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Modem or ISP Problem?


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#1 stonerton

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Posted 26 January 2014 - 11:48 PM

Ok so I have been having a massive problem staying connected to online games lately, watching steaming vidoes and sometimes even browsing the internet, having to reload pages to connect. I did some testing and I'm not sure if it is my modem or the ISP that is my problem. I'm not completly useless on a computer, but at the same time I am not great at it either. I have, however, narrowed down, it is not my system or the router, here are my test results:

 

Test 1: 6-7 mins      Date:1/25/14   Time: 17:32

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.2.1 -    1 |  656 |  654 |    0 |    0 |   56 |    0 |
|                           192.168.7.254 -    2 |  656 |  649 |    0 |    3 |   89 |    3 |
|     2-2.lightspeed.rcsntx.sbcglobal.net -   85 |  152 |   23 |    0 |   27 |   77 |   13 |
|                          70.143.192.158 -   88 |  148 |   18 |    0 |   23 |   64 |   64 |
|                          70.143.192.122 -   97 |  137 |    5 |    0 |   18 |   24 |   15 |
|        Destination network unreachable. -  100 |  134 |    0 |    0 |    0 |    0 |    0 |
|                              12.83.34.1 -   73 |  172 |   48 |    0 |   26 |   82 |   14 |
|                  gar25.dlstx.ip.att.net -   84 |  154 |   26 |    0 |   21 |   74 |   20 |
|     ae-9.r01.dllstx04.us.bb.gin.ntt.net -   81 |  159 |   31 |    0 |   22 |   77 |   77 |
|ae-0.softlayer.dllstx04.us.bb.gin.ntt.net -  74 |  168 |   44 |    0 |   23 |   82 |   14 |
|   ae1.dar02.sr01.dal01.networklayer.com -   74 |  169 |   44 |    0 |   21 |   68 |   22 |
|   po2.fcr05.sr06.dal01.networklayer.com -   82 |  156 |   29 |    0 |   28 |   78 |   78 |
|173.192.25.23-static.reverse.softlayer.com -  1 |  652 |  648 |    0 |   20 |  130 |   30 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


Test 2: 5-6 mins    Date:1/26/14   Time: 04:43

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.2.1 -    1 |  574 |  573 |    0 |    0 |   26 |    0 |
|                           192.168.7.254 -    1 |  575 |  573 |    1 |    1 |   32 |    1 |
|         lightspeed.rcsntx.sbcglobal.net -   77 |  142 |   33 |   12 |   15 |   52 |   18 |
|        Destination network unreachable. -   89 |  128 |   15 |    0 |   13 |   16 |   16 |
|                          70.143.192.122 -   93 |  123 |    9 |    0 |   14 |   17 |   14 |
|        Destination network unreachable. -  100 |  116 |    0 |    0 |    0 |    0 |    0 |
|                              12.83.34.1 -   75 |  145 |   37 |    0 |   16 |   23 |   16 |
|                  gar25.dlstx.ip.att.net -   78 |  141 |   32 |    0 |   17 |   24 |   15 |
|     ae-9.r01.dllstx04.us.bb.gin.ntt.net -   81 |  136 |   26 |   15 |   19 |   23 |   22 |
|ae-0.softlayer.dllstx04.us.bb.gin.ntt.net -  70 |  153 |   47 |   14 |   17 |   74 |   15 |
|   ae1.dar02.sr01.dal01.networklayer.com -   71 |  151 |   44 |   14 |   15 |   28 |   14 |
|   po2.fcr05.sr06.dal01.networklayer.com -   80 |  139 |   29 |   14 |   20 |   82 |   28 |
|173.192.25.23-static.reverse.softlayer.com -  1 |  575 |  573 |   14 |   16 |  103 |   15 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


Test 3:  5-6 mins    Date:1/26/14   Time: 14:23

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.2.1 -    1 |  546 |  543 |    0 |    0 |   34 |    6 |
|                           192.168.7.254 -    1 |  542 |  538 |    0 |    1 |   28 |    1 |
|         lightspeed.rcsntx.sbcglobal.net -   83 |  130 |   23 |    0 |  172 | 3665 | 3665 |
|        Destination network unreachable. -   98 |  115 |    3 |    0 |   16 |   21 |   14 |
|        Destination network unreachable. -  100 |  114 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  111 |    0 |    0 |    0 |    0 |    0 |
|                              12.83.34.1 -   70 |  149 |   46 |    0 |   16 |   24 |   16 |
|                      gar25.dlstx.ip.att -   84 |  130 |   22 |    0 |   20 |   45 |   15 |
|     ae-9.r01.dllstx04.us.bb.gin.ntt.net -   88 |  123 |   15 |    0 |   41 |   47 |   39 |
|ae-0.softlayer.dllstx04.us.bb.gin.ntt.net -  65 |  155 |   55 |    0 |   15 |   27 |   14 |
|   ae1.dar02.sr01.dal01.networklayer.com -   66 |  155 |   54 |    0 |   15 |   22 |   15 |
|   po2.fcr05.sr06.dal01.networklayer.com -   66 |  155 |   54 |    0 |   18 |   34 |   15 |
|173.192.25.23-static.reverse.softlayer.com -  1 |  542 |  538 |    0 |   16 |   38 |   16 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


About 12 Hour Test(extreamly poor results):
http://pinger.hostmycalls.com/aspx/netdetresults.html?Project=PRO000015920140126044600&PName=108.238.33.41

 

I noticed alot of packet loss between 192.168.7.254(modem) and lightspeed.rcsntx.sbcglobal.net(AT&T U-Verse, my ISP). The part I am unclear with is if it is on their end reciving packets or if my modem(supplied by them) is not properly sending the packets. Also if it is my modem is there a way to fix this problem or do i need to get a new modem.

 

Modem Information:

Modem Name: Motorola Model 2210-02

Serial Number: 157333889776

Software Version: 7.8.7r27

 

Don't think I missed anything, if so let me know and I can post it here.


Edited by stonerton, 26 January 2014 - 11:52 PM.


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#2 CaveDweller2

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Posted 27 January 2014 - 12:59 AM

What have you done to correct it? Have you called your ISP?


Hope this helps thumbup.gif

Associate in Applied Science - Network Systems Management - Trident Technical College


#3 stonerton

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Posted 27 January 2014 - 03:42 AM

What have you done to correct it? Have you called your ISP?

They claim that there is no problem on their end. I have had "techs" out that say there is no problem on this end. I had the extra time this weekend to start doign this testing. Plan to start talkign to them about it this week, but I doubt they will take responcability and still try to claim it is a problem on my end or it was just the system was having problems this weekend.

 

Edit: also I have tried to mess around with the settings of the router and the modem, it did help a little, but still a huge ammount of packet loss, i can'e expect none, but 80%+ packet loss is just insanly high.


Edited by stonerton, 27 January 2014 - 03:45 AM.


#4 mjd420nova

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Posted 27 January 2014 - 08:18 AM

The equipment provided by AT&T for DSL, regular and Uverse are junk.  The modems rarely last a year, six months is average.  I had to buy my own to replace it.  Yes, it was a very similar problem, things just seem to disappear, repeated requests gave different results each time if received at all.  The telco should send someone out to check the signal at the house, if it looks good there, the modem is the only fault left.



#5 Greg62702

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Posted 27 January 2014 - 09:01 AM

I went through what you went through.  I contacted attcustomercare at forums.att.com to resolve my problem.  As for the equipment, if you have Uverse, you are stuck with the Pace equipment.  As for it being bad, yes the older 2-Wire gear was, but Pace is turning out  better equipment then 2-wire did.  Also a lot has to do with environment and if you get a lot of surges, or lightening, in how long the equipment will last.

 

Try contacting that group I posted above, and give them the same traceroutes.  They will ask you to change to a different DNS setting in your adapter, and run the same traceroutes with that DNS, vs the ATT DNS that goes through the modem.

 

The reply they gave me, was to just use DMZ+ mode and get a different router.  So I did the router change, and with that went with Comcast this past weekend.  Got a better  package at the same price ATT was charging me for 25meg.






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