Source
r/teksavvy•
zedix

Packet loss, again (Cable, Ottawa)

A few months ago I opened support tickets with Teksavvy because my Cable connection kept dropping packets. I would get upwards of 10% packet loss at peak times, which meant any type of voice communication, online gaming, Netflix streaming would really suffer. I ran all the battery of tests support asked, including having a Teksavvy support employee remote in with logmein and he could barely stay connected long enough with all the packets dropping.

While troubleshooting this, Teksavvy sent the ticket to Rogers, and one day my IP magically changed (to a completely different subnet, without me doing anything), and the problem went away, so I closed my Teksavvy ticket. I don't know if it was related or not, but I could never quite convince Teksavvy there was a problem.

Now 8 months later, the problem's back. I can barely stay connected to online game servers. Tried the usual tests (reboot modem, reboot router, pin factory reset, etc...) and no dice.

I honestly don't know if I have the courage to go through all these steps with support again. I think it might just be easier to change ISP.

Anyone have any experience with this? Any tips or data gathering I can do before opening another ticket to hopefully bypass the "have you tried connecting your PC directly to the modem" line?

Posted Oct 18, 2017, 1:36 AM UTC

313
lgwhore7•

I experience this as well and I notice it is usually the worst around fall time. I had a technician come in and they changed some filters last year, but that really didn't help. It was difficult for me to explain to customer service because it really only affects me when gaming. And the packet loss is inconsistent when doing a ping test, but consistent when playing a game.

3
TSI-Scott•

I'm sorry to hear about the issue with the packet loss. I'm afraid there isn't really way to avoid connecting a computer directly as the vendor rejects any ticket submitted that shows a router in the connection without investigation. If you'll please click here and select Sales or Support (depending on your inquiry) from the "SUBMIT A REQUEST" drop down. Please select Reddit on the next page under "where did you come from?". Include the account information, and we'll work to find out what's going on.

I prefer to use WinMTR when diagnosing these sorts of issues. It's a freeware MTR test. An MTR combines a continuous ping with a trace route. I'd also contact the support for the game server as it seems to be the most affected. They should be able to give a test server so a test can be run in.

2
zedixOP•

Thanks, the ticket has already been opened so couldn't select Reddit as a source, sorry - 988918

A bit discouraged by the >48hr estimated time for a reply email I got though.

The game server is just an example, I can literally ping or test any IP to reproduce the server, it is not limited to a protocol or destination.

I'll check out WinMTR and see if I can gather some data and attach to the ticket pre-emptively...

1
Dezombification•

I'm quite literally having this issue as I type this. I've had them check it before and as a bit of context, I live in an apartment building. Anyway according to the guy on the phone, I had "too much signal" (I guess the modem can only handle so much coming through). They scheduled a technician to come in and they just attached a little limiter to the end of the line (bridges between my modem and the cable). That worked wonders for about a month and then every so often my connection goes to shit for the night.

1
TSI-Leanne•

Can you please open a ticket the same way as TSI-Scott mentioned? It sounds like there is a new type of signal issue we need to address. What you could try is taking off the limiter and going direct outlet to the modem. Just to see if there are any improvements that way.

1
Dezombification•

I would but it's so inconsistent. This morning I was having issues and the only way I could fix it was to completely disconnect my modem and wait ~10 minutes. Now it's fine and I'd assume it'll stay fine for a couple weeks and randomly come back...

1
TSIashleigh•

An Intermittent connection does not fix itself on its own normally. It will be ongoing. Intermittent issues can certainly be frustrating to diagnose and fix as they are intermittent however we are happy to work with you and diagnose what is happening and have this resolved for you. We need you to further contact us and we need to locate your account and troubleshoot.

We look forward to hearing from you.

Thank you,

1
Dezombification•

After that post I didn't have any issues until tonight, called (Managed to get a technician right away, yay!) and went over with him what I'd diagnosed via pings and whatnot. Tried connecting directly to the modem rather than through my router. Well that turned out to be the issue.

Thanked the technician for his help and went ahead and did some testing of my own. I have a d-link ac3200 and in that router there's a QoS engine. Now I had decided to factory reset the router to see and suddenly most of my issues were gone. Went back to my usual settings (desktop getting highest priority) and suddenly back to ping issues! Tested that multiple (10? 20 times?) and confirmed.

So TL;DR if anyone has ping issues do try the direct connection first. It might just be a configuration issue with the router.

1
stry8993•

This is literally happening to me right now, as we speak. Its getting extremely tiring, and frustrating. Like right now, I'm trying to watch a youtube video in 1080p60, and it is buffering so much that its like a power point presentation. They've already had a tech come out, etc. It was doing this before I upgraded to 75/7.5, now its doing it even MORE. And when I was on Shaw, it'd be the same case.

1
TSIashleigh•

Thank you for letting us know. If you are on a Cable connection with us and the same issue was occurring with a previous Cable provider I am thinking there is a significant line issue at your home which needs to be addressed. We are happy to work with you to send out another technician to locate the issue or perhaps we can move you to a more reliable connection like DSL if it is available at your home.

Please contact us directly at 1-877-779-1575 (we have very little wait times now) or send us a direct message here: click here and select Support from the "SUBMIT A REQUEST" drop down. Please select Reddit on the next page under "where did you come from?".

Thank you,

1
stry8993•

I actually talked to Jennifer D. Apparently, despite me having Unlimited, Shaw is throttling my connection for taking advantage of that. Whenever I view youtube, I get buffering, even at 144p or 240p. But if I open a new tab and run netflix, bam, no problems, at all. Not to mention, whenever I'm in games, my connection is just absolute garbage trash poop crap.

1
nndttttt•

I'm having packet lost problems myself. Glad to hear I'm not the only one. It's annoying because I run Plex from home and can't watch anything when I'm out once packetlost causes my upload speeds to go from 10 to 1-2mbps.

1
johnefrancis•

I had packet loss problems as well, they were eventually traced to a poor quality pole-to-house line. Too many buried splices. Signal characteristics change as soil moisture changes. Lots of variable, intermittent, maddening packet loss.

At the end of the resolution process, the line was replaced by Rogers.

But, if you want to get to the end of that process, you have to open the TS ticket, collect diagnostics as requested, and keep that ticket assigned to TS and not waiting on you.

1