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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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ACE - Expert

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35.1K Messages

6 years ago


@ChanceBox wrote:

...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....

 


Do you use the Razer feature "Stats & Heatmaps" by any chance?

 


@ChanceBox wrote:

...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.


 Yes, unfortunately, he may have switched you to another pair or port with intent to improve things, but instead put you on a worse pair or port.  The pair might have issues such as a partial short to ground, or a bridge tap, the port could be on a different kind of card or a card/port with issues.  You'd have to either call them back out or use the Troubleshoot and Resolve tool to detect that you need them back out and help you schedule it.  

 

Teacher

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26 Messages

6 years ago

My mouse is set up to use stats and heatmaps, but that's on a different program altogether. My mouse runs through Synapse while my keyboard runs through Synapse 3, part of Razer Central, which doesn't include stats and heatmaps. I started a ping test for the CO IP this morning before heading into work and I'm not seeing any of the large spikes, even with regular Synapse still open. It goes up to 100-200ms every now and then, but apart from that my latency is fine. The test showed that the internet went out at least 5 times in the past 6 hours, and for a single hop after it came back it pinged at 2000ms, but immediately went down to 50 after that single hop.

 

I guess I'll be calling AT&T again later. Went into my account and it showed an alert saying a problem was detected with my connection, which redirected me to the troubleshoot & resolve page. I let that run for a bit, but it said there were no problems detected.

 

Also last night I was noticing youtube videos left on auto quality would sometimes switch from highest (1080p60) to lowest (144p). I'm assuming it was due to the internet cutting out, but I'm not 100% sure.

Contributor

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1 Message

6 years ago

I'm having the same exact problem... I work from home leveraging video conferencing, and it's becoming impossible as video freezes up at least once every three minutes for 10-15 seconds. I've also had AT&T service out several times, switched router, etc. and they say the signal is fine coming into the house... but I did not have this problem with Spectrum... I've disconnected EVERYTHING from the router, shut off WiFi, and just had my laptop hardwired into router... and still get the packet loss.

ACE - Expert

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35.1K Messages

6 years ago


@GChristianson wrote:

...and still get the packet loss.


How are you identifying and/or quantifying that packet loss?  Have you checked your service pair statistics on the Gateway?

 

 

Contributor

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1 Message

5 years ago

Im having very similar issue now. Latency spikes occur often and some packet loss.

I used to get 40--60% packet loss and even netflix was buffering every 3 minutes, Technician came out, changed everything, cleaned the fiber, did new cables under the house etc etc. Problem went away just to come back next day. 
Then Att sent out a different router/modem, with this one it seems like packet loss spikes are gone, but latency still spikes every so often, Packet loss however is not ridiculously high anymore but is at 2-4% almost all the time (wasn't the case with the older modem i had - that one used to be at 0% and then spike to 40-60%)
I feel like issue is with the modem, that there is something it doesn't like. i wouldn't mind using my own third party modem, but i read that this is impossible.

So what else should i try? Customer service has been very good to me so far, but i feel like i can hardly describe them the problem im having. From their end it looks good, technician comes over and all his tests come out good (yet netflix is buffering in background).
I have a gigabit fiber, speeds are incredible, definitely on the higher end 990 down and 990 up, ping to closest ATT server is 1ms (!) and mostly around my city is around 2-7ms. I play games on European servers mostly and ping is around 110-135, i don't mind that but it isn't stable, rendering my game-play useless. 

What else to try?

Contributor

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1 Message

5 years ago

Me too bro. My latency/ping goes to 900+ every five goddang seconds and 15%+ packet loss at those spikes as well. I’ve had a technician come out 5 times and each time they replaced the router and told me that their bullcrap  “meter” isn’t showing any problems. Then as soon as they leave my ping starts doing the thing again after about two hours of BO4 later. I’m getting sick and tired of these random lag spikes and I’m seriously thinking about leaving AT&T, even though I’ve been with them since 2004. Thanks AT&T for ALL that you do lol. 😐

 

[word filter avoidance]

Tutor

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5 Messages

5 years ago

I'm having the same problem. I can run the ping utility and watch latency go from a normal 30ms to 1000ms about every 30 seconds. It happens like clockwork.  I've also disconnected everything from my network and shut everything down on my Mac accept for ping.. no luck. I'm ready for Verizon Fios, but they just can't seem to lay cable fast enough. 

Scholar

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162 Messages

3 years ago

Ancient thread I know but man is this very similar to my issue that started about 2 months ago now.

I'm NOT using tracert or ICMP Echo requests to test my latency. I'm using this site Packet Loss Test – Test Your Connection Quality

Which dose NOT use ICMP/Tracert (I make a point to say this because I'm aware it's normal for servers/routers to de-prioritize ICMP echo requests which can make it look like there is a issue when there is not). Screenshots of results obtained at 5 AM attached below.

This test opens a WebSocket and uses WebRTC traffic. Sending WebRTC packets back and forth and measuring the latency of each packet throughout the entire test.

The VERY random un stable results I get form this test match what made first think something was going on. That would be when I decided to give GeForce Now Game Streaming a try. Something that obviously is very sensitive to latency, can use quite a bit of bandwidth constantly while in use etc.

It seems this demanding combo of using a high amount of bandwidth non stop. With 15-35 Mbps seeming to be the average while playing (the hard limit on the video stream bitrate is 50 Mbps) and the very high sensitivity to latency spikes, or packet loss (which cause very noticeable effects if/when they occur) is what made me think something weird is going on somewhere in AT&T's network. At least somewhere along the path that all of my data travels. So I'm thinking within the first to 3rd hop (so basically right before it gets to core AT&T routers in Dallas).

When I run the test on that site specifically using the 1080p game stream pre set, I get results that fluctuate non stop test to test. Very rarely I'll get a test where the latency is mostly consistent all the through, but even when I do if I run the test again right after that I'll get another where I have at least one usually two sections in the test where the latency spikes to 180-250 MS. I don't have a screenshot right now but multiple times I've seen the latency graph have spikes to 300,600,800,1000+MS in it. Then the next test will be much better.

So its basically a problem of extremely high jitter. And the results of actually using GeForce Now match this random behavior. It can run for 2-3 mins beautifully, then have a second where packet loss spikes (several hundread packets lost suddenly, latency spikes from 35-40 maybe 45 MS to several hundread and then right back to normal. Sometimes it occurs multiple times every couple of seconds.

Dose not matter if it's 8PM or 4AM. Behaves the exact same way. I find it very interesting the experience of using GFN streaming matches the very sporadic results I get form this packet loss / latency test.

Of course I have used traceroutes (using pingplotter) to look for anything useful. Similar to this very old post I see random massive latency spikes at a very early hop. Hop 3. Hop 1 is my BGW-210 gateway, Hop 2 I think is the central office, but IDK where hop 3 is. Somewhere between here in Hot Springs, Arkansas, and AT&T's core routers in Dallas Texas (where all of my traffic passes through). The IP of the hop is 71.154.103.76. One weird thing is I used to never be able to see hop 3. It would always just be blank until recently. But this hop will show spikes from 20-30 MS to 300,400,600 then back to 20-30. None of the hops before or after do.

After talking to someone on the social media team and them doing 30 mins worth of some kind of remote testing, diagnosing etc, having a tech out to fix my bonded pair (which suddenly became very un balanced months ago) and get it balanced again (which I knew wouldn't fix this issue but is nice to have fixed) I've honestly given up. I find it quite weird GeForce Now runs horribly on my 100 Mbps VDSL2 connection. Yeah it's not fiber but my speed test results always come out great, and 100 Mbps is WELL above the recommended speed from Nvidia. Even tried using my VPN (Express VPN) but since the issue seems to be at hop 3 all my data still has to go through it so results are exactly as random VPN or not.

But whenever I google AT&T random latency spikes, I keep finding posts all over of people describing the exact same thing. And not just old posts, plenty of ones from the last 6 months or so.

I just hope whatever it is gets fixed one day at some point. Find it funny my friend across the street with the cable co's 100 Mbps package runs the service smooth as silk. No latency/packet loss spikes. And he gets completely consistent results on that test site. The cable co here is to small to have it's own backbone network so they use Windstream Wholesale/Carrier services as their "on ramp" / backbone provider. I def don't think this issue is just me or my line (which once again was just checked and serviced by a tech) etc. I think it's on that 3rd hop AT&T router that probably not a lot of AT&T's customers ever go through.

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