Variable latency, packet loss and slow upload

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I've Been Here Awhile
Posts: 3

Variable latency, packet loss and slow upload

Hello everybody,

This is my first post, and I am doing it because I am tired of complaining to customer support without any resolution to my problems. All they do is diagnose that from their end everything seems to be OK. Sometimes they send a techincian to measure signal levels (which are always OK) and once to replace my modem (no difference). 

I am on the gigabit plan, and currently have the CODA-4582 modem with two black dots, hardware version 1A and software version 2.0.10.24 running in gateway mode. All signal levels are OK. Here is a sample of one of the 32 downstream channels:

port            freq              mod          signal (dbmV)    chan ID        S/N (db)
 21     681000000      256QAM           7.600                 21           40.366

all other ports are within 15% of this one.

and here are the upstream channels:

port       freq                  mod                  signal (dbmV)    chan ID    bandwidth

1       38595687   ATDMA - 64QAM        38.250                 3            3200000

2       30596000   ATDMA - 64QAM        36.250                 1            6400000

3       23700000   ATDMA - 64QAM        35.250                 2            6400000

 

So, from the modem point of view everything is fine. I also get decent download speeds, usually between 900 and 940 Mbps - close enough to 1Gbps

Unfortunately, upload speeds are all over the place and very rarely they go up to the nominal 50 Mbps. Most of the time they hover around 10 Mbps, but in the evening they go down to around 5 Mbps.

Pings to the gateway vary between 4ms and 530ms and packet loss varies between 0 and 30%. Pinging sites on the internet shows similar results.

I am running smokeping to the gateway, google, yahoo and two VPSes I have with two different providers. All graphs show identical pattern. Here is the smokeping for my gateway for last 5 days:

Screenshot_20170305_112151.png

This all points to some kind of congestion, most likely on the upstream path only, but I can't really say where. When I try to explain this to customer support, I get a feeling that they don't understand what I am talking about. They are nice and polite, but I am afraid that this is above their techincal level.

This situation bothers me because I need fast and reliable upload speed (my wife is a graphics designer and she uploads a lot of artwork), I cannot play anything online, and I frequently get disconnected from PSN and my Netflix stops in the middle of streaming. Couple of times I got disconnected from my bank while paying for my bills.

What can I do to escalate this problem to somebody who can actually do something about it?

Thanks for listening to my rant, any help will be apreciated.

 

Dejan

 

*Edited Labels*

Resident Expert
Resident Expert
Posts: 6,139

Re: Variable latency, packet loss and slow upload

one of the moderators will have to approve the image so that its publicly available.  Can you post both the downstream and upstream signal levels.   I'd like to see if you have DOCSIS 3.1 running which can be seen in the OFDM channels. 



I've Been Here Awhile
Posts: 3

Re: Variable latency, packet loss and slow upload

@Datalink Thanks for the quick reply. Here are the DOCSIS status page:

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM 6.800 9 40.366
2 561000000 256QAM 6.400 2 40.366
3 567000000 256QAM 6.300 3 40.366
4 573000000 256QAM 6.300 4 40.366
5 579000000 256QAM 6.800 5 40.366
6 585000000 256QAM 7.000 6 40.946
7 591000000 256QAM 6.600 7 40.366
8 597000000 256QAM 6.500 8 40.366
9 555000000 256QAM 6.000 1 40.366
10 609000000 256QAM 7.300 10 40.946
11 615000000 256QAM 7.300 11 40.946
12 621000000 256QAM 7.200 12 40.366
13 633000000 256QAM 7.600 13 40.946
14 639000000 256QAM 7.600 14 40.366
15 645000000 256QAM 7.600 15 40.366
16 651000000 256QAM 7.400 16 40.366
17 657000000 256QAM 7.600 17 40.946
18 663000000 256QAM 7.800 18 40.946
19 669000000 256QAM 8.000 19 40.366
20 675000000 256QAM 7.900 20 40.366
21 681000000 256QAM 7.600 21 40.366
22 687000000 256QAM 8.000 22 40.366
23 693000000 256QAM 8.300 23 40.946
24 699000000 256QAM 8.500 24 40.366
25 705000000 256QAM 8.200 25 40.366
26 711000000 256QAM 8.300 26 40.366
27 717000000 256QAM 8.900 27 40.946
28 723000000 256QAM 9.000 28 40.366
29 825000000 256QAM 8.300 29 40.366
30 831000000 256QAM 8.000 30 40.366
31 837000000 256QAM 7.500 31 38.983
32 843000000 256QAM 6.700 32 38.983
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 275600000 YES YES YES 3.599998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38595687 ATDMA - 64QAM 38.250 3 3200000
2 30596000 ATDMA - 64QAM 36.250 1 6400000
3 23700000 ATDMA - 64QAM 35.250 2 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
I've Been Here Awhile
Posts: 3

Re: Variable latency, packet loss and slow upload

I am still seeing the same problem. Here is the smokeping to my gateway

for the last 10 days:

Screenshot_20170311_085017.pngRogers support says that they don't see a problem after the investigation. They didn't want to look at my smokeping results. A technician is scheduled to visit my place today again, but I don't have any hope he would be able to solve anything. Everything is fine on my end.

Here is a graph from speedtest.net, upload history. Something changed between February 10 and 14 and I started experiencing this variable upload speeds. The last fairly consistent measurement at ~50Mbps I had on the 10th and then next time on the 14the I had 4.38Mbps. After that it's been all over the place and only occasionally close to ~50Mbps. Here is the graph:

Screenshot_20170311_090253.png

Download has been pretty steady at around 940Mbps during the entire period.

How can I get somebody from Rogers to look at all this evidence?

I Plan to Stick Around
Posts: 9

Re: Variable latency, packet loss and slow upload

I have seen times when using the internet (facebook and online gaiming mostly) where the response in very slow. This has sent me down the path to look into ping. 

 

Here is my setup-

1. Hitron CGN3ROG router / modem

2. ethernet cable from computer to router / modem

3. running "Internet Condutivity Monitor" on Chrome

 

Normal pings are giving me in the 40's ms but also getting pings as high as 1,000 ms.

 

Any thoughts?

 

P.S. location is West London, Ontario

Resident Expert
Resident Expert
Posts: 1,077

Re: Variable latency, packet loss and slow upload

@MTBGCA

what plan are you on? if you're on the Ignite 100u or higher you can swap to the new CODA modem. The CODA modem with the latest beta firmware is great for low latency/ping. However if you notice your latecny goes bad during peak hours then it could be that your area is congested. I would call tech support when you experience the issue and ask them to check your signal and others in your area.

 



I Plan to Stick Around
Posts: 9

Re: Variable latency, packet loss and slow upload

Thanks for the reply but I'm on Ignite 60 so can't get he better modem.

 

I have Ping Plotter Pro running and tracking www.google.com, www.rogers.com and www. pingplotter.com. What is constant is that the average at the router is around 7.5 but at the first hop it's in the mid 20's and final hop in the mid 20's for google and rogers but 51 for pingplotter. I also see some packet loss on each.

 

Thanks again

Resident Expert
Resident Expert
Posts: 1,077

Re: Variable latency, packet loss and slow upload

@MTBGCA when this happens what time is it? during the day or in the afternoon. Congestion could be an issue, but can you log in to the modem and post your DOCSIS WAN signal stats. A weak signal could cause packets to be dropped.

 



I Plan to Stick Around
Posts: 9

Re: Variable latency, packet loss and slow upload

I tried posting this twice earlier in the day and didn't show up.

 

Time of doesn't appear to be a problem, somewhat the same at all times of the day.

 

Here's the router status as 13:13 today:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1609000000256QAM-0.10040.36610
2603000000256QAM-0.40038.9839
3615000000256QAM-0.10038.98311
4621000000256QAM-0.50038.98312
5633000000256QAM-0.50038.98313
6639000000256QAM-0.70040.36614
7645000000256QAM-0.80038.98315
8651000000256QAM-0.70038.98316
9657000000256QAM-0.30038.98317
10663000000256QAM0.10038.98318
11669000000256QAM0.50038.98319
12675000000256QAM1.10038.98320
13681000000256QAM1.50038.98321
14687000000256QAM1.80038.98322
15693000000256QAM2.30038.98323
16699000000256QAM2.40040.36624
17705000000256QAM2.30040.94625
18711000000256QAM2.10040.36626
19717000000256QAM1.90040.36627
20723000000256QAM1.60038.98328
21825000000256QAM1.20038.98329
22831000000256QAM1.20040.94630
23837000000256QAM1.00038.60531
24843000000256QAM1.00038.60532
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1385960003200000ATDMA42.7506
2305960006400000ATDMA41.2504
3237000006400000ATDMA41.0005
Resident Expert
Resident Expert
Posts: 1,077

Re: Variable latency, packet loss and slow upload

@MTBGCA signal levels look excellent, I would say this could be a Node issue.

You could try a hardware swap for a CGN3ACSMR, your plan should be eligible for that since you can't get a CODA.