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Major Packet Loss

Question asked by ouija on Nov 10, 2015
Latest reply on Nov 10, 2015 by ouija

Hi,

 

I recently had to replace my faulty SMC D3GN modem due to a hardware failure (which was a reliable unit for me for the past 10 years) and now have the Cisco DPC3825.

 

However since doing so, I now seem to be experiencing significant packet loss and ping issues.  Services like gaming on XBOX Live have been rendered completely useless because of connection issues and timeouts.

 

I've tested both WLAN and LAN connections and connected both directly through the modem and in conjunction with my Asus RT-AC66U (running DD-WRT) with the same results (so please do not imply this to be a hardware or configuration issue on my end, as so often happens every time I have connection issues with Shaw).  I've ran the cable line directly into the modem, I've restarted both units multiple times, spoke with Shaw "support" and been told that everything looks good on the 'software side' and that there isn't anything that appears to be an issue (thanks, useless Tier 1 support person!) and that they'll send out a technician to take a look -- 5 days from now.

 

The major issue is with Packet loss with outgoing (upload) data, which has been more that 50% in some cases.  Here's some trace routes and such (UPDATE: These have gotten significantly worse today!):

 

traceroute to 199.xxx.xxx.xxx, 30 hops max, 40 byte packets

1  192.168.1.1 (192.168.1.1)  0.656 ms  0.313 ms  0.292 ms

2  192.168.1.2 (192.168.1.2)  0.556 ms  0.429 ms  0.318 ms

3  * * *

4  64.59.133.245 (64.59.133.245)  9.864 ms  8.707 ms  10.158 ms

5  rc3sc-be10.wp.shawcable.net (66.163.78.2)  26.932 ms  26.68 ms  29.012 ms

6  rc4as-tge0-2-0-0.vx.shawcable.net (66.163.77.50)  72.024 ms  70.987 ms  72.384 ms

7  eqix.asbn.twtelecom.net (206.126.236.36)  76.062 ms  68.488 ms  69.165 ms

8  64.129.234.42 (64.129.234.42)  82.431 ms  86.553 ms  88.465 ms

9  74-202-124-94.static.twtelecom.net (74.202.124.94)  91.224 ms  91.057 ms  92.71 ms

10  199.xxx.xxx.xxx ( 199.xxx.xxx.xxx)  92.304 ms  99.022 ms  93.134 ms

 

 

traceroute to google.ca (24.244.4.94), 30 hops max, 40 byte packets

1  192.168.1.1 (192.168.1.1)  0.692 ms  0.28 ms  0.287 ms

2  192.168.1.2 (192.168.1.2)  0.432 ms  0.391 ms  0.352 ms

3  * * *

4  tl4tb.lb.shawcable.net (64.59.133.241)  10.097 ms  10.22 ms  29.003 ms

5  * * *

6  * * *

7  * * *

8  * * *

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

 

 

Pinging microsoft.com [134.170.185.46] with 32 bytes of data:

Request timed out.

Request timed out.

Request timed out.

Request timed out.

 

Ping statistics for 134.170.185.46:

    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

 

Tracing route to microsoft.com [134.170.185.46]

over a maximum of 30 hops:

  1    <1 ms     *        *     192.168.1.1

  2    <1 ms    <1 ms    <1 ms  192.168.1.2

  3   124 ms   127 ms   128 ms  RYAN-RGI [0.0.0.0]

  4    11 ms    24 ms    11 ms  tl4tb.lb.shawcable.net [64.59.133.241]

  5    11 ms    11 ms    10 ms  rd1so-ge15-0-0.cg.shawcable.net [66.163.71.89]

  6    24 ms    44 ms    22 ms  c1st-be11.vc.shawcable.net [66.163.72.70]

  7    20 ms    20 ms    23 ms  xe-7-0-2-0.yvr01-96cbe-1a.ntwk.msn.net [207.46.41.221]

  8    28 ms    30 ms    35 ms  104.44.225.218

  9    35 ms    34 ms    35 ms  104.44.8.66

10    57 ms    55 ms    63 ms  be-2-0.ibr01.co1.network.microsoft.com [104.44.4.100]

11    60 ms    55 ms    62 ms  ae63-0.co2-96c-1a.ntwk.msn.net [104.44.8.243]

12     *        *        *     Request timed out.

13     *        *        *     Request timed out.

14     *        *        *     Request timed out.

15     *        *        *     Request timed out.

16     *        *        *     Request timed out.

17     *        *        *     Request timed out.

18     *        *        *     Request timed out.

19     *        *        *     Request timed out.

20     *        *        *     Request timed out.

21     *        *        *     Request timed out.

22     *        *        *     Request timed out.

23     *        *        *     Request timed out.

24     *        *        *     Request timed out.

25     *        *        *     Request timed out.

26     *        *        *     Request timed out.

27     *        *        *     Request timed out.

28     *        *        *     Request timed out.

29     *        *        *     Request timed out.

30     *        *        *     Request timed out.

Trace complete.

 

--- reddit.com ping statistics ---

376 packets transmitted, 371 packets received, 1% packet loss

round-trip min/avg/max = 29.7/95.6/2697.3 ms

 

[~] # traceroute apple.ca

traceroute to apple.ca (17.178.96.7), 30 hops max, 40 byte packets

1  192.168.1.1 (192.168.1.1)  0.674 ms  0.312 ms  0.282 ms

2  192.168.1.2 (192.168.1.2)  0.396 ms  0.406 ms  0.366 ms

3  * * *

4  tl4tb.lb.shawcable.net (64.59.133.241)  12.659 ms  10.528 ms  9.259 ms

5  rc4ec-tge0-0-0-0.il.shawcable.net (66.163.65.18)  42.658 ms  39.58 ms  38.986 ms

6  17.1.148.33 (17.1.148.33)  40.623 ms  42.223 ms  42.114 ms

7  17.0.148.75 (17.0.148.75)  87.074 ms  91.975 ms  99.057 ms

8  17.0.156.77 (17.0.156.77)  87.78 ms  87.641 ms  87.046 ms

9  17.111.0.111 (17.111.0.111)  85.442 ms  87.496 ms 17.111.0.83 (17.111.0.83)  85.912 ms

10  17.111.65.217 (17.111.65.217)  86.93 ms 17.111.65.221 (17.111.65.221)  96.358 ms 17.111.65.223 (17.111.65.223)  91.145 ms

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  17.111.65.219 (17.111.65.219)  87.522 ms * *

18  * * *

19  * * *

20  * * *

21  17.111.65.223 (17.111.65.223)  95.799 ms * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

 

Grrr... glad I'm paying over $100 for a service that is consistently giving me problems.

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