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Indigo

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Unstable ping

Hello guys,

Since the day I got my Ziggo internet (about a month ago, I think), during evenings, almost every day that I use it I'm experiencing unstable ping while gaming. I wonder if it's fixable somehow or it is due to some kind of infrastructure problems?

I am connected to my PC via cable, although the Wi-Fi is unstable in the same way.

I'm uploading some screenshots with how the wall socket looks and the router. Also a screenshot of PingPlotter and a ping of google DNS. The cable from the wall socket to the router is 1.5 meter long.

Any suggestions or further questions for information for troubleshooting would be greatly appreciated!

Thanks!

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Indigo
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Hello. It has been much better, so thank you for the replacement! Sometimes there is still some fluctuating ping during evenings, so it's not perfect, but overall it has been better.

Bekijk in context

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tobiastheebe

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The AOP (main outlet, TRAS-1000) is outdated.

 

Could you post the modem’s downstream/upstream data (instructions)?

Indigo
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Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1690000000340256 qam12
26020000003.940256 qam1
36100000003.740256 qam2
46180000003.740256 qam3
56260000003.540256 qam4
66340000003.740256 qam5
76420000003.940256 qam6
86500000003.740256 qam7
96580000003.540256 qam8
106660000003.540256 qam9
116740000003.440256 qam10
126820000003.440256 qam11
136980000003.240256 qam13
147060000003.240256 qam14
157140000003.240256 qam15
16722000000340256 qam16
177300000002.940256 qam17
18738000000340256 qam18
19746000000340256 qam19
20754000000340256 qam20
218260000001.938256 qam29
228340000001.738256 qam30
238420000001.538256 qam31
248500000001.240256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3642108
2Locked40.9408328
3Locked40.9348184
4Locked40.3386291
5Locked40.3577340
6Locked40.3452140
7Locked40.9324181
8Locked40.9369118
9Locked40.3369286
10Locked40.9496185
11Locked40.3471120
12Locked40.361662
13Locked40.3378137
14Locked40.9809185
15Locked40.334331
16Locked40.334486
17Locked40.9155532
18Locked40.941842
19Locked40.341317
20Locked40.347316
21Locked38.96270
22Locked38.95080
23Locked38.94510
24Locked40.350779

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15879998143.3512064 qam1
23600000042.3512064 qam4
34450000043.3512064 qam3
45200000043.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA00120
3ATDMA0060
4ATDMA0080


Thanks for replying, here it is

tobiastheebe

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Downstream and upstream both exhibit noise, uncorrectable errors ('Post RS Errors' column) should be 0. This requires further investigation by a technician, in addition to installing a new AOP.

 

A moderator (Ziggo employee) can schedule a technician appointment and will visit this topic within 2-3 days.

Indigo
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I see, okay, I will wait for them then, thanks!

Erik P
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Hi @Indigo,

Welcome to the Community and Ziggo!

I'm sorry to read that the ping is unstable. Lets fix this! A technician will help you to renew the AOP. 

I've made an appointment for Monday between 1700-2200 hour. If you want you can move the appointment in Mijn Ziggo.

Indigo
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Hey again, guys,

 

Thanks for your help arranging the installment of the new AOP, the technician came and changed it. The downstream and upstream don't display any post rs errors now, so that's good. Ping looks a bit more stable as well.

 

However, during evenings I am still experiencing noticable jitter while playing online games, not as bad as before, but it's still there. I explained my problems to the technician when he came, however he was not amused and basically said 'if the internet works it works, don't look at ping and stuff like that'. All that is fine, but I'm wondering if there is anything else that you guys could look into and possibly improve?

 

Thanks a lot!

 

 

tobiastheebe

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Could you configure the modem's router settings as described in this topic? This might improve jitter.

Indigo
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Hi again, I tried to do that. It unfortunately doesn't seem to help a lot, the ping still seems to be spiking from time to time while doing nothing. 😕

Is there anything else that I can do to fix it?

Thanks!

tobiastheebe

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Could you post the downstream/upstream data once again?

 

The jitter is still much too high, it should be ~5 ms or less, latency should be ~15 ms or less. I am suspecting upstream congestion within Ziggo's infrastructure.

Indigo
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Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

16900000002.740256 qam12
26020000003.940256 qam1
36100000003.740256 qam2
46180000003.540256 qam3
56260000003.240256 qam4
66340000003.440256 qam5
76420000003.740256 qam6
86500000003.540256 qam7
96580000003.540256 qam8
106660000003.540256 qam9
116740000003.240256 qam10
12682000000340256 qam11
136980000002.940256 qam13
14706000000340256 qam14
15714000000340256 qam15
16722000000340256 qam16
177300000002.940256 qam17
18738000000340256 qam18
197460000002.940256 qam19
207540000002.940256 qam20
218260000001.740256 qam29
228340000001.538256 qam30
238420000001.438256 qam31
248500000001.240256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.9160
2Locked40.9160
3Locked40.9130
4Locked40.9220
5Locked40.3160
6Locked40.3160
7Locked40.9120
8Locked40.3130
9Locked40.990
10Locked40.9120
11Locked40.9160
12Locked40.9150
13Locked40.9200
14Locked40.9140
15Locked40.3120
16Locked40.9190
17Locked40.3140
18Locked40.3210
19Locked40.3200
20Locked40.3200
21Locked40.3400
22Locked38.9230
23Locked38.9270
24Locked40.3400

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15879999142.8512064 qam1
23600000041.8512064 qam4
34450000042.8512064 qam3
45200000042.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000


There it is. I also added a screenshot of pingplotter of the last few minutes

tobiastheebe

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Downstream is nearly perfect with the new AOP, upstream still shows a deviated frequency.

 

I have requested the moderators to perform signal and infrastructure capacity verifications.

Indigo
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Thank you! I will await for any news.

Paul
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Goodmorning @Indigo,


Too bad that you're still having difficulties with the latency/ping! I've checked the connection and both the signal (SC-QAM) as well as the capacity are looking good. So far I don't see any difficulties on networkside. However, I will run a detailed measurement polling on the signal to rule out underlying causes. Alongside the signalmeasurement I will also run an ICMP measurement on the IP Address from you modem. Are you able to 
to keep track of and note down the dates + times when the connection is bad in the coming days? Then we can put this next to our measurement and thus put our finger on the sore spot. Depending on the outcome, we can determine the next steps to be taken. 

Additionally: 
Do you happen to be downloading on the home network when the ping shoots up?
Do you see the ping going up when playing certain games? If so with which games (and servers)?

Indigo
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Starting today, I started logging on PingPlotter for longer periods of time, the findings I've attached on the screenshots with the date of today, and the timeframes themselves are visible on them. As you can see, it fluctuates a lot on a minute to minute basis, sometimes more than that, sometimes it's better and then again worse.

During the testing there were no downloads happening, home network was not even in use on any other device and I only browsed the web, watched some videos or tried playing a game even with a browser turned off, or just left the PC to log idly.
It seems that it doesn't really matter which game or server I am on, as many as I have tried, the ping is behaving the same way.

If there is an opportunity to look at more findings in the upcoming days, I will post it and let you know!

Thanks for your help!

tobiastheebe

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The PingPlotter screenshot clearly show that the high latency and jitter occur between the router and CMTS, i.e. before reaching the internet, which results in all WAN destinations exhibiting these issues.

Indigo
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Hey again, cannot edit my last post, so I will post some screenshots again. Pretty much the same story as on Friday, nothing to add.

Indigo
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Hey, so is there anything that can be done to solve the issue in this case, do you think?

 

I also tested yesterday, there were the same fluctuations as the whole weekend and online games were barely playable sadly...

Paul
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@Indigo In the measurement on the connection, I notice that there are problems with the upstream capacity, especially in the evening. I immediately passed this problem on to our network specialists so that action can be taken. I'll inform you as soon as I've an update in regards to the ticket. 

Indigo
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Hey there again! Are there perhaps any news yet?

 

The internet has been bad in the same way any day that I used it throughout the week, although there were some improvements, for half an hour intervals or so and then it went back to being bad again.

 

For the past few days I've asked my neighbour and have been trying his WiFi, and his connection is so much better, which is pretty saddening, although I think he has a TELE2 internet or something.

 

Hopefully it can be resolved soon and thanks again!

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