Need help troubleshooting lag.. plz help!

[riot808]

i've had roadrunner connection for about 10 years now and only recently started having really bad issues about 7 months ago one day i woke up to play some xbox and noticed my lag was horrible so i power cycled the modem and router i had at the time thinking it would help... but it didn't so i thought to myself well maybe it's just a momentary thing... well i was horribly wrong.... it's been 7 months now and counting and my lag is still persisting... so i upgraded my connectiong to the highest roadrunner offers here in hawaii which is 50mb down and 5 up along with it i upgraded from a regular modem to a gateway motorola surfboard sbg6580 i've been through 3 routers since i had an old linksys then upgraded to a linksys e4200 that one broke after 3-4 months of having it... it just wouldn't power cycle up the lights were all frozen on them even after unplugging for hours... and trying to hold the reset button so i sent that back and got a asus rtn56u which i currently use... i am in the process of returning it for a new one because it got frozen while i was trying to upgrade it's firmware.. this is what the techs have tried... they rewired the coax cable from the modem to the box... they said they found a error in the drop on the streets box... and apparently fixed it... they took 3 splitters off of the cable line... they swapped the modems to see if the one i had was defective... the tech support phone operator also downgraded my connection to 30mb and 5 up to see if that would help... it didn't... so besides all this they just do speed tests now and say im getting what im paying for and they basically wrote me off so i've been trying to read about networking and what i can do to fix it and im stumped and looking for some help.. i would really appreciate any information tips tricks guides... please remember im not so technically advanced and am still learning...

also i noticed theres a huge delay when changing channels on the tv often does this weird pixelation fades out goes black and finally turns to the channel sometimes even has almost a minute delay to the next channel also when i turnt he cable box off theres a black box in the middle and on the boarders the tv is still going in the back... then eventually shuts off... sometimes it doesn't and we've also noticed that channels go missing randomly that we pay for... i don't know if this has anything to do with the internet but ever since my connection got bad the tv started acting funky.

Here are some specs i think you guys would like to see

MODEM specs:
Standard Specification Compliant DOCSIS 3.0
Hardware Version 1
Software Version SBG6580-3.3.1.0-GA-09-058-NOSH


AFTER a REBOOT
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 187 597000000 Hz 8.2 dBmV 40.2 dB 0 0
2 Locked QAM256 29 585000000 Hz 7.3 dBmV 39.7 dB 0 0
3 Locked QAM256 186 591000000 Hz 7.7 dBmV 40.1 dB 0 0
4 Locked QAM256 188 603000000 Hz 7.5 dBmV 39.4 dB 13 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked TDMA 3 2560 Ksym/sec 22750000 Hz 46.4 dBmV
2 Locked TDMA 1 2560 Ksym/sec 30800000 Hz 46.4 dBmV
3 Locked TDMA 2 2560 Ksym/sec 27400000 Hz 46.4 dBmV
4 Locked TDMA 4 2560 Ksym/sec 19200000 Hz 46.4 dBmV

BEFORE MODEM REBOOT:
1 Locked QAM256 187 597000000 Hz 8.5 dBmV 40.3 dB [26] [89]
2 Locked QAM256 29 585000000 Hz 7.6 dBmV 39.9 dB [27] [63]
3 Locked QAM256 186 591000000 Hz 8.0 dBmV 40.4 dB [28] [117]
4 Locked QAM256 188 603000000 Hz 7.8 dBmV 39.9 dB [15] [75]
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
[] numbers are correctables 2nd line are uncorrectables

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked TDMA 4 2560 Ksym/sec 19200000 Hz 48.2 dBmV
2 Locked TDMA 1 2560 Ksym/sec 30800000 Hz 48.2 dBmV
3 Locked TDMA 2 2560 Ksym/sec 27400000 Hz 48.2 dBmV
4 Locked TDMA 3 2560 Ksym/sec 22750000 Hz 48.2 dBmV

i did a traceroute test to a pingable backbone microsoft/xbox server
Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
cpe-24-25-232-153.hawaii.rr.com 24.25.232.153 2 7ms 100% 0 / 1062
agg11.hnllhiik-ccr01.hawaii.rr.co72.129.45.66 3 10ms 10ms 0% 1061 / 10629ms / 34ms
agg21.milnhixd-ccr01.hawaii.rr.co72.129.45.42 4 11ms 11ms 0% 1062 / 106210ms / 36ms
agg39.tustcaft-ccr01.socal.rr.com72.129.62.126 5 61ms 66ms 0% 1062 / 106259ms / 118ms
ae-5-0.cr0.lax30.tbone.rr.com 66.109.6.64 6 69ms 66ms 0% 1062 / 106259ms / 252ms
ae-1-0.pr0.lax00.tbone.rr.com 66.109.6.129 7 63ms 65ms 0% 1062 / 106261ms / 482ms
xe-4-1-0.edge1.LosAngeles6.Level34.26.0.73 8 66ms 71ms 0% 1062 / 106266ms / 185ms
vlan60.csw1.LosAngeles1.Level3.ne4.69.144.62 9 68ms 73ms 0% 1062 / 106266ms / 114ms
ae-62-62.ebr2.LosAngeles1.Level3.4.69.137.17 10 67ms 68ms 0% 1062 / 106265ms / 103ms
ae-6-6.ebr2.SanJose5.Level3.net 4.69.148.202 11 81ms 83ms 0% 1062 / 106274ms / 302ms
ae-2-2.ebr2.SanJose1.Level3.net 4.69.148.142 12 73ms 74ms 0% 1062 / 106271ms / 115ms
ae-7-7.ebr1.Seattle1.Level3.net 4.69.132.50 13 115ms 99ms 0% 1062 / 106291ms / 140ms
ae-14-51.car4.Seattle1.Level3.net4.69.147.134 14 93ms 104ms 0% 1062 / 106292ms / 316ms
MICROSOFT-C.car4.Seattle1.Level3.4.71.156.74 15 94ms 95ms 0% 1062 / 106292ms / 232ms

heres a previous one

Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
* Unknown Host * 0.0.0.0 1 0ms
cpe-24-25-232-145.hawaii.rr.com 24.25.232.145 2 6ms 100% 0 / 1767
agg11.hnllhiik-ccr01.hawaii.rr.co72.129.45.66 3 11ms 11ms 57% 758 / 1767 10ms / 23ms
agg21.milnhixd-ccr01.hawaii.rr.co72.129.45.42 4 11ms 11ms 57% 759 / 1767 9ms / 24ms
agg39.tustcaft-ccr01.socal.rr.com72.129.62.126 5 69ms 67ms 57% 759 / 1767 60ms / 89ms
* Unknown Host * 107.14.19.30 6 59ms 65ms 57% 759 / 1767 59ms / 83ms
ae-1-0.pr0.lax00.tbone.rr.com 66.109.6.129 7 66ms 69ms 57% 759 / 1767 65ms / 163ms
xe-7-2-0.edge1.LosAngeles6.Level34.26.0.21 8 66ms 70ms 57% 759 / 1767 66ms / 154ms
vlan70.csw2.LosAngeles1.Level3.ne4.69.144.126 9 65ms 72ms 57% 759 / 1767 63ms / 106ms
ae-72-72.ebr2.LosAngeles1.Level3.4.69.137.21 10 64ms 64ms 57% 759 / 1767 61ms / 131ms
ae-6-6.ebr2.SanJose5.Level3.net 4.69.148.202 11 74ms 78ms 57% 758 / 1767 71ms / 373ms
ae-2-2.ebr2.SanJose1.Level3.net 4.69.148.142 12 90ms 74ms 57% 759 / 1767 71ms / 99ms
ae-7-7.ebr1.Seattle1.Level3.net 4.69.132.50 13 93ms 97ms 57% 759 / 1767 92ms / 142ms
ae-14-51.car4.Seattle1.Level3.net4.69.147.134 14 89ms 101ms 56% 760 / 1767 88ms / 307ms
MICROSOFT-C.car4.Seattle1.Level3.4.71.156.74 15 88ms 89ms 56% 760 / 1767 86ms / 124ms
sometimes it just randomly has these high percentages off loss packets idk if thats normal but it hasn't been happening lately

i also did some pingtests at pingtest.net and i would get jitters of 30 then the next one id get 1ms jitter then the next 22 ms jitter... is that normal to have such huge spikes in such a close range test?

if theres anything else i can post to help you help me please let me know...

thanks in advance!

[Philip]

Your modem's "upstream power" seems on the high end, can you reduce the number of coax splitters on the line before the cable modem ?
Keep the cable modem and any routers away from each other and other possible sources of EMI, they're usually not well shielded (at least 1 foot apart).

Other than that, you may want to contact your ISP and complain of packet loss, some of the problematic traceroutes may help support your case

[riot808]

Your modem's "upstream power" seems on the high end, can you reduce the number of coax splitters on the line before the cable modem ?
Keep the cable modem and any routers away from each other and other possible sources of EMI, they're usually not well shielded (at least 1 foot apart).

Other than that, you may want to contact your ISP and complain of packet loss, some of the problematic traceroutes may help support your case

ok i have a tech coming over on the 11th what o you suggest i ask him to check? theres been 13th techs over prior to this within the past 3-4 months so i feel like i need to guide them towards the area of conflict.

thanks for your help i appreciate it