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How do I fix this packet loss issue

arheinheimer_4arheinheimer_4 Posts: 9 Spectator
edited November 12 in Internet 2021 Archive Aug 01, 2021

Hello I have been having bad packet loss, I have had 4 technicians come to my home and have replaced all cables and modem and router so I know that is not the issue. I ran pingplotter and figured out that the issues stem from bad hops with ip addresses associated with legacy time warner cable. Meaning that those specific hops within spectrum are the reason for my packet loss. I would to be able to share a screenshot of those specific hops and ip addresses with a spectrum technician in order to get these issues solved. I was wondering if there is a way to get the route of my internet redone in order to not have these bad hops in the route. Any help would be greatly appreciated!!!!

Replies

  • Julia_RJulia_R Posts: 4,661 Retired
    Aug 01, 2021


    Good morning!

    Using your registration info I was able to find an account. Provided this is the correct account,

    I do see you have an appointment set up as a repeat visit.


    If you would like to provide some tracerts we would be happy to review those. Please make sure not to be tracing directly to a "hop" IP. We will want to see an entire path to several different websites. I would recommend not tracing to say Google or Facebook. Use sites that are just normal use sites like maybe Target.com or somesuch. Please also make sure to block out your own IP. Command prompt is, in my opinion, the easiest to read, and is what we would want to have if we need to escalate those.

    If you can run an extended ping (also in cmd) for say 3-4 minutes (to those same websites you traced to) and post just the final results that would be good also!

    Julia_R

  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    edited August 2 Aug 02, 2021

    Is this what you are looking for Julia? I have attached my ping plotter results as well as my traceroute! I blurred out my ip address I believe. I do have a repeat appointment on Wednesday but it is with another cable technician so I do not believe they will be able to help with this problem unfortunately. I appreciate any help you can give me as I really need this problem to fixed for my schools zoom classes and just general usability of my internet.


    Tracing route to youtube-ui.l.google.com [2607:f8b0:4009:806::200e]

    over a maximum of 30 hops:


     1  38 ms   1 ms   1 ms 2605:a000:ffc0:5f:d524:1a44:e044:570b

     2  11 ms  12 ms  11 ms 2605:a000:402:5f::1

     3  12 ms  18 ms  19 ms 2605:a000:0:4::2:1163

     4   *    *    *   Request timed out.

     5   *    24 ms  19 ms 2605:a000:0:4::38

     6  25 ms   *    *   2001:1998:0:4::10e

     7   *    *    *   Request timed out.

     8  26 ms  25 ms  26 ms 2001:1998:0:8::60b

     9   *    *    *   Request timed out.

     10  27 ms  27 ms  28 ms 2001:4860:0:100d::e

     11  25 ms  25 ms  29 ms 2001:4860:0:100d::5

     12   *    *    *   Request timed out.

     13  25 ms   *    28 ms 2001:4860::9:4000:eec9

     14  27 ms   *    *   2001:4860:0:1::3e5

     15  25 ms  26 ms  25 ms ord37s19-in-x0e.1e100.net [2607:f8b0:4009:806::200e]


    Trace complete.

  • James_MJames_M Posts: 3,117 ADMIN
    Aug 02, 2021

    Yes, that is correct. Can you add at least two more? Suggestions for sites include Target.com and Water.com

    Thanks!

  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    Aug 02, 2021

    Hello these are the traceroutes for the two websites you suggested. It did not seem to have much trouble with these ones. My real problems come when I try to do zoom calls, play video games, or stream. I hope this helps and I look forward to your advice.

    r>tracert water.com


    Tracing route to water.com [128.136.252.75]

    over a maximum of 30 hops:


     1   1 ms  <1 ms  <1 ms RAC2V1S [192.168.1.1]

     2  15 ms  10 ms  11 ms 142-254-158-021.inf.spectrum.com [142.254.158.21]

     3  25 ms  20 ms  21 ms ae62.kentoh0902h.midwest.rr.com [24.164.98.69]

     4  11 ms  12 ms  11 ms be21.pltsohae01r.midwest.rr.com [24.33.103.54]

     5  17 ms  22 ms  24 ms tge0-15-0-13.clmkohpe02r.midwest.rr.com [65.29.1.40]

     6  27 ms  26 ms  25 ms 107.14.17.252

     7  27 ms  32 ms  27 ms ae-13.edge2.Chicago10.Level3.net [4.68.37.137]

     8   *    *    *   Request timed out.

     9  27 ms  26 ms  27 ms 4.59.30.122

     10  53 ms  54 ms  54 ms be22.bbrt02.chi01.flexential.net [148.66.237.197]

     11  54 ms  52 ms  51 ms be107.bbrt01.lou03.flexential.net [66.51.3.93]

     12  52 ms  52 ms  53 ms be126.bbrt01.lou05.flexential.net [216.26.191.57]

     13  54 ms  52 ms  54 ms be190.bbrt01.nas02.flexential.net [66.51.1.113]

     14  53 ms  57 ms  56 ms be176.bbrt02.nas05.flexential.net [148.66.238.20]

     15  54 ms  53 ms  53 ms be10.bbrt01.nas05.flexential.net [148.66.237.98]

     16  52 ms  54 ms  54 ms be182.bbrt02.atl03.flexential.net [148.66.238.49]

     17  53 ms  52 ms  52 ms be32.crrt02.atl03.flexential.net [66.51.8.138]

     18  52 ms  51 ms  52 ms te0-0-0-0.edge01.atl3.peak10.net [128.136.81.5]

     19  52 ms  57 ms  52 ms 148.66.237.161

     20  51 ms  50 ms  51 ms www.water.com [128.136.252.75]


    Trace complete.

    >tracert target.com


    Tracing route to target.com [151.101.66.187]

    over a maximum of 30 hops:


     1   1 ms   1 ms   1 ms RAC2V1S [192.168.1.1]

     2  12 ms  12 ms  11 ms 142-254-158-021.inf.spectrum.com [142.254.158.21]

     3  26 ms  33 ms  33 ms ae62.kentoh0902h.midwest.rr.com [24.164.98.69]

     4  11 ms  10 ms  11 ms be21.pltsohae01r.midwest.rr.com [24.33.103.54]

     5  19 ms  14 ms  16 ms be25.clmkohpe01r.midwest.rr.com [65.29.1.28]

     6  25 ms  25 ms  24 ms bu-ether31-vinnva0510w-bcr00.tbone.rr.com [66.109.6.54]

     7  27 ms  25 ms  24 ms bu-ether11.chcgildt87w-bcr00.tbone.rr.com [66.109.6.20]

     8  25 ms  26 ms  26 ms 209-18-43-61.dfw10.tbone.rr.com [209.18.43.61]

     9  27 ms  27 ms  24 ms 157.52.127.142

     10  25 ms  24 ms  23 ms 151.101.66.187


    Trace complete.

  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    Aug 02, 2021

    This is what I got when I tries to traceroute zoom. I guess my general confusion is why my internet is routed through legacy time warner cable ip addresses when I have 1 gbps spectrum internet. I would assume if my internet is supposed to be that fast and efficient it wouldn't route through those addresses. I know you guys don't have control over why my internet was initially routed this way I am just confused by it. Thanks again for all of your help.


    >tracert zoom.us


    Tracing route to zoom.us [52.202.62.196]

    over a maximum of 30 hops:


     1  39 ms   1 ms   1 ms RAC2V1S [192.168.1.1]

     2  13 ms  11 ms  27 ms 142-254-158-021.inf.spectrum.com [142.254.158.21]

     3  152 ms  28 ms  28 ms ae62.kentoh0902h.midwest.rr.com [24.164.98.69]

     4  12 ms  11 ms  17 ms be21.pltsohae01r.midwest.rr.com [24.33.103.54]

     5  22 ms  22 ms  24 ms tge0-15-0-13.clmkohpe02r.midwest.rr.com [65.29.1.40]

     6  24 ms  25 ms  25 ms bu-ether31-vinnva0510w-bcr00.tbone.rr.com [66.109.6.54]

     7  28 ms  25 ms  25 ms ge-7-1-6.ar0.cdp01.tbone.rr.com [66.109.10.82]

     8  26 ms  25 ms  32 ms 209-18-43-61.dfw10.tbone.rr.com [209.18.43.61]

     9  26 ms  47 ms  26 ms 99.82.183.112

     10   *    *    *   Request timed out.

     11   *    *    *   Request timed out.

     12   *    *    *   Request timed out.

     13   *    *    *   Request timed out.

     14   *    *    *   Request timed out.

     15   *    *    *   Request timed out.

     16   *    *    *   Request timed out.

     17   *    *    *   Request timed out.

     18   *    *    *   Request timed out.

     19   *    *    *   Request timed out.

     20   *    *    *   Request timed out.

     21   *    *    *   Request timed out.

     22   *    *    *   Request timed out.

     23   *    *    *   Request timed out.

     24   *    *    *   Request timed out.

     25   *    *    *   Request timed out.

     26   *    *    *   Request timed out.

     27   *    *    *   Request timed out.

     28   *    *    *   Request timed out.

     29   *    *    *   Request timed out.

     30   *    *    *   Request timed out.


    Trace complete.

  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    Aug 02, 2021

    >ping -t youtube.com


    Pinging youtube.com [2607:f8b0:4009:814::200e] with 32 bytes of data:

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=26ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=27ms

    Request timed out.

    Reply from 2607:f8b0:4009:814::200e: time=36ms

    Reply from 2607:f8b0:4009:814::200e: time=29ms

    Reply from 2607:f8b0:4009:814::200e: time=27ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=27ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=26ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=27ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=27ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=28ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Request timed out.

    Reply from 2607:f8b0:4009:814::200e: time=36ms

    Reply from 2607:f8b0:4009:814::200e: time=26ms

    Reply from 2607:f8b0:4009:814::200e: time=28ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=28ms

    Reply from 2607:f8b0:4009:814::200e: time=28ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=29ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Request timed out.

    Reply from 2607:f8b0:4009:814::200e: time=31ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Request timed out.

    Request timed out.

    Reply from 2607:f8b0:4009:814::200e: time=35ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=33ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=29ms

    Reply from 2607:f8b0:4009:814::200e: time=33ms

    Reply from 2607:f8b0:4009:814::200e: time=30ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=29ms

    Reply from 2607:f8b0:4009:814::200e: time=35ms

    Request timed out.

    Reply from 2607:f8b0:4009:814::200e: time=35ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=22ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=25ms

    Reply from 2607:f8b0:4009:814::200e: time=23ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

    Reply from 2607:f8b0:4009:814::200e: time=24ms

  • James_MJames_M Posts: 3,117 ADMIN
    Aug 03, 2021

    Thanks for the traces. A couple things stand out on an initial look. First, though, a little background. For pings, anything below 100ms is considered acceptable and anything under 40ms is optimal. In addition, you want to also look at jitter, which is the difference between the three numbers.

    On the trace to zoom.us, you see 152ms, which is high. However on water.com, the same IP (24.164.98.69) shows no jitter. That leads me to believe that the issue you are seeing with zoom is more likely traffic congestion versus a routing issue. Data will always take the path of least resistance and look for the shortest and fastest route. However, using a highway exit as an analogy, if there are 100 cars trying to exit in a single lane, it will go significantly slower than if there are only five cars. Data traffic works much the same way. With an increased number of people working from home, zoom servers have been worked pretty hard. Now, also on water.com you see an increase in ms to the mid 50's after the data leaves the Charter network, to Level3, then flexential.net. Once the signal leaves our backbone, it is pretty much out of our control.

    This is also only part of the puzzle. As noted previously, you have an upcoming service call scheduled. I suggest having the information you've collected available to the technician to review during the visit. Please be sure to keep the appointment, even if you see an improvement, since it is likely only a temporary improvement.

    If the technician is not able to resolve the issue to your satisfaction, please let us know!



  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    Aug 03, 2021

    Ok I see what you’re saying however my first ping plot i showed you had significant issues on spectrum ran servers. Its also not only zoom it’s literally any data I am trying to obtain. I cannot play any online video games or stream. There is no way that is just a traffic congestion issue. I have had spectrum for years and had no issues and then I moved to a new address and all of a sudden it doesn’t work.

  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    Aug 03, 2021

    When I play any online game I get upwards of 40% packet loss and sometimes I will randomly get disconnected. I am just looking for a way to explain this abysmal internet performance when I have gig speed, and I am sick of having people come to my home with no improvement.

  • James_MJames_M Posts: 3,117 ADMIN
    Aug 03, 2021

    I understand the frustration. The next steps would include having another technician investigate. Be sure to share that information with the tech so they can include in the on site troubleshooting.

  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    Aug 03, 2021

    Are there levels of technicians? I keep having people come my house who don’t know what packet loss is and just replace cables that have already been replaced. They have all been nice and professional but they don’t seem to understand the issues I am having.

  • James_MJames_M Posts: 3,117 ADMIN
    Aug 03, 2021

    Your service call has already been flagged as a repeat service call, and the local dispatch handles the technician assignments. If the issue is not resolved after the next service call, please let us know.

  • arheinheimer_4arheinheimer_4 Posts: 9 Spectator
    edited August 3 Aug 03, 2021

    Sounds good James, I appreciate your help in the matter. Hopefully I will not need to reach out again.

  • PowellTPowellT Posts: 13 Participant
    Aug 03, 2021

    I am having a very similar experience. My 4th tech visit is this afternoon :) I would be interested to hear if you get resolution. Good luck.

This discussion has been closed.