A lot of packet loss at night, need help!

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bluntey

Honorable
May 5, 2013
40
1
10,530
Hello all,
At night time around 7-9pm and possibly later, i'm getting crazy packet loss so bad that I can't even load webpages half the time. When I ping google during it, it times out every 2 of 4 pings. I had a tech come here and all he said was "I don't think it's the modem, I had it for 10 years and it worked fine". He basically removed a bunch of splitters, then left.

Heres the stats on my modems page:
Downstream 1 10 915.00 MHz -3.89 dBmV 37.09 dB 256QAM 3274310 19 0
Downstream 2 3 873.00 MHz -3.53 dBmV 37.94 dB 256QAM 3093032 0 0
Downstream 3 4 879.00 MHz -4.41 dBmV 37.09 dB 256QAM 2995106 4 0
Downstream 4 5 885.00 MHz -3.79 dBmV 37.09 dB 256QAM 2943736 0 0
Downstream 5 6 891.00 MHz -4.55 dBmV 37.94 dB 256QAM 3087941 0 0
Downstream 6 7 897.00 MHz -4.26 dBmV 37.94 dB 256QAM 3184990 0 0
Downstream 7 8 903.00 MHz -4.83 dBmV 37.36 dB 256QAM 3059488 0 0
Downstream 8 9 909.00 MHz -4.12 dBmV 37.36 dB 256QAM 3042385 0 0

Upstream 1 3 29.50 MHz 31.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 2 22.70 MHz 30.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 4 36.30 MHz 31.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
 
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bluntey

Honorable
May 5, 2013
40
1
10,530
Should have mentioned that, I'm on cable (penteledata to be exact) and i'm connected straight into the modem through ethernet, I bypassed the router to see if that was the issue.
 
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bluntey

Honorable
May 5, 2013
40
1
10,530
My packet loss just happened for a few minutes and I did a tracert to google while it was happening.

packet loss just happened again and I did a tracert to google while it was happening.
Tracing route to google.com [172.217.12.174]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * 7 ms 10.170.0.1
3 * * * Request timed out.
4 * 29 ms 19 ms gateway-be7-abn2sm2.abn.ptd.net [207.44.125.2]
5 * * * Request timed out.
6 16 ms 16 ms 15 ms 108.170.246.49
7 16 ms 43 ms 17 ms 216.239.49.197
8 37 ms 18 ms 31 ms 108.177.3.50
9 17 ms 17 ms 20 ms 209.85.254.128
10 32 ms 16 ms 15 ms 108.170.248.1
11 16 ms 15 ms * 108.170.226.199
12 * 16 ms 17 ms lga25s62-in-f14.1e100.net [172.217.12.174]

Here is the tracert when everything is running fine:
Tracing route to google.com [172.217.12.174]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 7 ms 7 ms 10.170.0.1
3 8 ms 9 ms 8 ms gateway-BE8-sthBlocal1.str.ptd.net [207.44.122.213]
4 16 ms 17 ms 16 ms gateway-be7-abn2sm2.abn.ptd.net [207.44.125.2]
5 * * * Request timed out.
6 16 ms 18 ms 16 ms 108.170.246.49
7 16 ms 17 ms 18 ms 216.239.49.197
8 18 ms 17 ms 18 ms 108.177.3.50
9 17 ms 16 ms 17 ms 209.85.254.128
10 17 ms 16 ms 17 ms 108.170.248.1
11 16 ms 15 ms 15 ms 108.170.226.199
12 16 ms 15 ms 15 ms lga25s62-in-f14.1e100.net [172.217.12.174]
 
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bill001g

Titan
Aug 9, 2012
28,318
2,753
125,640
I forget the actual number you want for docsis2 but those look pretty good. It could be as simple as all your neighbors getting home from work and turning on netflix. Most cable companies have reduced the number of people that share a segment but there are still some that have no competition that will overload their system. They of course will never admit this.

I would see if you could find a neighbor and see if they see issues at those times also. Only the ISP can actually see what would be causing this, it might be something other than overload but there is not much you can do to test.
 
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bill001g

Titan
Aug 9, 2012
28,318
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You mean at hop 2. That is exactly what a problem with the connection between your house and the ISP looks like. If it did it all the time then you would suspect a equipment failure like the wires coming to your house or maybe some issue near the street. When it only occurs at certain times of day it is not a hardware issue or some bug in software it has to be related to other people or other causes outside your house. You can get stupid stuff like the sun shines on some equipment at certain times of day but that would be very rare
 
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bluntey

Honorable
May 5, 2013
40
1
10,530
Yep, it only happens starting around 8pm at night, going all the way up to 11pm on bad nights. Is it possible that it can be the modem itself if it's only happening at certain times?
 
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bill001g

Titan
Aug 9, 2012
28,318
2,753
125,640
If you said it happens during the afternoon I would say maybe your house gets too hot in that area but the time you are talking about are exactly when people at home are using the internet the most. You would think everyone would have huge issues and give up watching their netflix but maybe it is worse for you for some reason.

Now if you set parental controls on your modem and restrict your bandwidth during those time it can cause it but I suspect since you know how to use ping and tracert commands you did not do something silly like that.
 
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bluntey

Honorable
May 5, 2013
40
1
10,530
So if it is my neighborhood and everything is congested, what can even be done or what should I say to them when I call them tonight? It's probably more noticeable for me because I'm usually gaming on my net and there's a chance that my neighbors aren't doing that.
 
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COLGeek

COLGeek

Cybernaut
Moderator
Apr 6, 2009
54,206
3,413
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A saturated network will suffer packet loss and slower response times as well as the likelihood of reduced throughput to individual connected networks (like your private network behind your firewall).

I used to see a similar drop in a previous residence when the neighborhood kids came home from school, especially during winter months (near Chicago).
 
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bluntey

Honorable
May 5, 2013
40
1
10,530
Hopefully when I call them tonight, they can see how bad it really is. Some nights are better than others..

Should I even swap my modem out then? Possible that my modem suffers packet loss the longer it's on?
 
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bluntey

Honorable
May 5, 2013
40
1
10,530
My isp will charge me $50 to swap my modem out, unless if they come here and find a problem with it. Then it's $25..lol. I just need to wait until it gets so bad at night again and i'll give them a call. Will update this post tonight if it happens again after I call them. I will also mention to them about my neighbors causing congestion and packet loss during peak hours and see what they say..
 
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