isp trouble

blue_commet · 05-05-2011, 02:16 PM

I am a time warner customer and ever since i moved 7 months ago i have been plagued with slowing/non responding internet. I pay for their 10/1mbps package which 75 percent of the time works flawlessly but for the other 25 percent it is slow or completely unusable due to outrageous pings and more recently packet loss(im more than sure they have oversold their bandwith). I've looked into other isp's to see which deliver to me and the only one ive found is att's uverse. Does anyone know anything i can do to get time warner to fix the issues in my area, and also how reliable att uverse is. Any help is much appreciated.
This was taken last nite:
http://www.pingtest.net/result/39904332.png

Amun · 05-05-2011, 02:26 PM

Try a program like pingplotter to get figure out if this problem happens at a certain time each day or if it's random. If it's daily, it's probably from not enough node capacity and you should call and complain. Comcrap had the same problems at my current place when I moved in, but the problem went away after a year of complaining (I like to think my complaining had an effect).

If you want to switch, a friend of mine has uverse and says it's fine for gaming or whatever.

blue_commet · 05-05-2011, 02:48 PM

Just used pingplotter...http://i1086.photobucket.com/albums/...ingPlotter.png
This Bad?
Also this happens on mostly nights and weekends.

blue_commet · 05-06-2011, 06:01 AM

Bump.
Anyone else know what i can do or how good uverse is?
3rd day of high ping/packet loss making my internet unusable.
http://www.speedtest.net/result/1284098040.png
http://www.pingtest.net/result/39977458.png

tr0n187 · 05-06-2011, 06:49 AM

have you opened a ticket with your ISP? yes it could be over subscription, or it could be a dirty circuit. There are probably hundreds of things that can cause latency, here are a few things that would be helpful to know:

1. what kind of devices do you have on your end?
2. have you tried resetting the modem/router/switch?
3. Have you checked logs in your router or modem?
4. are there are lot of people that may be using your internet around that time?
5. is your wireless secure?

I am assuming this is a cable service, you can provision your modem by going to 192.168.100.1 (or .2 in some cases). There you can check modem logs to see if you are losing signal. Your modem may also display the SNR (Signal to Noise Ratio) which (by our standards) should be between 30 and 60 dBmV downstream.

It's also possible that your modem is not syncing right with the CMTS on the ISP side.

TL;DR call your ISP and open a ticket.

Almost forgot about Uverse. I have not used this service personally, but I have heard mixed reviews from co-workers. The reviews are basically 2 extremes, god awful or amazing. It seems like distance from the provider may be a factor. Also if you use VPN stuff, Uverse seems to have some issues with that apparently, of course it could be our IT setup so take that with a grain of salt

rotNdude · 05-06-2011, 09:17 AM

Quote:

Originally Posted by blue_commet

Also this happens on mostly nights and weekends.

Time Warner is cable. Cable Internet is a shared connection and if your neighborhood is oversubcribed, you and all your buddies are sharing that same cable.

As previously mentioned, you need to get the ISP involved.

blue_commet · 05-06-2011, 10:24 AM

Quote:

Originally Posted by tr0n187

have you opened a ticket with your ISP? yes it could be over subscription, or it could be a dirty circuit. There are probably hundreds of things that can cause latency, here are a few things that would be helpful to know:

1. what kind of devices do you have on your end?
2. have you tried resetting the modem/router/switch?
3. Have you checked logs in your router or modem?
4. are there are lot of people that may be using your internet around that time?
5. is your wireless secure?

I am assuming this is a cable service, you can provision your modem by going to 192.168.100.1 (or .2 in some cases). There you can check modem logs to see if you are losing signal. Your modem may also display the SNR (Signal to Noise Ratio) which (by our standards) should be between 30 and 60 dBmV downstream.

It's also possible that your modem is not syncing right with the CMTS on the ISP side.

TL;DR call your ISP and open a ticket.

Almost forgot about Uverse. I have not used this service personally, but I have heard mixed reviews from co-workers. The reviews are basically 2 extremes, god awful or amazing. It seems like distance from the provider may be a factor. Also if you use VPN stuff, Uverse seems to have some issues with that apparently, of course it could be our IT setup so take that with a grain of salt

Have reset router multiple times and have test internet both wired and wireless with 2 different computers and both have high ping and packet loss. None of my pc's are using up bandwith and im pretty sure my connection is secure (connected devieces are all correct).

Sorry for the ammount of text here.
Connection Status
Procedure Status Comment
Acquire Downstream Channel 705000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK ---
Security Enabled BPI+

Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 1 Symbol rate 5360537
Downstream Frequency 705000000 Hz Downstream Power -3.8 dBmV
SNR 37.3 dB

Upstream Channel
Lock Status Locked Modulation QAM16
Channel ID 10 Symbol rate 2560 Ksym/sec
Upstream Frequency 19000000 Hz Upstream Power 39.8 dBmV

Heres the event log
Fri May 06 17:20:15 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Thu May 05 09:36:24 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu May 05 01:51:24 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out

blue_commet · 05-06-2011, 10:26 AM

Quote:

Originally Posted by rotNdude

Time Warner is cable. Cable Internet is a shared connection and if your neighborhood is oversubcribed, you and all your buddies are sharing that same cable.

As previously mentioned, you need to get the ISP involved.

Contacted them and they say they have no clue as to why there is a problem and are sending a technition sometime to look at somthing in my area.

05-06-2011, 10:35 AM

Your best bet will be to do some trace routes to various URL's and copy paste them to show the high latency and packet loss. If you don't know how to do this, open a command prompt window by typing in "CMD" in the Start menu search box and right click it and run as administrator then type:

Code:

 tracert store.steampowered.com

hit [ENTER] and wait for it to get the the 30th hop then right click at the start select mark and highlight it all and press [ENTER] and paste it into your support email. You might want to perform a few of these to different URL's like MSN and Google

FluffyBunni · 05-06-2011, 11:06 AM

I have a BRILLIANT idea...why dont you call and complain? *gasp*

blue_commet · 05-06-2011, 11:33 AM

Did that already...kinda first thing i did.

FluffyBunni · 05-06-2011, 11:54 AM

Then keep calling. I had to have 3 techs, 2 second level techs, and a line tech come out for comcast to finally admit there was a problem and they needed to fix it.

tr0n187 · 05-06-2011, 12:19 PM

you could try to unplug the coax cable for about 5min. You NEED to leave the coax out for a while so it will kill the connection to the CMTS and everything will reset. This is your best option on your end to try, otherwise keep hounding your ISP.

05-05-2011, 02:16 PM	#1
blue_commet Join Date: Mar 2010 Reputation: 14 Posts: 148	isp trouble I am a time warner customer and ever since i moved 7 months ago i have been plagued with slowing/non responding internet. I pay for their 10/1mbps package which 75 percent of the time works flawlessly but for the other 25 percent it is slow or completely unusable due to outrageous pings and more recently packet loss(im more than sure they have oversold their bandwith). I've looked into other isp's to see which deliver to me and the only one ive found is att's uverse. Does anyone know anything i can do to get time warner to fix the issues in my area, and also how reliable att uverse is. Any help is much appreciated. This was taken last nite: http://www.pingtest.net/result/39904332.png

05-05-2011, 02:48 PM	#3
blue_commet Join Date: Mar 2010 Reputation: 14 Posts: 148	Just used pingplotter...http://i1086.photobucket.com/albums/...ingPlotter.png This Bad? Also this happens on mostly nights and weekends. Last edited by blue_commet: 05-05-2011 at 03:06 PM.

05-06-2011, 06:49 AM	#5
tr0n187 Join Date: Aug 2009 Reputation: 108 Posts: 791	have you opened a ticket with your ISP? yes it could be over subscription, or it could be a dirty circuit. There are probably hundreds of things that can cause latency, here are a few things that would be helpful to know: 1. what kind of devices do you have on your end? 2. have you tried resetting the modem/router/switch? 3. Have you checked logs in your router or modem? 4. are there are lot of people that may be using your internet around that time? 5. is your wireless secure? I am assuming this is a cable service, you can provision your modem by going to 192.168.100.1 (or .2 in some cases). There you can check modem logs to see if you are losing signal. Your modem may also display the SNR (Signal to Noise Ratio) which (by our standards) should be between 30 and 60 dBmV downstream. It's also possible that your modem is not syncing right with the CMTS on the ISP side. TL;DR call your ISP and open a ticket. Almost forgot about Uverse. I have not used this service personally, but I have heard mixed reviews from co-workers. The reviews are basically 2 extremes, god awful or amazing. It seems like distance from the provider may be a factor. Also if you use VPN stuff, Uverse seems to have some issues with that apparently, of course it could be our IT setup so take that with a grain of salt Last edited by tr0n187: 05-06-2011 at 06:57 AM.

05-06-2011, 10:35 AM	#9
King-Martin Guest Posts: n/a	Your best bet will be to do some trace routes to various URL's and copy paste them to show the high latency and packet loss. If you don't know how to do this, open a command prompt window by typing in "CMD" in the Start menu search box and right click it and run as administrator then type: Code: tracert store.steampowered.com hit [ENTER] and wait for it to get the the 30th hop then right click at the start select mark and highlight it all and press [ENTER] and paste it into your support email. You might want to perform a few of these to different URL's like MSN and Google

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05-05-2011, 02:26 PM	#2
Amun Join Date: Apr 2008 Reputation: 355 Posts: 4,155	Try a program like pingplotter to get figure out if this problem happens at a certain time each day or if it's random. If it's daily, it's probably from not enough node capacity and you should call and complain. Comcrap had the same problems at my current place when I moved in, but the problem went away after a year of complaining (I like to think my complaining had an effect). If you want to switch, a friend of mine has uverse and says it's fine for gaming or whatever.

05-06-2011, 06:01 AM	#4
blue_commet Join Date: Mar 2010 Reputation: 14 Posts: 148	Bump. Anyone else know what i can do or how good uverse is? 3rd day of high ping/packet loss making my internet unusable. http://www.speedtest.net/result/1284098040.png http://www.pingtest.net/result/39977458.png

05-06-2011, 11:06 AM	#10
FluffyBunni Join Date: Jan 2005 Reputation: 38 Posts: 297	I have a BRILLIANT idea...why dont you call and complain? gasp

05-06-2011, 11:33 AM	#11
blue_commet Join Date: Mar 2010 Reputation: 14 Posts: 148	Did that already...kinda first thing i did.

05-06-2011, 11:54 AM	#12
FluffyBunni Join Date: Jan 2005 Reputation: 38 Posts: 297	Then keep calling. I had to have 3 techs, 2 second level techs, and a line tech come out for comcast to finally admit there was a problem and they needed to fix it.

05-06-2011, 12:19 PM	#13
tr0n187 Join Date: Aug 2009 Reputation: 108 Posts: 791	you could try to unplug the coax cable for about 5min. You NEED to leave the coax out for a while so it will kill the connection to the CMTS and everything will reset. This is your best option on your end to try, otherwise keep hounding your ISP.