Packet Loss Shaw 600

clockwerk
Grasshopper

I'm posting this here now but I've actually been dealing with this since June 11th.

 

I've been suffering from this for over a month. It's not a speed issue, it's the reliability of the line. Websites don't resolve. There's something going on at the gateway I'm tired of being told that the maintenance team keeps declining to send people out to investigate further. I've had 3 tech visits, the last one being a senior tech who actually just came over to tell me there was nothing he could do (and we spent about 15 minutes just standing at my foyer arguing). This is stupid ridiculous. Can I get some real help here?

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Exact same thing here, I had to use my phone to reply to...

s2celerity
Grasshopper

Exact same thing here, I had to use my phone to reply to this because I can’t even sign in to shaw forums from my desktop it just keeps loading and loading

this is also the reason I can’t live stream properly and I’ve had an on going discussion with Shaw about it for almost 2 years

i guess an engineer is finally looking into it ... bloody ridiculous 

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Two years?? Dear god that’s beyond terrible. I’ve been ru...

clockwerk
Grasshopper

Two years?? Dear god that’s beyond terrible. I’ve been running pingplotter for over an hour now and every 45-90 secs I get packet loss. I can also tell when this issue is occurring when I ask Google Home a question and it takes like 30 secs for an answer. Totally unacceptable,.

Shaw, you used to be better. I’ve been loyal for 15+ years and have even recommended your services over other competitors to people I know. This is the first time you’re truly letting me down. 

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It is beyond reasonable that if I pay 100 dollars a month...

s2celerity
Grasshopper

It is beyond reasonable that if I pay 100 dollars a month for internet alone that I am able to do everything I want to with it

how can they tell me I am getting 20mbps upload but can only utilize 3-4mbps at most times of the day, it is just crazy to think that it is 2019 and we’re still having problems like this, truly baffling 

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I appreciate your long-standing business with us and apol...

shaw-tony
Moderator
Moderator

@clockwerk I appreciate your long-standing business with us and apologies for the frustrations this has caused. I took a quick look into your area and signal and everything looks solid. No noise issues, errors or anything I can see that could cause packet loss. I know there have been some issues with smart home devices causing connection issues. When you disconnect everything and connect purely to your PC, do you still see packet loss? Are you seeing packet loss to all websites or just specific ones?

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So I'm connected directly from my PC to the modem, wired...

clockwerk
Grasshopper

So I'm connected directly from my PC to the modem, wired connection. I never had an issue before June 11th with smart decices.

In any case, this issue affects all devices when it is occuring. Currently, I'm not experiencing issues so I can't try disconnecting everything and test now. I doubt this is the issue however

What else you got for me?

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glad that the issues haven't cropped up. My only other id...

shaw-tony
Moderator
Moderator

@clockwerk glad that the issues haven't cropped up. My only other idea would be WiFi interference, I'd recommend trying different WiFi channels to see if that helps with your situation.

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Hmm, would wifi interference impact a wired connection?

clockwerk
Grasshopper

Hmm, would wifi interference impact a wired connection? 

Also, the issue cropped up again early Tuesday morning for about 2 hrs and subsided after that. Not sure if there's been issues today so far as I'm not home yet.

Edit: I unplugged my Chromecast last night but have left my Google Home active. I'll report back if my smokeping tests show any improvement 

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ah, WiFi interference would not impact the wired connecti...

shaw-tony
Moderator
Moderator

@clockwerk ah, WiFi interference would not impact the wired connection. Definitely keep me posted!

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Just an update - unfortunately, after disconnecting all s...

clockwerk
Grasshopper

Just an update - unfortunately, after disconnecting all smart devices, I'm still getting intermittent packet loss. I've just completed a factory reset of the modem and am still seeing high packet loss (15-20% spikes every 1-2 minutes).

Having run a smokeping now for the past 5-6 weeks, I am beginning to see a rough pattern.

On "typical packet loss" days, there is packet loss occurring roughly around 10pm-12am and 4am-8am and when it starts it usually occurs for about 45-60 mins but can sometimes persist for 90+ mins. This is problematic but at least it's occurring at times just before I go to bed. But on the nights that I do stay up, the internet experience is quite poor.

There are a few notable exceptions where the packet loss is significantly worse (aka "heavy packet loss" days😞

1. Thursday - for at least the last 4 weeks, Thursday seems to be abnormally bad. Packet loss can occur anytime between 10am -11pm (13 hour window!) and each occurrence can last up to 2-3 hours at a time before subsiding around 12am -1am.

2. Friday - Another consistently bad chunk of time is Friday between the times of 4am-10am where the packet loss occurs for about 3-4hours and then subsides heading into the afternoon.

Again, this is just a GENERAL pattern. Overall, there is a level of variability (ie. a 1-2 day period where there's no packet loss at all OR  a "typical packet loss" day that experiences heavy packet loss. But generally speaking, the above description is roughly accurate.

So in summary, for the last 2 months, there is SOME LEVEL of packet loss occurring almost every single day, ranging from bad to UNBEARABLY bad.

I've been wondering if doing the bridge mode + router combo would be another thing to try? Do you think that it might help or probably not?

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