 | US-3 | US-4 | |
| Channel Type | 2.0 | 2.0 | 1.0 | 2.0 |
| Channel ID | 3 | 4 | 1 | 2 |
| Frequency (Hz) | 30600000 | 37000000 | 19400000 | 24200000 |
| Ranging Status | Success | Success | Success | Success |
| Modulation | 64QAM | 16QAM | 16QAM | 64QAM |
| Symbol Rate (KSym/sec) | 5120 | 2560 | 2560 | 5120 |
| Mini-Slot Size | 2 | 4 | 4 | 2 |
| Power Level (dBmV) | 41.50 | 41.50 | 41.50 | 41.50 |
| T1 Timeouts | 0 | 0 | 0 | 0 |
| T2 Timeouts | 0 | 0 | 0 | 0 |
| T3 Timeouts | 1 | 1 | 1 | 0 |
| T4 Timeouts | 0 | 0 | 0 | 0 |
