Severe lengthy timeouts on 500 Cable

[zieppa]

Hi there, 

This is a follow-up to my previous thread which was unresolved until I canceled the contract but realized it will be canceled in one year!!

https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Severe-lengthy-timeouts-on-400-Cable

Again, my ethernet connection is extremely unstable since a few days ago. Would appreciate your help. 

https://share.pingplotter.com/DEXXf7QtBNS (2.5s)

Docsis status

Downstream Channel(s)
Channel ID  Channel Type  Frequency (MHz) Modulation  Rx. Power (dBmV/dBµV) SNR/MER (dB)  Lock Status
33  OFDM  151~324 1024QAM 4.2/64.2  43  YES
1 SC-QAM  114 256QAM  1.9/61.9  39  YES
2 SC-QAM  130 256QAM  3.2/63.2  39  YES
3 SC-QAM  138 256QAM  3.2/63.2  40.4  YES
30  SC-QAM  818 64QAM -0.1/59.9 37.3  YES
32  SC-QAM  834 64QAM -0.2/59.8 37.6  YES
4 SC-QAM  146 256QAM  4.4/64.4  40.4  YES
26  SC-QAM  786 64QAM -0.7/59.3 36.6  YES
27  SC-QAM  794 64QAM 0/60  37.3  YES
28  SC-QAM  802 64QAM 0.6/60.6  35.9  YES
29  SC-QAM  810 64QAM 0.3/60.3  36.3  YES
31  SC-QAM  826 64QAM -0.3/59.7 37.6  YES
5 SC-QAM  602 256QAM  4/64  40.9  YES
6 SC-QAM  618 256QAM  4.5/64.5  40.4  YES
7 SC-QAM  626 256QAM  4.2/64.2  40.4  YES
9 SC-QAM  650 256QAM  4/64  40.4  YES
10  SC-QAM  658 256QAM  4/64  40.4  YES
11  SC-QAM  666 256QAM  3.9/63.9  40.4  YES
22  SC-QAM  754 64QAM -0.5/59.5 37.3  YES
23  SC-QAM  762 64QAM 0.1/60.1  37.6  YES
24  SC-QAM  770 64QAM -1/59 37.3  YES
25  SC-QAM  778 64QAM -1.2/58.8 36.6  YES
12  SC-QAM  674 256QAM  3.2/63.2  40.4  YES
13  SC-QAM  682 256QAM  3.5/63.5  40.4  YES
14  SC-QAM  690 256QAM  4/64  40.9  YES
15  SC-QAM  698 64QAM -2.5/57.5 35.7  YES
16  SC-QAM  706 64QAM -1.6/58.4 36.6  YES
8 SC-QAM  642 256QAM  3.8/63.8  40.4  YES
17  SC-QAM  714 64QAM -0.9/59.1 37.3  YES
18  SC-QAM  722 64QAM -1.2/58.8 36.6  YES
19  SC-QAM  730 64QAM -1/59 37.6  YES
20  SC-QAM  738 64QAM -1.6/58.4 36.6  YES
21  SC-QAM  746 64QAM -0.9/59.1 37.3  YES
Upstream Channel(s)
Channel ID  Channel Type  Frequency (MHz) Modulation  Tx. Power (dBmV/dBµV) Ranging Status
9 OFDMA 29.8~64.8 16_QAM  49.5/109.5  SUCCESS
2 SC-QAM  45  64QAM 51.5/111.5  SUCCESS
4 SC-QAM  31  64QAM 51.5/111.5  SUCCESS
3 SC-QAM  37  64QAM 51.5/111.5  SUCCESS
1 SC-QAM  51  64QAM 51.5/111.5  SUCCESS

Traceroute

traceroute to 145.254.3.102 (145.254.3.102), 64 hops max, 52 byte packets
 1  kabelbox.local (192.168.0.1)  1707.100 ms  3.081 ms  2.647 ms
 2  83-169-183-71-isp.superkabel.de (83.169.183.71)  16.761 ms  15.780 ms  16.793 ms
 3  ip5886caa9.static.kabel-deutschland.de (88.134.202.169)  15.590 ms  16.244 ms
    ip5886cadd.static.kabel-deutschland.de (88.134.202.221)  14.884 ms
 4  145.254.3.100 (145.254.3.100)  21.327 ms * *
 5  * * *
 6  * * *
 7  * * 145.254.3.102 (145.254.3.102)  20.177 ms

traceroute to 145.254.3.102 (145.254.3.102), 64 hops max, 52 byte packets
 1  kabelbox.local (192.168.0.1)  4.786 ms  6.776 ms  2.891 ms
 2  83-169-183-71-isp.superkabel.de (83.169.183.71)  13.061 ms  14.160 ms  11.822 ms
 3  ip5886cadd.static.kabel-deutschland.de (88.134.202.221)  16.232 ms  18.789 ms
    ip5886caa9.static.kabel-deutschland.de (88.134.202.169)  18.862 ms
 4  * 145.254.3.100 (145.254.3.100)  17.528 ms  22.506 ms
 5  * * *
 6  * * *
 7  * * *
 8  * * *
 9  * * *
10  * * 145.254.3.102 (145.254.3.102)  15.552 ms

Störung der Kabel-Internet-Dienste

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
  • München 81925
    
• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100) 
  • Red Internet & Phone 500 Cable
• Welches Modem/ Router nutzt Du? (z.B. Hitron)
  
  • Vodafone Standard Tower
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
  • Leih-Gerät
• Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schicke dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen. Stelle beim Pingplotter 2,5 Sekunden beim Intervall ein und nutze betroffene Dienste als Ziel.
  
  • Please see attached above
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
  • LAN
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
  
  • Doesn't matter.
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
  
  • macOS
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
  • On and off all the time during the past few days
• Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.
  • See attached above please

[zieppa]

https://share.pingplotter.com/464cZKP5Fd1

[Moni_GK]

Hey zieppa,

sorry that the connection is still not running as it should. I'll be happy to look at it again.

Please send me a PN with your customer data (name, address, customer number and date of birth).

Please contact me again when you have sent me the data.

Kind regards

Moni

[zieppa]

Hi @Moni_GK , nice to meet you again! I just sent you my information. Thanks for looking into this.

It's worth a note that the connection is stable today and the timeouts are gone. This was always a sporadic issue as mentioned in the other thread. Three technicians were sent to the place, they found nothing, the last one mentioned that there's a problem with vodafone station in the area that will be fixed in a week or so. 

What can we do to avoid this sporadic timeouts in the future? While I don't care for most of the day, it's embarassing when I'm in work meetings 😞

[Moni_GK]

Hello zieppa,

do you do the tests directly on the router or is there still that behind it (Devolo or similar)?

Greetings Moni

[zieppa]

Thanks for looking into this, @Moni_GK. Of course, I make the tests when directly connected to the main router to rule out any other external conditions. 

[Moni_GK]

Hey,

which interval was set? Is the error permanent or only in the evening?

Greetings Moni

[zieppa]

Morning Moni. Interval is always set at 2.5s. Timeouts are sporadic, bad days, good days, not specific to mornings or evenings. 

P.S. The most packet lost ratio, I see is at the `83-169-183-71-isp.superkabel.de` node as far as I can see currently.

[Moni_GK]

Hello,

Please write down the exact times when the error occurs.

Greetings Moni

[zieppa]

The initial report contains exact timing. Does that help?

https://share.pingplotter.com/DEXXf7QtBNS