Suffering Packet loss

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I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

This is the new modem I just picked up tonight and so far its looking better. Right now would be considered a "good time".

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM1.100438.605
2591000000256QAM2.000138.605
3597000000256QAM1.200238.605
4603000000256QAM0.600338.983
5615000000256QAM2.000538.605
6621000000256QAM1.700637.636
7633000000256QAM2.500737.636
8639000000256QAM3.100838.983
9645000000256QAM2.600938.983
10651000000256QAM2.4001037.636
11657000000256QAM2.8001137.636
12663000000256QAM3.9001238.983
13669000000256QAM3.5001338.605
14675000000256QAM2.7001437.636
15681000000256QAM2.2001537.636
16687000000256QAM2.3001637.636
17693000000256QAM1.6001737.356
18699000000256QAM1.1001837.636
19705000000256QAM1.1001937.636
20711000000256QAM2.2002037.636
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM38.50026400000
223700000ATDMA - 64QAM38.75036400000
338596000ATDMA - 64QAM40.75013200000
Resident Expert
Resident Expert
Posts: 6,154

Re: Suffering Packet loss

Signal levels look good for both downstream and upstream, as do the downstream signal to noise ratios.  Basically they are the same as the previous signal levels.  Can you load WinMTR or Pingplotter and run a trace to the end server(s) that you are having problems with and post the text or graphic.   They are both freebies and both will indicate where the delays in the path are, by looking at the ping times and if there is any loss in ping returns.  Pingplotter presents a fairly easy to understand graph, just have to remember to right click on the graph to bring up the display options.

 

http://winmtr.net/

 

https://www.pingplotter.com/

 

It would be interesting to see if there are delay issues at the second hop into the Rogers network.

 



I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

And it just went bad again. Here is the DOCSIS WAN list 

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM1.400438.605
2591000000256QAM2.300138.605
3597000000256QAM1.400238.605
4603000000256QAM1.000338.605
5615000000256QAM2.200538.983
6621000000256QAM2.000637.636
7633000000256QAM2.700737.356
8639000000256QAM3.300838.983
9645000000256QAM2.800938.605
10651000000256QAM2.6001037.636
11657000000256QAM2.9001137.636
12663000000256QAM4.0001238.605
13669000000256QAM3.7001338.605
14675000000256QAM2.8001437.636
15681000000256QAM2.5001537.636
16687000000256QAM2.4001638.605
17693000000256QAM1.8001737.356
18699000000256QAM1.4001837.356
19705000000256QAM1.3001937.636
20711000000256QAM2.5002037.636
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM38.50026400000
223700000ATDMA - 64QAM38.75036400000
338596000ATDMA - 64QAM40.75013200000

As for the Pingplotter test it is showing back some negatives for sure. https://imgur.com/zjrSNYS  and https://imgur.com/W13HjzZ
This is insane... and now I have another agent telling me that he sees nothing wrong. Even though I just had 14% packet loss. And from my own CMD.exe ping to 8.8.8.8

C:\Users\Sol>ping -t 8.8.8.8

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=9ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=9ms TTL=57
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=62ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=32ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=30ms TTL=57
Reply from 8.8.8.8: bytes=32 time=41ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=32ms TTL=57
Reply from 8.8.8.8: bytes=32 time=27ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=34ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=27ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=38ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=39ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57

Ping statistics for 8.8.8.8:
Packets: Sent = 181, Received = 177, Lost = 4 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 62ms, Average = 17ms
Control-C
^C
C:\Users\Sol>ping -t 8.8.8.8

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=27ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=33ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Reply from 8.8.8.8: bytes=32 time=31ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=47ms TTL=57
Reply from 8.8.8.8: bytes=32 time=33ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=32ms TTL=57
Reply from 8.8.8.8: bytes=32 time=28ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=10ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=29ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Reply from 8.8.8.8: bytes=32 time=12ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=39ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=9ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=11ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=14ms TTL=57
Reply from 8.8.8.8: bytes=32 time=40ms TTL=57
Reply from 8.8.8.8: bytes=32 time=13ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57

Ping statistics for 8.8.8.8:
Packets: Sent = 84, Received = 71, Lost = 13 (15% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 47ms, Average = 18ms
Control-C
^C

Resident Expert
Resident Expert
Posts: 6,154

Re: Suffering Packet loss

That ping plot is exactly what I wanted to see.  That second hop, which is after the modem is the entry point into the Rogers network.  So, right at the start, you're running into problems.  Are you running wired or wifi? 



I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

Wired connection

Resident Expert
Resident Expert
Posts: 6,154

Re: Suffering Packet loss

Ok, thanks.   So you called tech support just now and the CSR said everything was good?



I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

Yup the Live Chat guy said that he saw nothing wrong on his end. Only thing he did was ask for my ipconfig/all and then forwarded the ticket to engineering.

Resident Expert
Resident Expert
Posts: 6,154

Re: Suffering Packet loss

Ok, so, he started a ticket anyways and sent it along?  That makes no sense at all.  Either there is a problem, or there isn't?   From looking at the ping plots and your command ping test, there is an issue. 

 

Did he or she give you the ticket number so that you can call back and enquire about the progress?



I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

Exactly what I said. The guy I was just connected to seemed like he had almost no idea or no want to even try and understand the situation. I don't even think he went over my past tickets to get caught up on the issue. Trying another person now in the mean time.

Resident Expert
Resident Expert
Posts: 6,154

Re: Suffering Packet loss

ah, ok, so you have previous tickets on the go?  Have you had two or more tech visits to try to sort this out?