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Intermittent latency spikes and disconnection issues

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Regular Visitor

Intermittent latency spikes and disconnection issues

We are looking for any and all assistance with an intermittent latency spike and disconnection issue that has been on going for over a year, I have contacted customer support dozens of times over the course of the past 6-8 months and still are having an issue, we experience this issue intermittently on multiple devices both wired and wireless, Since the problem has started we have replaced all Ethernet runs and patch cords, We have had two technicians come to the resident and replaced the cable from the utility pole to the house, they have also told us they removed two filters from their equipment on the utility pole to our house. After that we still had the issue, we contacted customer support a few more times, and efforts were fruitless again, so we bought a new router an Asus Wireless AC3100 Gigabit Router (RT-AC3100), after this we we're still having the issue contacted support again and they told us our old modem was the issue, and two days ago we bought a brand new Surfboard SB8200, and we are still experiencing the issue. The issue is mainly seen when playing video games online like Overwatch where the latency on screen just spikes from 50ms to 300+ms consistently and will occasionally drop down to 150ms then back up to 300ms. It's not so much noticed on other devices that we use for netflix due to I assume the buffering it does but we definetely see an issue on real-time connections. I am not sure if this is helpful but this is the event log from our modem today and you can see in the middle one of the customer service reps I spoke to today restarted the modem. 

 

05/30/2020 12:11 2436694061 5 "Dynamic Range Window violation"
05/30/2020 12:11 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
05/30/2020 09:47 2436694061 5 "Dynamic Range Window violation"
05/30/2020 09:47 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
05/30/2020 09:47 2436694061 5 "Dynamic Range Window violation"
05/30/2020 09:47 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
05/30/2020 09:47 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
05/30/2020 09:35 2436694061 5 "Dynamic Range Window violation"
05/30/2020 09:35 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/30/2020 09:33 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
05/27/2020 16:07 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:04 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:04 84000200 3 "SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:04 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:ca:e5:3c:28:f0;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694048 3 "Telnet user logged in from IP address 192.168.100.101."
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a4:98:13:f9:80:31;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

 

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Regular Visitor

Re: Intermittent latency spikes and disconnection issues

If anyone is able to help, I can manage to get information as needed I would just need to know what you guys would need so you have something to look at other then the modem event logs

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Regular Visitor

Re: Intermittent latency spikes and disconnection issues

Adding in some more tests like a constant ping to google dns servers (8.8.8.8) and a tracert to www.comcast.net

And including signal levels on modem

https://imgur.com/a/6nilh0B