BearDenBob
join:2001-12-24
Trumbull, CT
| [Speed Issues] [HSI] High Ping Times/Latency in Trumbull CT (500
Since early afternoon on today, July 18th, ping times have skyrocketed in the Trumbull CT area (I have line monitors to verify this set on various clients of mine in the area and we're all seeing the same thing) - Ping times have gone from 17ms to 500+ms
Not sure the proper channel to report this, or how to even find out if it's a known issue. Calling tech support just results in the usual "troubleshooting" cycle where they try to get me to reset my modem, disconnect router, bla bla bla.
Anyone have any insight as to how to get these sort of issues escalated? Tech support doesn't see them as "issues" and hence have been unwilling to help. |
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Sr Tech
Premium
join:2003-01-19
New Fairfield, CT
 ·Charter Pipeline
| Re: [Speed Issues] [HSI] High Ping Times/Latency in Trumbull CT
I'm over in New Fairfield and have been having the same problem. Called Tech support twice emailed once (useless).
Pinging 4.2.2.2 with 32 bytes of data:
Reply from 4.2.2.2: bytes=32 time=419ms TTL=54
Reply from 4.2.2.2: bytes=32 time=418ms TTL=54
Reply from 4.2.2.2: bytes=32 time=405ms TTL=54
Reply from 4.2.2.2: bytes=32 time=422ms TTL=54
Ping statistics for 4.2.2.2:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 405ms, Maximum = 422ms, Average = 416ms |
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woodstocker
Premium
join:2002-12-12
Woodstock Valley, CT | reply to BearDenBob
I'm in woodstock in the northeast corner of CT and it's been the same here since this afternoon.... no help from "support" |
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BearDenBob
join:2001-12-24
Trumbull, CT
| 
Pings nearly 500ms |
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BearDenBob
join:2001-12-24
Trumbull, CT
| Transcript of online support session:
A representative will be with you shortly.
You have been connected to TTD Eyel .
TTD Eyel : Thank you for contacting Charter High Speed Internet Support. My name is Eyel. How may I help you today?
Me: Experiencing VERY high Ping Latency times in Trumbull CT. >400ms - for past 8 hours
Me: Entire area is affected - have spoken with and verified with several customers
TTD Eyel : I apologize for any inconvenience this has caused. There is currently a cable network related concern affecting your area. Currently, we do not have an estimated time of repair, however our technicians are working to resolve the issue as quickly as possible. We appreciate your patience while we work to resolve this concern.
Me: Ok - where is this known network status issue posted on the website?
TTD Eyel : Ia pologize but it's not posted at the website.
Me: It should be. Do you have a process for getting it posted?
TTD Eyel : Start 7/18/2008 10:23:18 AM Status Work in Progress
Age 10 Hrs. Priority Priority 2
Severity Urgent
TTD Eyel : I apologize but we can't post it at the website.
TTD Eyel : We only access the outage board here in our end.
Me: Ok thank you for the information.
TTD Eyel : You're welcome. Thank you for understanding.
TTD Eyel : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the "Customer Help" menu at www.charter.com. If you have further questions, please chat back with us again. Our chat support is available from 7:00 AM through 1:30 AM central time, 365 days a year. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window. |
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trumres
@charter.com
| reply to BearDenBob
Yea, I'm in Trumbull as well and noticed the high latency since about 9am. I called tech support a few mins ago (9:30pm) and they said there is an outage and that they are still working on it. I noticed the routing has changed and everything is now going thru ATT network and thats where the latency starts at 400ms+. I'm used to seeing everthing going via Level 3 with the latency around 30ms so might be some kind of peering issue with Level 3...not sure. |
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Chuck_IV
join:2003-11-18
New Milford, CT | reply to BearDenBob
Noticing the same issues in New Milford too. Doing a tracert, the latency begins, as you said when it hits the AT&T ips.
Hopefully this will get cleared up soon as this has been an issue all day. |
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Icarus
Soulshine
Premium,Mod
join:2000-11-08
SANCTUARY
clubs: 
Host:
Team Helix
Connecticut Chat
Comcast HSI
| reply to BearDenBob
What Im hearing is that there is a "substantial" issue at the Newtown headend and that they are "actively" working on in. No estimate for when normal service will be restored.
Im guessing were stuck with this for the night and it will get fixed during the day tomorrow..
--
Team Helix- Folding@Home and Rosetta@Home |
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trumres
@charter.com | reply to BearDenBob
Back to normal since 2am. Also routing is back to using Level 3 again and not ATT. |
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