Need Help Troubleshooting Internet Problems

[PBid412]

Hey all!

I don't know where I should post this, but I feel I'll get better results here with the community than I would through Comcast.

I recently been having slow internet speeds and having a hard time testing my upload speeds and what not. My internet use to be smooth and I didn't have trouble accessing web pages. Right now, everything is so slowed down. I try accessing some web pages and it takes 2 seconds, 2 minutes or never loads. I also play League of Legends and been having server issues with them as well and never had problems with their clients before.

I don't know where to begin with this. I have power cycled my modem. I've contacted Comcast and they advised the signal was good for what that is worth. I've also hard reset my modem (Zoom 5350). I've checked the wire all the way outside and it appears to be good as well. I'm currently running the provided Norton that came with my Comcast subscription along with its firewall. Windows firewall is of course turned off. I've also attempted using Mozilla Firefox and IE9 to access webpages with same results.

If you can help me pinpoint this, I'll provide any further information you need. I don't know if its software issue, latency, ping, I don't know!

Thanks ahead of time!

 

[rolli59]

Have they come to measure your signal? Where is the wire from the outside running inside to the modem?

 

[PBid412]

The only thing they have done so far is send an activation signal and then a diagnostics of the modem saying the signal was good. As for coming here, they have not done so yet.

I also remember when they ran the wire, he redid a lot of wiring by the telephone pole and was near a black box. That appears where the wire is coming from. I'm not sure of the technical name of the black box. The wire comes directly from the pole, into my basement, and is currently running along the floor joists in my basement which is not tiled yet as I'm remodeling. Then straight into the modem.

 

[XavierMace]

How old is the modem/router?

 

[PBid412]

How old is the modem/router?

The modem is about a year old. Its a zoom 5350 1092 series.

 

[Bubbaleone]

Hey all!

I don't know where I should post this, but I feel I'll get better results here with the community than I would through Comcast.

I recently been having slow internet speeds and having a hard time testing my upload speeds and what not. My internet use to be smooth and I didn't have trouble accessing web pages. Right now, everything is so slowed down. I try accessing some web pages and it takes 2 seconds, 2 minutes or never loads. I also play League of Legends and been having server issues with them as well and never had problems with their clients before.

I don't know where to begin with this. I have power cycled my modem. I've contacted Comcast and they advised the signal was good for what that is worth. I've also hard reset my modem (Zoom 5350). I've checked the wire all the way outside and it appears to be good as well. I'm currently running the provided Norton that came with my Comcast subscription along with its firewall. Windows firewall is of course turned off. I've also attempted using Mozilla Firefox and IE9 to access webpages with same results.

If you can help me pinpoint this, I'll provide any further information you need. I don't know if its software issue, latency, ping, I don't know!

Thanks ahead of time!

I believe you'll find that the Norton Security Suite is your problem. Norton is sniffing every packet passing through it's firewall and scanning every file that it considers to be even vaguely threatening. That's where all your bandwith and computer resources are going, and the reason for webpages not loading or loading very slowly. What's the upload/download speed of the package you purchased from Comcast?

.

 

[PBid412]

Up to 25Mbps download and upload of 4Mbps.

 

[Bubbaleone]

That's a good standard Comcast package that'll handle streaming media, and very quick webpage access with any browser, without any problem. Your Zoom 5350 is a wireless N/DOCSIS 3, cable modem gateway that's capable of handling gigabit speeds and wouldn't be the cause, unless you have it seriously mis-configured. Given it's a new install, I'm pretty sure that your modem is still in default configuration. Have you changed any of it's settings?

 

[PBid412]

That's a good standard Comcast package that'll handle streaming media, and very quick webpage access with any browser, without any problem. Your Zoom 5350 is a wireless N/DOCSIS 3, cable modem gateway that's capable of handling gigabit speeds and wouldn't be the cause, unless you have it seriously mis-configured. Given it's a new install, I'm pretty sure that your modem is still in default configuration. Have you changed any of it's settings?

I did a hard reset on it today. The only thing I really changed on it was the password. haha

 

[denis280]

did you try a speedtest to find out.

 

[PBid412]

did you try a speedtest to find out.

Its been rather inconsistent. Here is some minus the pictures due to the inability to finish the upload:

These ones were sent to Baltimore, MD(Best ping when I hit begin test):

1. 25ms, 29.94Mbps (Can't do upload, it won't work. I've tried everything recommended.)
2. 25ms, 25.61Mbps
3. 25ms, 38.41Mbps

These were actually pretty good. I did more for Columbus, OH and this is what I got:

1. 65ms, 0.37Mbps
2. 55ms, 0.67Mbps

This is for State College, PA Server:

1. 45ms, 12.86Mbps
2. 45ms, 8.44Mbps

Here are some pingtest.net numbers as well:

1.
2.
3.
4.
5.

 

[Bubbaleone]

Pings look fine; nothing unusual, but run the speed test at SPEEDTEST.NET, from servers out to 500 miles from your location, then post the result pics here. Packet loss looks like you may have MTU set wrong, but we'll get to that. What operating system are you running?

.

 

[PBid412]

Pings look fine; nothing unusual, but run the speed test at SPEEDTEST.NET, from servers out to 500 miles from your location, then post the result pics here. Packet loss looks like you may have MTU set wrong, but will get to that.

.

Those were from speedtest.net. I can't complete the test cause it locks up at the upload part. It use to work before all my troubles began too. Because I can't finish the upload part of the test, I can't get to the picture.

Windows 7 Pro by the way.

 

[rolli59]

And you had Norton when everything was working fine?

 

[PBid412]

And you had Norton when everything was working fine?

Yeah it was. I just uninstalled it, things still the same. I installed avast (liked it better anyways) and nothing has changed. I did this to see if it was Norton causing the slowness and it doesn't appear to be as I tried couple websites, like this one, without norton and nothing changed.

 

[Bubbaleone]

Yeah it was. I just uninstalled it, things still the same. I installed avast (liked it better anyways) and nothing has changed. I did this to see if it was Norton causing the slowness and it doesn't appear to be as I tried couple websites, like this one, without norton and nothing changed.

Reset the Windows 7 TCP/IP stack:

1. Click Start and then type CMD in the Search box. Right-click CMD.exe icon and select Run as administrator.
2. If the User Account Control box pops up, click Yes.
3. At the command prompt, copy and paste (or type) the following command and then press ENTER:

netsh int ip reset c:\resetlog.txt

4. Exit the command prompt and reboot.

Retest internet connection speed/quality and post back here with result.

.

 

[Bubbaleone]

I highly doubt that every left-over Norton file and all the changes it's made to the Windowes registry have been removed if you uninstalled via Programs and Features.

Symantec has been well aware, for many years, just how badly their security products uninstall in Windows, and all of the problems that creates for Windows users trying to figure out what's wrong with their PC afterward.

So, they've been kind enough to address the issue by writing a special uninstall tool. Download and run the Norton Removal Tool to remove any remaining traces, before you go any further.

.

 

[AnonymouseUser]

Try a traceroute and see if you have a bad node somewhere.

Start > cmd.exe > tracert www.google.com

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\AnonymouseUser>tracert www.google.com

Tracing route to www.google.com [74.125.225.240]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms UNKNOWN [192.168.1.1]
2 38 ms 25 ms 30 ms cpe-173-175-224-1.tx.res.rr.com [173.175.224.1]

3 11 ms 13 ms 11 ms tge7-2.dllatx12-er02.texas.rr.com [70.125.216.16
9]
4 11 ms 12 ms 12 ms tge8-2.dllatx12-er01.texas.rr.com [24.175.39.138
]
5 18 ms 17 ms 14 ms tge2-1.dllatx1k-tr01.texas.rr.com [24.175.38.2]

6 19 ms 14 ms 15 ms agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
7 14 ms 17 ms 14 ms 107.14.17.136
8 * 19 ms 13 ms ae1.pr1.dfw10.tbone.rr.com [107.14.17.234]
9 47 ms 48 ms 45 ms 74.125.48.65
10 13 ms 12 ms 12 ms 72.14.233.65
11 13 ms 12 ms 12 ms 209.85.240.77
12 17 ms 13 ms 14 ms dfw06s26-in-f16.1e100.net [74.125.225.240]

Trace complete.

 

[PBid412]

Ok, I did as you said. I also removed norton completely. I am currently not running an antivirus at this time at all nor a firewall.

I just tested my speed through Reston, VA and is as follows:

75ms, 35.26Mbps

I still can't get the upload to work as it gives me an error.

pingtest.net is as follows:



Here is trace log:

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C: \Users\Patrick>tracert www.google.com

Tracing route to www.google.com [173.194.75.103]
over a maximum of 30 hops:

1 9 ms 9 ms 9 ms 73.147.204.1
2 9 ms 8 ms 7 ms te-0-7-0-4-sur01.mckeesport.pa.pitt.comcast.net[68.85.73.61]
3 11 ms 11 ms 11 ms te-0-5-0-0-ar03.pittsburgh.pa.pitt.comcast.net [69.139.195.9]
4 26 ms 19 ms 19 ms he-4-13-0-0-cr01.newyork.ny.ibone.comcast.net [68.86.91.185]
5 25 ms 23 ms 22 ms pos-0-0-0-0-pe01.111eighthave.ny.ibone.comcast.net [68.86.87.122]
6 18 ms 18 ms * as15169-3.111eighthave.ny.ibone.comcast.net [75.149.230.194]
7 41 ms 24 ms 54 ms 209.85.255.68
8 18 ms 33 ms 17 ms 209.85.252.242
9 24 ms 24 ms 24 ms 72.14.239.93
10 55 ms 34 ms 36 ms 209.85.241.222
11 35 ms 36 ms 43 ms 216.239.48.159
12 * * * Request timed out.
13 34 ms 37 ms 36 ms ve-in-f103.1e100.net [173.194.75.103]

Trace complete.

 

[Bubbaleone]

Did you reset the TCP/IP stack yet?

 

[PBid412]

Yeah, I did that along with removing Norton.

 

[AnonymouseUser]

Are you connected through a router connected to the modem, or directly to the modem? Wired or wireless? Have you tried other browsers?

You can eliminate the OS/software as the possible culprit by booting a Linux Live USB or Live DVD.

 

[PBid412]

Are you connected through a router connected to the modem, or directly to the modem? Wired or wireless? Have you tried other browsers?

You can eliminate the OS/software as the possible culprit by booting a Linux Live USB or Live DVD.

Its directly into the modem. Modem is wired straight into my computer. No routers. I don't want to touch Linux as I have never done it before and I just don't feel comfortable installing what you linked. Sorry.

 

[Bubbaleone]

This is more what your ping test should look like:

That's 850 miles from Portland to LA with zero packet loss. Line quality where you are doesn't (neccessarily) depend on just what Comcast ran from the street to your modem. It also has a lot to do with the overall quality of the infrastructure in your geographic region and over the backbone to the server/s you test on. Post your computer specs and whether you're running an integrated network adapter or an add-on network adapter.

And, I really like AnonymouseUser's suggestion of testing with live Linux, because if you get zero packet loss and good data transfer speed on Linux, to the same servers you tested on in Windows, it's really simple to repair Windows 7 with a no data loss in-place upgrade installation.

EDIT: You don't need to install a live Linux distro. Just burn it to CD/DVD and boot from it. It has no effect on your Windows installation whatsoever.

.

 

[PBid412]

Computer Specs:

------------------
System Information
------------------
Time of this report: 6/5/2013, 02:22:10
Machine name: PATRICK-PC
Operating System: Windows 7 Professional 64-bit (6.1, Build 7600) (7600.win7_rtm.090713-1255)
Language: English (Regional Setting: English)
System Manufacturer: System manufacturer
System Model: System Product Name
BIOS: BIOS Date: 12/14/10 18:11:14 Ver: 08.00.15
Processor: Intel(R) Core(TM) i5 CPU 750 @ 2.67GHz (4 CPUs), ~2.7GHz
Memory: 4096MB RAM
Available OS Memory: 4094MB RAM
Page File: 1699MB used, 6486MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
DxDiag Version: 6.01.7600.16385 32bit Unicode

---------------
Display Devices
---------------
Card name: ATI Radeon HD 5800 Series
Manufacturer: Advanced Micro Devices, Inc.
Chip type: AMD Radeon Graphics Processor (0x6899)
DAC type: Internal DAC(400MHz)
Device Key: Enum\PCI\VEN_1002&DEV_6899&SUBSYS_0B001002&REV_00
Display Memory: 2808 MB
Dedicated Memory: 1017 MB
Shared Memory: 1791 MB
Current Mode: 1920 x 1080 (32 bit) (60Hz)
Monitor Name: Generic PnP Monitor
Monitor Model: VW246
Monitor Id: ACI24F2
Native Mode: 1920 x 1080(p) (60.000Hz)
Output Type: DVI
Driver Name: aticfx64.dll,aticfx64.dll,aticfx64.dll,aticfx32,aticfx32,aticfx32,atiumd64.dll,atidxx64.dll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll
Driver File Version: 8.17.0010.1191 (English)
Driver Version: 12.104.0.0
DDI Version: 10.1
Driver Model: WDDM 1.1
Driver Attributes: Final Retail
Driver Date/Size: 3/28/2013 22:37:02, 1155264 bytes
WHQL Logo'd: n/a
WHQL Date Stamp: n/a
Device Identifier: {D7B71EE2-2BD9-11CF-1577-0A2BBEC2C535}
Vendor ID: 0x1002
Device ID: 0x6899
SubSys ID: 0x0B001002
Revision ID: 0x0000
Driver Strong Name: oem1.inf:ATI.Mfg.NTamd64.6.1:ati2mtag_Evergreen:12.104.0.0ci\ven_1002&dev_6899
Rank Of Driver: 00E62001
Video Accel: ModeMPEG2_A ModeMPEG2_C

As for the linux, I'm going to look it over here real quick. Looked at it, I'm a little unsure which one to get and how to do it.