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50+% packet loss

particle
New Contributor

50+% packet loss

We’ve had a major packet loss problem for the past couple of days. I rebooted the modem & router several times, including via web site (when we can reach it). We appear to hit problems as soon as we reach the head end. Here’s the trace route:

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 56 byte packets
 1  sent:66 loss:0% last:2.04 ms avg:2.317 ms
    red.higgs.net (10.0.0.1)
 2  sent:66 loss:0% last:4.075 ms avg:4.675 ms
    gw.higgs.net (96.64.130.238)
 3  sent:66 loss:51.5% last:12.125 ms avg:16.036 ms
    96.120.112.149
 4  sent:66 loss:33.3% last:12.145 ms avg:19.504 ms
    te-0-7-0-8-sur02.bloomington.in.indiana.comcast.net (162.151.35.45)
 5  sent:66 loss:37.9% last:28.678 ms avg:25.164 ms
    be-9-ar01.kokomo.in.indiana.comcast.net (68.85.177.241)
 6  sent:66 loss:39.4% last:31.857 ms avg:34.599 ms
    be-3-ar01.elmhurst.il.chicago.comcast.net (68.86.197.49)
 7  sent:66 loss:39.4% last:35.88 ms avg:36.025 ms
    be-33491-cr01.chicago.il.ibone.comcast.net (68.86.92.33)
 8  sent:66 loss:39.4% last:31.802 ms avg:34.214 ms
    be-10506-cr02.350ecermak.il.ibone.comcast.net (68.86.86.229)
 9  sent:66 loss:37.9% last:29.66 ms avg:35.776 ms
    hu-0-12-0-0-pe04.350ecermak.il.ibone.comcast.net (68.86.83.162)
10  sent:65 loss:35.4% last:41.362 ms avg:39.114 ms
    as15169-2-c.350ecermak.il.ibone.comcast.net (66.208.233.142)
11  sent:65 loss:100% last:0 ms avg:0 ms
12  sent:65 loss:35.4% last:35.5 ms avg:37.241 ms
    72.14.232.192
13  sent:65 loss:40% last:29.145 ms avg:34.148 ms
    74.125.37.9
14  sent:65 loss:38.5% last:27.064 ms avg:32.311 ms
    google-public-dns-a.google.com (8.8.8.8)

 

13 REPLIES
particle
New Contributor

Re: 50+% packet loss

Same traceroute directly from the cable modem:

 

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 56 byte packets
 1  sent:61 loss:0% last:9.484 ms avg:4.933 ms
    10.1.10.1
 2  sent:61 loss:52.5% last:18.254 ms avg:25.288 ms
    96.120.112.149
 3  sent:61 loss:49.2% last:21.242 ms avg:21.84 ms
    te-0-7-0-9-sur01.bloomington.in.indiana.comcast.net (162.151.35.53)
 4  sent:61 loss:54.1% last:14.985 ms avg:36.586 ms
    be-9-ar01.indianapolis.in.indiana.comcast.net (68.85.176.245)
 5  sent:61 loss:59% last:26.691 ms avg:36.353 ms
    be-3-ar01.area4.il.chicago.comcast.net (68.86.188.181)
 6  sent:60 loss:40% last:26.621 ms avg:46.937 ms
    be-33491-cr02.350ecermak.il.ibone.comcast.net (68.86.91.165)
 7  sent:60 loss:46.7% last:27.174 ms avg:39.82 ms
    hu-0-10-0-0-pe04.350ecermak.il.ibone.comcast.net (68.86.83.50)
 8  sent:60 loss:58.3% last:26.764 ms avg:32.515 ms
    as15169-2-c.350ecermak.il.ibone.comcast.net (66.208.233.142)
 9  sent:60 loss:100% last:0 ms avg:0 ms
10  sent:60 loss:46.7% last:27.84 ms avg:36.247 ms
    72.14.239.122
    72.14.239.114
11  sent:60 loss:46.7% last:29.952 ms avg:45.084 ms
    108.170.235.167
    216.239.63.197
12  sent:60 loss:46.7% last:24.4 ms avg:39.37 ms
    google-public-dns-a.google.com (8.8.8.8)
particle
New Contributor

Re: 50+% packet loss

Also, speed tests show almost normal download speed but 0.2Mbps upload speeds. This is repeatable.

particle
New Contributor

Re: 50+% packet loss

I'll revise that. I can't even run the Xfinity Speed Test...

 

And I can't upload the screen shot of that failing, because that upload failed...

 

Uploading Screen Shot 2017-11-25 at 10.00.27 AM.png resulted in the following error: An unexpected error occurred.

particle
New Contributor

Re: 50+% packet loss

I'd call in using my Comcast VOIP line, but it doesn't work for beans at the moment. No upstream. So no-one at Comcast can hear us call for help. I'd upload the recordings, but 0.00Mbps upload. 

particle
New Contributor

Re: 50+% packet loss

Just drove to Starbucks to use their WiFi. They’re using Comcast and that’s exactly the same with >50% packet loss there to. Did a quick traceroute. Same offending IP killing all the packets: 96.120.112.49

 

Managed to call tech support from cell phone. Waiting for an engineer to show up.

particle
New Contributor

Re: 50+% packet loss

Additional weirdness. After about two minutes, traceroutes are resolving our gateway DNS name to all hops of the traceroute as well as the correct PTR name.

particle
New Contributor

Re: 50+% packet loss

Latest update. The technician came and went. But still no resolution. He ensured everything was on site is working correctly. 

 

Further diagnostics showed downstream levels are stable. However upstream levels are going up and down like a yo-yo in and out of spec. We manage to squeeze 0.2Mbps upstream when it’s in spec. Which is a bit ridiculous as it’s supposed to be 20Mbps. Otherwise upstream is consistently testing at 0.00Mbps.

 

Now the technician is saying this is the power company’s fault (South Central Indiana REMC) as there’s electrical interference affecting the cable signal in the local vicinity. Ticket # JB19781503

 

Not completely convinced about this unless we’re sharing nodes here. The Starbucks I mentioned earlier that had the same packet loss problems shouldn’t be in the same node.

particle
New Contributor

Re: 50+% packet loss

Packet loss to 96.120.112.149 (the very first hop out of here) over time today (11/26/17):

 

 

5am = 0-3%

8am = 5-8%

10am = 10-15%

12noon = 50-60%

 

All hops beyond 96.120.112.149 are 50-60% packet loss. These numbers come from 3 minute samples.

 

So the connection is more or less completely unusable again.

Official Employee

Re: 50+% packet loss

Hi particle.

 

I would like to help with your internet service. Please private message me your full name, your service address and the phone number associated on the account.

particle
New Contributor

Re: 50+% packet loss

Thanks, PM sent.

 

It looks like it's resolved itself. I've just run traceroute for the last 5 minutes and we have zero packet loss right now. Even the ibone is behaving itself!

particle
New Contributor

Re: 50+% packet loss

Spoke too soon... this is a five minute sample... it’s starting back up again... currently at 5%...

 

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 56 byte packets
 1  sent:151 loss:0% last:2.038 ms avg:3.518 ms
    red.higgs.net (10.0.0.1)
 2  sent:151 loss:0% last:10.238 ms avg:10.155 ms
    gw.higgs.net (96.64.130.238)
 3  sent:150 loss:5.3% last:20.572 ms avg:25.832 ms
    96.120.112.149
 4  sent:150 loss:6% last:13.317 ms avg:24.235 ms
    te-0-7-0-8-sur02.bloomington.in.indiana.comcast.net (162.151.35.45)
 5  sent:150 loss:8% last:32.654 ms avg:31.461 ms
    be-9-ar01.kokomo.in.indiana.comcast.net (68.85.177.241)
 6  sent:150 loss:5.3% last:41.283 ms avg:42.768 ms
    be-3-ar01.elmhurst.il.chicago.comcast.net (68.86.197.49)
 7  sent:150 loss:6.7% last:35.824 ms avg:44.145 ms
    be-33491-cr01.chicago.il.ibone.comcast.net (68.86.92.33)
 8  sent:150 loss:4% last:32.653 ms avg:41.448 ms
    be-10506-cr02.350ecermak.il.ibone.comcast.net (68.86.86.229)
 9  sent:150 loss:6.7% last:38.732 ms avg:42.771 ms
    hu-0-12-0-0-pe04.350ecermak.il.ibone.comcast.net (68.86.83.162)
10  sent:150 loss:7.3% last:40.148 ms avg:43.187 ms
    as15169-2-c.350ecermak.il.ibone.comcast.net (66.208.233.142)
11  sent:150 loss:100% last:0 ms avg:0 ms
12  sent:150 loss:4.7% last:44.742 ms avg:40.324 ms
    72.14.232.192
13  sent:150 loss:7.3% last:91.496 ms avg:41.081 ms
    74.125.37.9
14  sent:150 loss:6% last:35.407 ms avg:40.548 ms
    google-public-dns-a.google.com (8.8.8.8)
particle
New Contributor

Re: 50+% packet loss

Just had a crew show up to say it’s fixed. We hope. Again. They said it was intermittent electrical interference in a local line amplifier. All good so far.

 

This is what it’s supposed to look like (5 minute sample - only packet loss in Chicago):

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 56 byte packets
 1  sent:151 loss:0% last:6.586 ms avg:6.545 ms
    red.higgs.net (10.0.0.1)
 2  sent:151 loss:0% last:6.109 ms avg:11.493 ms
    gw.higgs.net (96.64.130.238)
 3  sent:150 loss:0% last:23.359 ms avg:24.255 ms
    96.120.112.149
 4  sent:150 loss:0% last:21.628 ms avg:27.513 ms
    te-0-7-0-8-sur02.bloomington.in.indiana.comcast.net (162.151.35.45)
 5  sent:150 loss:0% last:25.819 ms avg:33.27 ms
    be-9-ar01.kokomo.in.indiana.comcast.net (68.85.177.241)
 6  sent:150 loss:0% last:35.733 ms avg:45.159 ms
    be-3-ar01.elmhurst.il.chicago.comcast.net (68.86.197.49)
 7  sent:150 loss:0% last:42.329 ms avg:43.973 ms
    be-33491-cr01.chicago.il.ibone.comcast.net (68.86.92.33)
 8  sent:150 loss:1.3% last:44.865 ms avg:44.756 ms
    be-10506-cr02.350ecermak.il.ibone.comcast.net (68.86.86.229)
 9  sent:150 loss:0% last:40.101 ms avg:45.412 ms
    hu-0-12-0-0-pe04.350ecermak.il.ibone.comcast.net (68.86.83.162)
10  sent:150 loss:0% last:46.123 ms avg:44.353 ms
    as15169-2-c.350ecermak.il.ibone.comcast.net (66.208.233.142)
11  sent:150 loss:100% last:0 ms avg:0 ms
12  sent:150 loss:0% last:42.892 ms avg:43.534 ms
    72.14.232.192
13  sent:150 loss:0% last:36.711 ms avg:41.79 ms
    74.125.37.9
14  sent:150 loss:0% last:38.587 ms avg:42.845 ms
    google-public-dns-a.google.com (8.8.8.8)
particle
New Contributor

Re: 50+% packet loss

It could’ve lasted a bit longer than half an hour but no... back to 10% packet loss...

 

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 56 byte packets
 1  sent:150 loss:0% last:3.207 ms avg:5.743 ms
    red.higgs.net (10.0.0.1)
 2  sent:150 loss:0% last:4.406 ms avg:12.683 ms
    gw.higgs.net (96.64.130.238)
 3  sent:150 loss:10% last:18.753 ms avg:28.388 ms
    96.120.112.149
 4  sent:150 loss:11.3% last:32.588 ms avg:28.47 ms
    te-0-7-0-8-sur02.bloomington.in.indiana.comcast.net (162.151.35.45)
 5  sent:150 loss:8.7% last:24.459 ms avg:35.647 ms
    be-9-ar01.kokomo.in.indiana.comcast.net (68.85.177.241)
 6  sent:150 loss:10.7% last:42.368 ms avg:46.252 ms
    be-3-ar01.elmhurst.il.chicago.comcast.net (68.86.197.49)
 7  sent:150 loss:8% last:33.534 ms avg:46.607 ms
    be-33491-cr01.chicago.il.ibone.comcast.net (68.86.92.33)
 8  sent:150 loss:8.7% last:32.805 ms avg:47.023 ms
    be-10506-cr02.350ecermak.il.ibone.comcast.net (68.86.86.229)
 9  sent:150 loss:10% last:32.597 ms avg:44.397 ms
    hu-0-12-0-0-pe04.350ecermak.il.ibone.comcast.net (68.86.83.162)
10  sent:149 loss:5.4% last:36.135 ms avg:49.28 ms
    as15169-2-c.350ecermak.il.ibone.comcast.net (66.208.233.142)
11  sent:149 loss:100% last:0 ms avg:0 ms
12  sent:149 loss:4.7% last:41.372 ms avg:47.395 ms
    72.14.232.192
13  sent:149 loss:8.1% last:35.364 ms avg:47.205 ms
    74.125.37.9
14  sent:149 loss:9.4% last:39.599 ms avg:44.976 ms
    google-public-dns-a.google.com (8.8.8.8)
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