Severe lengthy timeouts on 400 Cable

[zieppa]

Hello there, 

Hope you don't mind me writing in English. 

I'm on a "Red Internet & Phone 400 Cable" subscription and I'm experiencing frequent and heavy timeouts during the day and even at late hours that is interrupting my work from home as well as my gaming experience. Voice/Video calls drop, games freeze, webpages don't load. 

This is not a wlan issue, I even tested this using an ethernet cable and still, the timeouts happen. Resetting the cable modem helps sometimes, but sometimes it doesn't. Not sure if it's related.

Can any of the mods please kindly look into this for me? Hope the disconnection logs are there in my profile.

Viele Grüße.

[zieppa]

Thank you for checking @Claudia,

The pingplotter report was recorded while connected via ethernet but on a 1s interval. And the video meeting I was in, was also interrupted as the side effect of the timeouts.

Viele Grüße,
Zieppa

[Jana478]

Hello zieppa,

the line looks good at the moment. The signal levels are all very good. It is also not due to the load. Can you please still do the ping plotter measurement at 2.5 second intervals via LAN? Download and upload are ok?

Many greetings

Jana

[zieppa]

Dear @Jana478,

Thanks for looking into this. 

True, everything is absolutely fine right now & since the morning. This timeout problem has a transient nature as I have mentioned earlier but failed to include it in the thread title. 

Setting the plotter to 2.5 seconds interval would just make the reports prettier. I had my video calls disrupted anyway due to the timeouts anyway.

Beste Grüße & nice week ahead.

Zieppa

[zieppa]

These pingplotter reports are made on a 2.5s interval and like always from an ethernet connection. 

https://share.pingplotter.com/SVDKJccDExk
https://share.pingplotter.com/ewWdnEwTUiL
https://share.pingplotter.com/exNjAz8LRs6

While they are visually nicer than 1s timeout reports, they still easily disrupt video meetings. All 4 upstream channels are there btw.

[ERFD]

Hello zieppa,

no, the 2.5 seconds are provided because at 1 second too much is dropped by the devices. In the last days an interferer was active in the return channel. Are the measurements better now? Please do a test on an affected service. Probably you are not communicating with our website.

Best regards Fred

[zieppa]

Hi @ERFD, 

Thanks for your reply. 

I didn't know about recent interferences of the upstream channels. Is there any specific forum, thread or another place I should subscribe to get such notifications? 

These are ethernet pingplotter reports I made on 2.5s this morning. If you wonder, I confirm that I still see that the sporadic timeouts, but according to my past experience, it's a good day.

I wish you a very nice day ahead.

Viele Grüße,
Zieppa

https://share.pingplotter.com/j6ujAxbFryf
https://share.pingplotter.com/Fqv51TvDW2x

[ERFD]

Hello zieppa,

have there been any interruptions or lags in the transmission since yesterday morning? The test on our website basically says nothing. If it should be massive again, please make a test to an affected service.

Best regards Fred

[zieppa]

Hi @ERFD,

Hope you enjoyed the weekend and had a good start into the week.

My ideal bar for internet quality is that my work video calls don't get interrupted no matter the subjective definition of "massive" or occasional service incidents. My concern here is the chronic sporadic instability of the service. Here's now on 2,5s interval: 

https://share.pingplotter.com/H7vw3FibDbQ


All my video calls were sporadically interrupted or pixelated this morning. This is a chronic and sporadic issue since May 2020, two technicians had visited, cable modem exchanged, nothing has changed though. 

Here's now again (through ethernet), no problem, hence the sporadic nature I tried to communicate to the visiting technicians: 
https://share.pingplotter.com/SkahT7K6fac

Viele Grüße,
Zieppa

[Wallace]

Hi,

On your connection, the upstream levels fluctuate by 10 dB and this must be looked at by a technician on site. The cause seems to lie in our area of responsibility. In this case, the service is free of charge for you. Only if the technician does not meet anyone at the agreed time and cannot gain access, we will charge 99.50 €.

Do you agree to a technician call-out and can you provide access to the house system? What is the best number to call to make an appointment?

Regarding COVID-19: Are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Wallace

[zieppa]

Hi again @Wallace,

Thanks for looking into this. 

My building's hausmeister is being replaced on 13.06, so he is only available until Friday. If the technician could come by Friday, it would work. Otherwise, I need to take some time and arrange it with the new Hausmeister.

I will send over the phone number in DM to you. And no, we're neither in quarantine nor have any symptoms.

Viele Grüße