High Ping & Packet Loss

[#1]

For the past 3-4 months I've been experiencing huge latency and packet loss problems during peak hours, usually between 6 to 10PM MST. Ping in games during non-peak hours typically ranges between 60-90ms, during these peak hours it will spike to anywhere from 300 to 2000+. Attached are some examples

[shaw-tamara]

Hi  

Are you noticing any other issues with your Internet connection? Like slow speeds or random disconnections? What modem do you have, and do you have a separate router? If you've done any troubleshooting with the modem, can you let us know what you have tried? Thanks!

[#3]

Download speeds tend to fall during these same hours, upload speeds stay mostly the same. I have not experienced random disconnections with any regularity. 

The router is a Cisco DPC3825. I have tried the following so far:

Connecting using both WiFi and ethernet cable 

Resetting the modem when the problem is occuring

Resetting the modem to factory default settings

Port forwarding applications requiring a stable connection

[nezroy]

Yeh I am also getting micro bursts of very high latency once every minute or so since the December upgrade. Jumps to 0.5s to 3+s momentarily then back to normal. Fine for Netflix but hell for gaming. The exact same Arris XB6 modem on the 150 speed was perfectly happy and fine before the network upgrade. This happens on IPv4 and IPv6, even with pretty much no load on the connection, at all hours, in both bridged and not bridged modes.

[shaw-tony]

bpeel123 thank you for the details. It may be a signal related issue. I'd recommend trying some steps here first to see if it helps improve your speeds. If you continue to notice the slow speeds, your best bet is to touch base with technical support to investigate further. Let me know how it goes!

[33onethird]

@Nezroy, did you get this solved? I’m dealing with the same

[shaw-tony]

 what troubleshooting steps have you tried so far? Can you also post your WinMTR results?

[33onethird]

can I send that info through private message?

[shaw-tamara]

You can post a screenshot in the thread here, or if you prefer one on one support, you can get in touch with technical support using the contact information on https://www.shaw.ca/contact-us/

[33onethird]

I have packet loss issues. 

I've had a tech come and check the levels and tell me they are fine and that there is nothing he can do. 

I've already replaced my modem once.

Did not have packet loss issues with my Hitron and Internet150. 

Streaming is not affected but I can't reliably game anymore. 

I have internet 300 and the Technicolor bluecurve. 

See below. 

Test server speedtest.shaw.ca 16% packet loss. 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.0.0.1 - 16 | 506 | 429 | 1 | 26 | 840 | 3 |
| 96.53.192.1 - 0 | 3754 | 3754 | 5 | 41 | 865 | 44 |
| 64.59.186.169 - 0 | 3762 | 3762 | 7 | 41 | 839 | 25 |
| 66.163.70.98 - 1 | 3719 | 3718 | 6 | 42 | 893 | 25 |
| 66.163.70.94 - 1 | 3714 | 3713 | 15 | 48 | 896 | 26 |
| rc3no-be6.cg.shawcable.net - 0 | 3746 | 3746 | 19 | 53 | 901 | 24 |
| 64.59.135.230 - 0 | 3749 | 3749 | 18 | 52 | 902 | 24 |
| 64.59.136.151 - 0 | 3752 | 3752 | 15 | 51 | 993 | 33 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Test server google.ca 16% packet loss

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.0.0.1 - 16 | 119 | 101 | 1 | 9 | 118 | 2 |
| 96.53.192.1 - 0 | 900 | 900 | 7 | 25 | 215 | 16 |
| 64.59.186.169 - 0 | 903 | 903 | 9 | 24 | 182 | 12 |
| 66.163.70.90 - 0 | 903 | 903 | 14 | 30 | 201 | 23 |
| 66.163.70.129 - 0 | 902 | 902 | 12 | 33 | 201 | 20 |
| rc3no-be6.cg.shawcable.net - 0 | 903 | 903 | 20 | 36 | 205 | 25 |
| rc2wt-be100.wa.shawcable.net - 0 | 902 | 902 | 31 | 50 | 183 | 42 |
| 72.14.242.90 - 0 | 901 | 901 | 29 | 49 | 194 | 39 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| 74.125.253.60 - 0 | 901 | 901 | 35 | 52 | 214 | 39 |
| 108.170.233.157 - 0 | 902 | 902 | 32 | 50 | 193 | 39 |
| sea15s11-in-f163.1e100.net - 0 | 902 | 902 | 33 | 50 | 193 | 39 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider