Ping spikes and instability

[Rafa3]

Hello all,

Around a week ago I started experiencing latency issues related to ping spikes.

I've already tried the "basic troubleshooting" steps such as resetting the modem, checking cables and outlets and moving the modem around, but none actually helped.

One thing that I noticed is that early morning the connection seems overall Ok. I still see a few spikes but in general it looks fine:

Do 9. Dez 06:27:58 CET 2021: PING 1.1.1.1 (1.1.1.1) 56(84) bytes of data.
Do 9. Dez 06:27:58 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=1 ttl=57 time=16.5 ms
Do 9. Dez 06:27:59 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=2 ttl=57 time=13.9 ms
Do 9. Dez 06:28:00 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=3 ttl=57 time=66.8 ms
Do 9. Dez 06:28:01 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=4 ttl=57 time=130 ms
Do 9. Dez 06:28:02 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=5 ttl=57 time=11.5 ms
Do 9. Dez 06:28:03 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6 ttl=57 time=11.9 ms
Do 9. Dez 06:28:04 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=7 ttl=57 time=15.1 ms
Do 9. Dez 06:28:05 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=8 ttl=57 time=16.4 ms
Do 9. Dez 06:28:06 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=9 ttl=57 time=12.2 ms
Do 9. Dez 06:28:07 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=10 ttl=57 time=13.2 ms
Do 9. Dez 06:28:08 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=11 ttl=57 time=10.5 ms
Do 9. Dez 06:28:09 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=12 ttl=57 time=11.5 ms
Do 9. Dez 06:28:10 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=13 ttl=57 time=12.8 ms
Do 9. Dez 06:28:11 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=14 ttl=57 time=17.7 ms
Do 9. Dez 06:28:12 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=15 ttl=57 time=12.2 ms
Do 9. Dez 06:28:13 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=16 ttl=57 time=20.1 ms
Do 9. Dez 06:28:14 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=17 ttl=57 time=12.1 ms
Do 9. Dez 06:28:15 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=18 ttl=57 time=77.9 ms
Do 9. Dez 06:28:16 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=19 ttl=57 time=15.1 ms
Do 9. Dez 06:28:17 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=20 ttl=57 time=15.7 ms
Do 9. Dez 06:28:18 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=21 ttl=57 time=14.0 ms
Do 9. Dez 06:28:19 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=22 ttl=57 time=14.9 ms
Do 9. Dez 06:28:20 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=23 ttl=57 time=10.6 ms
Do 9. Dez 06:28:21 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=24 ttl=57 time=23.3 ms
Do 9. Dez 06:28:22 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=25 ttl=57 time=14.7 ms
Do 9. Dez 06:28:23 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=26 ttl=57 time=23.7 ms
Do 9. Dez 06:28:24 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=27 ttl=57 time=18.5 ms
Do 9. Dez 06:28:25 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=28 ttl=57 time=18.6 ms
Do 9. Dez 06:28:26 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=29 ttl=57 time=14.5 ms
Do 9. Dez 06:28:27 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=30 ttl=57 time=14.4 ms
Do 9. Dez 06:28:28 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=31 ttl=57 time=10.7 ms
Do 9. Dez 06:28:29 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=32 ttl=57 time=13.2 ms
Do 9. Dez 06:28:30 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=33 ttl=57 time=126 ms
Do 9. Dez 06:28:31 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=34 ttl=57 time=49.5 ms
Do 9. Dez 06:28:32 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=35 ttl=57 time=15.3 ms
Do 9. Dez 06:28:33 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=36 ttl=57 time=18.1 ms

 however, after around ~8 AM it starts becoming quite unstable:

Do 9. Dez 08:19:16 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6669 ttl=57 time=14.0 ms
Do 9. Dez 08:19:17 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6670 ttl=57 time=12.0 ms
Do 9. Dez 08:19:18 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6671 ttl=57 time=13.5 ms
Do 9. Dez 08:19:19 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6672 ttl=57 time=13.9 ms
Do 9. Dez 08:19:20 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6673 ttl=57 time=14.3 ms
Do 9. Dez 08:19:21 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6674 ttl=57 time=11.2 ms
Do 9. Dez 08:19:22 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6675 ttl=57 time=11.8 ms
Do 9. Dez 08:19:23 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6676 ttl=57 time=14.0 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6677 ttl=57 time=11200 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6678 ttl=57 time=10207 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6679 ttl=57 time=9193 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6680 ttl=57 time=8217 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6681 ttl=57 time=7207 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6682 ttl=57 time=6209 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6683 ttl=57 time=5185 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6684 ttl=57 time=4199 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6685 ttl=57 time=3174 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6686 ttl=57 time=2250 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6687 ttl=57 time=1254 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6688 ttl=57 time=282 ms
Do 9. Dez 08:19:37 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6689 ttl=57 time=45.8 ms
Do 9. Dez 08:19:38 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6690 ttl=57 time=15.2 ms
Do 9. Dez 08:19:39 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6691 ttl=57 time=12.5 ms
Do 9. Dez 08:19:40 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6692 ttl=57 time=26.3 ms
Do 9. Dez 08:19:41 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6693 ttl=57 time=12.4 ms
Do 9. Dez 08:19:42 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6694 ttl=57 time=31.8 ms
Do 9. Dez 08:19:43 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6695 ttl=57 time=10.7 ms
Do 9. Dez 08:19:44 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6696 ttl=57 time=23.0 ms
Do 9. Dez 08:19:45 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6697 ttl=57 time=43.9 ms
Do 9. Dez 08:19:46 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6698 ttl=57 time=34.8 ms
Do 9. Dez 08:19:47 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6699 ttl=57 time=14.3 ms
Do 9. Dez 08:19:48 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6700 ttl=57 time=13.1 ms
Do 9. Dez 08:19:49 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6701 ttl=57 time=14.8 ms
Do 9. Dez 08:19:50 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6702 ttl=57 time=12.3 ms
Do 9. Dez 08:19:51 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6703 ttl=57 time=31.1 ms
Do 9. Dez 08:19:52 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6704 ttl=57 time=176 ms
Do 9. Dez 08:19:53 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6705 ttl=57 time=68.5 ms
Do 9. Dez 08:19:54 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6706 ttl=57 time=58.5 ms
Do 9. Dez 08:19:55 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6707 ttl=57 time=22.4 ms
Do 9. Dez 08:19:56 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6708 ttl=57 time=47.9 ms
Do 9. Dez 08:19:57 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6709 ttl=57 time=50.7 ms
Do 9. Dez 08:19:58 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6710 ttl=57 time=210 ms
Do 9. Dez 08:19:59 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6711 ttl=57 time=50.7 ms
Do 9. Dez 08:20:00 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6712 ttl=57 time=128 ms
Do 9. Dez 08:20:01 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6713 ttl=57 time=65.8 ms
Do 9. Dez 08:20:02 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6714 ttl=57 time=34.4 ms
Do 9. Dez 08:20:03 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6715 ttl=57 time=90.5 ms

* By the way, there was nobody at home today during this time and only one machine was connected to my network...

I also ran the ping test directly from the modem and it has pretty much the same pattern:

I've called the hotline yesterday and the Vodafone representative that spoke to me said that it was definitely a modem issue and that I would receive an SMS with a tracking number as they would be sending me a replacement, but so far I did not receive anything, hence I am trying to post here in the forum now.

Does anybody have anything to share that I could try in addition?

As for the contract/device info:

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
  • Berlin, 10435
• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
  • Red Internet & Phone 1000 Cable
• Welches Modem/ Router nutzt Du? (z.B. Hitron)
  • Vodafone Station (TG3342DE)
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
  • Leih-Gerät (Leased)
• 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
  • Described above
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
  • LAN/WLAN
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
  • Chrome
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
  • Multiple: Windows 10 / Ubuntu 20.4
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
  • Around a week ago.
• 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.
  • Attached as PDF (DOCSIS Status.pdf)
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt?
  • Nothing, I was told I would receive a new modem as mine was kaputt...

[Rafa3]

up

On Saturday I tried to factory reset everything again, unplug cables, move modem away from power sources and ping directly from the modem to cloudflare (1.1.1.1) and nothing really changed. I still had response times ranging from ~10 to 300+ms

Once again, today in the early morning (~6:30) I ran a ping test from my machine (wifi connected) and it was okayish and ranging from ~6 to 40ms, I say it was okayish mostly due to the jitter which could have been wifi related in this case...

In any case, if it continues like this and given the fact that the Vodafone network speed measuring tool said I am receiving sometimes 6% of my contract tariff, I guess it arguments enough for me to cancel the contract, right?

[ERFD]

Hello Rafa3,

welcome to the community 🙂

Can the problem be reproduced every day. When during the day does the latency return to normal? We would be happy to take a look at your connection and the problem. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent. Currently it takes a few days until we are back in the post 😞

Best regards Fred

[Rafa3]

Hello ERFD,

Thank you for answering!

I sent you the PN with the data.

Regarding your question, it actually happens from around morning like 8:00 AM until late night like past 12:00 PM... It really seems like network congestion.

Thanks!

Rafa

[Claudia]

Hello Rafa,

the birth date doesn't match the one in your customer account. Please check that again. If you are sure you sent the right date, you need to have it changed via customer service first. Please send proof of the contract holder's date of birth (for example a copy of the ID card) to this address:

Vodafone Deutschland GmbH

Customer Service

40874 Ratingen

Kind regards,

Claudia

[Rafa3]

Hello Claudia,

Thank you for your reply. Is there anyway for me to check myself what is the birth date that was written in the contract? I tried to figure it out from the my vodafone page but I can't seem to find anything related to my birthdate, I also couldn't find anywhere I can download the contract, can you please help me? I am actually quite confused as I had 2 calls with the Vodafone hotline where they asked me the same data (kundennr., birthdate and address) and it was never a problem? In any case, I am happy to fix this if there is actually an error.

Also, as an update, I got a new vodafone station and I installed it yesterday. The problem unfortunately persist, and in fact, it seems to have gotten a bit worse as now instead of having a "stable lag" it just spikes hard and now is also losing packets. See attached image.

Kind Regards,

Rafa

[Rafa3]

Update. Apparently I have some sort of "bufferbloat" going on with my connection. I figured it out because when I test upload speeds on the network speed tests the ping spikes hard while the upload is running, this is always reproducible. Right now I managed to work around it by limiting the upload speed in my router to 2mbps, which is way below my contracted Tariff.

Also, one thing that I noticed is that my modem shows a Upstream Channel down, with a FAILURE status. See attached image.

[Jana478]

Hello Rafa3,

If you send the router a few days later, it doesn't matter, the important thing is not to forget.

Please send a copy of your ID card by post, you can't send it by e-mail.

I see you got a technical appointment from our colleagues on the hotline for today. Please give us feedback if it works after that.

Best regards

Jana

[Rafa3]

Update since the last post.

I've had two technicians coming over and the problem still persist. This is really **piep**ing me off right now cause I am paying every month for this ***ty service and I am not receiving what I am paying for. This really feels like I am being scammed!

More details:

The first technician came in December (23.12.2021 ***) and he managed to fix the upload speed, I was able to finally reach the 50mbps, however, the cyclical ping spikes and packet loss continued to happen. A week and a couple of days later the upload speed dropped again. Same ***show.

I called the hotline again and after reporting my issue I got a call from a technician who said that he could see from his side that there incidence of packet loss was way too high, more than thousands a day. He even said that "it's been a while since he saw such a bad connection", then he scheduled a technician for yesterday (07.01.2022).

The second technician came (07.01.2022 ***and checked the connection from within my apartment plugged in this device and said it was receiving ~900 mbps for download. I then told him the issue was mainly the instability and cyclical ping spikes/packet loss. I asked him to please run a ping from his device and we both saw that ping was hopping within 18~60ms (it goes from 9~>1500ms during the ping spikes). In any case, he said that this does look odd and he would check the vodafone box downstairs and that he was done with the work in my apartment. While he was working downstairs I was running a ping on my machine and I saw that it started to lose packages and have the ping spikes again so I went downstairs and I asked him if he could figure out what the issue was, cause the issue was happening right now. He replied then that the network would stabilize in the next 10 to 60 minutes and I should wait, then he just went away...

It's been hours since this *** should stabilize, its been more than a month that I am losing time with this ***ing issue! My patience is gone. I work from home and I am a developer, I spend most of my time online I need a fast and stable internet connection, that's why I am paying for the fastest plan! Yet receiving this ***ty service.

Can somebody PLEASE help me on this? 

[Tobias]

Hey,

well, im sorry about that, my colleagues created a ticket today for an appointment on your site, could you give us a sign when they colleague fixed it 🙂

Regards

Tobias