Unusual Fluctuating Latency

Support Technical Support
1

Hello. I just moved to a new house and been experiencing unusual latency. My service is with the same ISP, and using the same equipment, but my latency has been noticeably higher than at my old house. I’m connected through ethernet as well. I’m just wondering if someone can take a look at these tests I ran and let me know if there’s anything unusual going on with my connection because I’ve been seeing my latency (especially home latency) fluctuate quite a bit compared to what it used to be. I would usually always sit around 40 ms but now I’ve been sitting at ~60 and it sometimes spikes as high as 90.

Tracing route to 24.105.62.129 over a maximum of 30 hops

0 Barlie-PC [192.168.1.183]
1 router.asus.com [192.168.1.1]
2 142-254-211-041.inf.spectrum.com [142.254.211.41]
3 agg63.albynyyf01h.northeast.rr.com [24.58.200.129]
4 24.58.35.30
5 agg26.rcr01albynyyf.netops.charter.com [24.58.32.56]
6 bu-ether14.hstqtx0209w-bcr00.tbone.rr.com [66.109.6.10]
7 66.109.5.119
8 24.27.236.137
9 ae1-br01-eqny8.as57976.net [137.221.71.33]
10 et-0-0-2-br02-eqch2.as57976.net [137.221.65.8]
11 et-0-0-1-pe03-eqch2.as57976.net [137.221.69.57]
12 24.105.62.129

Computing statistics for 300 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Barlie-PC [192.168.1.183]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
0/ 100 = 0% |
2 26ms 0/ 100 = 0% 0/ 100 = 0% 142-254-211-041.inf.spectrum.com [142.254.211.41]
0/ 100 = 0% |
3 41ms 0/ 100 = 0% 0/ 100 = 0% agg63.albynyyf01h.northeast.rr.com [24.58.200.129]
0/ 100 = 0% |
4 26ms 0/ 100 = 0% 0/ 100 = 0% 24.58.35.30
0/ 100 = 0% |
5 38ms 0/ 100 = 0% 0/ 100 = 0% agg26.rcr01albynyyf.netops.charter.com [24.58.32.56]
0/ 100 = 0% |
6 40ms 0/ 100 = 0% 0/ 100 = 0% bu-ether14.hstqtx0209w-bcr00.tbone.rr.com [66.109.6.10]
0/ 100 = 0% |
7 46ms 1/ 100 = 1% 1/ 100 = 1% 66.109.5.119
0/ 100 = 0% |
8 — 100/ 100 =100% 100/ 100 =100% 24.27.236.137
0/ 100 = 0% |
9 59ms 0/ 100 = 0% 0/ 100 = 0% ae1-br01-eqny8.as57976.net [137.221.71.33]
0/ 100 = 0% |
10 63ms 0/ 100 = 0% 0/ 100 = 0% et-0-0-2-br02-eqch2.as57976.net [137.221.65.8]
0/ 100 = 0% |
11 48ms 0/ 100 = 0% 0/ 100 = 0% et-0-0-1-pe03-eqch2.as57976.net [137.221.69.57]
0/ 100 = 0% |
12 56ms 0/ 100 = 0% 0/ 100 = 0% 24.105.62.129

Trace complete.

Tracing route to 24.105.62.129 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms router.asus.com [192.168.1.1]
2 13 ms 11 ms 12 ms 142-254-211-041.inf.spectrum.com [142.254.211.41]
3 30 ms 32 ms 24 ms agg63.albynyyf01h.northeast.rr.com [24.58.200.129]
4 17 ms 14 ms 14 ms 24.58.35.30
5 24 ms 25 ms 24 ms agg26.rcr01albynyyf.netops.charter.com [24.58.32.56]
6 28 ms 19 ms 24 ms bu-ether14.hstqtx0209w-bcr00.tbone.rr.com [66.109.6.10]
7 242 ms 26 ms 18 ms 66.109.5.119
8 21 ms 23 ms 20 ms 24.27.236.137
9 37 ms 35 ms 37 ms ae1-br01-eqny8.as57976.net [137.221.71.33]
10 37 ms 34 ms 37 ms et-0-0-2-br02-eqch2.as57976.net [137.221.65.8]
11 39 ms 35 ms 36 ms et-0-0-1-pe03-eqch2.as57976.net [137.221.69.57]
12 227 ms 39 ms 38 ms 24.105.62.129

Trace complete.

2

Please use a WinMTR to capture the connection issue. Traceroute only uses one ping to gather data and is only useful if you can’t login.

3

|------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| router.asus.com - 0 | 652 | 652 | 0 | 1 | 30 | 0 |

| 142-254-211-041.inf.spectrum.com - 0 | 652 | 652 | 8 | 31 | 299 | 15 |

| agg63.albynyyf01h.northeast.rr.com - 0 | 652 | 652 | 10 | 124 | 958 | 18 |

| 24.58.35.30 - 0 | 652 | 652 | 8 | 31 | 300 | 16 |

| agg26.rcr01albynyyf.netops.charter.com - 0 | 652 | 652 | 9 | 34 | 305 | 10 |

|bu-ether14.hstqtx0209w-bcr00.tbone.rr.com - 0 | 652 | 652 | 17 | 39 | 268 | 25 |

| 66.109.5.119 - 0 | 652 | 652 | 17 | 41 | 323 | 36 |

| 24.27.236.137 - 0 | 652 | 652 | 16 | 44 | 293 | 20 |

| ae1-br01-eqny8.as57976.net - 0 | 652 | 652 | 33 | 68 | 541 | 42 |

| et-0-0-2-br02-eqch2.as57976.net - 2 | 605 | 596 | 34 | 104 | 4405 | 4405 |

| et-0-0-1-pe03-eqch2.as57976.net - 0 | 652 | 652 | 34 | 60 | 302 | 44 |

| 24.105.62.129 - 0 | 652 | 652 | 35 | 58 | 304 | 43 |

|____________|||||||

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

4

Look over the high pings (268ms to 299ms) in the “worst column.” That is Spectrum’s network having an issue (likely congestion), so you’ll want to reach out to them. I’m also their customer and find the best/fastest way to contact them is via Twitter DM. Forwarding these results will demonstrate the issue to their staff.

5

This was their response. I did as they suggested and it didn’t seem to fix anything. If they send a technician I’m unsure of what to tell him or what I could expect them to do. Any ideas?

Have you already tried rebooting your modem with both power and coax cable? If not, try unplugging the power, and unscrewing the coax for about 20 seconds. Then, screw the coax back in and then plug the power back in. Also, check the coax cable connections from the back of the modem through to where it screws in on the wall (including splitters if there are any on the line). Make sure the connections are finger tight and there are no kinks/pinches in the wire. And, if you have a separate WIFI router, it would be good to reboot that as well.

From what I am seeing the modem is pinging latency spikes so I would need to send a tech out if you have tried all the troubleshooting steps and it hasn’t helped. Would you like me to set that up?

6

Tell them the ping to the pole from your house is very high, in the hundreds of milliseconds, causing heavy lag in everything you do. You can show the tech the WinMTR as well.

7

Ok I’ll do that. Thanks so much for your help!

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