Frequent poor connection and packet loss

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Contributor

Frequent poor connection and packet loss

I'm frequently (most evenings) getting a very poor connection with significant packet loss, and I'm out of ideas of what to do.  This has been an ongoing issue that AT&T has been unable to fix.

 

I'm running a wired uverse 6mb connection through an NVG510 series router.  There are only 2-3 other devices on my network, none of which are doing anything remotely bandwidth heavy.  The latency issues arise at random, although most frequently in the evenings.

 

Things that have been attempted:

-Have had about 10-15 reps out to my house, changed the router about 3-4 times.

-Wiring is isolated to a single jack, the reps have checked the connection multiple times out to the street

-port swap on the ATT side

-cancel my service and restart

-investigate shorts at the local repeater

-new/different computer connection

-outside tech to the last hop twice

 

I keep telling the 2nd line support rep that the issue is on the network side, and have been running multiple different ping/pathpings to prove it.

 

Here is a standard ping and pathping to google:

 

Pinging www.google.com [2607:f8b0:4009:801::1010] with 32 bytes of data:
Reply from 2607:f8b0:4009:801::1010: time=1636ms
Reply from 2607:f8b0:4009:801::1010: time=1689ms
Reply from 2607:f8b0:4009:801::1010: time=1473ms
Reply from 2607:f8b0:4009:801::1010: time=1633ms

 

and here is a pathping to google:

 

Tracing route to www.google.com [2607:f8b0:4009:802::1012]
over a maximum of 30 hops:
0 Thor.att.net [2602:306:cf32:9d60:7101:fe1e:5f12:24a8]
1 dsldevice6.att.net [2602:306:cf32:9d60:136:e4ff:fef4:94e0]
2 2602:300:c533:1510::4
3 2001:1890:ff:ffff:12:122:83:40
4 2001:1890:c00:bf00::1123:dab5
5 2001:4860::1:0:3f7
6 2001:4860:0:1::4da
7 ord08s08-in-x12.1e100.net [2607:f8b0:4009:802::1012]

Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Thor.att.net [2602:306:cf32:9d60:7
101:fe1e:5f12:24a8]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% dsldevice6.att.net [2602:306:cf32:
9d60:136:e4ff:fef4:94e0]
0/ 100 = 0% |
2 228ms 1/ 100 = 1% 1/ 100 = 1% 2602:300:c533:1510::4
0/ 100 = 0% |
3 235ms 1/ 100 = 1% 1/ 100 = 1% 2001:1890:ff:ffff:12:122:83:40
0/ 100 = 0% |
4 248ms 53/ 100 = 53% 53/ 100 = 53% 2001:1890:c00:bf00::1123:dab5
0/ 100 = 0% |
5 227ms 1/ 100 = 1% 1/ 100 = 1% 2001:4860::1:0:3f7
0/ 100 = 0% |
6 223ms 1/ 100 = 1% 1/ 100 = 1% 2001:4860:0:1::4da
0/ 100 = 0% |
7 228ms 0/ 100 = 0% 0/ 100 = 0% ord08s08-in-x12.1e100.net [2607:f8
b0:4009:802::1012]

Trace complete.

 

The traceroute almost always has issues at the same hop: 2001:1890:c00:bf00::1123:dab5

 

 

Here is the output from winmtr:

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| dsldevice.att.net - 1 | 761 | 760 | 0 | 0 | 9 | 0 |
|108-243-40-3.lightspeed.cicril.sbcglobal.net - 52 | 239 | 117 | 22 | 1145 | 1979 | 782 |
| 71.145.65.208 - 100 | 154 | 1 | 0 | 647 | 647 | 647 |
| 12.83.43.53 - 3 | 706 | 690 | 18 | 523 | 1072 | 201 |
| ggr3.cgcil.ip.att.net - 14 | 499 | 432 | 18 | 523 | 1065 | 18 |
| No response from host - 100 | 154 | 0 | 0 | 0 | 0 | 0 |
| 209.85.254.128 - 37 | 313 | 199 | 0 | 562 | 1034 | 784 |
| 209.85.240.152 - 4 | 675 | 652 | 18 | 527 | 1055 | 19 |
| ord08s09-in-f19.1e100.net - 4 | 679 | 657 | 18 | 519 | 1073 | 18 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

 

and finally using pingplotter:

 

Host Information
1,dsldevice.att.net,192.168.1.254
2,108-243-40-3.lightspeed.cicril.sbcglobal.net,108.243.40.3
3,,-
4, -------------- ,12.83.43.49
5,ggr3.cgcil.ip.att.net,12.122.132.9
6,,-
7, -------------- ,209.85.254.128
8, -------------- ,209.85.243.55
9,ord08s11-in-f16.1e100.net,173.194.46.80

Sample Information
"8/26/2014 8:23:56 PM",0,1611,*,550,564,*,538,578,535
"8/26/2014 8:24:11 PM",0,1660,*,*,672,*,*,650,*
"8/26/2014 8:24:26 PM",0,1871,*,819,811,*,843,851,834
"8/26/2014 8:24:41 PM",0,1476,*,418,410,*,425,421,399
"8/26/2014 8:24:56 PM",0,*,*,779,779,*,798,806,745
"8/26/2014 8:25:11 PM",0,1683,*,626,666,*,781,805,578
"8/26/2014 8:25:26 PM",0,*,*,885,*,*,847,824,882
"8/26/2014 8:25:41 PM",0,*,*,820,811,*,814,838,801
"8/26/2014 8:25:56 PM",0,*,*,497,487,*,*,509,478

 

I'm at my wit's end.  If I had any alternatives for other providers I would take them, but I can't get cable into my building.  Anyone have any ideas/thoughts?  This is bordering on deceptive marketing practices at this point...

Message 1 of 8 (313 Views)
ACE - Expert

Re: Frequent poor connection and packet loss

The only one of your outputs that I can make heads or tails of is the original PING (mainly due to the loss of formatting when moved to proportional fonts and spacing collapse).  I note that many of these are using IPv6.  Is IPv6 something that you require?  Have you tried PING -v4 for comparison, just to see? Note that many routers throttle their ICMP error responses to the point that you may get dropped responses to PING/route mapping utilities when everything is in perfect working order.

One of the things I note here is that you're obviously on ADSL2+ at 6 Mbps, which means you've got a pretty long run back to the CO.  Can you post your sync rate and error counts from the NVG 510's configuration pages ( http://192.168.1.254/ )

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 8 (297 Views)

Re: Frequent poor connection and packet loss

@flyingmeatball 

 

 

As well as Noise and Attenuation levels.

 

 

 

                              

Message 3 of 8 (295 Views)
Contributor

Re: Frequent poor connection and packet loss

[ Edited ]

I don't require IPv6, I'm not doing anything special with this connection.  I haven't tested IPv4, but I'm getting the same slow speed on any connection I hit, be it gaming, netflix, VPN into my office, or just browsing the web.  Next time the slow speeds hit I'll give that a try.  Here's the rest of my statistics:

 

 DownstreamUpstream
SN Margin (dB)10.812.9
Line Attenuation (dB)33.520.9
Output Power(dBm)19.212.1
Errored Seconds832
Loss of Signal00
Loss of Frame00
FEC Errors264183
CRC Errors1602

 

Here's what I have in the error logs:

 
Message 4 of 8 (281 Views)
ACE - Expert

Re: Frequent poor connection and packet loss

The "no responses from nameserver" messages tell me that your NVG 510 lost communication with the DNS server due to line quality isuses.  Your SN margin is low, your attenuation is high; both to be expected to some extent at a long distance from the CO.   Hard to determine how bad your error counts are without knowing how long the RG had been collecting stats for.  But you never want to see CRC errors or errored seconds.

The "ELAN" messages look like your machine connected in port 1 rebooted or was disconnected several times.  If not, check your cable to be sure it's firmly seated at both ends, or try a new cable.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 8 (260 Views)
Contributor

Re: Frequent poor connection and packet loss

Thanks for the help - the machine has rebooted frequently, I have it on a short sleep timer.  I've cleared the logs and will check next time it slows down to see whether its logging errors.  Do you know what the solution to the line quality problem is?  I've had numerous reps check the line from the router to the outside of the building, and nobody has found anything.

Message 6 of 8 (242 Views)
ACE - Expert

Re: Frequent poor connection and packet loss

The line quality issues could be anyone of a hundred things.  Of the hundred, you may be able to control 5 or 6, and AT&T can control about 90, i.e. some things just, unfortunately, cannot be fixed.  You could try scaling back to 3 Mbps service to see if the issues are in the higher frequencies.  If you have POTS, then be sure you have filters installed.  There are plenty of things in your home that could create RF interference that your modem picks up (see http://forums.att.com/t5/Receivers-Battery-Backup/Tracking-Down-Line-Interference/m-p/265417)  There are myriad wiring issues between the CO and your house that could impact you, including cross talk, shorts, connections with poor connectivity, and on and on.

It may be that you'll have to go to the competition, assuming they have a better plant and can give you better service.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 8 (232 Views)

Re: Frequent poor connection and packet loss

I've got the same problems. I'm sure ATT is tired of me calling. I was on the phone last night for an hour because my Xbox One wouldn't stay connected. The lady was sending me a new router. This morning my internet went completely out. I called again and the guy "fixed" it. It worked for about five minutes. Now my download speeds are .33 and my upload speed is .42. I plan on making a complaint to the BBB, if I can get my internet to stay working for longer than 5 minutes.

Message 8 of 8 (219 Views)
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