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30% packet loss

  • 30 maart 2020
  • 18 reacties
  • 419 keer bekeken

Been seeing 25-35% packet loss between the “diagnostic ” page on the modem and the gateway.

The level 1 tech manning the @ziggowebcare twitter page says “this is on your side!” , And wants to know why I'm pinging the gateway.  

Does anyone know how I can speak to someone that does not just read from a script?

 


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18 Reacties

I think you mean the first hop after your modem, when you’re talking about the gateway?

Can you show us a screenshot? Make your own external Ip invisible.

 

Ziggo tech support just told me that “up to 50% packet loss is okay, because they will just be sent again.”

 

 

 

Huh? Do they realize what they’re talking about? Don’t think so. Misunderstanding? Maybe.

Try: https://www.pingplotter.com/products/free.html
In order to get a more detailed view and show us your result(s) after a while.

@kenwoods I agree with @hanh that the answer you got is really strange. I do have some doubt if your modem is the proper device to perform a ping test. I think your first screenshot is from your PC, right? That likely shows a problem.

When I ping your gateway 80.114.222.1 it shows no packet loss at all to me.

Please show us the values of the up and downstream values of your modem.

https://community.ziggo.nl/deel-je-tips-en-suggesties-91/waar-vind-ik-de-up-en-downstreamwaardes-van-mijn-modem-29212

 

 

I have chosen those addresses to narrow the problem down, because ziggo tech support (or, everybody, really) wants to say “it’s the wireless!” and “It’s your local network!” or “The internet is slow, corona!” without trying to understand the issue at all. 

 

My computer(192.168.x.x) → modem(192.168.178.x(LAN)  80.114.222.31(WAN)) → WAN gateway(80.114.222.1) → the rest of ziggo’s network → you guys.

So, of course, you can ping to the WAN gateway without an issue---that’s got nothing to do with the connection itself.

Here’s the pretty little GUI showing the issue, and the signal levels.  The signal levels is where my knowledge starts to fall apart, but the numbers look within spec to me.  Which means there’s an issue between the modem and the (WAN) gateway.  Prove me wrong, I’d be glad if this was somehting on my end, becauae that means I could fix it.

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Those gateways only respond to a limited amount of pings so the packet loss there could just mean you hit the ping limit. (Mine shows 15% loss despite 0% packet loss to real destinations)

Instead, run a ping/trace to a known good host (e.g. 1.1.1.1), there should be no packet loss to that final destination.

 

 


Your upstream signal power is on the high end of what’s acceptable by the way.

*IF* what you say is true, then ziggo runs needlessly complext ICMP filters.

Regardless, here’s the output showing that 1.1.1.1 also fails.

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Those ICMP filters are a configuration I’ve seen at many network operators over the years, both residential ISPs and datacenters, I’m puzzled why they choose do this though, might just be a dumb default in some network equipment.

 

Your screenshot for the trace to 1.1.1.1 is cut off a little, but I can make out the loss percentages and they look to be 25+% on the entire route. As you know, this is most definitely not normal and something is very obviously wrong with your connection. 

The Ziggo-employed moderators on this forum are more knowledgable than the average support worker you’ve dealt with up to now, they typically chime in on these threads within a day or two. They can view your line statistics, see common errors and possible faults in your area.

Thanks for the reply.  

Still happening, of course.  Adding this screen shot taken at 0130a to prove that it’s not an issue of “everyone working from home” .

 

Hopefully a more experienced support person will respond. 

Still the same this morning.

Am I to read this as ziggo thinks that 30% packet loss is fine?

Reputatie 7

Hi @kenwoods, it seems there are two issues in the upstream traffic causing this packetloss. (And no, 30% packetloss is horribly bad, obviously...)

1 - a lot of interference on one frequency causing uncorrectable errors, which is only showing up on 2 modems (your Connectbox and your Mediabox XL, all of the other modems show no errors on the same frequency)

2- a lot of interference on another frequency causing correctable errors, which is showing up on pretty much every modem in the area. Correctable, but still needs to be looked at by our network engineers.

 

The first issue will cause most of the packetloss and that is purely in your individual connection to our network, I mean the coaxial cables between your modem all the way to the amplifier down the road. Can you take a photo of the connection between the modem and the main coax outlet? Hopefully the issue is somewhere in there where you have access to it to be able to fix it. Otherwise the issue might be down the road, but that requires analysis on site by a mechanic.

Since we're in the middle of the Covid-19 crisis, our mechanics will only visit clients individually in case they are totally offline or don't have access to the essential tv channels for emergencies (NPO 1, 2 and 3). So a mechanic is not an oprion at the moment.

@kenwoods Your screenshots confirm there is an issue with your connection and Mark sees trouble on your connection(s) as well. We don’t need to discuss on that. I think Mark will be able to narrow the issue down to something that can be solved. The pictures he asks for, might give us a clue to where the problem is.

Furthermore, looking at your screenshots, I think you have a Cisco modem, although Mark is talking about a Connectbox.
The Cisco modems are rather old by now. Maybe @Mark Ziggo Mark can send you a brand new modem…..

Can you take a photo of the connection between the modem and the main coax outlet?

 

At this point, no, I can’t upload images.   The connection is dropping between 70 and 80% packets, TO THE WAN GATEWAY.   
 

Is this one of those things where I can pay a couple hundred euro to someone under the table and it gets resolved?  If so by all means send me your information, because I will throw completely obscene amounts of money at this to get it resolved.  

 

 

 

 

Anybody?

--- 1.1.1.1 ping statistics ---

100 packets transmitted, 100 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 14.410/23.541/91.125/13.422 ms

 

Never give up on your dreams, folks.

 

 

--- 1.1.1.1 ping statistics ---

100 packets transmitted, 100 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 14.410/23.541/91.125/13.422 ms

 

Never give up on your dreams, folks.

 

 


@kenwoods Looking good. Mind to share your actions?

Reputatie 7

Furthermore, looking at your screenshots, I think you have a Cisco modem, although Mark is talking about a Connectbox.
The Cisco modems are rather old by now. Maybe @Mark Ziggo Mark can send you a brand new modem…..

It was a Technicolor TC7210 and it had just been swapped by one of my colleagues (although the new modem was only installed yesterday, I got my modems mixed up).

 

100 packets transmitted, 100 packets received, 0.0% packet loss

Good to hear! However there are still issues in your individual connection, not only on one of the upstream channels but also on one of the (new) downstream channels. Do check the connection between the new modem and the main coaxial outlet, if needed we can send you a new splitter/cables.

You can recognize which outlet is the main outlet by looking at the cable coming into it, which should be green. Usually located near the fusebox and/or at the front side of the house.