packet loss @rc4ec-be13.il.shawcable.net

[junny]

Ah no worries. I knew I wasn't going crazyyyyy.

Can any of the shaw members help me out? Your level 1 support wouldn't bother helping me

shaw-lance‌ shaw-colin‌ shaw-matt‌ shaw-tony‌

[wvt]

I'm having loss at the exact same point to some servers in Chicago both from home coax connection and work Shaw Fibre.... other servers in Chicago seem to route via Washington and have no loss.

[shaw-tony]

Hey junny, 

I appreciate you reaching out to us again on this. I haven't heard of any reports of issues with our Internet routing.  I've run several pings and traceroutes to the server 108.61.100.17 and don't see any points of packet loss.

It may be a signal related issue to your modem which some troubleshooting should be able to improve. What troubleshooting steps have you completed with our technical support team members?

Keep me posted,

Tony | Community Mod.

[junny]

Hi shaw-tony‌, 

- I have done rebooting a router (unplug for 5 min and let it reboot)

- I have tried running the same winmtr trace on 2 computers that are hard wired (ethernet)

I am still getting 1-2% packet losses from rc4ec-be13.il.shawcable.net. Can you post your results?

WinMTR Statistics

WinMTR statistics

Host	packet loss %	Sent	Recv	Best	Avrg	Wrst	Last
HOMEIP	0	138	138	9	79	1952	15
HOME IP	0	139	139	9	72	1893	12
rc1st-tge0-9-0-20-1.vc.shawcable.net	0	142	142	10	16	102	14
rc3no-be11-1.cg.shawcable.net	0	142	142	21	28	101	24
rc3so-hge0-19-0-1.cg.shawcable.net	0	142	142	21	28	98	27
rc4ec-be13.il.shawcable.net	1	138	137	51	55	64	53
20473.chi.equinix.com	2	134	132	54	69	143	86
108.61.100.17.choopa.net	1	138	137	50	54	94	52

[shaw-tony]

junny 

Thank you for providing those details to me. It may be a signal related issue to your modem, I'd recommend trying the steps below:
1. Unplug the power to the Shaw Internet modem
2. Unscrew the coax cable cord from the modem, splitter (if there is one in between) and wall outlet for one minute. Ensure there are no kinks in the cables.
3. Screw the coax cable cord back into the modem, splitter and wall outlet until finger tight.
4. Power up the modem, it will take about 8-10 minutes to reconnect.
5. Once it is back online, see if you still experience the same issues.

I have included my results below:

[junny]

HI shaw-tony‌

I tried the method you mentioned, but with no luck.

Could it be an issue with my xb6 modem? I do remember seeing threads of users reporting issues with xb6 modem due to Intel's chip bug or something. What do you think? Would there be any benefit to either replace the modem or have the modem checked out?

[shaw-tony]

junny thank you for trying those steps. At this point, I will recommend reaching out to our technical support to schedule a service appointment to review/improve the signal strength to your modem and see if a modem swap is required.

[junny]

can u winmtr 108.61.100.17 and post ur result?

[#9]

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
|                                                   Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|-----------------------------------------------         -|------|------|------|------|------|------|
| untangle.gateway.com -                         0 | 33 | 33 | 0 | 0 | 0 | 0 |
| 70.76.x.x -                                              0 | 33 | 33 | 8 | 13 | 26 | 13 |
| 24.244.8.141 -                                        0 | 33 | 33 | 9 | 14 | 23 | 11 |
| 66.163.66.77 -                                        0 | 33 | 33 | 8 | 14 | 23 | 15 |
| rc2nr-tge0-10-0-30.wp.shawcable.net - 0 | 33 | 33 | 26 | 30 | 36 | 29 |
| rc3sc-hge0-9-0-0.wp.shawcable.net -   0 | 33 | 33 | 26 | 31 | 38 | 27 |
| rc4ec-be25-1.il.shawcable.net -            0 | 33 | 33 | 42 | 46 | 53 | 47 |
| 20473.chi.equinix.com -                        0 | 33 | 33 | 44 | 57 | 98 | 51 |
| 108.61.100.17.choopa.net -                  0 | 33 | 33 | 41 | 45 | 55 | 42 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

I did notice several of the winMTR logs posted above have very high ping times for the first few hops under "Worst"

That almost always indicates an issue on your end.

Your very first hop should be 0 with an average of 0 and worst of 0, not an average of 75 msec and worst 1500 or higher.

The default WinMTR ping interval is 1 second, and if your worst is 1557 (1.557 seconds) you are going to show packet loss.

[#10]

Your first 2 hops are problematic. The average for both of them is way to high, so is your "worst".

I would look there first for any issues, like incorrect network settings, conflicting DHCP settings, network collisions etc...

The remainder of the network data looks ok, just the first 2 hops are really bad for some reason.