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MTCoxCust's avatar
MTCoxCust
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Latency and ping drops causing issues

I recently moved from Ahwatukee (Gigablast) to Laveen (300mbps Ultimate) since moving my new house has constant ping drops and latency which impacts me as I do conference calls during the day. I called in a ticket and had a tech come out and they indicated it was an outside wiring issue however I'm still having non-stop issues on my connectivity. This is via wired connection, not wireless and directly plugged into the modem. My day job is network architect for a top 10 company in the US so not an average user.

It's all new cat5e cabling through the house but when I do troubleshooting I'm connecting directly to the modem. I also have a phone line through the Arris modem. BTW, this thing is SLOOOOOWWWW to respond to screen changes. All wireless is turned off on the modem, its handled by another set of devices.

How do I get to a 3rd level tech to do some real troubleshooting? When I showed the tech ping plotter and other tools to show the latency and drops it was like I blew his mind.

I'm seeing this on the status screen:

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 126 975.00 MHz -3.80 dBmV 36.39 dB 256QAM 8990264139 939 15797
Downstream 2 73 801.00 MHz -1.50 dBmV 37.64 dB 256QAM 6332742513 730 10200
Downstream 3 74 807.00 MHz -1.60 dBmV 37.64 dB 256QAM 6351759236 894 10048
Downstream 4 75 813.00 MHz -1.40 dBmV 37.64 dB 256QAM 6042025208 792 10422
Downstream 5 76 819.00 MHz -1.20 dBmV 37.64 dB 256QAM 6202187684 1116 10724
Downstream 6 77 825.00 MHz -1.00 dBmV 38.98 dB 256QAM 8413905547 868 12202
Downstream 7 78 831.00 MHz -0.90 dBmV 37.64 dB 256QAM 8371889333 836 11209
Downstream 8 79 837.00 MHz -0.80 dBmV 37.64 dB 256QAM 8330299441 1037 13122
Downstream 9 80 843.00 MHz -1.00 dBmV 37.36 dB 256QAM 8253026370 3265 18550
Downstream 10 81 849.00 MHz -0.90 dBmV 37.64 dB 256QAM 6313292550 992 11415
Downstream 11 82 855.00 MHz -0.90 dBmV 37.36 dB 256QAM 6440846020 1202 14355
Downstream 12 83 861.00 MHz -1.00 dBmV 37.36 dB 256QAM 7807451763 1691 16154
Downstream 13 84 867.00 MHz -0.80 dBmV 37.64 dB 256QAM 7773713817 1493 17772
Downstream 14 91 909.00 MHz -1.40 dBmV 37.36 dB 256QAM 8978024206 1254 14951
Downstream 15 92 915.00 MHz -1.50 dBmV 37.36 dB 256QAM 8929823197 1119 14341
Downstream 16 93 921.00 MHz -1.60 dBmV 37.36 dB 256QAM 8931257642 1379 12864
Downstream 17 94 927.00 MHz -1.50 dBmV 37.64 dB 256QAM 8428698782 1102 13151
Downstream 18 95 933.00 MHz -1.50 dBmV 37.36 dB 256QAM 9224868647 1320 13005
Downstream 19 96 939.00 MHz -1.70 dBmV 37.36 dB 256QAM 9157978457 1331 12849
Downstream 20 121 945.00 MHz -2.30 dBmV 36.39 dB 256QAM 8408542605 1458 12285
Downstream 21 122 951.00 MHz -2.50 dBmV 37.36 dB 256QAM 8350573679 1193 12845
Downstream 22 123 957.00 MHz -2.60 dBmV 36.61 dB 256QAM 8046950012 1802 23242
Downstream 23 124 963.00 MHz -3.00 dBmV 36.39 dB 256QAM 8012672891 4119 25390
Downstream 24 125 969.00 MHz -3.40 dBmV 36.39 dB 256QAM 7980260843 4208 30898
Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 3 29.80 MHz 46.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 36.30 MHz 46.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 2 23.30 MHz 45.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 1 18.40 MHz 44.50 dBmV Mixed (TDMA and ATDMA) 2560 kSym/s 64QAM

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @mtxpert

    If latency is a specific concern Intel is investigating latency related problems with the Puma 6 chipset that the modem uses. You may have better luck switching to a different modem such as the SB6183, CM600, or CM1000.