Temporary Packet Loss

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Mechonis

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Apr 3, 2014
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I've been having some rather sporadic packet loss for about 3 months now. I'll be gaming or watching a video online and suddenly there will be a 20%-100% packet loss (obtained from Killzone Shadowfall's built-in packet loss meter) for about 1-10 seconds long. My ISP and pingtest.net both do not detect any issue due to how random it is. I can be gaming for 40 minutes before it decides to have one of these fits or they can happen every 5 minutes.

I recently had a guy from our ISP come in here and look at it. He ended up fixing a broken connection in the line and replacing the entire system outside of the house to update it. I assumed that this would resolve the issue, but it still persists.

I've tried direct connection to the modem via Cat 5 & Cat 7 cables, but that still yielded the same results. I'm wondering if it's the modem, but the ISP serviceman assured me that the modem was fine.

Anyone have any idea what is causing this and how to fix it?
 
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You want to run the run the traceroute some time in advance and then select hops to run continues ping commands in back ground windows.

There are ping plotter type of programs but they tend to send enough traffic to cause problem themselves if you leave them run all the time.

Really the only thing you have left is to spend money replacing a modem but if that is not the issue (and it seldom is) then you are still back where you started. You will have to be able to prove to them you are getting packet loss in part of their network and then they have to be willing to fix it.
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Mechonis

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Given that the problem persists when directly connected to the modem, I'm betting the router or bandwidth overload are not related to the issue. This is strengthened by the fact that the ISP claims their 100Mbps service works via the existing cables, and we're only using the 15Mbps service.

My ISP is Armstrong Cable and the modem is the ARRIS TM602G Telephony Modem (I believe it's a 2005 model). The problem occurs on any device connected to the internet, but is most noticeable when doing online gaming. That being said, I've had the problem occur most on PC (my laptop and custom rig), PS4, XBox One, Wii U, and XBox 360.

If you still must know the router, it's a TP-Link TL-WDR4300.
 
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bill001g

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There should be a menu in the router that show upstream and downstream channels and their db levels. I will not repeat the many guides here that show how to read these but in most cases when you are getting random issue one or more of these values in marginal.

In generally with a cable modem that has poor signal levels as you increase you traffic rates the service degrades more and more. With low traffic it run clean but with even moderate traffic you will see issues.

From your house it sounds like they have replaced the cables which is the most common cause of this. You need to verify that the splitters you are using are data rated....even though it is not common to find the older ones anymore. You also want to be connected to the very first splitter as the cable enters the house.

If there is still poor numbers you are left with some poor connection somewhere in the path near your house or the modem has issues. Unfortunately the modem failures tend to be transmission issues where they do not send enough signal for the ISP to detect but it will tell you everything is fine.

Now there is the chance that it is not in your cables but a problem farther up in the ISP network. That will be harder to find and fix. You are best off running traceroute and then leave constant ping command to multiple points in the trace to try to find the location of the first failure.
 
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Mechonis

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I'm not sure what you are saying about upstream and downstream channels and their db level data being shown on the router. My router has a system log and statistics pages in it's interface that track certain data. I think the statistics page is what you may be referring to.

The ISP did replace the cables outside of the house after I called them in. There are only 2 break points in the line. One of those was a new box they installed to tether the line to the power. The other was the broken connector that was replaced. There is no splitter along the line; other than those 2 points mentioned, the line practically runs straight to the modem which outputs both telephone and internet (we don't have a paid TV service).

Finding the problem via traceroute may be problematic. Given that the issue pops up whenever it wants to and a traceroute is not continuous, I could be constantly missing the problem when it occurs.

Would there be a way to run a continuous traceroute?
 
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bill001g

Titan
Aug 9, 2012
28,372
2,770
125,640
You want to run the run the traceroute some time in advance and then select hops to run continues ping commands in back ground windows.

There are ping plotter type of programs but they tend to send enough traffic to cause problem themselves if you leave them run all the time.

Really the only thing you have left is to spend money replacing a modem but if that is not the issue (and it seldom is) then you are still back where you started. You will have to be able to prove to them you are getting packet loss in part of their network and then they have to be willing to fix it.
 
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Solution
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Mechonis

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Apr 3, 2014
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So you're saying that there's no continuous traceroute command and that I'd need to rely on downloadable software to execute something in similar vain?

I have used a continuous ping command and can see the random moments of disconnect. If I could find out where in the line those disconnects were it would be easier to identify the source of the issue.
 
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bill001g

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Aug 9, 2012
28,372
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Ping should be good enough. Only the first few hops in the trace are realistic to get fixed. The first one is your router so obviously you are in control. The second is generally the first ISP router and represents the connection between your house and the ISP. This one also you should be able to get the ISP to fix. Anything past is hard to say. The next couple are generally inside your ISP network and if you get a tech with a brain they can fix it or at least know what to look at. But what for example would the ISP do if the problem was between them and another ISP they buy service from. If they were out of capacity would they buy more to fix your problem. The farther away in the trace you are the more likely you are in completely unrelated ISP which you would be lucky if anyone even responds to simple emails much less looked at a problem.

Generally problems are in the first few hops so you have a good chance to fix them. You really only need to test the first 3 or so to start so its not like you have a ton of windows open. This is problem with the automated tools. They send continuous traffic to all the hops and send quite a lot more than ping so they themselves causes issue with other application because they are using bandwidth.
 
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Mechonis

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Apr 3, 2014
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Thanks for the clarification. I honestly didn't know what you were suggesting for a while.

Anyway, I did run a traceroute and then continuously pinged every connection along the path and monitored where the closest total drop was. When hooked directly to the modem, the first IP address was where the packets were dropped. With the router, the packets were dropped at the second IP. This causes me to conclude that the problem is most certainly the modem.

The ISP is negligent that the modem is the issue and is having us run a new line through the house. Once that's done, they'll be coming over to put ends on the line and replace the modem "if it's seen as necessary." I guess I'll just have to keep pestering them if they decide not to replace the modem and the problem continues.

Thanks for your help!
 
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