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High Latency time for certain location

ultrasound1
New Contributor

High Latency time for certain location

I have Comcast Business 100 Mbps/ 10 Mbps connection where the speed test works fine as far as bandwidth is concerned. Even the ping time 15 ms is OK with me.  I frequently connect to a server 63.99.207.205 and other servers nearby.

In the past months I have consistantly seen  high lag time and high % packet loss occurring on the 6 th hop at IP address which is outside Texas where I live. (4.68.71.109).

 I have contacted both Comcast and Tradestation.com which operates my final destination server (63.99.207.205). Both parties blame each other for the problem.The Tradestation IT people tell me that many of their customers with cheaper intenet connections and lower bandwidth have better lag time/ ping time than me!

Its not the bandwidth but the lag that is killing my business internet as the data stream is regularly  interrupted everyday including weekends and holidays shutting off all my Excel macros. This packet loss and very high lag time (1000 -2000 ms) MY ping plotter.jpg with my internet connection seems to be unsolvable. I am wondering if T1 line with lower bandwidth but no hops can serve my needs.

Please help.

20 REPLIES
Community Manager
Community Manager

Re: High Latency time for certain location

Hello ultrasound1 and welcome to forums,

 

I am sorry to hear about your latency issues. I would like to temporarily put your modem into an IPv4 only mode. This will force a re-registration to the network. Usually this push resolve connection issues along the routing table. This process can take up to 40 minutes to complete. Do you have a preferred time to try this rest?  (AM|PM)

ultrasound1
New Contributor

Re: High Latency time for certain location

No preferred time. Please inform me in advance so that I can get ready for it. Thank you for responding fast.

Community Manager
Community Manager

Re: High Latency time for certain location

Hello ultrasound1,

 

Sorry for my delayed response. I am prepared to put your modem into IPv4 only mode if you are prepared. Please message back when you are ready.

 

Thank You

ultrasound1
New Contributor

Re: High Latency time for certain location

Hi I am ready Please go ahead with my modem reset etc. If you have questions please call me at 713-253-6156

Community Manager
Community Manager

Re: High Latency time for certain location

Thank you,

 

I have pushed the IPv4 only mode to your modem. Once the rest is complete please test your signal for a day or so to see if the issue is resolved.

 

Thank You

ultrasound1
New Contributor

Re: High Latency time for certain location

Is it complete now?

Community Manager
Community Manager

Re: High Latency time for certain location

Yes my rest is complete. Please test your service for a few days and report any issues that you run into.

 

Thank You

ultrasound1
New Contributor

Re: High Latency time for certain location

Thank you.

ultrasound1
New Contributor

Re: High Latency time for certain location

Sorry, I could not resist testing the connection. Not much difference. Please make a suggestions. I can wait and try tomorrow. Currently, I am out my trading business!2017-06-22_13h57_59.jpg2017-06-22_13h58_19.jpg

Community Manager
Community Manager

Re: High Latency time for certain location

Thank you,

 

I apologize but I would ask that we allow more time for the modem to re-register to the network. These changes along the routing table can take some time to complete. If the signal is not improved by the end of the weekend, we may need to escalate to the Tier II support group.

ultrasound1
New Contributor

Re: High Latency time for certain location

Hi:

The problem with latency persists. Please help ASAP. Thank you.

63.99.207.205.png63.99.207.142.png

Community Manager
Community Manager

Re: High Latency time for certain location

Sorry for my delayed response,

 

Are you still showing the latency issues at this time? Is this the only lag you have experienced as of recent?

ultrasound1
New Contributor

Re: High Latency time for certain location

Hi:

The latency issue is persistant. It was fine a few weks ago. Because of latency and packet loss I keep getting diconnected from my broker and it halts all the macros running on my EXCEL spread sheet. The connection worked perfactly for many months before this happened.

Do you think a new modem may a solution to my problem?

Community Manager
Community Manager

Re: High Latency time for certain location

Sorry for the delayed response. I am not sure if that is the final solution but I would like to send a tech out to double check the lines. I can also have them bring an extra modem. Do you have a preferred time of day for this visit (AM|PM)?

ultrasound1
New Contributor

Re: High Latency time for certain location

Sounds Great. AM is better but PM is OK too. Sooner the better

Community Manager
Community Manager

Re: High Latency time for certain location

Thank you,

 

I have created a truck roll for tomorrow 6/29/17 9a - 11a. Your ticket number for this visit is CR715275480. I have informed the tech to bring an extra modem in case they do not find any other issues. Please message back and let me know our progress.

ultrasound1
New Contributor

Re: High Latency time for certain location

Sounds good.

Community Manager
Community Manager

Re: High Latency time for certain location

Hello ultrasound1,

 

I wanted to check and see how your tech visit went. Are your services working correctly?

ultrasound1
New Contributor

Re: High Latency time for certain location

I am sorry to say but after checking the line and replacing the modem the problems remain unchanged. Still 100% packet loss and large latency. I am getting frequent cut off of my data stream from my broker's server in Florida.

Community Manager
Community Manager

Re: High Latency time for certain location

I apologize for any frustration this has caused. I am creating a Tier II ticket to review the lines and escalate tot line techs if need be. Your ticket number for this escalation is CR715746822. They typically do not update once they resolve the ticket so I will check back to see how thigns are going. If you signal gets worse please do not hesitate to message for support.

 

Thank You

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