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#3615 - 03/15/20 02:08 PM seems first isp hop is a problem, any suggestions?
jaredallen89 Offline


Registered: 03/15/20
Posts: 3
Seems to be a problem with isp nodes. so far they just want to keep looking at my equipment and say that everything looks good.
any ideas?
uploaded 4 pictures that all shows the ongoing issue.


Attachments
loss starting at hop 2.PNG (225 downloads)
delay in final hop originates in hop 2.PNG (173 downloads)
pingplot.PNG (132 downloads)
3PM.PNG (92 downloads)


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#3616 - 03/16/20 05:26 PM Re: seems first isp hop is a problem, any suggestions? [Re: jaredallen89]
Hayla Offline
Pingman Staff


Registered: 10/16/17
Posts: 90
Hey Jared,

Thanks for getting in touch!

I would agree with you - from just the screenshots I saw, it does look like there's an issue at hop 2. This hop normally is the ISP's demarc - so the issue could be with your connection to their demarc, or with the equipment at that hop.

My suggestion would be to get in touch with the ISP and let them know what you found. Typically, you can send them over PingPlotter results and they should be able to look at that and start their investigation. However, if you find yourself needing to make a case to your ISP, you can use the following resource to guide you in making an efficient and effective case:

https://www.pingplotter.com/fix-your-network/build-a-case.html

Let us know if you have any questions!
_________________________
Regards,
Hayla

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#3617 - 03/16/20 05:33 PM Re: seems first isp hop is a problem, any suggestions? [Re: jaredallen89]
Poe Offline
Pingman Tools Support


Registered: 02/11/19
Posts: 77
Hi jaredallen89,

Thanks for posting in the forums!

From your first couple of images, I would tentatively say that it's pretty clear that the issue starts at hop #2 but then I looked at the third image and it is a bit masked by the 39% packet loss on hop #1. I would say that rather than just sending your ISP screenshots we'd suggest sending them PP2 files so that they can look at the data over a 24-48 hr period and see the trends. Here is an article about Building a solid case to present to your ISP.

We suggest gathering between 24-48 hrs of data so that you can really start to see the trends emerge. Here is a list of targets that we recommend that you trace to.

1. Trace to the site or service you are having issues with (Netflix, Fortnite server, Zoom.com, etc.).
2. You can also trace to your ISP (generally hop #2 or #3). A "WHOIS" google search on the IP address usually provides results about who the IP address is registered to.
3. To your router (Usually the first hop in the route - 192.168.0.1 or something similar).
4. Trace to your NIC (Network Interface Card). In Windows, run Command Line as administrator and type ipconfig and look for the IPv4 address - this is your NIC IP.
5. Finally, trace to your loopback address (127.0.0.1). This lets you verify that any issues you are seeing are not related to the hardware or IP stack on the machine you're using.

You can share your results with us by changing your Focus field to reflect at least 24-48 hours, clicking File -> Share -> Create Share Page, and paste the URL of your share page in your reply.

PingPlotter Sharing

Here are a few articles which talk about interpreting PingPlotter:

Interpreting Latency and Packet Loss
Common Network Problems

Let us know what you find and we'll be happy to give our two-cents.

Thanks,

-Poe

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#3618 - 03/16/20 09:08 PM Re: seems first isp hop is a problem, any suggestions? [Re: Poe]
jaredallen89 Offline


Registered: 03/15/20
Posts: 3
thankyou for the replies. I have tested so many different pieces of equipment and had multiple techs out all saying that everything looks good, and never getting Mediacom to actually look at the node as far as I know. I have created that share page and can do so for a couple different traces.

I have used both an SB8200 and CM1000. directly to either modem or with a router (EA7500 first, currently TP-Link archer ax3000) multiple computers. cat 6 ethernet.

https://share.pingplotter.com/F1GrawRYFyz

https://share.pingplotter.com/8AJMd4d8LrA

https://share.pingplotter.com/iJevkVcv3AS


sometimes the first hop after my modem is the one that starts with 50, other times it is the ip that starts with 173, both have the same spikes over 100ms up to 500ms or timeouts



Edited by jaredallen89 (03/16/20 09:16 PM)

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#3619 - 03/18/20 04:00 PM Re: seems first isp hop is a problem, any suggestions? [Re: jaredallen89]
Poe Offline
Pingman Tools Support


Registered: 02/11/19
Posts: 77
Hi jaredallen89,

Sorry for the delay in getting back to you on this!

After taking a look at the pp2 files you shared with us (thanks for those by the way!) I see that you certainly have intermittent low-level packet loss with some larger spikes as well as some significant latency spikes.

Since your router is showing constant packet loss it's hard to know where the packet loss and latency starts. I'm guessing that your router is simply set up to de-prioritize ICMP packets where TTL = 0 and prioritize other traffic instead.

There are two ways to see what's going on with your router. The first way would be to trace to your router directly because when you do that the ICMP packets that PingPlotter sends won't have a TTL = 0 and it should give you accurate packet loss and latency data. The second would be to change the settings on your router, at least temporarily, to not de-prioritize ICMP traffic where the TTL = 0. To do this you'd have to google your router make and model and ICMP to find instructions of how to go into the settings and change it. Here is a link to instructions on how to change it for your TP-Link router.






















































The screenshot above illustrates why you need a clear view of your router. It shows a spike to 320 ms of latency at the final hop which appears to start at hop #2 but you will also notice that hop #1 isn't showing any latency results at that moment and in the timeline graph, it's only showing packet loss.

If you can rule out your router as an issue for the latency or packet loss then it should clearly show that it starts on hop #2 or #3 which both seem to belong to your ISP. The switching back and forth between IP addresses from the 50 to the 173 IP addresses is likely just because they are load balancing their traffic in some way. It could be an issue but only they will ever know as you have no visibility as to what is going on.

Do a trace to your router as well as a trace to google.com and open both graphs and see where the packet loss starts and that should likely give you what you need to take this to your ISP with clear evidence as to where the issue lies.

Feel free to send us more pp2s if the results are confusing, we're happy to take a look at them!

Thanks,

-Poe

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#3620 - 03/18/20 05:52 PM Re: seems first isp hop is a problem, any suggestions? [Re: Poe]
jaredallen89 Offline


Registered: 03/15/20
Posts: 3
https://share.pingplotter.com/jibNPAq14gQ
first hop last 12 hours

https://share.pingplotter.com/VpNmUaS6Nps
modem last 12 hours

https://share.pingplotter.com/XD9RPsZ1y6N
router last 12 hours

https://share.pingplotter.com/Mcr5VWs99uV
loopback last 12 hours

https://share.pingplotter.com/QDsSNk5vVX4
google last 12 hours

isp keeps stating they don't see an issue on the line
and has already sent out a tech more than 5 times all with the same result.
id be pulling my hair out if I had any

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#3628 - 03/26/20 04:02 PM Re: seems first isp hop is a problem, any suggestions? [Re: jaredallen89]
AustinB Offline
Network Support @ Pingman Tools


Registered: 12/11/18
Posts: 64
Hi Jared,

I'm sorry for the delayed response! Thanks for submitting more data to us.

The IP of 173.18.240.1 for hop #2 in your route does indeed have strong evidence to suggest an issue. It appears that the device at this point is contributing to some latency spikes and most (if not all) of the packet loss you're frequently experiencing.

As Poe and Hayla suggested earlier, the best thing you can do is make a great case to your ISP - showing the evidence, correlation, and impact the problem has. In addition, I'd also recommend pushing to speak to a supervisor for most of the conversations. If you continue to be a "squeaky wheel" to your ISP, chances are they'll invest more time and effort into fixing your problem.

Please let us know if you have any other questions or concerns!

All the best,

Austin Berner
Software Support Technician | Pingman Tools
support@pingman.com | (208) 345-0030

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