Basic Internet Connectivity And Modem Help

[SMeadows]

This is going to be a copy/paste of everything I have gathered regarding my issue.

I have been having this problem in the evenings, intermittently since December. 2.5 years of service prior was stable, then WHAM! I have had 6 tech visits, with 4 different techs. A batch of postings on dslreports.com. Multiple calls with support including a lengthy dialog with "Make It Right" to no avail...

Everything has checked out on my end, signals, hardware, wiring, etc. I have literally been researching this issue for months with no verdict and almost no sanity left. I have no other HSI option otherwise I'd have bolted long ago.

MY hunch is there is overloading in my immediate vicinity and/or local hardware/software is outdated or not configured properly to handle the ever increasing loads. I do not use massive amounts of bandwidth(50-60GB per month), I only ask for a consistent connection during peak hours.

Power levels have stayed consistent, even during the bad periods. When the problem occurs, it seems to be an upload issue but I cannot confirm that.

I want to note that I have been researching this issue since December, almost religiously. I have yet to find a resolution in any form for folks experiencing this issue on any website, forum, or blog. Everything I have read points to one of 3 issues:

1) Oversubscibing
2) Line/fiber damage locally that is only noticable during peak hours
3) Noise ingress (upstream)

All issues are not end-user caused, thus it takes an extra kick in the pants and/or monetary expediture from comcast to resolve. Its not promising based on my experience so far that anything will ever get resolved. Techs and CSRs assume (based on partial truth) that all issues are of customer origin and/or are easily identifiable. The truth is, it may take someone monitoring a line for 24 hours to SEE the problem, much less diagnose the cause and whom to contact to properly resolve it. I have all but lost faith that comcast is the type of company with the capacity to do that. I would love to just dump them and be done with it, but I have no other HSI option to turn to.

Modem: Ubee Docsis 3.0 (replaced on original tech visit)

Downstream (4 channel)

dBmV 9.75 9.12 9.37 9.11

RxMER 35.42 35.97 37.09 37.09

Upstream (1 channel)

dBmV 46.00

Just to reiterate, this is an intermittent issue that mostly happens during peak hours with a few outliers, a few nights have been ok and a few times during the day/morning have shown these results.

It all seems to revolve around usage, either locally or regionally, but not within my own home.

Here are three traces without the router in the loop as well as all net-using software disabled.

tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

1 307 ms 98 ms 249 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 255 ms 210 ms 19 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 108 ms 62 ms 35 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 304 ms 445 ms 102 ms pos-3-6-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.201]
5 72 ms 154 ms 19 ms 64.209.107.53
6 43 ms 321 ms 109 ms INTERNAP.TenGigabitEthernet1-2.ar3.DAL2.gblx.net
[208.51.41.58]
7 215 ms 343 ms 152 ms border1.ge1-1-bbnet1.ext1a.dal.pnap.net [216.52.
191.24]
8 149 ms 129 ms 193 ms c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.
tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

1 463 ms 243 ms 140 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 28 ms 245 ms 108 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 318 ms 79 ms 162 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 297 ms 13 ms 395 ms pos-3-5-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.125]
5 297 ms 150 ms 13 ms 64.209.107.53
6 73 ms 148 ms 240 ms INTERNAP.TenGigabitEthernet1-2.ar3.DAL2.gblx.net
[208.51.41.58]
7 33 ms 230 ms 324 ms border1.ge1-1-bbnet1.ext1a.dal.pnap.net [216.52.
191.24]
8 96 ms 261 ms 164 ms c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

1 76 ms 362 ms 419 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 400 ms 142 ms 392 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 9 ms 189 ms 260 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 230 ms 188 ms 51 ms pos-3-8-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.95.197]
5 163 ms 194 ms 10 ms 64.209.107.53
6 178 ms 142 ms 73 ms INTERNAP.TenGigabitEthernet1-2.ar3.DAL2.gblx.net
[208.51.41.58]
7 138 ms 77 ms 449 ms border1.ge1-1-bbnet1.ext1a.dal.pnap.net [216.52.
191.24]
8 124 ms 30 ms 251 ms c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

Shaperprobe results:

Connected to server 217.163.1.74.

Estimating capacity:
Upstream: 4972 Kbps.
Downstream: 35750 Kbps.

The measurement will take upto 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: No shaper detected.
Median received rate: 5075 Kbps.

Downstream: Burst size: 19367-19805 KB;
Shaping rate: 26562 Kbps.

Shaperprobe never seems to show anything wrong with the exception of an occasional packetloss/abort message. Has done that randomly for both up and down.

Something is amiss. I had a tech come out (again) 2 days ago. My experience so far with techs has been cordial but they tend to want to talk around the issue or do not seem to have a firm grasp on what I explain to them, which is unfortunately why, in my view, the problem isn't fixed. Signals are fine, wiring is fine, Hardware and software are fine... They just don't seem capable in my area of solving an issue beyond those parameters. I hate to talk negatively, but it is frustrating. 

When a tech tells me, "If your modem is not disconnection, the problem you are having is not Comcast's fault."   I get a little hot under the hood... The fact that they would even think that uttering such nonsense would be acceptable is sad really.  So either A) they are willfully lying to me or They have no idea what they are talking about.  Both are unacceptable!

Sry for the long post, just wanted to be a thorough as possible.
Thanks so much for your time,

Spencer Meadows

****Wanted to edit in some tracerts showing "normal" returns @8:43am local. First hop still seems high from my understanding.

tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

1 68 ms 29 ms 29 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 7 ms 7 ms 8 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 9 ms 30 ms 9 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 12 ms 12 ms 8 ms pos-3-6-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.201]
5 10 ms 12 ms 10 ms 64.209.107.53
6 38 ms 28 ms 33 ms INTERNAP.TenGigabitEthernet1-2.ar3.DAL2.gblx.net
[208.51.41.58]
7 29 ms 30 ms 30 ms border1.ge1-1-bbnet1.ext1a.dal.pnap.net [216.52.
191.24]
8 29 ms 30 ms 30 ms c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

1 23 ms 39 ms 19 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 36 ms 8 ms 33 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 10 ms 35 ms 10 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 8 ms 9 ms 15 ms pos-3-7-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.205]
5 36 ms 11 ms 35 ms 64.209.107.53
6 30 ms 31 ms 30 ms INTERNAP.TenGigabitEthernet1-2.ar3.DAL2.gblx.net
[208.51.41.58]
7 29 ms 28 ms 30 ms border1.ge1-1-bbnet1.ext1a.dal.pnap.net [216.52.
191.24]
8 33 ms 30 ms 30 ms c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

1 34 ms 29 ms 19 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 9 ms 9 ms 8 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 117 ms 49 ms 11 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 10 ms 10 ms 11 ms pos-3-6-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.201]
5 12 ms 16 ms 41 ms 64.209.107.53
6 29 ms 31 ms 30 ms INTERNAP.TenGigabitEthernet1-2.ar3.DAL2.gblx.net
[208.51.41.58]
7 30 ms 31 ms 46 ms border1.ge1-1-bbnet1.ext1a.dal.pnap.net [216.52.
191.24]
8 31 ms 30 ms 40 ms c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

[langert]

Not having the time or skills to replicate the troubleshooting you've done, I can tell you that I expeirence roughly the same symptoms. I'm in suburban Philadelphia, and have learned to avoid use of HSI between 5PM and about 8PM (some times later), when speed seems to pick up.

Unlike you, we do have the option of Verizon's FiOS in the area (although not all do). I have considered it, but as a former Verizon customer my antipathy for them outweighs my need for a consistent speed. 

I'll be interested to read what, if anything, you learn beyond what you've done so far.

--Larry A.

[SMeadows]

Happening currently.  Signals are solid, as above.

Btw I have Blast!  which is 25/4 in my area iirc.

xfinity speed test:

http://stage.results.speedtest.comcast.net/result/137211272.png

so download speeds are choked off too...

http://www.pingtest.net/result/62332257.png

what a joke!

Shaperprobe

Estimating capacity:
Upstream: 6097 Kbps.
Downstream: 35969 Kbps.

The measurement will take upto 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: Burst size: 10516-10583 KB;
Shaping rate: 4200 Kbps.

Downstream: Measurement aborted due to high packet loss rate.

[SMeadows]

When the tech came out on Friday, he said he had no recourse to solve the problem and literally said to me, "If your modem is not disconnecting then your problem is not Comcast's fault." I was rather appalled. Imagine a power company saying its not their fault if your lights are flickering 3-6 hours a day...

***Update 5/7***

Here are a bunch of numbers to look at. These can and have been replicated with the following:

1) two different modems
2) two different ethernet ports and an NIC card
3) three different computers
4) with router and without



Downstream Power 9.19 9.05 9.50 9.59
dSNR 35.60 36.39 36.84 37.09
Upstream Power 45.50
uSNR (CSRs were unable to "see" the reading)

Signals have remained steady with minor fluctuations.

Traces to comcast.net

C:\Users\Spencer Meadows>tracert www.comcast.net

Tracing route to a1526.g.akamai.net [96.17.75.89]
over a maximum of 30 hops:

1 747 ms 30 ms 130 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 251 ms 12 ms 164 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 122 ms 181 ms 12 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 136 ms 12 ms 205 ms pos-3-5-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.125]
5 259 ms 54 ms 16 ms pos-0-0-0-0-pe01.56marietta.ga.ibone.comcast.net
[68.86.86.82]
6 87 ms 15 ms 182 ms a96-17-75-89.deploy.akamaitechnologies.com [96.1
7.75.89]

Trace complete.

C:\Users\*********>tracert www.comcast.net

Tracing route to a1526.g.akamai.net [96.17.75.105]
over a maximum of 30 hops:

1 186 ms 171 ms 79 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 209 ms 279 ms 238 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 313 ms 316 ms 440 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 355 ms 269 ms 230 ms pos-3-5-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.125]
5 70 ms 17 ms 326 ms pos-0-3-0-0-pe01.56marietta.ga.ibone.comcast.net
[68.86.87.134]
6 33 ms 131 ms 109 ms a96-17-75-105.deploy.akamaitechnologies.com [96.
17.75.105]

Trace complete.

C:\Users\Spencer Meadows>tracert www.comcast.net

Tracing route to a1526.g.akamai.net [23.45.65.19]
over a maximum of 30 hops:

1 350 ms 31 ms 15 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 130 ms 11 ms 57 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 464 ms 14 ms 142 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 93 ms 13 ms 13 ms pos-3-5-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.93.125]
5 171 ms 310 ms 15 ms pos-0-1-0-0-pe01.56marietta.ga.ibone.comcast.net
[68.86.86.86]
6 238 ms 413 ms 202 ms a23-45-65-19.deploy.akamaitechnologies.com [23.4
5.65.19]

Trace complete.

C:\Users\*********>tracert www.comcast.net

Tracing route to a1526.g.akamai.net [23.45.65.41]
over a maximum of 30 hops:

1 573 ms 260 ms 637 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 76 ms 406 ms 12 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 91 ms 64 ms 279 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 16 ms 344 ms 12 ms pos-3-8-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.95.197]
5 132 ms 119 ms 111 ms pos-0-4-0-0-pe01.56marietta.ga.ibone.comcast.net
[68.86.87.138]
6 239 ms 130 ms 21 ms a23-45-65-41.deploy.akamaitechnologies.com [23.4
5.65.41]

Trace complete.

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\*************>tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

1 475 ms 20 ms 190 ms c-76-111-60-1.hsd1.ga.comcast.net [76.111.60.1]

2 217 ms 325 ms 269 ms xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
3 796 ms 298 ms 10 ms xe-10-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.ne
t [68.86.107.46]
4 233 ms 342 ms 393 ms pos-3-8-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.95.197]
5 161 ms 199 ms 61 ms 64.209.107.53
6 244 ms 670 ms 88 ms INTERNAP.TenGigabitEthernet1-2.ar3.DAL2.gblx.net
[208.51.41.58]
7 157 ms 271 ms 154 ms border1.ge1-1-bbnet1.ext1a.dal.pnap.net [216.52.
191.24]
8 99 ms 280 ms 437 ms c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

And finally a ping to the first hop.

C:\Users\****>ping -n 100 76.111.60.1

Ping statistics for 76.111.60.1:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 455ms, Average = 101ms

This is happening every night like clockwork around 7-8pm and persisting through the evening hours, slowly returning to expected performance towards the early a.m. Daytime is mostly unaffected.

I cannot seem to get the techs to escalate the issue to maintenance. To be honest, most of them have the deer-in-the-headlights look when I start talking jargon to them (jitter, ping, latency etc.) I really think a line and hardware inspection on our street/neighborhood is in order but there has been nothing of that sort. Only techs repeatedly showing up and confirming that my system, modem, wiring, etc. are all fine.

I am really running out of patience here, I had another issue tonight while calling in. The CSR acknowledged that the issue is in fact outside my home and transfered me to someone who could set up a maintenance inspection. After a few minutes on hold, a nice lady answered. I explained my problem and she then explained that she was in the sales department and wasn't sure why they sent me to her. She then passed me to someone else who said the only thing they could do was reset my modem and schedule another tech visit... And around and around we go!!!

I hope that when and if this issue is ever resolved, it will be a reference point for future issues of it's ilk.


***5/8***
Issue began again tonight at about 6pm local. Connection was fine during daytime hours. The data has continued to show poor results as above. The past few weeks especially has rendered all realtime applications unusable. Webpages load slowly and in a jerky fashion.  Gaming is impossible, and VOIP if I had it would be junk.

I am going to keep posting here and at dslreports until I am blue in the face.  Customer service will continue to hear from me as well but I will NOT have another tech come out to tell me everything seems fine.  Offical letters will commence shortly.

[i-am-nerdburg]

What modem? Is there a router involved? You may want to give Comcast a call when you are having issues and ask for the uSNR (upstream SNR) and the receive level.

[SMeadows]

All of that info is already in the post....

Ubee Docsis 3.0 (replaced on original tech visit)  U10C035

Issue can be replicated under all of the following circumstances:

1) two different modems
2) two different ethernet ports and an NIC card
3) three different computers
4) with router and without

Lastly, 3 CSR all said they could not "see" the uSNR figure or receive level.

Daytime performance is peachy, nightly it nose dives.

All of my lines and hardware have been check 6 different times by techs since December each time returning a clean bill of health.

[i-am-nerdburg]

Ahh so you did post it already, sorry it was a lot to read and I missed it. Anyhow, these kinds of problems can be really prickly to fix. It sounds like the premise techs have done all they can. You need to have your line monitored by maintenance to figure out what is going, I'd suggest you drop a not to Comcast corporate customer service (we_can_help@cable.comcast.com) and ask for help (send them a link to this thread so you don't have to explain everything again.)

I wouldn't hold out too much hope though of getting things fixed, in my experience if your levels are good and the techs don't see any noise they won't feel anything is wrong. Comcast doesn't really care much about latency and jitter.

[SMeadows]

I figured as much, which is why I have resolved to be as big a pest as possible.  If they truly don't care, I will single-handedly show them why that is a bad idea.  It's bad business and unacceptable. 

Quality of service is more vital to me than bandwidth.  If a company like Comcast can afford to buy up television networks, they can afford to investigate this.  I will not relent on this.  I will not accept apathy.  I will not pay $60 a month for a service that is junk for my modest usage habits.

If the water company was constantly delivering brown water to your tap and claiming that everything is fine because you have water, how would you feel?  Most likely the same way I feel about what's going on here.

[shuck1]

SMeadows,

This is a very typical indication that there is a noise issue in the area it is very hard to find if the wrong people are looking. A maintenance Technician would be best for this type of problem they have the tools to find these kind of issues and they also work hours that will make it so they would be available to see the issue.

The issue could be when a customer comes home turns on there PC Modem or anything electrical in the room or even house it starts shooting a noise signal into the cable plant that is why it happens every time at the same time  

Solution you have to scream bloody murder to call center, supervisors, managers, VP's anyone who will listen.  If you are in the Atlanta area it will be easy to get a Maintenance tech to come out there I would know I was that maintenance tech in Atlanta.

Good Hunting

-CS

[SMeadows]

My suspicions are starting to be confirmed...  I have been asking for a maintenance tech for months now as I know that is the only route that can solve the issue.  I have yet to have one out, every time I call, or have a tech out, they don't have authorization for whatever reason to escalate.  The latest tech told me that unless I have signal issues, he couldn't send maintenance out. I don't get it.

Noise would make total sense but I cannot diagnose it and so far Comcast hasn't even tried, they keep trying to diagnose from me to the pole.  I wish I had the tools, I'd do it myself as I fashion myself pretty adept at troubleshooting.  All the more maddening that this is out of my control.

[SMeadows]

Would they be able to detect the noise from monitoring software (if such a thing exists) at the plant itself or is it a type of thing that can only be diagnosed in the field house by house?

[EG]

FWIW, If it is "noise" in the node, I'll bet that many of your neighbors are being affected as well. Have you tried asking any of them if they are having issues ? The more people that complain in your area the more effective it will be !

[SMeadows]

Yes my brother and sister in-law a street over were having similar results.  The issue is only truly noticable when gaming or on VOIP.  So most browsing, downloading and streaming for the most part aren't greatly impacted as they are not real time intensive. 

******update*******

Steve over at dslreports just shifted me to a less congested channel on the CMTS a few minutes ago and traces and pings are showing better results than I normally get during the day.  We will see how tonight looks once traffic picks up.  Fingers crossed.

http://www.pingtest.net/result/62503112.png

better results than I've seen since getting service 3 year ago.

[EG]

FWIW, it isn't always a noise issue. Sometimes capacity / congestion issues rear their ugly head no matter what some may say that they doesn't exist..