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!
Opgelost! Ga naar oplossing.
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.
Jij bent de IT-hulplijn in je straat, de verlichting werkt thuis op commando en je groet de pakketbezorger met de slimme deurbel. Herkenbaar? Dan zijn de Community events echt iets voor jou! Doe mee en sluit je aan.
The AOP (main outlet, TRAS-1000) is outdated.
Could you post the modem’s downstream/upstream data (instructions)?
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 690000000 | 3 | 40 | 256 qam | 12 |
2 | 602000000 | 3.9 | 40 | 256 qam | 1 |
3 | 610000000 | 3.7 | 40 | 256 qam | 2 |
4 | 618000000 | 3.7 | 40 | 256 qam | 3 |
5 | 626000000 | 3.5 | 40 | 256 qam | 4 |
6 | 634000000 | 3.7 | 40 | 256 qam | 5 |
7 | 642000000 | 3.9 | 40 | 256 qam | 6 |
8 | 650000000 | 3.7 | 40 | 256 qam | 7 |
9 | 658000000 | 3.5 | 40 | 256 qam | 8 |
10 | 666000000 | 3.5 | 40 | 256 qam | 9 |
11 | 674000000 | 3.4 | 40 | 256 qam | 10 |
12 | 682000000 | 3.4 | 40 | 256 qam | 11 |
13 | 698000000 | 3.2 | 40 | 256 qam | 13 |
14 | 706000000 | 3.2 | 40 | 256 qam | 14 |
15 | 714000000 | 3.2 | 40 | 256 qam | 15 |
16 | 722000000 | 3 | 40 | 256 qam | 16 |
17 | 730000000 | 2.9 | 40 | 256 qam | 17 |
18 | 738000000 | 3 | 40 | 256 qam | 18 |
19 | 746000000 | 3 | 40 | 256 qam | 19 |
20 | 754000000 | 3 | 40 | 256 qam | 20 |
21 | 826000000 | 1.9 | 38 | 256 qam | 29 |
22 | 834000000 | 1.7 | 38 | 256 qam | 30 |
23 | 842000000 | 1.5 | 38 | 256 qam | 31 |
24 | 850000000 | 1.2 | 40 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 642 | 108 |
2 | Locked | 40.9 | 408 | 328 |
3 | Locked | 40.9 | 348 | 184 |
4 | Locked | 40.3 | 386 | 291 |
5 | Locked | 40.3 | 577 | 340 |
6 | Locked | 40.3 | 452 | 140 |
7 | Locked | 40.9 | 324 | 181 |
8 | Locked | 40.9 | 369 | 118 |
9 | Locked | 40.3 | 369 | 286 |
10 | Locked | 40.9 | 496 | 185 |
11 | Locked | 40.3 | 471 | 120 |
12 | Locked | 40.3 | 616 | 62 |
13 | Locked | 40.3 | 378 | 137 |
14 | Locked | 40.9 | 809 | 185 |
15 | Locked | 40.3 | 343 | 31 |
16 | Locked | 40.3 | 344 | 86 |
17 | Locked | 40.9 | 1555 | 32 |
18 | Locked | 40.9 | 418 | 42 |
19 | Locked | 40.3 | 413 | 17 |
20 | Locked | 40.3 | 473 | 16 |
21 | Locked | 38.9 | 627 | 0 |
22 | Locked | 38.9 | 508 | 0 |
23 | Locked | 38.9 | 451 | 0 |
24 | Locked | 40.3 | 507 | 79 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 58799981 | 43.3 | 5120 | 64 qam | 1 |
2 | 36000000 | 42.3 | 5120 | 64 qam | 4 |
3 | 44500000 | 43.3 | 5120 | 64 qam | 3 |
4 | 52000000 | 43.3 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 5 | 0 |
2 | ATDMA | 0 | 0 | 12 | 0 |
3 | ATDMA | 0 | 0 | 6 | 0 |
4 | ATDMA | 0 | 0 | 8 | 0 |
Thanks for replying, here it is
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.
I see, okay, I will wait for them then, thanks!
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.
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!
Could you configure the modem's router settings as described in this topic? This might improve jitter.
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!
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.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 690000000 | 2.7 | 40 | 256 qam | 12 |
2 | 602000000 | 3.9 | 40 | 256 qam | 1 |
3 | 610000000 | 3.7 | 40 | 256 qam | 2 |
4 | 618000000 | 3.5 | 40 | 256 qam | 3 |
5 | 626000000 | 3.2 | 40 | 256 qam | 4 |
6 | 634000000 | 3.4 | 40 | 256 qam | 5 |
7 | 642000000 | 3.7 | 40 | 256 qam | 6 |
8 | 650000000 | 3.5 | 40 | 256 qam | 7 |
9 | 658000000 | 3.5 | 40 | 256 qam | 8 |
10 | 666000000 | 3.5 | 40 | 256 qam | 9 |
11 | 674000000 | 3.2 | 40 | 256 qam | 10 |
12 | 682000000 | 3 | 40 | 256 qam | 11 |
13 | 698000000 | 2.9 | 40 | 256 qam | 13 |
14 | 706000000 | 3 | 40 | 256 qam | 14 |
15 | 714000000 | 3 | 40 | 256 qam | 15 |
16 | 722000000 | 3 | 40 | 256 qam | 16 |
17 | 730000000 | 2.9 | 40 | 256 qam | 17 |
18 | 738000000 | 3 | 40 | 256 qam | 18 |
19 | 746000000 | 2.9 | 40 | 256 qam | 19 |
20 | 754000000 | 2.9 | 40 | 256 qam | 20 |
21 | 826000000 | 1.7 | 40 | 256 qam | 29 |
22 | 834000000 | 1.5 | 38 | 256 qam | 30 |
23 | 842000000 | 1.4 | 38 | 256 qam | 31 |
24 | 850000000 | 1.2 | 40 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 16 | 0 |
2 | Locked | 40.9 | 16 | 0 |
3 | Locked | 40.9 | 13 | 0 |
4 | Locked | 40.9 | 22 | 0 |
5 | Locked | 40.3 | 16 | 0 |
6 | Locked | 40.3 | 16 | 0 |
7 | Locked | 40.9 | 12 | 0 |
8 | Locked | 40.3 | 13 | 0 |
9 | Locked | 40.9 | 9 | 0 |
10 | Locked | 40.9 | 12 | 0 |
11 | Locked | 40.9 | 16 | 0 |
12 | Locked | 40.9 | 15 | 0 |
13 | Locked | 40.9 | 20 | 0 |
14 | Locked | 40.9 | 14 | 0 |
15 | Locked | 40.3 | 12 | 0 |
16 | Locked | 40.9 | 19 | 0 |
17 | Locked | 40.3 | 14 | 0 |
18 | Locked | 40.3 | 21 | 0 |
19 | Locked | 40.3 | 20 | 0 |
20 | Locked | 40.3 | 20 | 0 |
21 | Locked | 40.3 | 40 | 0 |
22 | Locked | 38.9 | 23 | 0 |
23 | Locked | 38.9 | 27 | 0 |
24 | Locked | 40.3 | 40 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 58799991 | 42.8 | 5120 | 64 qam | 1 |
2 | 36000000 | 41.8 | 5120 | 64 qam | 4 |
3 | 44500000 | 42.8 | 5120 | 64 qam | 3 |
4 | 52000000 | 42.3 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
There it is. I also added a screenshot of pingplotter of the last few minutes
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.
Thank you! I will await for any news.
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)?
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!
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.
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.
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...
@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.
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!
Vul de belangrijkste trefwoorden in en vind het topic die past bij je vraag. Onze community zit boordevol kennis.
Start je eigen topic en krijg hulp van anderen. Op de community helpen ervaren klanten je graag op weg.