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horrendous latency issues (peak of 8 seconds to google.com) - need help
I have a 200mbps plan, and I have been experiencing some terrible latency when using *WIRED* connections. I ran mtr over a period of several hours pinging google.com, and observed that:
1. The latency to the router is around 2ms
2. The latency to the next hop after the modem is ... 4-8 SECONDS... I reset both modem/router and got the same issue. This happened today again (it has happened in multiple days). The standard deviation for latency during the day is around 1 second these days, which is unacceptable.
3. The packet drop rate is around 0.1% across the entire day (I guess this has happened multiple times during my meetings).
4. Throughput is not alwyas an issue but sometimes it is. I saw it go from 200mbps to .... 500kbps sometimes. This is not repeatable, though, and it's not always (though it does coincide sometimes) at the same time as the latency spikes.
For reference, I have a Arris SB8200 modem, and tried TWO routers which didn't seem to matter. One was Asus rt-ax88u, and the other was a Netgear Nighthawk X4 R7500.
I have another house nearby to where this is happening (~1 mile away), and I am NOT seeing these issue there with the same equipment.
It's driving me nuts because when I am in a video call, SOMETIMES I will get hit by the 8 second latency, and at that time it feels like I am talking to someone from the moon due to the insane latency.
What is mega-frustrating is that I got to speak to some Xfinity specialist on the phone previously about this and the summary of the conversation was that I have a problem with "milliseconds". As an outcome of that a tech came by and mentioned that maybe the issue is happening is with the node to which the modem is connected to and that he would open a ticket, but I haven't heard back.
I am getting desperate because due to COVID-19 I am forced to work from home, and I am in meetings >75% of the day, and currently with the connection I have it's getting really really uncomfortable to meet anyone (dropped audio/super-huge lag as I described above).
gtoderici
Frequent Visitor
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9 Messages
4 years ago
This is what I see when running mtr google.com right now (off-peak, ~6pm my time zone). I ran below for about half an hour and saw spikes of over 200ms as highlighted.
Please notice the packet loss which somehow is around 0.3% to google.com. THIS IS ON A WIRED CONNECTION.
Host Loss% Snt Last Avg Best Wrst StDev
1. 192.168.1.1 0.1% 2934 0.6 0.5 0.4 2.9 0.2
2. 96.120.88.113 0.2% 2934 27.5 11.8 4.4 249.9 10.3
3. 96.110.177.13 0.1% 2934 10.8 12.2 4.8 296.1 12.6
4. 162.151.78.129 0.2% 2934 10.1 12.4 7.1 295.9 13.3
5. be-232-rar01.santaclara.ca.sfba.comcast.net 0.1% 2934 26.4 14.7 7.7 289.3 13.9
6. be-299-ar01.santaclara.ca.sfba.comcast.net 0.2% 2934 10.8 15.3 7.7 312.0 22.6
7. 96.112.146.18 0.2% 2933 15.4 11.9 7.6 286.8 9.7
8. 74.125.37.224 0.3% 2933 15.3 13.3 9.2 209.6 9.8
9. 72.14.235.3 0.3% 2933 12.6 13.4 9.2 347.2 10.7
10. sfo03s08-in-f14.1e100.net 0.3% 2933 12.5 13.2 9.2 383.7 10.7
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gtoderici
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9 Messages
4 years ago
The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
Current System Time: Thu Mar 4 17:31:32 2021
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gtoderici
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9 Messages
4 years ago
As I pointed out above, 370ms (0.37s) is when I captured the log. I should have taken a screenshot with the 8 second one. There's no confusion on units.
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Jlavaseur
Problem Solver
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948 Messages
4 years ago
1000 ms = 1 second so a spike of 370 ms is only .37 of a second, out of the 3000 packets you sent the average was .013 of a second, call me crazy but i don't see horrendous latency, I believe the tech told you the problem was "milliseconds" because i believe your confusing milliseconds with seconds which are two different measurements of time
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Jlavaseur
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948 Messages
4 years ago
@EG Thank you, you always have the answers,
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gtoderici
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9 Messages
4 years ago
Digging through the modem logs, I also noticed these messages around the time of super-high latency:
The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.
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Jlavaseur
Problem Solver
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948 Messages
4 years ago
i know nothing about the logs, but when i query google.com i get differnt ips, maybe some load balencing thing i dont know, here it 2 mtr results. this is the google.com you pinged and this is another google.com i ping, very differnt results, also i am curios how you recorded the 8 minute lag, or what told you it was that long
2 Attachments
mtr.png
mtr1.png
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gtoderici
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9 Messages
4 years ago
I'd like to emphasize that the latency I was experiencing is 8 seconds (not minutes).
I also ran mtr from a two different ISPs today and I noticed that the worst of the words in terms of ping to google.com was never above 200-300ms (depending on which ISP I used, but sadly none of which are available at my home address).
However, I am also not experiencing the horrendous latency today on xfinity, so maybe the problem was transient? This has happened a few times over the past 3 months (I can count about 5-6 times).
The problem seems to be hyper-local here where I live because at another property where I also have xfinity and there I don't get such incredible latency spikes (it's very close to the current address ~0.5 miles away). One more time, I am OK with peaks of 300ms, but not 8000ms.
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EG
Expert
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110.1K Messages
4 years ago
@jlavaseur
The reason for the difference. The first one is the west coast. Typical destination server RTT considering the cross-country distance from you.
The second one is east coast. Typical destination server RTT considering it is is local to you. Apples / oranges.
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EG
Expert
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110.1K Messages
4 years ago
@gtoderici Sorry that none of this directly addresses your issue......
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Jlavaseur
Problem Solver
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948 Messages
4 years ago
Sorry I mistyped, it's funny in the late 90s, we would run web servers, dns servers, email servers all on one computer from dialup! It worked just fine, 56k connection, anyway my sister had a older computer that the video would lag during zoom calls, she thought it was the internet connection, well I opened the task manager, set the priority level to a very high one, that allocated more cpu power and memory to her zoom program, fixed her issues
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EG
Expert
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110.1K Messages
4 years ago
Perhaps there is an intermittent capacity / traffic congestion problem on your local cable segment / node. If so, there is not much that you can do about it except to complain persistently ! Good luck !
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gtoderici
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9 Messages
4 years ago
Here's the mtr output from this morning, captured over a period of 75 minutes... the highlights being >5 seconds ping in the worst case, >260ms STANDARD DEVIATION of the ping to all nodes besides my router...
1 Attachment
Screen Shot 2021-03-08 at 11.22.53 AM.png
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Jlavaseur
Problem Solver
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948 Messages
4 years ago
Ok, they look bad, the hops are probably routers with firewalls, so ping flooding them with 4700 ping requests over 75 minutes, you really don't know if it's the network or you got caught up in a firewall
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EG
Expert
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110.1K Messages
4 years ago
The high latency starts between your router and the first hop which is the CMTS at your local headend facility / the Comcast system.
FWIW, I'll state this once again;
"Perhaps there is an intermittent capacity / traffic congestion problem on your local cable segment / node. If so, there is not much that you can do about it except to complain persistently ! Good luck ! "
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