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Question been having problems with internet ( packet loss, high latency )

Jul 15, 2020
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hello,

i have been having internet issue for the better part of a year now and every time my ISP comes out ( suddenlink ) they say everything is working fine which its not. ive noticed that im having an insane amount of uncorrectable errors 72000 to be exact. when playing games such as COD MW, fortnite or rainbow 6, the packet loss is so high it is unplayable. any help would be greatly appreciated.

thanks!

my current set up is a Netgear C7000v2

1LockedQAM25619669000000 Hz-0.1 dBmV37.1 dB10
2LockedQAM2561555000000 Hz1.7 dBmV38.5 dB40324
3LockedQAM2562561000000 Hz1.4 dBmV37.9 dB904
4LockedQAM2563567000000 Hz1.8 dBmV38.8 dB279
5LockedQAM25623693000000 Hz-2.5 dBmV35.9 dB410
6LockedQAM2565579000000 Hz1.9 dBmV38.5 dB220
7LockedQAM2566585000000 Hz2.3 dBmV38.4 dB250
8LockedQAM2567591000000 Hz1.8 dBmV38.3 dB200
9LockedQAM2568597000000 Hz1.7 dBmV38.2 dB290
10LockedQAM25615639000000 Hz1.8 dBmV38 dB180
11LockedQAM25616645000000 Hz1.8 dBmV38.2 dB390
12LockedQAM25625705000000 Hz-3.4 dBmV35.5 dB460
13LockedQAM25612621000000 Hz2 dBmV38.4 dB490
14LockedQAM25622687000000 Hz-1.7 dBmV36.4 dB130
15LockedQAM25618663000000 Hz0.3 dBmV37.3 dB600
16LockedQAM25620675000000 Hz-0.4 dBmV36.4 dB110
17LockedQAM25624699000000 Hz-3.7 dBmV35.4 dB10
18LockedQAM25626711000000 Hz-4.1 dBmV35.3 dB00
19LockedQAM25627717000000 Hz-3.5 dBmV35.7 dB70
20LockedQAM25628723000000 Hz-3.7 dBmV35.3 dB10
21LockedQAM25629729000000 Hz-3.2 dBmV35.9 dB00
22LockedQAM25630735000000 Hz-3.3 dBmV35.8 dB00
23LockedQAM25631741000000 Hz-4.3 dBmV35.1 dB8570971518
24LockedQAM25632747000000 Hz-5.1 dBmV34.4 dB7460
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec35500000 Hz36.7 dBmV
2LockedATDMA25120 Ksym/sec28700000 Hz34.3 dBmV
3LockedATDMA32560 Ksym/sec23500000 Hz33.3 dBmV
4LockedATDMA42560 Ksym/sec20000000 Hz33.5 dBmV
 
Those number are actually very low number of errors. It really depends on how long the modem has been on. It is not real clear how often these reset it seems to be a bit different between models of modem. Even reboot only sometimes clears them. The ISP also clears them from time to time it seems.

I strongly suspect that if you were to check say 5 minutes later you would not see the numbers change or it would be a very tiny change.

You can not really do anything about this. It just means there is some form of interference on that frequency someplace between you and the ISP office. Could be any cable any place in your neighborhood.

This also is not the cause of delays. Delays are caused by data being held in a buffer in some device. Problems with cabling you only see loss.

You need to do more extensive testing. Loss is generally easier to get fixed because it is generally some form of error. Delays are many times caused by over utilization of some connection causing equipment to buffer data.

Pretty standard first steps. Run a tracert to some ip like 8.8.8.8. It likely will not show anything real interesting unless you are very lucky. The goal is to get the IP addresses in the path.

You now run constant ping to the IP trying to find the hop that is the cuase. Problems in hop 1 are generally your router. Hop 2 should be the connection to the ISP. This is where if you actually had lots of unrecoverable packets you would see loss. High ping times on this hop are generally caused by you over using the bandwidth you have purchased. Since most people have over 100mbps cable connections this is not as common.
 

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