New Member
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8 Messages
Complaint / Escalation Requested - 100% Packet Loss - Exactly Every 15 Minutes (For about 5 seconds)
Hello,
I have an issue that started happening about a month ago and everything was fine for the first 5 months of service. Like the subject says, I am getting massive ping spikes or basically 100% packet loss at every 15 minutes intervals, throughout the day, everyday. It's definitely NOT random. I have numerous pingplotter graphs that show this, and attached is one of them. I can also time this with the exact moments I experience this. Whether I'm on a zoom call, gaming, browsing the internet etc. everything will just stop for about 5 seconds. For example, during a zoom call for work, I will be talking, and then at exactly 3h:15m:15s, my video cuts out and the recipient will have missed everything I said during the 5 second spike. If I'm gaming, I'll be clicking to move and then at 8h:45m:15s, none of my inputs will go through and then after 5 seconds, be in a completely different spot in the game.
1st cs rep said it's a "pass-through" problem. Didn't work. 2nd cs rep, I explained everything and said it probably requires a new modem installation. Tech came and through no fault of his own, didn't even know it was troubleshooting. He thought it was a fresh install. I showed the tech all the issues, even played my actual game in front of him and showed the 100% packet loss happening at the exact times. Didn't work. 3rd cs rep, started going down the "pass-through" problem again, and I said already tried and didn't work. I have another tech appointment which I have to pay $149 now, but don't feel confident that this person can or will try to help. I'll try to keep my hopes up, but hoping I can at least get this escalation started here too.
Below are a couple of details that may help, and reasons why I believe it's more of a wiring/connection issue within the apartment complex I live at. I'm not an SME with all of this for sure, but I also am not someone who doesn't know the difference between a modem and a router. And sincere apologies if I sound rude or demanding. Tbh, I am just frustrated at the lack of escalation this has gotten so far as this problem directly affects my meeting heavy schedule and is just simply annoying while gaming.
-This affects every device in my apartment unit. Mac, PC, etc. and all at the same exact time.
-I have ran pingplotter through only a wired connection straight to the modem, disconnected all routers, all devices except the one testing the connection, etc.
-Tested specific routers, specific devices, and all have the same issues. As I mentioned above, I don't think it's an isolated problem because even with a wired connected straight to the modem is still happens; and regardless of the device.
-Happened with both the old modem AND the new modem. Old modem actually worked fine for the first 5 months.
-Here's something unique. The old modem was actually directly connected to my bedroom ethernet jack. I had fiber service, but I stupidly had it connected by ethernet to the wall. I don't even know how it was connected in the small compartment in the closet. But funny enough, after the 1st tech came, the new "Fiber" modem is now in the compartment and connected by a fiber cable. Unfortunately the issue is still happening.
-Every 15 minutes, i.e. (1:00:15, 1:15:15, 1:30:15, 1:45:15, 2:00:15, etc.) for 5 seconds roughly.
-I found a few other individuals in other forums who were having very similar issues. One person ended up solving it by actually moving to a different ISP and NOT fiber. I wonder if this has to do with the fiber connection and something happening behind the walls, in which I can't do anything about.
Appreciate anyone's help, many thanks!
ez1138
New Member
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31 Messages
6 months ago
Used tracert menards.com and many other sites and I continuously see these IP addresses. 1 is my/our modem IP. Maybe an issue with one of these after the 192?
1 1 ms 1 ms 1 ms dsldevice.attlocal.net [192.168.1.254]
2 11 ms 2 ms 2 ms 107-212-84-1.lightspeed.cicril.sbcglobal.net [107.212.84.1]
3 9 ms 2 ms 4 ms 71.151.37.14
4 24 ms 22 ms 79 ms 12.242.114.41
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ez1138
New Member
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31 Messages
6 months ago
IP Details For: 107.212.84.1
Decimal:1809077249
Hostname:107-212-84-1.lightspeed.cicril.sbcglobal.net
ASN:7018
ISP:AT&T Corp.
Services:None detected
Assignment:Likely Static IP
Country:United States
State/Region:Illinois
City:Chicago
Latitude:41.8758 (41° 52′ 32.78″ N)
Longitude:-87.6206 (87° 37′ 14.18″ W)
IP Details For: 71.151.37.14
Decimal:1201087758
Hostname:71.151.37.14
ASN:7018
ISP:AT&T Corp.
Services:None detected
Assignment:Likely Static IP
Country:United States
State/Region:Illinois
City:Naperville
Latitude:41.7710 (41° 46′ 15.60″ N)
Longitude:-88.1530 (88° 9′ 10.97″ W)
IP Details For: 12.242.114.41
Decimal:217215529
Hostname:12.242.114.41
ASN:7018
ISP:AT&T Internet Services
Services:None detected
Assignment:Likely Static IP
Country:United States
State/Region:Illinois
City:Naperville
Latitude:41.7710 (41° 46′ 15.60″ N)
Longitude:-88.1530 (88° 9′ 10.97″ W)
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kbomb8
New Member
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12 Messages
6 months ago
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| dsldevice.attlocal.net - 0 | 59868 | 59868 | 0 | 0 | 27 | 0 |
|107-212-84-1.lightspeed.cicril.sbcglobal.net -1 | 59643 | 59572 | 1 | 3 | 1312 | 2 |
| 71.151.37.14 - 1 | 59647 | 59578 | 1 | 3 | 1312 | 3 |
| No response from host - 100 | 12092 | 0 | 0 | 0 | 0 | 0 |
| 32.130.17.75 - 1 | 59644 | 59574 | 3 | 8 | 1810 | 7 |
| ggr6.cgcil.ip.att.net - 1 | 59649 | 59580 | 3 | 4 | 1314 | 5 |
| 12.246.90.154 - 1 | 59642 | 59571 | 3 | 9 | 1314 | 5 |
| No response from host - 100 | 12092 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 12092 | 0 | 0 | 0 | 0 | 0 |
| et-0-0-0-pe04-swlv10.as57976.net - 1 | 59643 | 59572 | 50 | 51 | 1361 | 52 |
| las-swlv10-ia-bons-04.as57976.net - 1 | 59642 | 59572 | 48 | 51 | 1854 | 52 |
| 137.221.105.2 - 1 | 59644 | 59574 | 48 | 51 | 1361 | 51 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Apologies for the formatting- this is copied right from WinMTR. I can see the loss starting right at the first hop 107.212.84.1. I think that might be where our issue is originating from.
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ez1138
New Member
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31 Messages
6 months ago
Thanks for the update. On many of my tracert's, I saw these numbers. I agree with you, it has to be one of those.
107.212.84.1
71.151.37.14
12.242.114.41
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ez1138
New Member
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31 Messages
6 months ago
Ran WinMTR and during the 12PM drama, it didn't even go past the first hop after my modem. There might be more drama after the 107.212.84.1 (Chicago) but it died there, at the very least.
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| dsldevice.attlocal.net - 0 | 366 | 366 | 0 | 0 | 17 | 1 |
|107-212-84-1.lightspeed.cicril.sbcglobal.net - 1 | 362 | 361 | 1 | 1 | 17 | 1 |
| 71.151.37.14 - 1 | 362 | 361 | 1 | 2 | 37 | 2 |
| 12.242.114.41 - 1 | 362 | 361 | 3 | 7 | 27 | 8 |
| chi-b2-link.ip.twelve99.net - 1 | 362 | 361 | 3 | 3 | 17 | 3 |
| imperva-ic-377624.ip.twelve99-cust.net - 1 | 362 | 361 | 2 | 3 | 29 | 3 |
| 199.83.132.109.ip.incapdns.net - 1 | 362 | 361 | 2 | 3 | 17 | 3 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
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ez1138
New Member
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31 Messages
6 months ago
Group, I have a call with whomever from ATT after my work calls this afternoon. I will post what they say, etc.
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JefferMC
ACE - Expert
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33.6K Messages
6 months ago
@kbomb8 you seem to be losing packets at first hop past your gateway (sent: 59643 | recd: 59572). That's not what I've been hearing from the others.
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kbomb8
New Member
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12 Messages
6 months ago
@JefferMC that appears to be the same hop that I'm seeing loss as ez1138 no?
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JefferMC
ACE - Expert
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33.6K Messages
6 months ago
True, but he's only lost one packet in that sample, so...
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kbomb8
New Member
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12 Messages
6 months ago
I think that's due to the sample size. My WinMTR is an overnight run.
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