Internet Speed Issues....New House

[yellowsulphur]

I have the same service as you and I run 7 ms, 50 ms is too high. Have you gone into your modem and checked downstream/upstream power level, and SNR level. I had a problem when I first upgraded and used this as a guide to what the levels should be http://www.dslreports.com/faq/3692.

[Victor Cachat]

I have Wave and some days it is on and off.
It is rare, but frustrating because I use Vonage for phone service.

(Maybe i should tell them my tree is pushing against their line.)

[Darryl Licht]

What are your results when using www.speedtest.net? Note that you can save your results from this well known and trusted speed test and use them to convince your ISP to come out.

Have they (Wave) performed a line test from their offices? If so, with what results?

Your ping time is terrible @ 40-50ms! What modem make and model did they issue you? Easiest possible fix might be to ask for them to swap you another modem to eliminate that from the list of possible issues. I personally purchase my own modem and the savings on the monthly lease fee usually means it pays for itself in 10-12 months!

[goodlookin1]

Thanks again guys.

Here's a pic of the detailed connection status. I have no idea what that stuff means because I've never had to know how cable systems work. I didn't see any settings for gain or anything "editable" on the connection status pages.



There are quite a few splitters in the GreyFox home network panel in the master closet. However, the cable service line is not coming from one of the coaxials that are split. I can't tell what's happening behind the walls, so I suppose there's a chance it's getting split somewhere above the ceiling. But I just don't know.

It could also be a connection at the cable box outside the house, so I'll have to look at that. Maybe that's been split multiple times....

A Tracert in the command prompt shows 11 different hops to get to the San Jose "google.com" domain, which way too high of a ping to get there:



Here's an image to a server in Grass Valley (I'm in Lincoln CA....A hop, skip and a jump away):



That's the best result I could get. Check out this San Francisco Comcast server test!



Abysmal.....


EDIT: Just checked outside and found an outside "Broadband" utility box past the next house over to me. I'm guessing this box feeds into a few different houses because my property does not have one of these taller boxes that sticks up out of the ground. I tried pulling the lid off but it didn't want to budge. Whatever is going on under there isn't my responsibility to mess with anyway :-/

I'm thinking I'll have the Wave guy try out a new modem and see what kind of speeds we get. Currently, I am using a Netgear based Modem/Router combo that I bought. The web interface looks like something from the early 1990's Internet 1.0 coded in COBAL or FORTAN or something ridiculous. Couldn't hurt to try something new....I opted to purchase one instead of pay the $8/mo more.

[NoNOS67]

Your signal looks great. The upstream power levels have me a little curious, but without knowing how the node that serves your neighborhood is configured, it is impossible to tell if they're normal.

As another poster pointed out, I suspect the bottleneck is after your data reaches your ISP.

ETA: The round pedestals typically contain taps (where the drop from your house connects) and possibly a splitter. The rectangular ones usually have an amplifier, and likely taps and/or splitters as well.

[Darryl Licht]

Thanks again guys.

Here's a pic of the detailed connection status. I have no idea what that stuff means because I've never had to know how cable systems work. I didn't see any settings for gain or anything "editable" on the connection status pages.



There are quite a few splitters in the GreyFox home network panel in the master closet. However, the cable service line is not coming from one of the coaxials that are split. I can't tell what's happening behind the walls, so I suppose there's a chance it's getting split somewhere above the ceiling. But I just don't know.

It could also be a connection at the cable box outside the house, so I'll have to look at that. Maybe that's been split multiple times....

A Tracert in the command prompt shows 11 different hops to get to the San Jose "google.com" domain, which way too high of a ping to get there:



Here's an image to a server in Grass Valley (I'm in Lincoln CA....A hop, skip and a jump away):



That's the best result I could get. Check out this San Francisco Comcast server test!



Abysmal.....


EDIT: Just checked outside and found an outside "Broadband" utility box past the next house over to me. I'm guessing this box feeds into a few different houses because my property does not have one of these taller boxes that sticks up out of the ground. I tried pulling the lid off but it didn't want to budge. Whatever is going on under there isn't my responsibility to mess with anyway :-/

I'm thinking I'll have the Wave guy try out a new modem and see what kind of speeds we get. Currently, I am using a Netgear based Modem/Router combo that I bought. The web interface looks like something from the early 1990's Internet 1.0 coded in COBAL or FORTAN or something ridiculous. Couldn't hurt to try something new....I opted to purchase one instead of pay the $8/mo more.

Is that Netgear unit a DOCSIS 2.0 or 3.0 unit? You should be running a DOCSIS 3.0 unit these days!

[NoNOS67]

Is that Netgear unit a DOCSIS 2.0 or 3.0 unit? You should be running a DOCSIS 3.0 unit these days!

Channel bonding was introduced in 3.0, which is what you see on the status page.

[Ninety]

If it's fast to wave and slow to the outside world it's likely a function of waves network. They are probably oversubscribed and the ports to which they see the outside world are Congested.

Run a trace route

Kind of what I was thinking

I have the same service as you and I run 7 ms, 50 ms is too high. Have you gone into your modem and checked downstream/upstream power level, and SNR level. I had a problem when I first upgraded and used this as a guide to what the levels should be http://www.dslreports.com/faq/3692.

Your signal looks great. The upstream power levels have me a little curious, but without knowing how the node that serves your neighborhood is configured, it is impossible to tell if they're normal.

As another poster pointed out, I suspect the bottleneck is after your data reaches your ISP.

ETA: The round pedestals typically contain taps (where the drop from your house connects) and possibly a splitter. The rectangular ones usually have an amplifier, and likely taps and/or splitters as well.

I'd say they are a bit on the low side..

His downstream is ~+2.6 and return is ~36-38 .. I think 36 is on the very edge of being too low.. I have ran them there and I don't think it's really the cause of the problem.. but I'd place a splitter or a 6db attenuator in there..

Downstream specs acceptable levels are -9 - +9
Upstream specs acceptable levels are 36 - 52

OP

There should be another tab I think that shows packet loss if any.. maybe another tab inside your modem? or a Diag link?

Check connectors for suck out.. ie the center conductor is not even or just above the face of the fitting.. check to make sure they are all tight. Make sure there are no crimp on connectors, make sure all splitters are proper cable splitters and not radio shack.

Is that Netgear unit a DOCSIS 2.0 or 3.0 unit? You should be running a DOCSIS 3.0 unit these days!

[NoNOS67]

I'd say they are a bit on the low side..

His downstream is ~+2.6 and return is ~36-38 .. I think 36 is on the very edge of being too low.. I have ran them there and I don't think it's really the cause of the problem.. but I'd place a splitter or a 6db attenuator in there..

Downstream specs acceptable levels are -9 - +9
Upstream specs acceptable levels are 36 - 52

Padding the return will help if it's an upstream SNR issue. I suspect that OP is within a tap or two of a line amp, or the node itself, and likely on a low value tap. Impossible to say without seeing prints and knowing how they balance their system. Since he said that speed tests hosted by his ISP come back good, I don't think the HFC network is the issue anyway.

[bohoki]

use testmy.net and look at the graph for shenanigans

[Ninety]

Padding the return will help if it's an upstream SNR issue. I suspect that OP is within a tap or two of a line amp, or the node itself, and likely on a low value tap. Impossible to say without seeing prints and knowing how they balance their system. Since he said that speed tests hosted by his ISP come back good, I don't think the HFC network is the issue anyway.

Agreed..

Switch or routing issue then correct?Bad Blade? I can't imagine that those numbers are acceptable to anyone.. I understand that one cant be liable for what happens once it jumps off its back bone.. but there seems to be an issue.

You a Main tech?

[mavericksun]

Thanks for the responses. Couple things:
3) Correct me if I am wrong, but the DNS shouldn't have anything to do with the speed of my connection, right? DNS is simply resolving the domain name (website name) to the webserver's IP address so you can begin downloading the website's content (HTML, pictures, Javascript, etc). I would think that if this process took a long time, then the ping may go up, but once your DNS has resolved the IP of the domain, then it would seem that the download speed would simply be a matter of A) The backbone connection of the server, and B) The server's load, C) Your connection speed.

Still at a loss......I'll give the DNS servers a try later today, but I'm not optimistic

DNS server can be a major problem. Your ISP's DNS server might be overloaded and takes a while to return a response. I have Comcast and get 120/11 on speed tests but still have slow loading web pages. I ran my own DNS server with OpenDNS servers as my DNS server's lookup servers, my page loads improved dramatically. I run the DNS server with caching turned on. Your ISP may have overloaded DNS servers. That may not show up on a speed test result.

[goodlookin1]

DNS server can be a major problem. Your ISP's DNS server might be overloaded and takes a while to return a response. I have Comcast and get 120/11 on speed tests but still have slow loading web pages. I ran my own DNS server with OpenDNS servers as my DNS server's lookup servers, my page loads improved dramatically. I run the DNS server with caching turned on. Your ISP may have overloaded DNS servers. That may not show up on a speed test result.

While that may be true for web surfing, it would not be true of downloading a file. You are talking about the time it would take between clicking a link, and having the DNS server process the request and resolve the IP. I haven't noticed any issues with this portion, but the overall slowness at everything, including the actual MB/s download speed (or KB/s in my case ).

[goodlookin1]

So the plot thickens.

I woke up this morning at 5:00am just before I left for work and tried the speed tests again. I used the EXACT same servers on www.SpeedTest.net as I listed in the pictures last night and whuddyaknow....107/10 for the local Grass Valley server and 109/10 for the San Jose Comcast server. Both pings were 12ms and 15ms, respectively.

Does this mean there's truly no issue on my end and it's just a symptom of over-congested traffic on Wave's network when exiting from their servers to the outside world?

I live in 12 Bridges in Lincoln, which is a development with probably 300-500 houses, and right across 12 Bridges Rd is the Lincoln Hills Del Web retirement community which probably has 3000 houses. Could Wave simply not have enough headroom for the demand in my area?

[NoNOS67]

You a Main tech?

Not currently, but I was at one time.

Does this mean there's truly no issue on my end and it's just a symptom of over-congested traffic on Wave's network when exiting from their servers to the outside world?

That is my opinion. To get it fixed, you will need to be a squeaky wheel. Call them regularly. It is unlikely that the tech support agent that first answers your call will be equipped to resolve your issue. Your case will likely needed to be escalated to a Tier 2 or Tier 3 agent, provided that their support team is structured that way. If you don't get satisfaction from the person you speak to, ask for another rep, or a supervisor. Good luck!