Question How to fix late packets?

mtracy1991

Notable
Nov 6, 2018
549
25
1,190
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Hello all,

Current ISP: Optimum Online

Hello all, I have a major issue I've been dealing with dealing with three different modems after I moved to my new home on September 1st. I have Optimum Online as an ISP and my internet was running fine with my CM500 modem & RT5300 Router. I was told to replace my original CM500 modem as per the technician over the phone. Ok cool, I did and ran off of Wi-Fi during the 1st CM500 I had and the second as well. I switched to ethernet and I still experience the same after upgrading my internet to the 1 gigabit down and 50 gigabit up. So I upgraded to the CM1200. I was told it's not compatible by the tech over the phone, told her off and got it setup and running. I had a tech come out twice and replace line to the drop and inside the house coaxial cables in hope this would resolve the issue. At this time, I experience high MS no matter what time of the day is; can be morning at work where my MS shoots up mysteriously while being hard wired or during the evening where my MS also shoots up (stays up in the triple digits). I ran ping tests to my router and receive less than 1 MS but if I ping google.com I get triple digit MS for the whole ping test until I decide to cancel. Also, I navigated around the house and disassembled any coaxial connected to additional splitters at this time. I had issues with internet having only 6 devices connected. When I play League of Legends, I get terrible MS in the triple digits, which literally makes little sense to me.
What I've done so far:
factory reset my router
power cycled them
ran the following commands:
dnsflush, ipconfig /release, /renew
Reinstalled my NIC drivers, reimaged my PC
Ran ping tests on numerous PC's both connected by Ethernet & Wi-Fi
Ran WinMTR
Viewed event log on modem:
DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:36:c9:42:e9:60;CMTS-MAC=00🇦🇫1f:1f:7b:28;CM-QOS=1.1;CM-VER=3.1;
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:42:e9:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Honoring MDD; IP provisioning mode = IPv4
DHCP WARNING - Non-critical field invalid in response ;CM-MAC=08:36:c9:42:e9:60;CMTS-MAC=00🇦🇫1f:1f:7b:28;CM-QOS=1.1;CM-VER=3.1;
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=08:36:c9:42:e9:60;CMTS-MAC=00🇦🇫1f:1f:7b:28;CM-QOS=1.1;CM-VER=3.1;
DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:36:c9:42:e9:60;CMTS-MAC=00🇦🇫1f:1f:7b:28;CM-QOS=1.1;CM-VER=3.1;

Complained to ISP help desk numerous times, going to request a tier 2 tomorrow morning.
What I've noticed:
At times with my CM1200, I run the speedtest.net and I get up to 1000 Mbps. However, I've noticed where the speedometer for speed tends to reach ~20 Mbps until I power cycle my modem. I wonder if I should return this modem and use a different one; I had someone tell me about Netgear firmware/software not working with certain ISPs.

I ran WinMTR:
|------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| RT-AC5300-81D0 - 0 | 239 | 239 | 0 | 0 | 4 | 0 |

| 10.240.185.117 - 1 | 235 | 234 | 6 | 86 | 487 | 194 |

| 67.59.248.36 - 0 | 239 | 239 | 7 | 84 | 487 | 246 |

| 67.83.224.148 - 0 | 239 | 239 | 13 | 90 | 546 | 170 |

| 64.15.8.162 - 1 | 231 | 229 | 10 | 83 | 545 | 162 |

| 64.15.3.241 - 1 | 235 | 234 | 13 | 94 | 546 | 265 |

| No response from host - 100 | 48 | 0 | 0 | 0 | 0 | 0 |

| 108.170.234.16 - 0 | 239 | 239 | 12 | 92 | 546 | 186 |

| 108.170.237.211 - 0 | 239 | 239 | 13 | 92 | 546 | 186 |

| lga25s55-in-f228.1e100.net - 0 | 239 | 239 | 14 | 92 | 487 | 170 |

|____|__|__|__|__|__|__|

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
I ran some packet loss tests and received:
Packet Loss🠥 0.0%(0 / 149)
Total Packet Loss🠥🠧 0.7%(1 / 149)
Download Packet Loss🠧 0.7%(1 / 149)
Late Packets⏱ 69.1%(103 / 149)

I can run this again and get different results. I have had packet loss above 5% and late packets beyond 69%.
I'll take any suggestions at this time as I get very incompetent technicians over the phone when I question these things... Typically it's "There is no packet loss so we can't help you, call back." So I appreciate any information at this time or additional steps.


Please see the image below:
 
Last edited:

RealBeast

Titan
Moderator
The CM500 modem is not capable of gigabit speed.

Your CM1200 should be a good choice, but it is always best to ask your provider first. When you switch to a new modem you need to contact their support to enable it at your location, i.e. you cannot just swap them without assistance -- and try to be polite, it really does help.

I use an Arris SB8200, as I have always used the brand and had good luck, but again, ask or find their compatibility page.
 
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mtracy1991

Notable
Nov 6, 2018
549
25
1,190
46
The CM500 modem is not capable of gigabit speed.

Your CM1200 should be a good choice, but it is always best to ask your provider first. When you switch to a new modem you need to contact their support to enable it at your location, i.e. you cannot just swap them without assistance -- and try to be polite, it really does help.

I use an Arris SB8200, as I have always used the brand and had good luck, but again, ask or find their compatibility page.
I upgraded the CM500 once I upgraded my internet speed to 1 gigabit speed. Secondly, I had them enable the modem at my location. I am having a tech come out today to see what is going on.
 

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