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2nd hop high ping and packet loss

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Regular Visitor

Re: 2nd hop high ping and packet loss

There is a three-way splitter from the street that splits into my modem and a few other locations around the house, but I doubt it's a bandwidth problem since they're all TV's. I didn't find any other odd things going on with corrosion. 

Since this issue only really happens during 3pm-11pm, wouldn't it be a problem with the node? Whenever I stay up late the issue completely goes away on its own. 

Also, is there a general purpose phone number to call to obtain those secret values?

Thanks.

Diamond Problem Solver

Re: 2nd hop high ping and packet loss

The upstream power is borderline / too high and may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems. This typically indicates a return path impairment of some sort (typically excess line attenuation and / or noise ingress somewhere).

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Also check for this;

 

There are three additional signal stats which can't be read by the modem. They can only be read from their end by them polling the CMTS (Cable Modem Termination System) at the local headend facility.

They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

You can call in and ask what these figures are. The Upstream Receive Power Level should fall within the range of -2dB to +2dB with 0dB being in the middle and perfect.

The Upstream SNR should be least 31dB, and the higher it is the better.

The ICFR should be no higher than 2 dB.

You could have an intermittent noise ingress issue in only the upstream channel(s) / return path only somewhere.

They will be able to see whether or not everything is in the green zone and also see a history plot for the modem.

 

Also, as an FYI, this may be being caused by a capacity / traffic congestion issue on your local cable segment / node.

Regular Visitor

Re: 2nd hop high ping and packet loss

They look pretty normal Smiley Happy

image.pngimage.png

Diamond Problem Solver

Re: 2nd hop high ping and packet loss

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?


Regular Visitor

Re: 2nd hop high ping and packet loss

Yes it does. I'm very confident that the problem is outside of my house. 

Diamond Problem Solver

Re: 2nd hop high ping and packet loss

Does the same thing happen with a direct connection to the modem (router out of the mix) ?

Regular Visitor

2nd hop high ping and packet loss

Hi, I am using a wired connection at home to a new router and new modem all with updated firmware. I am experiencing high ping/latency starting at the same time every day (around 3-4pm). It is only noticeable while playing online games such as Overwatch, and it's so bad that I basically can't play because it's like watching a slideshow.

I am home on spring break, and I have zero problems in college so it is not my PC. The following screenshot shows the trace route of the connection to the Overwatch servers, and the second hop is clearly way higher than it should be. Normally the second hop is around 8ms.

I'm wondering if anyone has some suggestions before I call comcast about the problem. 

24.105.62.129.png

C:\Users\x>pathping -q 200 24.105.62.129

Tracing route to 24.105.62.129 over a maximum of 30 hops

  0  DESKTOP-RBPFFN5 [192.168.1.18]
  1  192.168.1.1
  2  96.120.107.73
  3  68.85.139.17
  4  68.86.205.178
  5  68.87.128.253
  6  be-33657-cr02.ashburn.va.ibone.comcast.net [68.86.90.57]
  7  be-10189-pe07.ashburn.va.ibone.comcast.net [68.86.83.66]
  8  as4436-1-c.600wseventh.ca.ibone.comcast.net [173.167.57.138]
  9  ae1-br01-eqdc2.blizzardonline.net [137.221.72.33]
 10     *        *        *
Computing statistics for 450 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           DESKTOP-RBPFFN5 [192.168.1.18]
                                0/ 200 =  0%   |
  1    0ms     0/ 200 =  0%     0/ 200 =  0%  192.168.1.1
                                0/ 200 =  0%   |
  2   96ms     0/ 200 =  0%     0/ 200 =  0%  96.120.107.73
                                0/ 200 =  0%   |
  3  101ms     0/ 200 =  0%     0/ 200 =  0%  68.85.139.17
                                0/ 200 =  0%   |
  4  102ms     0/ 200 =  0%     0/ 200 =  0%  68.86.205.178
                                0/ 200 =  0%   |
  5  102ms     0/ 200 =  0%     0/ 200 =  0%  68.87.128.253
                                0/ 200 =  0%   |
  6  106ms     0/ 200 =  0%     0/ 200 =  0%  be-33657-cr02.ashburn.va.ibone.comcast.net [68.86.90.57]
                                0/ 200 =  0%   |
  7  107ms     0/ 200 =  0%     0/ 200 =  0%  be-10189-pe07.ashburn.va.ibone.comcast.net [68.86.83.66]
                                0/ 200 =  0%   |
  8  104ms     0/ 200 =  0%     0/ 200 =  0%  as4436-1-c.600wseventh.ca.ibone.comcast.net [173.167.57.138]
                                0/ 200 =  0%   |
  9  117ms     0/ 200 =  0%     0/ 200 =  0%  ae1-br01-eqdc2.blizzardonline.net [137.221.72.33]

Trace complete.

Thanks.