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ChanceBox's profile

Teacher

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26 Messages

Wednesday, April 4th, 2018 11:07 PM

Extremely High Latency And Packet Loss

I've been dealing with high ping for two weeks straight. Every few seconds it'll shoot up to 1000+ ms, rendering my internet useless. I've tried contacting tech support, they didn't know what latency is. They sent out a technician, everything's green across the board on my network, so he couldn't do anything. He even switched out the router and it did the same thing, so no problem there. Here I've run a ping test for google Why.PNG

You can see there's quite a few hops with 100% packet loss, and a couple that are close.

This is getting pretty frustrating with everybody I talk to about the matter not knowing what ping or latency is. I'm someone who likes playing games with friends, and now I have to turn them down because the games just get too laggy to enjoy. Please, if somebody knows anything, any info would be greatly appreciated because right now I feel like I'm paying for nothing.

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Teacher

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26 Messages

6 years ago

Results of the technician's visit: A few problems were fixed outside, he said the noise margin didn't look right so he took care of that. However, I showed him latency tests I was running while he was here, and he said he has no clue why it's happening because all their tests show that I should be getting what I'm paying for and that there's nothing AT&T can do to fix it. He assured me there were no related problems, no congestion, nothing with speeds dropping or anything else. So they're basically saying I'm stuck with these spikes for as long as I have the service and no upgrades will fix it.

As of posting this, there have been a couple spikes higher than ever, going past 3000ms just for google. 

 

ACE - Expert

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35.1K Messages

6 years ago

In your position, this is what I'd do:

1) In one CMD window, run a continuous PING -t command against the IP address that's your first hop (108.x.x.1)

2) In another CMD window, run a continuous PING -t command against the IP address of your Gateway (192.168.1.254).

3) Whenever you see latency spikes in your application, bring these two CMD windows to the front and see if either, both or neither is showing the latency spike.

 

Oops, one thing have forgotten to ask in all of this.  Do the ping spikes show up on wired or wireless connected devices, or both?

 

Teacher

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26 Messages

6 years ago

The gateway test stays constant at 1ms or below, the spikes are showing on the other one. Also they're showing on both wireless and wired devices, same level of spikes for all devices.

ACE - Expert

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35.1K Messages

6 years ago

That's all consistent.  If it were wireless induced latency, you'd also see it between your device and the Gateway and the wireless devices would likely show all different versions of latency issues.

Your spikes are showing between the Gateway and first hop, meaning its occurring over your drop and/or the very first part of the AT&T Network.  Latency due to FEC is negligible (you pay for it all the time).  Latency due to CRC means the contents of the entire packet are lost.  Since ICMP doesn't do retries (TCP does, UDP doesn't do them either), then you get dropped packets, not increased latency.

 

Teacher

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26 Messages

6 years ago

Now ever since the technician was here yesterday my connection has been frequently dropping, bringing up a message with the ID NAD-2302 saying broadband service is not available. While that's happening, the gateway page shows that the connection to at&t is still up, and the connection usually returns within 5 minutes or so. It seemed to have stopped doing it late last night, and wasn't happening earlier this morning, but it's happened about 10 times within the past hour. I'm not sure if it's related to the spikes, something the technician did, or if someone else is currently working on it, because the technician said someone would be working on it, but didn't know when or how long. 

 

As of typing this it happened again, but this time the gateway page showed the connection to at&t being down and attempting to browse pages brings up a privacy error message.

ACE - Expert

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35.1K Messages

6 years ago

Pull your stats from your Gateway again, (including sync rates and error counts).

 

Teacher

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26 Messages

6 years ago

I was away for a day and left a download going before I left, which is the cause of the traffic here. The errors I believe were from losing connection during the download, it seemed to have stalled at some point and never finished. 

GatewayStats.PNG

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ACE - Expert

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35.1K Messages

6 years ago

Things looked really ugly 21 hours, 41 minutes before you took that screen capture, but pretty good since.  Of course, if you don't pass much traffic (which the transfer probably failed about that 21:41 ago) then you don't get many errors.

 

Teacher

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26 Messages

6 years ago

Yeah, the connection was dropping every few minutes when I left, so I wasn't really surprised when I saw all of that. As far as I know, the connection drops have stopped at this point, no drops last night or this morning so far. Spikes are still going though, slowing down browsing, videos/streams stop loading during the spikes, etc. Everything is basically the same as before the technician came, if not slower. Spikes are becoming more frequent and the download speed is starting to drop down past 1mbps during those spikes.

Teacher

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26 Messages

6 years ago

I seem to have found the problem, except it really shouldn't be what's causing this. I have a razer keyboard and have razer software constantly running to work with it. The razer software seemed to have been maxing out my bandwidth at certain intervals. I've had this setup since November last year and never had any problems with Razer doing that before. I ended the process and immediately the tests went down to around 20ms average and went up to around 150ms only a couple times. I'll contact Razer about that later.

 

So that seems to be "fixed", but my connection is still dropping every few minutes. I'm really wondering if maybe the technician did something wrong, because this never happened before he was here.

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