Major ISP issue

[mojothehut]

Hey all.

I'm looking for some network/broadband savy folk here.
I'm having a horrible, frustrating time with my ISP (Suddenlink)
I have 15mb service, for the last two years it's been running fine.
But over the last 3 weeks a problem has started.

What happens is, EVERY evening, right around 7:30 or 8pm, my bandwidth
goes to utter crap. I get small 5 to 10 min windows of perfect usage than
a 2-3 min "freeze" like a hiccup. My modem doesn't actually drop the signal,
all internet usage just stops. You can almost set your watch to it, really.

When the hiccup stops, I can run every speedtest&ping test I can find
and have perfect results. But during said hiccup, can't load anything to test.
I've bypassed my router and tried running directly off the modem, no change.
Even replaced the modem with a brand new one, no change. This happens
on multiple devices and computers, so it's not "my computer."

I've had two technicians over the last week show up.
They hook up some fancy monitor to my lines and find NOTHING wrong.
Not a thing. They claim my signal strength is perfect both here at my place and in town on their end.

They look at me like I'm on drugs when I try to tell them it happens around 7 or 8pm and lasts all night.

Since they don't do service calls after 5, they will never be out here during a problem.
Now I know during prime time, bandwidth drops a bit as more users get on.Again, over the last 2 years it hasn't been an issue at all.

So what I'm looking for are some "smart" questions to ask the 3rd tech.
Something that maybe will tell him to do his job, without actually saying that.
I don't have any highspeed alternative where I live, it's stupid Suddenlink or dialup.

 

[Elixer]

What does the cable modem's signal strength show when this is going on, and what is it now?
Your area could be over-saturated as well, if so, there is no fix on your end for that.

 

[mojothehut]

Not sure I know how to check my signal strength. When the techs were out
here doing that, they didn't tell me any numbers or anything. Just said "signal is perfect"

I can tell you my speedtest results if that helps.
16mbps up
1.6mbps down. when things are working fine. Like 8am-7pm

 

[NesuD]

If this is cable internet it sounds like ranging request failures. If you have access to your modems log page it they should show up in there. In particular you want to look for T3 and T4 timeouts those are not good and should be a very rare occurrence. My modem actually reboots automatically on T4 timeouts. My experience is that if the signalling is good then the problem is probably at the head end. Basically what happens is at peak times the upstream ranging requests overwhelm the head end causing ridiculous ping times and tons of dropped packets. Had a similar issue with charter in my area about a year and a half ago. Took two months and the intervention their social media support agents (who's department has since been shutdown) to get directly in touch with the head end manager to resolve the issue. Tier one phone tech support will never solve this issue. Repair visits to your home won't either. This has to be kicked up and resolved at your local head end. Hard as hell to get providers to do that though.

 

[inachu]

I have dealt with this in the past and the only solution was to get a new cable modem DOCSIS 3.1 Also you could find a program to monitor your ip address.

See how many connection attempts are made to connect to your pc, how many people on the internet are pinging your IP address. To find out how my IP address was being used on the internet I used peer guardian. There is a free version and a paid version.

Peer guardian will let you know when weird stuff is going on with your ip address such as remote attacks and stuff.

 

[mojothehut]

Thanks for the info so far =)

I have a DOCSIS 3.0
Touchstone® CM820 modem, to be exact. it's the new one they put in. Apparently my old one was 2.0

Anyway, Ill give peer guardian a try tonight when the issues begin

 

[mojothehut]

Oh hey guys! I just found out AT&T is offering their "U-verse" in my area now. They have an 18mbps package. I know this starts a different question, but if my cable issue cant be resolved soon. Would it be worth trying out ATT? I think its VDSL or something. So it's the Cable vs DSL argument I suppose?

 

[Ketchup]

Once I went cable I will never go back. But I would if I had to put up with that issue you are dealing with.

Is that modem plugged straight into the wall for power/communication, or is it going through something else (power strip, battery backup)?

 

[mojothehut]

Plugged straight into wall

 

[Elixer]

Oh hey guys! I just found out AT&T is offering their "U-verse" in my area now. They have an 18mbps package. I know this starts a different question, but if my cable issue cant be resolved soon. Would it be worth trying out ATT? I think its VDSL or something. So it's the Cable vs DSL argument I suppose?

I suppose, if that is your only choice, then, you do what you need to do, however, lots of people I know quickly switched back to cable after they have been on uverse for about a month, and cancelled it.

For cable modem's signal strength, you usually check http://192.168.100.1 or something like that (depends on the modem).
You can also check the modem's logs, and see what it says.

 

[mojothehut]

Oh found my signal strengths! Since I'm not sure what to make of it, here's a picture.

 

[Fardringle]

Good! Now take a screenshot of that same page when the connection stops working for a comparison.

 

[Elixer]

Upstream is looking like the issue.
IIRC, it should be between 35dbmV to 50dbmV, and you are at 52 now...
Much higher, and it will drop.

 

[mojothehut]

Ah, yea during the problem the downstream doesnt change hardly at all, nor does the upstream.
But if you say 53.21dBmV is too high, how does one go about bringing it down
into the correct range? Seems like quite a few folk saying as long as it's under 55 dBmV on the
upstream, it's fine?

 

[Elixer]

Maybe. Last time I talked to a tech, they want it in the 40s.
You can't do anything to fix that, it is a line issue, and a tech must get a reading on their gear to troubleshoot.
What are the modem logs showing you?