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Help with Intermittent Service
Hi all! I've been having severe latency and packet loss for a month or so now. I've had two techs come out who were both AWESOME and despite removing old amplifiers and splitters, and recapping the coax cable connected to my Spectrum modem, my issues prevail. I mentioned the issues got worse after a network node outage and the latest tech hinted the issue was a node one.
I went and bought my own modem (Arris S34) so I could get access to the modem status pages and I'm seeing corresponding messages with PingPlotter's packet loss that again hints an issue with the node. I'm not trying to hate on Spectrum. My main frustration comes from my previous IMPECCABLE DOCSIS 3 service (with my own non-Puma chipset modem) being bulletproof. I understand growing pains, but this amount of packet loss is bordering on unacceptable for a paid service. Please help π
These are grabbed this morning. The cable modem last night kicked out a few "Critical" messages as well. Cable modem clock is set 1 hour behind.
P.S. Recovering IT expert so hit me with as many acronyms as you can.
Comments
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Good evening @Vinnie_T and Welcome to our Community Forums,
Thank you for reaching out to us about packet loss you are experiencing. I am very sorry this is happening. I have reviewed the signal being reported currently, and I am not seeing anything that is standing out as the cause for this concern. I will need to ask a few questions to determine the best course of action. Is this happening all of the time or just randomly? With our last home visit, was our technician able to see the packet loss you are noticing or was it not happening? - Lyn
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Thank you @Lyn_T for your response. I'm sorry if my frustration comes out in my response, but I can't fathom how as you said, "I am not seeing anything that is standing out as the cause for this concern." Clearly PingPlotter shows packet loss corresponding with the "Warning" events the modem is reporting every ten minutes. So you're saying the copious amounts of "Warning" messages reported from the modem are normal? I also wrote that the modem reported two "Critical" messages and here is one from 8:07am this morning:
I sent an hours worth of data and as it clearly shows, the packet loss was happening every ten minutes corresponding with the warnings. To answer your question directly, I'd say this is happening all of the time. Both techs could see even before they arrived the packet loss coming from the network node and told my they had submitted tickets for the node repair.
Again, I'm not trying to speak badly of Spectrum as when the service works it is as the kids say FIRE, but also as they say time is money and it's super frustrating to waste anymore of mine especially when I'm paying for the service.
Help me @Lyn_T π
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Hello @Vinnie_T;
I can understand the concern about the results. Most network routers including our network has a security feature enable to protect from DDOS attacks. This will result in packet loss in the tests you are doing. Your results show the times return to normal after the affected devices. If there was an issue with those devices then you would see similar results on all devices after the device with the issue. I did check your modem and I am seeing a history of errors on the modem. I do see that a previous technician referred this to maintenance but that should have been completed by now. I would recommend we get a technician back out so it can be evaluated further.
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Hi @Edward_T! Thank you for the response and for looking into my account π As I said retired IT pro here so I have appreciation for what you do! No one ever reaches out when things are working fine Lol I understand the anti DDOS protections and I'm glad Spectrum has those. I only started the PingPlotter testing after noticing packet loss and high latency (500+ms) in my daily usage whether it was through live TV streaming (YouTubeTV) or speed tests (Ookla). Would the anti DDOS cause the modem warnings or the critical T3? For sure I can see the packets being ignored, but wouldn't expect the power exceptions warnings.
I can call the contact number to schedule the appointment if that's easiest. I turned to this forum so I could provide test results to hopefully help fix the problem.
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Ok, I'll give them a call and hopefully third time is the charm π
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