Great Speed Test, Ok Ping test, 1 - 5% packet data loss, poor streaming

[STL]

Great Speed Test, Ok Ping test, 1 - 5% packet data loss, poor streaming

Hello,
I recently moved a few miles. I transferred internet service. Charter 30mbps. I am having trouble with streaming. In particular, Netflix and occasional ITunes movies. Charter says nothing is wrong. I had techs out 3 times. We have tried 3 modems, 3 routers, changed out all the cable lines, had the main lines checked out. There are no splitters.
Ping test occasionally miss 1-4% packet data. Aprx 34ms 11jitter.

Modem Currently
Cisco DPC3010 DOCSIS 3.0 Cable Modem (Locked out)
All downstream chanels 1-2 dbmv
noise ration aprx 40
Up stream: 39.5dbmv single channel
(Also tried 2 Motorola modems)

Speed test 19 to 40 depending on time of day, etc

Current Router: Cisco E2500
default settings

Also tried Airport Extreme and another cisco router.

Test were also done with direct hardwire connection to modem only.

When I attempt to watch Netflix streaming videos the picture is pixelate on all devices besides xbox360. Other devices used were Apple Tv, Acer laptop XP, Macbook Maverick, Iphone 4, Iphone 5.
Using the Netflix Example short test all devices besides xbox run at a bitrate of 253kbps. Xbox runs at 3000k. Xbox and Apple Tv are hardwired to the router. Apple Tv does not detect internet connection without a router. I should be getting a much higher bit rate than 3m. Netflix has repeatedly told me that there is to much fluctuation on my line. Also, ITunes will occassionaly take hours to load a movie.

Episodic DNS errors when setting up new routers.

Hope my writing wasn't too terrible. Anybody have any tips or know whats going on?


Thanks

 

[bill001g]

You have done all the proper things and it almost HAS to be the ISP. Now comes the fun part of trying to prove it.

You best bet is to run traceroute to some address. Now open multiple cmd windows and ping continuously to each of the first few addresses in the trace. (there are some tools that do this I just tend to run old school on this).

What you are looking for is the first point that you start to see the loss. Even large jitter is a sign there is a issue.

When you connect directly to the modem the first hop should be the very first router in the ISP network. This is the one that is testing the wire and modem between your house and the ISP. If you see the errors here then you call them out again have them hook their PC up like this and make them explain why they THINK they see no errors.

Once you get past the first hop then you are going to need a very senior tech from the ISP. You are actually testing their internal network and possibly their connection to other ISP depending on how many hops away the problem is. If this was some tiny ISP many times they exceed the bandwidth they have purchased from their partner ISP but charter is huge so they likely peer with other ISP at 10g or more in most cases.

The really bad thing is they will always tend to blame content provider or their network and of course all the content providers blame your ISP.

If you can find a friend who also has charter cable you could test between your house and his with a tool like IPERF. This tool can test maximum rates as well as things like jitter. Charter cable would be more likely to admit they had a problem if you can show it has issues and it never leaves their network.

Now as a side note. I do know att uverse cable tv video has a impact on the bandwidth you get on the data side not sure about charter.