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Latency measurements - suggestions to improve

MarkGDOC
MarkGDOC Posts: 5 Spectator
in Connectivity

Hi all,

We have a Spectrum link at our business HQ. It's a backup to our SD-WAN (non-Spectrum). Since July 30th 2024, our latency (measured in msec) has doubled. I've interacted with Spectrum Business support, but that first-tier interaction didn't yield any change. The tech logged into our gateway and didn't see any latency from his perspective/training.

See the graphs below from my VMWare edge. You can see the latency increase from July 30th onward. There's also a QoE measurement from the edge.

image.png
image.png

Answers

  • RAIST515O
    RAIST515O Posts: 220 Contributor

    Where is that latency to? How many hops, etc.?

    If that is to the cable plant... then yeah, there's an issue. The transition from copper to coax to fiber has always injected a little extra latency, but not typically THAT much these days. 20 years ago, was a different story with less fiber in play and worse time slicing/concotenation for transfers.

    If it is down the line, possily on someone else's network though... could be kinda normal, depending on varying factors.

  • RAIST515O
    RAIST515O Posts: 220 Contributor

    For example... terminaled into my router at the house and ran a trace to Google. Note I am in Florence, SC... doesn't get near that level of latency until after Durham, NC/Ashburn, VA in the route.

    traceroute to www.google.com (108.177.122.103), 30 hops max, 60 byte packets
    1 syn-024-211-064-001.res.spectrum.com (24.211.64.1) 13.909 ms 13.841 ms 14.010 ms
    2 lag-63.hcr01flrnscwk.netops.charter.com (174.111.74.92) 13.282 ms 13.272 ms 13.247 ms
    3 lag-45.mybhsc0601r.netops.charter.com (24.28.255.254) 15.175 ms 15.151 ms 15.151 ms
    4 lag-42.rcr01drhmncev.netops.charter.com (24.93.64.32) 22.305 ms 22.495 ms 22.468 ms
    5 lag-12-10.asbnva1611w-bcr00.netops.charter.com (66.109.10.176) 28.933 ms lag-415-10.asbnva1611w-bcr00.netops.charter.com (107.14.18.106) 29.402 ms 28.127 ms
    6 209.85.175.174 (209.85.175.174) 27.662 ms 192.178.69.96 (192.178.69.96) 35.346 ms 192.178.69.160 (192.178.69.160) 33.043 ms
    7 * * *
    8 192.178.242.26 (192.178.242.26) 39.174 ms 142.251.77.58 (142.251.77.58) 28.889 ms 142.251.52.62 (142.251.52.62) 28.843 ms
    9 192.178.242.24 (192.178.242.24) 28.200 ms 192.178.243.2 (192.178.243.2) 28.198 ms 142.251.49.187 (142.251.49.187) 28.153 ms
    10 * * *
    11 192.178.81.157 (192.178.81.157) 34.888 ms 142.250.215.189 (142.250.215.189) 27.966 ms 142.251.238.39 (142.251.238.39) 28.668 ms
    12 216.239.40.132 (216.239.40.132) 40.368 ms 192.178.81.147 (192.178.81.147) 35.977 ms 192.178.81.151 (192.178.81.151) 33.690 ms
    13 216.239.40.118 (216.239.40.118) 39.492 ms 142.251.254.58 (142.251.254.58) 41.122 ms 142.251.51.130 (142.251.51.130) 39.412 ms
    14 142.251.51.106 (142.251.51.106) 38.753 ms 142.251.51.108 (142.251.51.108) 39.562 ms 108.170.236.123 (108.170.236.123) 39.741 ms
    15 142.250.209.217 (142.250.209.217) 39.422 ms 142.250.211.181 (142.250.211.181) 39.205 ms 72.14.237.233 (72.14.237.233) 36.943 ms
    16 * * *
    17 * * *
    18 * * *
    19 * * *
    20 * * *
    21 * * *
    22 * * *
    23 * * *
    24 * * *
    25 * ym-in-f103.1e100.net (108.177.122.103) 48.757 ms 39.720 ms

  • Jilliana_M
    Jilliana_M Posts: 83 ✅ Verified Employee Moderator

    Hello @MarkGDOC and welcome to our community page!

    I am sorry to hear about the connection issues you are experiencing and would be glad to help. I was able to access the account information, based on the email address provided during registration and I can confirm connection issues on this end. I can absolutely schedule an appointment for you, with one of our field technicians to address this matter immediately. Would you like me to proceed?

  • MarkGDOC
    MarkGDOC Posts: 5 Spectator

    Hi @Jilliana_M I would like that. There would be timeframe limitations for restarting equipment, but I would like an equipment review. Please proceed. If you send me an email, I can provide more contact/location information.

  • Jilliana_M
    Jilliana_M Posts: 83 ✅ Verified Employee Moderator

    Absolutely! I am so sorry to hear that this has continued for some time, but we can absolutely dispatch a technician for further assistance in this resolution. I have set you up with an appointment for tomorrow, you can reference the My Spectrum app or Spectrum.net to manage the appointment. Is there anything else we can assist you with today?

  • MarkGDOC
    MarkGDOC Posts: 5 Spectator

    Hi @Jilliana_M I looked at the ticket. It's the wrong location. Where can I call to update the location?

  • MarkGDOC
    MarkGDOC Posts: 5 Spectator

    Hi @Jilliana_M if it helps we have two accounts. I need a service call for the other account. The address is the billing address on the account. The correct account is labelled as the control account.

  • Jilliana_M
    Jilliana_M Posts: 83 ✅ Verified Employee Moderator

    I will go ahead and cancel that service appointment, but I am not showing corelating services on the control account. When able, please give us a call at 1-855-762-1243, to get that scheduled.

  • MarkGDOC
    MarkGDOC Posts: 5 Spectator

    Hi @Jilliana_M - thanks.

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