Regional Latency/ Ping Issues - Brockport, NY

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Dust2211
Dust2211 Posts: 10 Spectator
edited September 2023 in Gaming & Gaming Related

Greetings,

Currently on the Ultra Plan ~500 down/ 20 up, and historically, have been getting great pings. Normally, anywhere between 20 and 30ms depending what game server I'm trying to communicate with. Up until two weeks ago, everyone living here and around us started to experience intermitted spikes of anywhere from 500 to 1000 ms. We have ran extensive tests to make sure all lines in the living area are in top shape, including modem/router. Quality of Service was also adjusted to make sure our most frequently used devices receive the most bandwidth.

Afterwards, we determined that the issue is occurring outside out of the building complex. Any sever that is communicated with (whether it's in CO, TX, FL, etc), has to go through the Brockport node, then Riga, etc. The node list repeats in the same order no matter which server I comunicate with.

We noticed the 3rd or 4th nodes have these problems and is definitely outside of my or the technicians ability to control unless a line man goes out to investigate those nodes. Unless that happens, I and everyone in this area will continue to experience these latency issues that are VERY noticeable. Ive asked around my building and others have said they have also noticed latency issues with their Ultra plan just using the wifi on their cell phones! That's just one device, that wouldn't even put a dent into the bandwidth.


I have called Spectrum several times to note the issue. Each time, I'm told that I'm getting 500 down/ 20 up. But this is information I already know and don't need. What WE need is someone to check the primary node that everyone connects to. Whether it overheats, or malfunctions, it's definitely something that a lineman needs to check out.


I only hope technicians come out to see that, and rather, not take a year to do so.

Answers

  • Steph_S
    Steph_S Posts: 515 Spectrum Employee
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    Good morning and welcome to our community. Are you experiencing trouble while playing a game or just general browsing of the Internet?

  • Dust2211
    Dust2211 Posts: 10 Spectator
    edited June 2023
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    All of the above - work from home latency, gaming, streaming, normal https browsing. This is probably the wrong sub section to bring this up on, but I am attempting to create transparency because its affecting or will affect everyone at large. The central node in this town that handles Comcast/Spectrum lines experiences spikes anywhere from 500-800ms, which is insane!

    This is not a hardware issue that is localized to a single user as we already ruled this out. It is an issue outside of the complex that handles multiple IPs. Something only a lineman can check out.


    If it helps further the investigation, I can provide traceroute to show which node is being affected and its performance.

  • James_M
    James_M Posts: 4,706 ✅ Verified Employee Moderator
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    Thanks. Yes, please provide at least three trace routes demonstrating the issue. Please provide one to the game server, as well as to couple neutral sites like water.com or target.com for comparison.

  • Dust2211
    Dust2211 Posts: 10 Spectator
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    Excluding the first node, the following contains node 2 to the server being contacted.

    Node 4 is a problem

    First trace route is to NFO Servers.com which is a Battlefield 4 hosted server in Chicago.

    2  10 ms  11 ms  10 ms 142-254-217-001.inf.spectrum.com [142.254.217.1]

     3  33 ms  31 ms  31 ms lag-63.bcptny0601h.netops.charter.com [24.58.232.113]

     4  416 ms  272 ms  32 ms lag-22.riganyaa03r.netops.charter.com [24.58.50.38]

     5  14 ms  15 ms  15 ms lag-50.hnrtnyaf02r.netops.charter.com [24.58.50.46]

     6  21 ms  24 ms  25 ms lag-28.rcr01albynyyf.netops.charter.com [24.58.32.70]

     7  30 ms  27 ms  55 ms lag-416.nycmny837aw-bcr00.netops.charter.com [66.109.6.10]

     8  65 ms  51 ms  42 ms lag-0.pr2.nyc20.netops.charter.com [66.109.5.119]

     9  29 ms  29 ms  31 ms nyk-b1-link.ip.twelve99.net [62.115.156.214]

     10  30 ms  29 ms  36 ms nyk-bb1-link.ip.twelve99.net [62.115.135.130]

     11  34 ms  39 ms  42 ms chi-b23-link.ip.twelve99.net [80.91.246.162]

     12  36 ms  38 ms  46 ms telia-2.e5.router2.chicago.nfoservers.com [74.91.119.253]

     13  35 ms  38 ms  38 ms c-74-91-125-151.managed-ded.premium-chicago.nfoservers.com [74.91.125.151]


    Water.com

    Node 3 is a problem.


    2  12 ms  12 ms  10 ms 142-254-217-001.inf.spectrum.com [142.254.217.1]

     3  120 ms  31 ms  32 ms lag-63.bcptny0601h.netops.charter.com [24.58.232.113]

     4  25 ms  32 ms  31 ms lag-22.riganyaa03r.netops.charter.com [24.58.50.38]

     5  14 ms  17 ms  16 ms lag-50.hnrtnyaf02r.netops.charter.com [24.58.50.46]

     6  26 ms  25 ms  21 ms lag-28.rcr01albynyyf.netops.charter.com [24.58.32.70]

     7  34 ms  33 ms  31 ms lag-26.nycmny837aw-bcr00.netops.charter.com [24.30.201.130]

     8  37 ms  29 ms  32 ms lag-1.pr2.nyc20.netops.charter.com [66.109.9.5]

     9  28 ms  30 ms  31 ms 24.30.201.34

     10  28 ms  30 ms  31 ms be-3311-cs03.newyork.ny.ibone.comcast.net [96.110.34.25]

     11  32 ms  32 ms  30 ms be-1312-cr12.newyork.ny.ibone.comcast.net [96.110.35.138]

     12  31 ms  33 ms  33 ms be-302-cr11.newark.nj.ibone.comcast.net [96.110.36.149]

     13  31 ms  29 ms  32 ms be-1311-cs03.newark.nj.ibone.comcast.net [96.110.35.73]

     14  32 ms  32 ms  31 ms be-2302-pe02.newark.nj.ibone.comcast.net [96.110.37.58]

     15  33 ms  31 ms  30 ms 50.242.149.114

     16  50 ms  49 ms  48 ms be24.bbrt02.ewr01.flexential.net [148.66.237.238]

     17  47 ms  46 ms  51 ms be210.bbrt02.iad10.flexential.net [148.66.239.36]

     18  49 ms  45 ms  50 ms be207.bbrt01.clt01.flexential.net [148.66.239.32]

     19  48 ms  55 ms  52 ms be10.bbrt02.clt01.flexential.net [66.51.8.58]

     20  46 ms  51 ms  48 ms be170.bbrt01.atl03.flexential.net [148.66.237.215]

     21  51 ms  47 ms  50 ms be31.crrt01.atl03.flexential.net [66.51.8.134]

     22  43 ms  53 ms  44 ms 148.66.237.161

     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.


    Node 4 is a problem

    Target.com

     2  13 ms   9 ms  14 ms 142-254-217-001.inf.spectrum.com [142.254.217.1]

     3  32 ms  31 ms  31 ms lag-63.bcptny0601h.netops.charter.com [24.58.232.113]

     4 1032 ms  29 ms  32 ms lag-22.riganyaa03r.netops.charter.com [24.58.50.38]

     5  14 ms  18 ms  15 ms lag-50.hnrtnyaf02r.netops.charter.com [24.58.50.46]

     6  27 ms  23 ms  20 ms lag-28.rcr01albynyyf.netops.charter.com [24.58.32.70]

     7  31 ms  34 ms  34 ms lag-26.nycmny837aw-bcr00.netops.charter.com [24.30.201.130]

     8  34 ms  31 ms  29 ms lag-0.pr2.nyc20.netops.charter.com [66.109.5.119]

     9  29 ms  29 ms  33 ms 157.52.127.66

     10  28 ms  33 ms  37 ms 151.101.2.187


    Nodes 3 and 4 are approximately within 10 miles. Brockport being the closest and Riga being south of it by a few miles. These two bounce and continue to excessively push high ping limits. I've already placed in a ticket to the local dispatch, and should be receiving a call for them to investigate.

    I think its safe to say, I'm not the only person experiencing network interruptions in this area - as it is (I promise you), affecting others as well.

  • James_M
    James_M Posts: 4,706 ✅ Verified Employee Moderator
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    Thanks. Since a ticket was already opened with local dispatch, I will defer to them at this time to avoid duplicating efforts. Our team does not investigate network issues, we would only refer the issue to local team.

    I did take a look and I am not currrently seeing others reporting an issue in your area. If you have neighbors experiencing the same issue, I encourage you to have them either post here or also call in to report the issue as well. Let us know how it goes.

  • Dust2211
    Dust2211 Posts: 10 Spectator
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    I havent received a call yet from the local dispatch yet. If I dont receive it tomorrow, Id like to formally request that they get contacted for the area, and to call me.

  • Dust2211
    Dust2211 Posts: 10 Spectator
    edited July 2023
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    Greetings,

    I'm revisiting a constant issue that I last noted from this post here (was closed out since):

    https://community.spectrum.net/discussion/comment/182401

    There is major packet loss from the apartment complex I am at, to the first node (from the apartment to the street) - and into Brockport. This is showing a large congestion in the network - which is a little odd for 1am EST.

    I am currently tracerouting a Chicago game server for Battlefield and am noticing spikes in the local nodes. Since then, I have tried to escalate this issue locally, so a lineman can come out to check the hardware, or at least see if the infrastructure is lacking.

    Posted below is at best, representation of a ping test that I ran for at least an hour/ continuously.

    The 8th column shows the at-worst packet loss for that particular node. As you can see, the one headed to the street had an at least 2 1/2 second drop. The nodes in general (including the ones in town), suffer the most. I'm noticing the drops while I game. Now, I would imagine people that watch TV may not notice the difference because television is highly buffered to negate that packet loss.

    With internet though, you will notice this when every milisecond counts. So the question is, how many others will notice it, if they aren't gaming.... and HOW will they spot it?


    As iterated in the previous post, yes.... we have 500 down. We will continue to get 500 down. But is the infrastructure up to spec to handle the bandwidth from other users? Basically, I'm trying to figure out whats causing this:

    Either:

    • We're being throttled (which is very unlikely since at the router level, we're not experiencing ANY packet loss - so thats good!)
    • The line coming from the building to the first node is not rated to handle the amount of tenants logged in at a specific time
    • Network congestion
    • Shoddy hardware
    • Bad lines in town


    I would like this to be escalated at a local level, and have a line-man out to investigate/ make changes where there can be made. We know that we are on the 500 down plan - but this isn't what is being discussed here. We're talking about packet loss. And Ookla will not show you packet loss. The evidence is there, and I can get a lot more granular if needed.



    Please advise and hope to hear back soon. We pay for good service, we should be getting it.

  • Jaleesa_F
    Jaleesa_F Posts: 346 ✅ Verified Employee Moderator
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    Hello @Dust2211!

    I'm sorry to hear that you're still experiencing latency issues. I do see here that there was a ticket open yesterday for degradation of services in the Northeast region due to severe weather. That ticket is still open, it appears we are still working to fully restore service which can cause intermittent connectivity as we work. If you are still experiencing issues when the ticket is closed, it would be best to look into it at that time.

  • Dust2211
    Dust2211 Posts: 10 Spectator
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    Thanks - I'm not sure how long that other ticket will stay open. But I would like this thread to continue.

    Outside of storms, this is an issue that has been on and off. So, I'd like to see what happens after that is addressed.


    Thanks again,

  • Dust2211
    Dust2211 Posts: 10 Spectator
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    Still experiencing latency issues on this end and there isn't even a storm happening. Once again, I say, this is an issue with infrastructure very close to the router. Because this is a complex with multiple users, I suspect it is line going straight from the complex to the street. You guys really need to send someone out to check out the line.

    Once again, tracerouting a server in Chicago - Look at the packetloss!



    Brockport suffers the most.

  • Dust2211
    Dust2211 Posts: 10 Spectator
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    My urge to petition the entirety of this neighborhood to sign up to Greenlight is becoming stronger by the day. If I continue getting the same half-baked responses about what may be causing my latency, I'm going to put in the maximum effort into getting another provider here. This is utterly ridiculous.

  • William_M
    William_M Posts: 1,083 ✅ Verified Employee Moderator
    edited July 2023
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    Hey @Dust2211. Sorry you are still having trouble. I do see we have already sent a technician out to check the lines and everything looks good, the signal levels are steady, and the node is not overutilized.

    From your original tests where you said node 4 and node 3 were a problem, that is inaccurate. While those hops do shower a higher response time, the following hops do not. It is important to keep in mind when running traceroutes that the primary function of a hop is to forward your data to the next one, not respond to pings, so they may delay response or not reply at all but it does not mean it is having an issue unless you see the same increase on all following hops. As you are making it all the way to your destination servers and back in 30-40ms, it would be impossible for any single hop to be causing an increase larger than that, and that tells us the routing is good.

    While a traceroute can provide some useful information, a better test to look for intermittent packet loss/spikes like this is just a ping test. On a Windows computer you can do this by going into your command prompt and using the command "ping 8.8.8.8 -t". The -t will make it continue to ping until you use Ctrl+C to end it. The longer you can let it run the better. You can open up a few command prompts and ping different servers at the same time, so if they spike you can also check if they are all doing it simultaneously.

  • Dust2211
    Dust2211 Posts: 10 Spectator
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    Perhaps you can forward me to the regional supervisor so I can speak with them. If the infrastructure around the building/ in town isn't as bad as you think it is, then you MUST be throttling me. You are not legally obligated to tell me that because you'll put your company at huge risk as they already were under a huge legal microscope.

  • Dust2211
    Dust2211 Posts: 10 Spectator
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    All day has there been latency that is literally crippling our ability to do anything here. I dont think the infrastructure setup at the apartment level is strong enough to handle the bandwidth of all the HD television and internet people are using simultaneously. So yes - again, I think its something closer to the building than anything.

    As a paying customer, what does one have to do to get someone to come out and actually take a look at the setup?

    Its ludicrous we're going through these loops just to address that but again - I'm not surprised. Its Spectrum.

  • James_M
    James_M Posts: 4,706 ✅ Verified Employee Moderator
    edited August 2023
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    If you can provide the ping results WIlliam mentioned, we can take a look and see if there is any issue that stands out. Otherwise, we are not seeing any current issues impacting your service and we suggest scheduling another service call if you continue to experience issues.

  • Kyle1995
    Kyle1995 Posts: 2 Spectator
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    There is definitely something going on at the Brockport node

  • Kyle1995
    Kyle1995 Posts: 2 Spectator
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    It spikes every couple minutes, and will often be long enough to disconnect me from any game/voice chat I am in

  • James_M
    James_M Posts: 4,706 ✅ Verified Employee Moderator
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    Hi & welcome @Kyle1995

    The previous reply from @William_M quoted above explains what you are seeing in the ping plotter and specific to troubleshooting:

    "While a traceroute can provide some useful information, a better test to look for intermittent packet loss/spikes like this is just a ping test. On a Windows computer you can do this by going into your command prompt and using the command "ping 8.8.8.8 -t". The -t will make it continue to ping until you use Ctrl+C to end it. The longer you can let it run the better. You can open up a few command prompts and ping different servers at the same time, so if they spike you can also check if they are all doing it simultaneously."

    If you can provide the ping results WIlliam mentioned, we can take a look and see if there is any issue that stands out.

This discussion has been closed.