Basic Internet Connectivity And Modem Help

[Datajack]

   I've been having consistant issues with general surfing and staying online with world of warcraft since the first week of March. Apparently it seems they may be doing upgrades in my area to support OnDemand and other offerings, but has left me holding the bag with a crippled connection.

Connection was rock solid up until the first week of march, but then started getting packet loss and lag spikes, making general surfing tedious and online gaming unbearable.

After finally getting a field tech to run a dedicated coax line from MPOE to cable modem, surfing has become somewhat resolved with the occasional delay. But still getting delays of higher than 1300+ms to online games such as world of warcraft, unreal tournement, etc.

Following is my cable modem profile: DLINK DCM-202

Downstream Signal
Frequency:  555000000 Hz 
QAM Mode:  256 QAM 
Channel Power: -1.2 dBmV  <----- Was around -10 dBmV prior to new circuit run
SNR:  33.063 dB <----- No change before/after new circuit run, stayed consistantly around 31-33db


Upstream Signal
Channel Id:  1 
Frequency:  24800000 Hz 
Channel Width: 3200000 Hz 
Channel Power: 36.8 dBmV 


DOCSIS1.0 Class of Service Parameters
Class ID 2
Max Downstream Rate (bps) 6600000
Max Upstream Rate (bps) 384000
Upstream Channel Priority 1
Guaranteed Min Upstream Data Rate (bps) 0
Max Upstream Transmit Burst (bytes) 0
Privacy Enable 1

Tracerts through ping plotter have shown there to be approx 30-50%  between the local gateway and the main IP backbone. Here's a tracert on one of these attempts:

Tracing route to www.yahoo-ht3.akadns.net [209.131.36.158]
over a maximum of 30 hops:
 
 1     6 ms     6 ms     8 ms  73.72.120.1
 2     6 ms     *        7 ms  GE-2-39-ur01.pittsburg.ca.sfba.comcast.net [68.87.197.25]
 3    10 ms     9 ms     *     te-8-1-ur02.pinole.ca.sfba.comcast.net [68.87.192.105]
 4    10 ms     9 ms     *     te-9-3-ur03.pinole.ca.sfba.comcast.net [68.87.192.101]
 5    11 ms    24 ms     *     te-8-1-ur01.pinole.ca.sfba.comcast.net [68.87.192.97]
 6     *       12 ms    11 ms  te-9-3-ar01.sfsutro.ca.sfba.comcast.net [68.87.192.93]
 7    13 ms    12 ms    11 ms  68.86.143.9
 8     *        *       11 ms  68.86.90.165
 9    13 ms    11 ms    12 ms  te-4-4.car2.SanJose1.Level3.net [4.79.43.133]
 10    14 ms    18 ms    13 ms  ae-13-53.car3.SanJose1.Level3.net [4.68.123.77]
 11    14 ms    15 ms    20 ms  4.71.112.14
 12    15 ms    13 ms    21 ms  g-0-0-0-p161.msr1.sp1.yahoo.com [216.115.107.59]
 13    14 ms    14 ms    15 ms  te-8-1.bas-a2.sp1.yahoo.com [209.131.32.19]
 14    13 ms    13 ms    14 ms  f1.www.vip.sp1.yahoo.com [209.131.36.158]

Trace complete.

[Datajack]

Adding ping log to www.yahoo.com:

Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=20ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=75ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=17ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Request timed out.
Request timed out.
Request timed out.
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=12ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=21ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=16ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=13ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=156ms TTL=47
Reply from 209.131.36.158: bytes=32 time=137ms TTL=47
Request timed out.
Reply from 209.131.36.158: bytes=32 time=133ms TTL=47
Reply from 209.131.36.158: bytes=32 time=133ms TTL=47
Reply from 209.131.36.158: bytes=32 time=129ms TTL=47
Reply from 209.131.36.158: bytes=32 time=129ms TTL=47
Reply from 209.131.36.158: bytes=32 time=147ms TTL=47
Reply from 209.131.36.158: bytes=32 time=148ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=15ms TTL=47
Reply from 209.131.36.158: bytes=32 time=17ms TTL=47
Reply from 209.131.36.158: bytes=32 time=12ms TTL=47
Reply from 209.131.36.158: bytes=32 time=14ms TTL=47
Reply from 209.131.36.158: bytes=32 time=16ms TTL=47


<<SNIP>>

Overview:


Ping statistics for 209.131.36.158:
   Packets: Sent = 531, Received = 509, Lost = 22 (4% loss),
Approximate round trip times in milli-seconds:
   Minimum = 12ms, Maximum = 175ms, Average = 18ms

[EG]

For what it is worth, you SNR is borderline at 33dB. It is better at 35dB or higher.

What is the make and model # of your modem ? It is currently registering at D.O.C.S.I.S. 1.0.

The Comcast network is currently at D.O.C.S.I.S. 1.1. Either your's is an older modem that is not capable of functioning at 1.1, or Comcast is not capable of registering it at the current standard.

If your modem is indeed outdated, it would be better if you upgraded it to one that is newer.

Look here and see if your modem is still on the Comcast approved list:

http://media2.comcast.net/anon.comcastonline2/support/help/misc/cmclist.htm

[Datajack]

DLINK DCM-202

Purchased 3 months ago off the shelf from Best Buy soon as I purchased the service.

http://www.dlink.com/products/?pid=323

COMPATIBILITY ASSURANCE
The DCM-202 is DOCSIS® 2.0 CableLabs® Certified™, which ensures compatibility with all DOCSIS compatible cable providers. It is also backwards compatible with DOCSIS 1.1/1.0 standards.

According to comcast's supported list, it does list the model but under the notes section its left blank. Assuming that means nothing out of the norm needs to be done prior to installation. Basically good to go out of the box.

Which it has been, for 3+ months now running rock solid up until the first week of this month.

Only explanation I have is the community that I'm in, in the SF/Bay Area, has been the LAST area to be upgraded up to par with the rest of central calif/bay area to support the increased data network. All cities and regions around have already been up and running 1+ year prior with the Ondemand service and other higher end packages. While we in Antioch and a little of the neighboring town pittsburg have been getting nothing but empty promises from customer support that it will be available the following Quarter, and then the next Quarter, then the Quarter after that....

FINALLY they start making the necessary upgrades to the area to support it, and soon as they do the network starts jacking up.

Yeah I had figured as much of the below norm SNR rating shown, unfortunately the field tech never confirmed connectivity after installing the new circuit from the MPOE to the office. Figured I'd shoot a message to the boards before trying to get them back out here again to try and get it resolved. Was a nightmare already getting them to come out the first time, cancelled my trouble ticket for a tech visit because I had a tech ticket open for a dvr drop off. Assured me the tech dropping off the dvr would have no problem checking the inet circuit out and repair whatever necessary. Lucky me the field tech "wasn't internet trained", so he became like a deer in headlights when I stated that my SNR and channel power was hosed. *sigh*

Annnyways, aside from the SNR issue, about the Docsis. Yeah it does state "Standard Specification Compliant:  DOCSIS 1.1/2.0" under the System Info section of the modems diagnostic screen, but under the signal data it shows the heading "DOCSIS1.0 Class of Service Parameters".

I'm wondering if by chance, prior to all the revamp of the local network if everything was Docsis 1.0 configed. Then they bumped everything up to 1.1 config for supporting the new data/packages. Would that mean they would need to make sure my circuit is provisioned at the office end as Docsis 1.1 for me to get a clean connection? Does Docsis config also even make any kind of affect on the SNR rating?

Only things I have a lead on to get dealt with is A. Get SNR up to a reasonable rate. (assuming its the cable drop from pole to MPOE?!?) and B. Get DOCSIS rating squared away (if network is now 1.1, get with the provisioning group and fix the reason why I'm 1.0).

Either way, this is driving me nuts and want to get it dealt with once and for all. Surfing is unbearable with the stuttering from loss of packets and WoW is totally unplayable.

[BTK]

Datajack,

I suspect that EG is correct about Signal to Noise Ratio (SNR) being the primary cause of the problems you are having, however, it is very doubtful that your cable drop has anything to do with the situation.  SNR is basically a function of the amount of noise on your local Comcast network and only Comcast can do anything to solve that problem. 

About all you can do is call and complain about the service until you get a CSR who knows what he / she is doing.  Make sure you note the CSR's name and get a "ticket number".  If my experience is an indicator, Comcast will insist on setting up an appointment for a cable drop tech who will either tell you nothing is wrong and it must be a problem with your equipment or will tell you it is a signal problem which only plant maintenance can correct.  Based on my experience, the next step will be to schedule another appointment with a plant maintenance tech who will probably not show up.   Comcast will probably tell you the ticket was closed (supposedly because the problem has been fixed) and the appointment was cancelled.  Don't bother asking why you were not contacted about the appointment being cancelled.

I get nervous every time I see a Comcast bucket truck in my neighborhood.  Several plant maintenance techs have told me that they are pretty much playing whack-a-mole and that working on one problem often creates several new problems.

One reason that I rent a modem from Comcast is that it puts all the eggs in their basket.  It is their network, their cable drop, their cable run to the modem (no splitters) and their modem.  If the modem will not stay sync'ed up, it is a Comcast problem.  In spite of that, I have had CSR's tell me that my router or pc is the reason the modem will not sync up.  Makes me wonder about the training they get.

When it is working correctly, Comcast HSI is a good product; it's too bad the customer service side is so poor.  All I can say is to keep calling and firmly / politely insist that Comcast correct the problem and provide the service you are paying for.  It may take a while, but they have eventually addressed all of the service problems I have experienced.

[EG]

>>"SNR is basically a function of the amount of noise on your local Comcast network and only Comcast can do anything to solve that problem. "

That is mainly correct, but ingress can be introduced right at the back of one's modem...

[CajunTek]

---

EG wrote:

>>"SNR is basically a function of the amount of noise on your local Comcast network and only Comcast can do anything to solve that problem. "

That is mainly correct, but ingress can be introduced right at the back of one's modem...

---

Yep....

[Datajack]

Ahh thank ya, yeah I suppose I'll need to get the field tech back out here again then. Hate to have to go through the hoops, but connection is getting REALLY irritating. Get a good download speed of 6megs, but doesn't do any good if the thing freezes sporadically throughout the day.

Anything suggested to specifically relay to field tech? Have stated on the last attempt that the SNR on the downstream is below the expected range that it should be, but apparently didn't have much luck with that.

Message Edited by Datajack on 04-01-200710:35 AM