Resolved - Internet issues

[White 1st MRB]

Name: Chris White

Rank: SSgt.

Type of issue: (Software, Hardware, Steam, Not sure) Hardware

Brief Description of Issue: I've been having internet issues that happen off and on where my ping in vent goes crazy upwards of 30k, and i start rubber banding in game with ping jumping to 300's. These events have been happening more often and they seem to always occur at night. I have comcast cable internet with xfinity router/modem ARRIS TG862. I ran a speed test and the results seem to be where they should be ping 12ms, download speed 57.72 mbps, upload 10.94 mbps. I ran the speed test again 3 times during an event and i got download speeds of 57.72, 7, and 30 mbps. I have my computer connected directly with a cable to the router. This issue gets so bad that my fiancee cant steam netflix of the ipad at night sometimes. Then 2 minutes later it settled out and I can play perfectly on the pub with my steady ping in the 60s

***Medical Supply Staff ONLY Below this line***

Current Status: Resolved

Researching

Pending Reply

Resolved

Unresolved

Main Technician: T. Heresy

Supporting Technician: M. Gearhart

Edited April 17, 2014 by Heresy 1st MRB

[Gearhart 1st MRB]

try going into your cmd and type ping google.com and copy and paste the report..not sure if it is relevant but they had me do it for my internet issues.

[Heresy 1st MRB]

From your description one of the key points is that you are having the issue also with other services (Netflix) and other devices. This points to something at a lower level with either the router, modem, or Internet connection. At this point I would suggest calling the Internet provider that you have and request that they run some diagnostics for you to see if they see any problems.

In the mean time you can try taking the router out of the equation by connecting a system directly to the modem to see if you experience the same ping issues. MAKE SURE THE SYSTEM HAS ITS FIREWALL TURNED ON! (I use caps because it is important ) If you do not know for sure the firewall is turned on then please do not connect directly to the router!

Also, have you already restarted all the devices, meaning the modem, router, all computers, and all network connected devices?

Edited March 31, 2014 by Heresy 1st MRB

[White 1st MRB]

I guess I was not clear it is just one device modem/router and I have restarted it with no solution to the problem.

here is the result from cmd-

Microsoft Windows [Version 6.1.7601]

Copyright © 2009 Microsoft Corporation. All rights reserved.

C:\Users\Topher>ping google.com

Pinging google.com [2a00:1450:4013:c01::65] with 32 bytes of data:

Reply from 2a00:1450:4013:c01::65: time=137ms

Reply from 2a00:1450:4013:c01::65: time=136ms

Reply from 2a00:1450:4013:c01::65: time=138ms

Reply from 2a00:1450:4013:c01::65: time=137ms

Ping statistics for 2a00:1450:4013:c01::65:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 136ms, Maximum = 138ms, Average = 137ms

So I should call my provider and ask them to run a diagnostic. Any other questions I should ask them or how exactly should I describe the problem I am having?

[Heresy 1st MRB]

Your ping times are high to Google. I average around 27ms when I ping Google. A ping of 130ish is way too high for your type of connection.

When talking to the Internet support person tell them all the issues as you have described here. You have very high periods of ping responses, Netflix cannot stream, and you cannot use other devices like the iPad. Inform them that you were getting lower ping times before with all of these devices and now even your normal ping to Google is high as well. They should be able to analyze the connection at a basic level easily so they may find something right away.

[Heresy 1st MRB]

Where you able to get a hold of your Internet provider White?

[White 1st MRB]

The call will hopefully be going out tomorrow.

[White 1st MRB]

A tech guy is coming by my house tomorrow. I will have more info after that.

[Heresy 1st MRB]

A tech guy is coming by my house tomorrow. I will have more info after that.

Cool, if you have questions you can try to reach me online.

[White 1st MRB]

So the tech came by and said the issue might be caused by noise on the line and on a neighbors line. He updated fittings both outside and inside. He basically said there was nothing else that can be done about it because of the amount of people in the building complex. So.... I guess I will now wait and see if there is an issue and then probably cancel my internet through this provider if they can not resolve my issue. Do you have any further suggestions?

[White 1st MRB]

I pinged google again to see if there was any improvement.... What should I do here.

Microsoft Windows [Version 6.1.7601]

Copyright © 2009 Microsoft Corporation. All rights reserved.

C:\Users\Topher>ping google.com

Pinging google.com [2800:3f0:4004:800::1005] with 32 bytes of data:

Reply from 2800:3f0:4004:800::1005: time=161ms

Reply from 2800:3f0:4004:800::1005: time=160ms

Reply from 2800:3f0:4004:800::1005: time=159ms

Reply from 2800:3f0:4004:800::1005: time=161ms

Ping statistics for 2800:3f0:4004:800::1005:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 159ms, Maximum = 161ms, Average = 160ms

[Heresy 1st MRB]

It should be in the range of 20-30 ms. I would have them come back out. Sounds like the tech was giving you excuses to get out of there without actually fixing it. Did they replace your modem/router?

[White 1st MRB]

Nope. He only replaced little metal brackets/connecctor things.

[Lafy BAR]

Rather than pinging google can you please do a tracert to the pub and to google?

start by running these when things are working properly and post the results

tracert 208.167.243.207

tracert www.google.com

then next time you are experiencing the the lag run them again so that we can compare the results.

[Heresy 1st MRB]

If the routing to Google is fubar'ed then the provider still needs to be involved since there is nothing that White can do to correct it on his own. It would be interesting to see what kind of mess they have for you.

[White 1st MRB]

During a period of high ping/rubberbanding on the pub

C:\Users\Topher>

Microsoft Windows [Version 6.1.7601]

Copyright © 2009 Microsoft Corporation. All rights reserved.

C:\Users\Topher>tracert 208.167.243.207

Tracing route to 208.167.243.207.choopa.net [208.167.243.207]

over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 10.0.0.1

2 41 ms 28 ms 29 ms 50.134.134.1

3 10 ms 9 ms 10 ms te-7-1-ur01.wheatridge.co.denver.comcast.net [68

.85.221.101]

4 11 ms 10 ms 12 ms te-5-4-ur02.wheatridge.co.denver.comcast.net [68

.86.103.118]

5 22 ms 16 ms 18 ms te-0-10-0-12-ar02.aurora.co.denver.comcast.net [

68.86.103.97]

6 17 ms 15 ms 19 ms 68.86.87.89

7 * * 217 ms he-5-9-0-0-cr01.350ecermak.il.ibone.comcast.net

[68.86.89.41]

8 53 ms 55 ms 59 ms 68.86.88.221

9 57 ms 70 ms 57 ms he-0-12-0-0-pe02.111eighthave.ny.ibone.comcast.n

et [68.86.87.170]

10 57 ms 57 ms 59 ms as4436-1-c.111eighthave.ny.ibone.comcast.net [17

3.167.57.162]

11 61 ms 55 ms 54 ms as20473.ae7.ar1.nyc3.us.nlayer.net [69.31.34.62]

12 57 ms 55 ms 54 ms vl104-as1.pnj1.choopa.net [108.61.79.90]

13 56 ms 55 ms 56 ms 208.167.243.207.choopa.net [208.167.243.207]

Trace complete.

C:\Users\Topher>tracert www.google.com

Tracing route to www.google.com [2607:f8b0:4010:801::1014]

over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2601:1:8300:349:21d:d6ff:fe6e:57a1

2 38 ms 27 ms 19 ms 2001:558:6040:13::1

3 11 ms 10 ms 1567 ms te-7-1-ur02.wheatridge.co.denver.comcast.net [20

01:558:1c2:77::1]

4 28 ms 12 ms 14 ms te-0-10-0-12-ar02.aurora.co.denver.comcast.net [

2001:558:1c0:95::1]

5 14 ms 15 ms 15 ms he-3-4-0-0-cr01.denver.co.ibone.comcast.net [200

1:558:0:f6a5::1]

6 11 ms 12 ms 12 ms xe-2-1-2-0-pe01.910fifteenth.co.ibone.comcast.ne

t [2001:558:0:f885::2]

7 25 ms 13 ms 13 ms as15169-3-c.910fifteenth.co.ibone.comcast.net [2

001:559:0:9::6]

8 13 ms 12 ms 13 ms 2001:4860::1:0:7a4

9 12 ms 26 ms 27 ms 2001:4860::8:0:3426

10 38 ms 53 ms 39 ms 2001:4860::8:0:2cb6

11 38 ms 37 ms 38 ms 2001:4860::1:0:21

12 38 ms 39 ms 38 ms 2001:4860:0:1::3d5

13 38 ms 36 ms 38 ms nuq04s19-in-x14.1e100.net [2607:f8b0:4010:801::1

014]

Trace complete.

C:\Users\Topher>

[White 1st MRB]

I believe a time of normal internet speed.

Microsoft Windows [Version 6.1.7601]

Copyright © 2009 Microsoft Corporation. All rights reserved.

C:\Users\Topher>tracert 208.167.243.207

Tracing route to 208.167.243.207.choopa.net [208.167.243.207]

over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1

2 36 ms 28 ms 29 ms 50.134.134.1

3 10 ms 11 ms 11 ms te-7-1-ur01.wheatridge.co.denver.comcast.net [68

.85.221.101]

4 10 ms 11 ms 10 ms te-5-4-ur02.wheatridge.co.denver.comcast.net [68

.86.103.118]

5 13 ms 15 ms 15 ms te-0-10-0-12-ar02.aurora.co.denver.comcast.net [

68.86.103.97]

6 12 ms 11 ms 15 ms 68.86.87.89

7 41 ms 35 ms 36 ms he-5-9-0-0-cr01.350ecermak.il.ibone.comcast.net

[68.86.89.41]

8 59 ms 54 ms 55 ms 68.86.88.221

9 54 ms 53 ms 54 ms he-0-12-0-0-pe02.111eighthave.ny.ibone.comcast.n

et [68.86.87.170]

10 58 ms 57 ms 58 ms as4436-1-c.111eighthave.ny.ibone.comcast.net [17

3.167.57.162]

11 56 ms 54 ms 65 ms as20473.ae7.ar1.nyc3.us.nlayer.net [69.31.34.62]

12 88 ms 56 ms 55 ms vl104-as1.pnj1.choopa.net [108.61.79.90]

13 54 ms 55 ms 54 ms 208.167.243.207.choopa.net [208.167.243.207]

Trace complete.

C:\Users\Topher>tracert www.google.com

Tracing route to www.google.com [2607:f8b0:4001:c00::6a]

over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2601:1:8300:349:21d:d6ff:fe6e:57a1

2 32 ms 15 ms 20 ms 2001:558:6040:13::1

3 11 ms 9 ms 11 ms te-7-1-ur02.wheatridge.co.denver.comcast.net [20

01:558:1c2:77::1]

4 31 ms 11 ms 15 ms te-0-10-0-12-ar02.aurora.co.denver.comcast.net [

2001:558:1c0:95::1]

5 13 ms 31 ms 15 ms he-3-4-0-0-cr01.denver.co.ibone.comcast.net [200

1:558:0:f6a5::1]

6 10 ms 15 ms 12 ms xe-4-0-1-0-pe01.910fifteenth.co.ibone.comcast.ne

t [2001:558:0:f8ad::2]

7 11 ms 14 ms 12 ms as15169-3-c.910fifteenth.co.ibone.comcast.net [2

001:559:0:9::6]

8 12 ms 11 ms 12 ms 2001:4860::1:0:24db

9 13 ms 14 ms 13 ms 2001:4860::8:0:3427

10 23 ms 28 ms 22 ms 2001:4860::8:0:4cde

11 24 ms 23 ms 22 ms 2001:4860::2:0:7ef

12 * * * Request timed out.

13 21 ms 23 ms 24 ms ib-in-x6a.1e100.net [2607:f8b0:4001:c00::6a]

Trace complete.

C:\Users\Topher>

[Lafy BAR]

It appears as though your network problems ended before you ran the tracert's. These are not showing the lag previously indicated by your pinging. Can you try to catch it again?

[White 1st MRB]

can do

[Heresy 1st MRB]

They have already seen noise in the line.

So the tech came by and said the issue might be caused by noise on the line and on a neighbors line. He updated fittings both outside and inside. He basically said there was nothing else that can be done about it because of the amount of people in the building complex.

Personally I would call them back and say that it was not like this before and they should fix it regardless. Have them send out another tech who is willing fix the problem or run another line if possible. Threaten leaving them if they do not want to send out a tech again (make sure it is a different one). If the provider is unable or unwilling to fix it then they should be dropped for another alternative if available in your area.

[Heresy 1st MRB]

Did you get a chance to call them back yet?

[Downs]

This sounds like an ISP problem. 57mb/s is screaming fast, so if its rubber banding so bad it sounds like the lines are being overused by your ISP. (ie) Theres too much bandwidth being used locally on the main lines. The fact this happens at night during peak hrs isnt surprising. Call them again and again until they fix this issue, or stop paying for 50+ mbs internet. The fact they have screwed up will allow you to bail on a contract. Also them just changing the connectors is an insult.

Edited April 10, 2014 by Downs 1st MRB

[White 1st MRB]

yeah I will call them again tomorrow and complain

[Heresy 1st MRB]

Tell them to "Clamp it down and FIX IT!"

https://screen.yahoo.com/thursday-fix-000000027.html

[Heresy 1st MRB]

Did you get a chance to call them yet? I'm eager to know since it makes me mad since they did not fix it the first time for you!

[White 1st MRB]

I have decided to cancel my internet through this provider and switch to hopefully a better one. Thank you for all your help. Lets call this issue resolved.