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Live Streaming to Twitch Is not Sending Information

jjudeen
Occasional Visitor

Live Streaming to Twitch Is not Sending Information

I livestream to Twitch.tv for 4-8 hours at a time as a part of my job. As soon as ths stream fires up, I get packet loss and upload speed craters. This happens across multiple computers on the network, and will persist, even when the bandwidth being used is well below the package I pay for (75/15). Let it be known that I am using a third party modem and router solution that are well within the specifications and models described by official comcast documentation. Below I will detail some of the troubleshooting steps I have gone through.

 

-Restarted / unplugged all connections on the computer, router, and modem

-Called comcast tech support twice, wherein they said my upload speed is what it should be and that they couldn't help me

-Replaced the ethernet cable

-Factory reset the modem

-Factory reset the router

-Updated firmware on the router

-Attempted to use the streaming software on a clean OS install

-Tried plugging the desktop directly into the modem for as simple a solution as possible.

 

For a breakdown of my routing and modem hardware, I use the

-Arris Surfboard 6183 (Modem)

-TP Link Archer C3200 (Router)

 

In my logs on the router I have noticed a lot of T3 time-outs in the event log that have really only started happening in the last few days.

 

MODEM-LOGS

Sat Jun 24 19:58:35 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Sat Jun 24 10:01:57 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;
Sat Jun 24 09:13:52 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Sat Jun 24 09:12:44 2017Critical (3)Resetting the cable modem due to docsDevResetNow
Sat Jun 24 09:04:28 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;
Sat Jun 24 02:33:39 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 23 23:19:39 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 22 15:46:04 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 21 19:22:31 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:1f:78;CMTS-MAC=00:01:5c:65:24:6a;CM-QOS=1.1;CM-VER=3.0;

/MODEM-LOGS

 

MODEM-STATUS

Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2561507000000 Hz12.2 dBmV40.5 dB00
2LockedQAM2562513000000 Hz11.8 dBmV42.6 dB00
3LockedQAM2564525000000 Hz11.9 dBmV42.8 dB00
4LockedQAM2565531000000 Hz12.5 dBmV43.4 dB00
5LockedQAM2566543000000 Hz12.2 dBmV42.9 dB00
6LockedQAM2567555000000 Hz12.1 dBmV42.0 dB00
7LockedQAM2568561000000 Hz12.3 dBmV42.6 dB00
8LockedQAM2569567000000 Hz11.8 dBmV42.5 dB00
9LockedQAM25610573000000 Hz12.5 dBmV43.6 dB00
10LockedQAM25611579000000 Hz12.0 dBmV42.9 dB00
11LockedQAM25616609000000 Hz10.3 dBmV41.8 dB00
12LockedQAM25618621000000 Hz9.5 dBmV41.1 dB00
13LockedQAM25620633000000 Hz9.5 dBmV41.1 dB00
14LockedQAM25621639000000 Hz9.5 dBmV40.9 dB00
15LockedQAM25622645000000 Hz9.1 dBmV40.8 dB00
16LockedQAM25624657000000 Hz8.6 dBmV40.3 dB00

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA35120 Ksym/sec29000000 Hz29.8 dBmV
2LockedATDMA15120 Ksym/sec16200000 Hz29.3 dBmV
3LockedATDMA25120 Ksym/sec22600000 Hz29.8 dBmV
4LockedATDMA45120 Ksym/sec35400000 Hz28.5 dBmV

/MODEM-STATUS

 

 

In addition to this, I ran testing on testmy.net, which does not inflate scores as it is not a flashed based speed testing utility.

 

Here were the results of the tests.

 

Download:

Download resultsDownload results

Upload:

Upload resultsUpload results

As you can see, the upload is very sporadic and not hitting the target of 15Mbps which I pay for.

 

Below this is the traceroute path results to twitch's servers:

 

C:\Windows\System32>tracert live.twitch.tv

Tracing route to live.twitch.tv [192.108.239.83]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2     9 ms     8 ms     9 ms  96.120.96.121
  3     7 ms     7 ms     8 ms  po-109-rur101.saltlakecity.ut.utah.comcast.net [68.87.220.201]
  4     8 ms     8 ms     7 ms  be-1-ar01.saltlakecity.ut.utah.comcast.net [162.151.49.133]
  5    21 ms    21 ms    20 ms  be-33660-cr02.denver.co.ibone.comcast.net [68.86.90.225]
  6    21 ms    19 ms    19 ms  hu-0-10-0-4-pe02.910fifteenth.co.ibone.comcast.net [68.86.83.6]
  7  96-87-8-170-static.hfc.comcastbusiness.net [96.87.8.170]  reports: Destination net unreachable.

Trace complete.

 

To compare, here is another tracrroute to google.com

 

C:\Windows\System32>tracert google.com

Tracing route to google.com [172.217.6.46]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2     8 ms     8 ms     8 ms  96.120.96.121
  3     7 ms     7 ms     8 ms  po-109-rur101.saltlakecity.ut.utah.comcast.net [68.87.220.201]
  4     8 ms     9 ms     9 ms  be-1-ar01.saltlakecity.ut.utah.comcast.net [162.151.49.133]
  5    21 ms     *       21 ms  be-33660-cr02.denver.co.ibone.comcast.net [68.86.90.225]
  6    19 ms    20 ms    19 ms  hu-0-10-0-4-pe02.910fifteenth.co.ibone.comcast.net [68.86.83.6]
  7    19 ms    21 ms    20 ms  as1239-pe01.ashburn.va.ibone.comcast.net [75.149.228.174]
  8    19 ms    19 ms    20 ms  209.85.142.124
  9    20 ms    27 ms    19 ms  216.239.46.146
 10    36 ms    35 ms    34 ms  209.85.248.126
 11    35 ms    36 ms    35 ms  64.233.174.90
 12     *       34 ms    34 ms  108.170.242.225
 13    34 ms    34 ms    35 ms  72.14.235.3
 14    35 ms    34 ms    34 ms  sfo03s08-in-f46.1e100.net [172.217.6.46]

Trace complete.

 

Using a third party tool, I also tested my connections to each of Twicth.tv's servers. The quality factor is based on jitter and upstream interruption.

 

Twitch Bandwidth TestTwitch Bandwidth Test

A week ago, the values here were in the 80+ range. Not sure what changed, but no factors have been altered on my end. I'd like to get this resolved as soon as possible, as this is part of my livelihood and one of the main reasons I purchased Comcast business services. Download isn't nearly important to me as upload currently.

9 REPLIES
jjudeen
Occasional Visitor

Re: Live Streaming to Twitch Is not Sending Information

UPDATE (2017-26-06):

 

After getting a tech appointment scheduled, Comcast called me today and said that they likely resolved the problems I was having when they fixed another issue in the neighborhood. Glad I didn't need to have a tech come out. Still unsure what the issue is, but it's no longer occuring as of right now.

Community Manager
Community Manager

Re: Live Streaming to Twitch Is not Sending Information

Hello jjudeen and welcome to forums,

 

I apologize for my delayed response to your post. I am glad to hear that your service issue has been solved. If any future issue come up please feel free to post for support.

 

Thank you

jjudeen
Occasional Visitor

Re: Live Streaming to Twitch Is not Sending Information

Hello again. The exact issue has reappeared almost down to the date. This is affecting my bottom line and I need whatever "neighborhood issue" fixed as was last time. This is completely unacceptable for business class services.

jjudeen
Occasional Visitor

UPDATE (2017-07-10) Live Streaming to Twitch Is not Sending Information

After speaking with a phone agent, the issue escaslated straight past sending a tech out, and it was determined the issue was between the Node and the XOC.

 

Here's my new case number, for reference: CR717879580

 

Hopefully this is swiftly resolved.

Community Manager
Community Manager

Re: UPDATE (2017-07-10) Live Streaming to Twitch Is not Sending Information

Hello jjudeen and welcome to forums,

 

I apologize for my delayed response to your posts. I am glad to hear that your ticket was escalated as soon as possible and at this time I show it as closed. If for any reason you to experience service issues please feel free to post or message me for assistance.

 

Thank You

jjudeen
Occasional Visitor

Re: UPDATE (2017-07-10) Live Streaming to Twitch Is not Sending Information

So I decided to call in to the support line and see what was going on, hoping to see if I could have the issue resolved. In my limited time on the phone, I was outright lied to on multiple occasions by both an agent and a supervisor, who really don't know anything about information technology or the inner workings of network pathing. 

 

The tech decided to see if re-provisioning my modem to my account would work, which it did not. She also sent a reset signal to the modem, as part of the standard troubleshooting process. I duly noted that my account has multiple case files with this exact same issue, and it has always been at the node on your end, or a routing issue with traffic being transmitted, and the tracert will show hops being missed rather quickly when attempting to route to certain IPs. The tech then proceeded to place me on a hold, and came back with a nugget of untruth so unfactual that I was taken aback. 

 

She said that "streaming is not supported by comcast business services, but it is on comcast residential services." I retorted that "streaming" is upload traffic over the line, and should not matter, as Comcast busines has unlimited bandwidth for its customers, which was a main selling point for me when I purchased the service. Hearing this obvious fabrication, I asked for a supervisor, who repeated the same information. When I asked whether she was the last stop on the chain of escalation, she said yes, because I am using my own modem, which is on your list of supported devices. I'm not convinced this supervisor knows what streaming is, how it works, or anything of the sort of high level IT knowledge that should be expected for the final point in the chain of tehcnical support escalation. This agitated me, so I was then transferred to Customer Loyalty, but not before mentioning that "I was correct before and I might not have high enough Node level access". Mystified by this statement, I have to wonder what she means, as Business services are advertized as having no bandwidth cap on both upload and download traffic. 

 

After getting to Customer Loyalty, the agent there not only said that the supervisor's information was false, but issues a reeducation for the supervisor. I don't like being outright lied to about simple facts. As of right now I'm on a promotional deal and plan on having a tech come out to change to your modem, but do not know how long this will take. This is hurting one fo my lines of revenue, and I would really like a stop-gap solution until I switch to your hardware. if this is some of arbitrary node or routing issue on your side, i'd love it to be temporarily remedied as it has been in the past. There should be a long trail of notes on my account for what has happened that can be easily accessed. 

 

Sorry to be long-winded, I'm just very frustrated with this situation happening for a fifth time, only to be stonewalled by an incompetent supervisor.

 

I sent this out as a PM to the previous person who responded to this, but I also wanted this information to be available on the public forum.

Official Employee

Re: UPDATE (2017-07-10) Live Streaming to Twitch Is not Sending Information

 

Hi jjudeen.

 

I replied to your private message. Please send a response there. 

jjudeen
Occasional Visitor

Re: UPDATE (2017-07-10) Live Streaming to Twitch Is not Sending Information

Well, we're back at it again. This time with a higher upload speed, no longer owning my own modem, a tech has come to my house, and like clockwork, the issue where upload traffic to twitch.tv has severe drops and issues, but upload traffic to anywhere else is just fine. Good lord I'd like this to be resolved so I don't have to be back on the phone, on the forum, and having the same issue every month. I've reached out to Comcast_Phil via PM, but I still feel like keeping this as both a public and private log. Here's to trying to fix the issue.

Official Employee

Re: UPDATE (2017-07-10) Live Streaming to Twitch Is not Sending Information

Hi jjudeen.

 

Just responded to your private message. Please send a response there.

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