Latency Issues in Warner Robins, GA During Peak Hours

Hi domiguy85,

I was able to read through the ticket information and it was determined it is best to have a tech come out to troubleshoot the issues with the latency you are having.  The trace route results you provided were very helpful in determining there is something else we would need to look into.  To keep the ball rolling on the process a service call would be the first step to trying to narrow down the cause.  If you would like to follow up with us you can always reference that ticket number.

Well, that's a bit unusual.  The Tier 2 support guy (Bill) said bringing a tech out to troubleshoot would more than likely not find any issues since it was a problem on the 'general internet backbone' (aka not Cox's network).  That or he acted like it was something that would go away with time (I really doubt it).  Are you suggesting a service call for thoroughness sake or can there really be a problem on my end given the details I've provided?

If you guys really want to have at it, be my guest, but note that the issues in question only appear during congested hours (usually 6 to 11:30 p.m).  The tech would likely not be able to do any proper testing afterwards if he arrived earlier in the day.  I can give it a shot though since I'm assuming I won't be charged for it and it's better to have it on file than not.  It's also much better than twiddling my thumbs and waiting the two weeks the Tier 2 guy suggested (which I'm no longer satisfied with doing).  Doing this ASAP within the evening would be preferred.

Do you guys have Tier 3 Support?  If this fails, I may end up contacting the NOC guys directly if I have to, just to get a decent explanation of the issue.

The trace route results you provided did suggest there is a problem but what would need to happen a field tech would need to create an escalation for a maintenance tech to come out based on his/her findings.  Once we have that process in place it will allow us further escalation.  We have a 5pm-7pm slot availble in almost all of our markets that would at least be around the time that you typically see issues.

Derrick,

Thanks, I ended up doing as you suggested and called to setup an appointment.  I did not know that a service call was needed to escalate the issue from the technician team to the maintenance team (as also told by the scheduler on the phone).  If I had known about that, I would've done it earlier, but two out of three Level 2 guys seemed adamant about it not solving anything.

I'll update after he comes on Wednesday evening.  I personally don't think he'll find anything, but you never know.  Also, as you said, it's important to keep the ball rolling on this issue for the next troubleshooter.

Derrick,

The tech came by around 5:20 p.m or so today, and as we expected, could not find any issues on my end that is causing the latency problems.  I've updated the long thread below.  Would a maintenance tech come out on your guys' own accord or would I need to do anything further, appointment wise?  I will likely be calling for updates on this quite a bit if it takes longer than I would like (or for billing/credit related issues).

Thanks.

http://www.dslreports.com/forum/r28191667-GA-WarnerRobins-High-latency-bad-tracerouting-to-many-areas

See my link below for the latest updates:

I am quite perturbed at the poor level of service, not only with my connection, but with technical support themselves.  Thinking of filing a FCC complaint after the latest debacle.  I'm certainly getting quite a bit of documentation to support it.

http://www.dslreports.com/forum/r28191667-GA-WarnerRobins-High-latency-bad-tracerouting-to-many-areas

Thanks,

The technician told me my node was congested/saturated.  I will appreciate any updates on the matter, however, since it's an ongoing issue.  If nothing can be done, I'll likely request credits to my account until it is resolved.

On another note, my service started this month on April 10th. Is there a reason why my bill is due on April 30th, rather than May 10th?

Edit: Nevermind, I was told by billing this was standard.

domiguy,

I'm glad I found this thread instead of starting my own. I too am in the Warner Robins area and during the same peak hours you mention my pings are often very high (150+ms just to google.com). Also, my tracert to google shows 2 possibly 3 bad hops that are giving me the most latency. I was wondering if you heard anything else on the matter?Here is my tracert. Are those IPs the same ones you show as "bad?" This is just before peak hours...I'll do another around 7 or 8 tonight.

 1     1 ms    <1 ms    <1 ms  WDE [192.168.1.1]
 2    10 ms     9 ms    13 ms  10.0.128.1
 3    12 ms    10 ms    15 ms  68.1.8.49
 4    14 ms    14 ms    16 ms  68.1.8.143
 5    10 ms    10 ms     9 ms  68.1.8.150
 6    89 ms   109 ms    96 ms  68.1.4.133
 7   108 ms    83 ms    81 ms  68.105.30.118
 8    29 ms    31 ms    27 ms  209.85.252.80
 9    87 ms    86 ms   106 ms  72.14.238.253
10    39 ms    28 ms    29 ms  iad23s08-in-f17.1e100.net [74.125.228.113]

Also to the techs (or support) personnel on here? Should I start some sort of ticket as well if these IPs are the same as his? Seems somewhat redundant and the manhours could be spent better somewhere else. Thanks in advance.

Hey Bradley,

Yes, I get the same latency jumps at 68.1.4.133.  The other one I sometimes see (depending on the server) is 68.1.8.1.  It led me to believe there was an overloaded router or something in Atlanta (you can look up the ip locations to doublecheck).  You can check my thread here for all the details and examples:

http://www.broadbandreports.com/forum/r28191667-GA-WarnerRobins-High-latency-bad-tracerouting-to-many-areas

I was told that maintenance would check on the issue, but a technician did tell me that nodes were congested in Warner Robins.  Apparently they may be working on possible upgrades, and it could take up to two months before we see any improvements.  I don't know if this is the only solution though, so I'm awaiting word.  There's no way I'm waiting two months for a fix.

It looks like we're in the same boat though.  I'm hoping more complain about it so we can raise awareness on the issue.

Here's an example tracert done today at 6:43 p.m 4/23:

Tracing route to google.com [74.125.227.105]
over a maximum of 30 hops:

  1     6 ms     7 ms     7 ms  10.0.128.1
  2    75 ms    71 ms    70 ms  68.1.8.1
  3    75 ms    75 ms    78 ms  68.1.8.141
  4    82 ms    97 ms    84 ms  68.1.8.86
  5     *       27 ms    28 ms  68.1.4.133
  6   116 ms   110 ms   113 ms  68.105.30.118
  7   109 ms   104 ms   104 ms  209.85.252.80
  8    29 ms    28 ms    27 ms  72.14.236.152
  9    35 ms    43 ms    35 ms  72.14.235.10
 10   130 ms   126 ms   120 ms  72.14.239.64
 11   109 ms   111 ms   122 ms  72.14.237.223
 12    68 ms    69 ms    69 ms  72.14.237.218
 13    67 ms    67 ms    67 ms  209.85.240.91
 14   140 ms   137 ms   137 ms  dfw06s16-in-f9.1e100.net [74.125.227.105]

Thx for your response. Now that it's starting to get in that prime time, my traces are taking longer and becoming more erratic. I went through this with Charter communications while I was living in Illinois. One weekend it just stopped, but I had 3 different techies out on 3 different occasions. They said everything looked fine, when it obviously wasn't. About a month later I got an email stating they were upgrading the area with new lines, hardware etc. Shortly after, everything was good.

At this point the only reason I think I should call and complain is so they have a record of my complaints. After so long of receiving half **** service, I'll be paying half **** money. Very upsetting.

Thanks again!

Are there any updates to this or do I need to contact the technicians that called me?  I am still getting the same issues.

domiguy85 said:
Are there any updates to this or do I need to contact the technicians that called me?  I am still getting the same issues.

The ticket went up a level from where it was initially filed to the MTC (Master Telecommunications Center) for your area, but I don't see any updates on it after it went there. We'll have to see if we can get more details.

Hey Domi,

Here is my latest ping:

Pinging google.com [74.125.227.136] with 32 bytes of data:
Reply from 74.125.227.136: bytes=32 time=98ms TTL=50
Reply from 74.125.227.136: bytes=32 time=109ms TTL=50
Reply from 74.125.227.136: bytes=32 time=67ms TTL=50
Reply from 74.125.227.136: bytes=32 time=66ms TTL=50
Reply from 74.125.227.136: bytes=32 time=66ms TTL=50
Reply from 74.125.227.136: bytes=32 time=123ms TTL=50
Reply from 74.125.227.136: bytes=32 time=82ms TTL=50
Reply from 74.125.227.136: bytes=32 time=65ms TTL=50
Reply from 74.125.227.136: bytes=32 time=112ms TTL=50
Reply from 74.125.227.136: bytes=32 time=64ms TTL=50
Reply from 74.125.227.136: bytes=32 time=67ms TTL=50
Reply from 74.125.227.136: bytes=32 time=104ms TTL=50
Reply from 74.125.227.136: bytes=32 time=67ms TTL=50
Reply from 74.125.227.136: bytes=32 time=73ms TTL=50
Reply from 74.125.227.136: bytes=32 time=64ms TTL=50
Reply from 74.125.227.136: bytes=32 time=68ms TTL=50
Reply from 74.125.227.136: bytes=32 time=65ms TTL=50
Reply from 74.125.227.136: bytes=32 time=64ms TTL=50
Reply from 74.125.227.136: bytes=32 time=140ms TTL=50
Reply from 74.125.227.136: bytes=32 time=71ms TTL=50
Reply from 74.125.227.136: bytes=32 time=139ms TTL=50
Reply from 74.125.227.136: bytes=32 time=129ms TTL=50
Reply from 74.125.227.136: bytes=32 time=144ms TTL=50
Reply from 74.125.227.136: bytes=32 time=117ms TTL=50
Reply from 74.125.227.136: bytes=32 time=137ms TTL=50
Reply from 74.125.227.136: bytes=32 time=65ms TTL=50
Reply from 74.125.227.136: bytes=32 time=65ms TTL=50
Reply from 74.125.227.136: bytes=32 time=68ms TTL=50
Reply from 74.125.227.136: bytes=32 time=131ms TTL=50
Reply from 74.125.227.136: bytes=32 time=131ms TTL=50
Reply from 74.125.227.136: bytes=32 time=103ms TTL=50
Reply from 74.125.227.136: bytes=32 time=63ms TTL=50
Reply from 74.125.227.136: bytes=32 time=98ms TTL=50
Reply from 74.125.227.136: bytes=32 time=64ms TTL=50
Reply from 74.125.227.136: bytes=32 time=65ms TTL=50
Reply from 74.125.227.136: bytes=32 time=63ms TTL=50
Reply from 74.125.227.136: bytes=32 time=105ms TTL=50
Reply from 74.125.227.136: bytes=32 time=64ms TTL=50
Reply from 74.125.227.136: bytes=32 time=113ms TTL=50

Ping statistics for 74.125.227.136:
    Packets: Sent = 39, Received = 39, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 63ms, Maximum = 144ms, Average = 89ms

Here is my latest tracert (although better than what it has been it still isn't good)

Tracing route to google.com [74.125.227.98]
over a maximum of 30 hops:

  1    12 ms    <1 ms     6 ms  CISCO74284 [192.168.1.1]
  2     8 ms    15 ms     9 ms  10.0.128.1
  3    10 ms     8 ms    25 ms  68.1.8.37
  4    10 ms    21 ms    15 ms  68.1.8.143
  5    10 ms    11 ms    18 ms  68.1.8.150
  6    60 ms    68 ms    75 ms  68.1.4.133
  7    79 ms    81 ms    80 ms  68.105.30.118
  8    27 ms    33 ms    40 ms  209.85.252.46
  9    90 ms    89 ms    86 ms  72.14.236.98
 10    94 ms   104 ms   100 ms  66.249.95.231
 11    96 ms    94 ms   105 ms  216.239.48.4
 12    69 ms    69 ms    69 ms  72.14.237.213
 13    68 ms   128 ms    82 ms  72.14.237.214
 14    69 ms    77 ms    69 ms  209.85.240.91
 15   116 ms   119 ms   117 ms  dfw06s16-in-f2.1e100.net [74.125.227.98]

Trace complete.

Here's mine as of 10:49 p.m on 5/8/13:

Pinging google.com [74.125.227.38] with 32 bytes of data:
Reply from 74.125.227.38: bytes=32 time=61ms TTL=51
Reply from 74.125.227.38: bytes=32 time=185ms TTL=51
Reply from 74.125.227.38: bytes=32 time=180ms TTL=51
Reply from 74.125.227.38: bytes=32 time=192ms TTL=51
Reply from 74.125.227.38: bytes=32 time=188ms TTL=51
Reply from 74.125.227.38: bytes=32 time=161ms TTL=51
Reply from 74.125.227.38: bytes=32 time=63ms TTL=51
Reply from 74.125.227.38: bytes=32 time=185ms TTL=51
Reply from 74.125.227.38: bytes=32 time=173ms TTL=51
Reply from 74.125.227.38: bytes=32 time=65ms TTL=51

Ping statistics for 74.125.227.38:
    Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 61ms, Maximum = 192ms, Average = 145ms

Tracing route to google.com [74.125.227.194]
over a maximum of 30 hops:

  1     8 ms    10 ms    12 ms  10.0.128.1
  2    21 ms     8 ms     9 ms  68.1.8.49
  3    12 ms     8 ms     8 ms  68.1.8.143
  4     9 ms     8 ms     7 ms  68.1.8.150
  5    26 ms    27 ms     *     68.1.4.133
  6    97 ms    98 ms   104 ms  68.105.30.118
  7   114 ms   110 ms   109 ms  209.85.252.46
  8   124 ms   119 ms   120 ms  72.14.236.148
  9    36 ms    35 ms    36 ms  72.14.235.10
 10   129 ms   132 ms   174 ms  216.239.48.40
 11    70 ms    65 ms    63 ms  209.85.240.80
 12    64 ms   109 ms   104 ms  72.14.237.216
 13    63 ms    63 ms    67 ms  64.233.174.139
 14    60 ms    61 ms   122 ms  dfw06s33-in-f2.1e100.net [74.125.227.194]

Quite bad.

Surprisingly, last Friday night I didn't have any real severe issues. It's 630pm on Sunday and everything here is ok. Has anything gotten better for you domiguy?