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How do I fix a packet loss issue - seems to be outside my hardware

nevets315nevets315 Posts: 2 Spectator
in Connectivity Jun 15, 2022

I have been experiencing packet loss since about two weeks after my service started, and it returns at the same times every day. Now that I am trying to work from home again the issue is even more prevalent but affects all of my online activities from gaming to streaming to actually trying to work from home. The packet loss typically lasts for around a minute but sometimes longer, and returns every 2-20 minutes depending on the night. I have a direct connection to my modem from my PC on a CAT-6 cable (PC is 2 years old so this is not the issue either). The major issue with this is when I am working and constantly kicked out of my company portal due to packet loss and prevents me from getting into a groove, and when gaming I notice I only have issues with outbound packet loss. I have a few clips showing this in game, and I also ran tracerts today as it was especially bad and I saw another user asking about this. I considered going to my local spectrum store but figured this was the best place to enquire.

Tracert to Water.com below:

>tracert water.com


Tracing route to water.com [128.136.252.75]

over a maximum of 30 hops:


 1   8 ms   6 ms   6 ms 142-254-153-145.inf.spectrum.com [142.254.153.145]

 2  11 ms   8 ms   8 ms lag-61.clmboh55zh0.netops.charter.com [65.24.192.121]

 3  10 ms  14 ms  14 ms lag-25.clmkohpe02r.netops.charter.com [65.24.193.32]

 4   8 ms   8 ms   8 ms lag-27.rcr01clmkohpe.netops.charter.com [65.29.1.34]

 5  18 ms  17 ms  18 ms lag-415.chctilwc00w-bcr00.netops.charter.com [66.109.6.54]

 6  17 ms  18 ms  18 ms ae-13.edge2.Chicago10.Level3.net [4.68.37.137]

 7  18 ms  19 ms  19 ms ae2.3608.ear7.Chicago2.level3.net [4.69.142.178]

 8  23 ms  19 ms  19 ms 4.59.30.122

 9  36 ms  36 ms  36 ms be22.bbrt02.chi10.flexential.net [148.66.237.197]

 10  37 ms  36 ms  37 ms be107.bbrt01.lou03.flexential.net [66.51.3.93]

 11  37 ms  37 ms  37 ms be126.bbrt01.lou05.flexential.net [216.26.191.57]

 12  36 ms  37 ms  37 ms be190.bbrt01.nas02.flexential.net [66.51.1.113]

 13  37 ms  36 ms  37 ms be176.bbrt02.nas05.flexential.net [148.66.238.20]

 14  36 ms  37 ms  37 ms be10.bbrt01.nas05.flexential.net [148.66.237.98]

 15  37 ms  36 ms  36 ms be182.bbrt02.atl03.flexential.net [148.66.238.49]

 16  36 ms  37 ms  36 ms be10.bbrt01.atl03.flexential.net [66.51.8.1]

 17  36 ms  36 ms  36 ms be31.crrt01.atl03.flexential.net [66.51.8.134]

 18  36 ms  36 ms  36 ms 148.66.237.161

 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.

P.S. I have tried unplugging my modem for 30 seconds to a whole day, changing the cables, and restarting my computer and it has not solved the issue, IMO this seems to be on the network side.

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Replies

  • nevets315nevets315 Posts: 2 Spectator
    Jun 15, 2022

    Just for fun I ran a tracert to Spectrum.net, results below:

    >tracert spectrum.net


    Tracing route to spectrum.net [34.235.238.149]

    over a maximum of 30 hops:


     1   7 ms   7 ms   7 ms 142-254-153-145.inf.spectrum.com [142.254.153.145]

     2  10 ms  18 ms   8 ms lag-61.clmboh55zh0.netops.charter.com [65.24.192.121]

     3  15 ms  14 ms  14 ms lag-25.clmkohpe02r.netops.charter.com [65.24.193.32]

     4   8 ms   9 ms   8 ms lag-27.rcr01clmkohpe.netops.charter.com [65.29.1.34]

     5  18 ms  18 ms  17 ms lag-25.chctilwc00w-bcr00.netops.charter.com [107.14.17.252]

     6  18 ms  17 ms  18 ms lag-21.chcgildt87w-bcr00.netops.charter.com [66.109.5.136]

     7  38 ms  17 ms  17 ms lag-301.pr2.chi10.netops.charter.com [209.18.43.61]

     8  26 ms  18 ms  17 ms 52.95.216.182

     9   *    *    *   Request timed out.

     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.

    Hopefully this can be resolved soon as I do use my internet daily. Thank you!

  • RAIST5150RAIST5150 Posts: 858 Contributor
    edited June 16 Jun 16, 2022

    Unfortunately, you have left Spectrum's purview at 4.59.30.122 (level3) and 148.66.237.161 (possibly the end point network)


    Same thing goes for 52.95.216.182 (Amazon Web Services)

    No telling whether they can exert any influence over third/fourth party networks.


    The few points of high jitter in those traces... even though they are a 50% spike, they are still really low as far as latency goes (less than a 20ms variance in response to an echo request at busy hops that would just be forwarding packets). Not sure it is really something that would be flagged as a concern.

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