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CM1000v2 latency issues, extreme jitters + ping issues. Firmware outdated compared to other ISPs

jacobojacobo Posts: 4 Spectator
edited January 13 in Home Networking Dec 09, 2022

Been having on-going problems with latency lately with very high jitter in both downloads and uploads. Tried everything, had a cable guy come out and replaced the wiring and still having problems. Need help!! Thanks

I also included the error logs.

Replies

  • William_MWilliam_M Posts: 535 Moderator
    Dec 09, 2022

    Hi @jacobo, welcome to our community!

    I do see your log shows a timeout but that would only cause an issue for a few seconds. Are you having consistent problems with your ping/jitter? How high is it, and how are you measuring it? Have you tested directly to the modem with an ethernet cable?

    Unfortunately intermittent issues can sometimes take more than one appointment to resolve, but there is always a solution to be found with persistence and process of elimination. If troubleshooting does not help I'd recommend scheduling appointments until the issue is resolved.

  • jacobojacobo Posts: 4 Spectator
    edited December 2022 Dec 10, 2022

    @William_M

    Thanks for the reply, yes, even whilst restricting bandwidth to 16% of what it's max is with QoS. The upload been terrible too unfortunately. I've been using https://www.waveform.com/ & https://www.speedtest.net/


    It's been maxing out and with a lot of spikes around 80-200ms.

    Yes, tested different hardware too, connecting directly, etc. Just had a tech guy a few days ago replaced the wiring from the pole to the house and said everything was ok with the cables..

  • William_MWilliam_M Posts: 535 Moderator
    Dec 10, 2022

    I have not noticed any ping spikes to your modem from our end. Please make sure you are doing any testing using just one device plugged straight into the modem to eliminate variables, and try to use all default settings with no VPN/Proxy/etc.

    Are your upload speeds still very low like this? Will you please provide the download, upload, and ping results? What do you mean it is maxing out?

    If you are on Windows will you open your command prompt (Windows+R then type "cmd") and then run a ping test with "ping -t 8.8.8.8" or another IP. Let this run for a few minutes and press Ctrl+C to end the test and see the final results. Do you see the spikes there? Is it the same with different IPs?

    Do you have similar issues when testing on other devices?

  • jacobojacobo Posts: 4 Spectator
    edited December 2022 Dec 11, 2022

    @William_M


    Yes, I've done direct tests with no change. And what I meant it was maxing out to 80-140ms on both upload/download when doing buffer bloat tests. It's not the speeds I'm worried about, albeit at times they can be low, it's the latency/jitter when under load. https://www.waveform.com/tools/bufferbloat?test-id=6d82ad40-02b4-4a96-91f9-020c332f8b3d in this test the upload is fine, the download has terrible jitters. The only way I can avoid it is by dropping the speeds to 80Mbps, this is the setting WITH QoS enabled - https://www.waveform.com/tools/bufferbloat?test-id=df58bfa0-44de-4417-bfd8-9988487bf754


    I understand that download will have jitter and its fine with the spikes esp max speeds when downloading, but in games it doesn't feel solid. My connections aren't stable.


    Upload almost always hits the upper 120ms when I first start and it spikes 20-50ms during loads randomly, under the heavier loads (6-10MB) streaming it drops randomly! Especially in the morning hours(5-7am).. I understand network may slow down during congestion hours but it literally drops. DROPS mid stream, during certain hours during the day. ZERO. I MEAN ZERO problems like THAT specifically during night hours, and that's when everyone is home using the net.. Lol.. BUT, that's a different story.

  • William_MWilliam_M Posts: 535 Moderator
    edited December 2022 Dec 11, 2022

    If you are not consistently near your full speed when testing with an ethernet cable that is an issue, regardless of time of day. If you are using your internet service at 100% capacity I'd expect some increase in ping, and if you are getting speed drops it will be easier to reach capacity, so making sure you're getting the proper speed is important to addressing latency issues.

    Your first test still shows only 8ms average increase in latency while downloading very close to your maximum capacity, 0 increase when uploading, and even shows it as a having an A grade. It looks like only a very small number of packets are coming back in that 80-140ms range, and again this is only when under maximum load. You have demonstrated it is even better with an A+ grade and fewer spikes when you reduce the load. I do not really see a significant issue based on those results.

    How high is your ping in games? Are you only have ping problems when your internet is being used to download something, or also when just playing during those specific hours? If you run a speed test during those hours are you consistently getting close to 500 down and 20 up?

  • jacobojacobo Posts: 4 Spectator
    edited December 2022 Dec 11, 2022

    @William_M

    The speed drops during the day. At best during peak hours it'll top out at 440-475Mbps/15-17. Nighttime I hover around 550Mbps/23. Ping is sporadic, not stable/steady in games, regardless of internet being used/peak hours.


    Replaced the cables with no change

  • William_MWilliam_M Posts: 535 Moderator
    Dec 11, 2022

    Specifically how high are you seeing your ping while in game? It is the same across different games?

    If the problem is independent of the internet being used, any ping issue should be present during a normal ping test. Next time you notice issues please connect your device directly to the modem, reboot the modem, once your internet reconnects open your command prompt (Windows+R then type "cmd") and then run a ping test with "ping -t 8.8.8.8" or another IP. Let this run for a few minutes and press Ctrl+C to end the test and see the final results. Please share them here.

This discussion has been closed.