Internet packet loss

[crglws]

For hours to days at a time i get packet loss, it's not all the time but it feels like the internet cuts out for 30 seconds then is fine for a minute. It happens on all mobile devices to my laptop that's on WiFi to my PC that's wired. my Xbox loses connection to live just idle in the menus, and web pages have long load times of time out. I don't know what information i can provide but so far i have these pictures showing packet loss. Please anyone with a solution to this issue would be greatly appreciated as this happens for at lest half the month every month since I've gotten Shaw internet months ago.

Lenovo on wifi

Tracing route to www.google.com [216.58.193.68]
over a maximum of 30 hops:
  0  My pc
  1  My pc
  2  68.149.0.1
  3  rc1we-be100-1.ed.shawcable.net [64.59.185.109]
  4  rc3no-be6.cg.shawcable.net [66.163.64.69]
  5  rc2wt-be100.wa.shawcable.net [66.163.75.233]
  6  72.14.242.90
  7     *        *        *
Computing statistics for 150 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                        My pc
                                0/ 100 =  0%   |
  1    5ms     0/ 100 =  0%     0/ 100 =  0%  My pc
                               27/ 100 = 27%   |
  2   13ms    27/ 100 = 27%     0/ 100 =  0%  68.149.0.1
                                0/ 100 =  0%   |
  3   13ms    27/ 100 = 27%     0/ 100 =  0%  rc1we-be100-1.ed.shawcable.net [64.59.185.109]
                                0/ 100 =  0%   |
  4   19ms    27/ 100 = 27%     0/ 100 =  0%  rc3no-be6.cg.shawcable.net [66.163.64.69]
                                1/ 100 =  1%   |
  5   33ms    28/ 100 = 28%     0/ 100 =  0%  rc2wt-be100.wa.shawcable.net [66.163.75.233]
                                0/ 100 =  0%   |
  6   34ms    28/ 100 = 28%     0/ 100 =  0%  72.14.242.90

Trace complete.

PC on ethernet

Tracing route to www.google.com [216.58.193.68]
over a maximum of 30 hops:
  0  My pc
  1  My pc
  2  68.149.0.1
  3  rc1we-be100-1.ed.shawcable.net [64.59.185.109]
  4  rc3no-be6.cg.shawcable.net [66.163.64.69]
  5  rc2wt-be100.wa.shawcable.net [66.163.75.233]
  6  72.14.242.90
  7     *        *        *
Computing statistics for 150 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           My pc
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  My pc
                               21/ 100 = 21%   |
  2    8ms    21/ 100 = 21%     0/ 100 =  0%  68.149.0.1
                                0/ 100 =  0%   |
  3    9ms    21/ 100 = 21%     0/ 100 =  0%  rc1we-be100-1.ed.shawcable.net [64.59.185.109]
                                0/ 100 =  0%   |
  4   14ms    21/ 100 = 21%     0/ 100 =  0%  rc3no-be6.cg.shawcable.net [66.163.64.69]
                                0/ 100 =  0%   |
  5   28ms    21/ 100 = 21%     0/ 100 =  0%  rc2wt-be100.wa.shawcable.net [66.163.75.233]
                                1/ 100 =  1%   |
  6   27ms    22/ 100 = 22%     0/ 100 =  0%  72.14.242.90

Trace complete.

[shaw-tony]

Hey crglws,

It may be a signal related issue from the wall outlet or a faulty modem. What troubleshooting steps have you tried so far? Do you have any special settings or 3rd party routing equipment connected to the modem?

Keep me posted,

Tony | Community Mod.

[clockwerk]

I'm in the same boat and I'm also getting PL at the 68.149.0.1 gateway. It's been happening to me since June and have had 3 tech visits now with no resolution in sight.

I've provided all the tests Shaw has asked for and they've always come back to say they don't see anything on their end. Sucks tbh.

[crglws]

Hi, sorry for getting back to you so late. So far I've changed the modem, which is the XB6, just checked all wires to see if they all work properly, I've had 2 techs over to take a look, one looked at the building and the other swapped out the outlet and cable running to the modem. I am a Jman electrician, with that I learn and work with data cables and am able to confirm that my Unit has a good signal strength using a coax tester, not sure about the entire building.

[crglws]

I'm happy to hear it's not just me, but sorry it's happening to you. I was starting to worry my network was hacked or something. and you get the same IP too, that IP shows smack dab in the middle of the golf course in the river valley. I wonder if most people even notice, i do cause i game and it boots me off accounts I'm logged into, but when it's happening sites are slow to load only during pl and games timeout, my wife on spotify or YouTube doesn't notice anything. maybe because it preloads.

[shaw-tony · Accepted solution]

@clockwerk do you have any special settings or have tried swapping out the modem? 

@crglws that is very odd to continue if our technicians have checked through everything. Does changing the DNS to 8.8.8.8 help with anything?

[crc]

What was the solution here?

I've had the same problem for months now in Edmonton (gateway 70.74.128.1).  Exact same symptoms, makes gaming and voice chats impossible.

[shaw-tony]

@crc can you post your traceroutes to the game, discord servers and google.ca? We haven't heard of any reports of issues since.

[crc]

This is an example of the packet loss I get pinging www.shaw.ca.  On bad days the intermittent packet loss lasts for the whole day.  But on other days it'll be fine all day.  Most days are somewhere in between.  It's always on the first hop as well.

[shaw-tony]

@crc thank you for providing more information. I took a quick look at your account to confirm and see the signal to the modem is out of spec which can cause packet loss and slow speeds. I'd recommend reseating your coax connects with the steps here. If that does not resolve your issue, please touch base with technical support to book a service visit.