Need advice please help

[BLINGA]

I have Roadrunner cable in Brooklyn. For the last month, every night from 6:00pm to the wee morning hours my connection gets horrible. Whenever Im gaming online, no matter what server or game im logged into the ping spikes into the thousands and the data just stops flowing. This happens every 10 seconds, its like walk-chop walk-chop. It is also happening to a friend of mine who lives 2 blocks away at the very same time

So far I have swapped my cable modem for a new one and had 4 techs come over to troubleshoot and the problem is still occuring. My wiring and signal levels all checked fine. Problem is they can't be here after 6:00pm to see when it happens. I suspect its a router or mainline issue because its affecting my neighbor also. Im at the end of my ropes and need some help as to what I should do. The last tech had the attitude that its the best they can do and said "try not to let it frustate you". Well Iam f...cking frustrated and when the customer is frustrated the customer stops paying or cancels.

What measures can Roadrunner take correct this problem?
If anyone has had the same problem resolved please share your findings on the issue, I would greatly appreciate it. I want to give it one last ditch effort before I switch to DSL.

MY config:

1ghz athlon 256 mb ram
Dual- boot W98SE XP
3COM NIC
Cable modem: Toshiba PCX1100U
Using DSL Reports DRTCP (All settings at default)
Rwin set at 16040
MTU at 1500

Downloads and uploads are good with low retransmits at 90% average efficiency. Its just the pings spkiing into the 1000s that are killing me in my online games.

Help!

[glc1]

Welcome to SpeedGuide.net...

Next time it happens, conduct a couple of traceroutes to game servers you play on as well as a couple to web sites you visit.

Conducting Traceroutes
Start | Run | command [hit OK] | tracert x >c:/trace.txt [hit ENTER]
x = IP or domain. For example, www.yahoo.com or 216.115.102.75, which resolves to www.yahoo.com (http://www.yahoo.com).
When finished, browse your C drive for a file called trace.txt. NOTE: Conducting another traceroute with the same output file name will overwrite the previous one.
Windows 2000/XP users: Substitute cmd for command.

[BLINGA]

I will do that and post the results

Thanks

[jlapo2576]

Also Email the results of the Tracert to support@rr.com. If they don't help then Email it again. You may have to send it through to them several times. They always try to say there is nothing wrong with the system even though there is. It is a routine for them. Remember, be persistant.

If you call Tech Support make sure you keep a log of the calls you make. Get the event or case number, the tech's name (they can not give out last names so don't try to get it, it will be in the log of the call anyway), the time you made the call, the time the tech answered and how long the call lasted.

The event or case number is the most important thing. It is the proof that you made the call so if you have to get a supervisor involved you can give them to him/her and he/she can pull the calls up.

I do telephone tech support for an ISP. Remember the tech you are dealing with and even his/her supervisor can not do anything for you with regards to the hardware on the RR network. They will have to escalate the problem to the engineers if they can not get it resolved for you. Also, don't be rude or obnoxious to the tech no matter how frustrated you get. It will hurt your situation rather than help.


Joe

[BLINGA]

Attached are 3 different trace results taken while my latency problem was occuring:

Trace 1 On March 26 6:04PM EST

Tracing route to dslreports.com [209.123.109.175]

over a maximum of 30 hops:

1 381 ms 19 ms 8 ms 10.47.0.1

2 * 9 ms 26 ms 24-29-100-21.nyc.rr.co
[24.29.100.21]

3 10 ms 9 ms 8 ms 24-29-100-90.nyc.rr.co
[24.29.100.90]

4 9 ms 8 ms 11 ms 24.29.97.29

5 * 10 ms 10 ms pop1-nye-P0-2.atdn.net[66.185.137.193]

6 10 ms 10 ms 8 ms bb1-nye-P5-0.atdn.net [66.185.141.17]

7 10 ms 12 ms 11 ms bb1-nyc-P5-0.atdn.net [66.185.152.165]

8 9 ms 16 ms 10 ms pop1-nyc-P5-0.atdn.net [66.185.142.226]

9 * * * Request timed out.

10 12 ms 27 ms 14 ms a9-0-0-8.msfc1.oct.nac.net [209.123.11.85]

11 12 ms 14 ms 13 ms dslreports.com [209.123.109.175]

Trace complete.

____________________________________________________
Trace 2 March 26 6:25 PM EST



Tracing route to dslreports.com [209.123.109.175]

over a maximum of 30 hops:

1 * * 50 ms 10.47.0.1
2 * * 10 ms 24-29-100-21.nyc.rr.com [24.29.100.21]
3 9 ms 10 ms 31 ms 24-29-100-90.nyc.rr.com [24.29.100.90]
4 9 ms 10 ms 12 ms 24.29.97.29
5 * 10 ms 12 ms pop1-nye-P0-2.atdn.net [66.185.137.193]
6 * * * Request timed out.
7 99 ms * * bb1-nyc-P5-0.atdn.net [66.185.152.165]
8 * 84 ms 11 ms pop1-nyc-P5-0.atdn.net [66.185.142.226]
9 11 ms 30 ms 10 ms NetAccess.atdn.net [66.185.142.234]
10 * * 20 ms a9-0-0-8.msfc1.oct.nac.net [209.123.11.85]
11 13 ms 14 ms 13 ms dslreports.com [209.123.109.175]

Trace complete.

____________________________________________________


Trace 3 March 26 9:10 PM

ESTTracing route to www.yahoo.akadns.net [64.58.76.227]

over a maximum of 30 hops:
1 13 ms 9 ms 9 ms 10.47.0.1 2 * * * Request timed out.
3 29 ms 9 ms 9 ms 24-29-100-90.nyc.rr.com [24.29.100.90]
4 * 9 ms 8 ms 24.29.97.29
5 * 13 ms 10 ms pop1-nye-P0-2.atdn.net [66.185.137.193]
6 * * * Request timed out.
7 15 ms 15 ms 15 ms bb2-vie-P8-0.atdn.net[66.185.153.118]
8 15 ms 14 ms 16 ms bb2-dtc-P8-0.atdn.net [66.185.152.237]
9 15 ms 16 ms 18 ms pop2-dtc-P15-0.atdn.net [66.185.140.30]
10 * 199 ms 16 ms exodus.atdn.net [64.236.2.174]
11 * * 16 ms dcr03-g6-0.stng01.exodus.net [216.33.99.83]
12 19 ms 16 ms 17 ms csr22-ve241.stng01.exodus.net [216.33.98.19]
13 18 ms 17 ms 19 ms 216.35.210.126
14 17 ms 16 ms 17 ms www.yahoo.akadns.net [64.58.76.227]

Trace complete.

____________________________________________________

Can anyone offer an opinion on these results?

Thanks

[glc1]

You've got enough latency spikes and packet loss in all three to cause connection problems. What's odd is that each trace shows packet loss on your provider's side and on other backbones/networks.

Continue to conduct and record tracerts and email them to support. Chances are they can't/wont do much/anything with the packloss outside of their network, but their responsible for the issues on their side.

[BLINGA]

So far after 2 visits a tech decided to install a direct drop from the RR tap in my backyard to my modem. Im skeptical this will be the miracle Im looking for. I'll will keep my fingers crossed. Has anyone had the same solution attempted with any results? Please post any info on whether that helped.

Thanks

[glc1]

Although a direct drop is the best way to go, it isn't going to solve packet loss issues on your provider's network or a third party's network.

Have you continued to conduct tracerts to monitor this issue? If not, I would and continue to do so while packet loss is present.

[BLINGA]

Theres no need to do tracerts anymore, the packet loss has become continuous, Im typing this reply and posting it between the moments when my modems cable light stays on and the packet loss subsides, like every 15-30 seconds. Realtime applications like online games are totally useless at all times, constantly locking up with pings in the 1000s still. Soon as I find out the new drop doesn't work im canceling and switching back to DSL.

Thanks for your input

[glc1]

Originally posted by BLINGA
Theres no need to do tracerts anymore, the packet loss has become continuousTracerts are still important, as they show were the packet loss is. They are evidence you'll need to present to your ISP.