ChrisMOG
join:2003-11-17
Lynchburg, VA
1 edit | Ok, so what can I expect now??
So I finally called adelphia tech support about my ongoing crazy ping spike issues (for those who don't know...for the past two months I have been having periods of incredible ping spikes lasting from 5 to 10 seconds every 10 to 15 minutes) and well, it was interesting. I call up and within 30 seconds I am speaking directly to a technician (I was expecting to be on hold for years, but hey, wow...) and I try to explain my problem. He tests my signal levels and tests the connectivity to my cable modem. He doesn't see any problems at all and says everything is fine. I am like "no...." and continue to explain to him what exactly is going on. At one point he suggest that my video card does not have enough ram and that is why I lag in games every 10 to 15 minutes, which I thought was hilarious. At this point I knew I had to speak to someone else with more knowledge, so I asked him to escalate the case. He did and I was transferred to who I assume was a tier2 tech. Well the first thing she suggested was reinstalling my network card drivers. At this point I knew I was screwed so I took control of the conversation and tried to get as much useful information out of her as I could. I got her to eventually ping my IP address...she seemed kind of in a hurry and didn't want to wait 5 minutes for the problem spikes to occur; I don't know if their performance is based on their average call time or not. Thankfully she waited long enough for the scheduled ping spikes to show up. At that point she acknowledged that there was a problem and said that she would escalate it further to the proper people in the network operations center. So my question is what can I expect from here? Will they actually fix the problem and get back in touch with me? Will they at least let me know what is going on??
Chris
Lynchburg, Virginia |
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ChrisMOG
join:2003-11-17
Lynchburg, VA
3 edits | 
^^^ That is what has been happening every 10 to 15 minutes for the past 2 months. I have eliminated a virus on my end as the problem. I have packet sniffed and found nothing to indicate an internal networking issue. It has to be a problem on their end. I don't think its a physical problem, I just think its traffic related.,.. |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs: | I am confused.
What are you pinging...and from where?
Hob |
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ChrisMOG
join:2003-11-17
Lynchburg, VA
2 edits | That particular screenshot is of me, at work, pinging my machine at home. Now what do I ping at home??? well..everything I can. In my cable modem config page it has a gateway IP address. I ping that and get the same lag spikes . My IP address right now is 24.51.154.17. If I ping 24.51.154.1 I get the same ping spikes. If I ping yahoo.com I get the same spikes. It doesn't matter who is pinging me or what I am pinging. Hey well adelphia just called and they said its my modem and they are going to come out tomorrow to replace it. I am not sure if I subscribe to that diagnosis but I'll give it a shot...here's hoping for the best... |
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MacLeech
The one and only
Premium
join:2001-07-14
SoCal | What is the gateway IP address in the cable modem config page???
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Adelphia - Is it working now? |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| reply to ChrisMOG
Traces would be better...but harder to get. Showing a spike from your work to your home actually shows nothing until we can see where the spike is.
Hob
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"A foolish consistency is the hobgoblin of little minds." - Ralph Waldo Emerson |
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ChrisMOG
join:2003-11-17
Lynchburg, VA
| Its hard to run a traceroute on a problem that occurs within a 10 to 15 minute period and only lasts 5-10 seconds. Cable modems just bridge anyways, and if I get the ping spikes from the cable modem to its gateway (1 hop away) then a traceroute is not even needed in my opinion. Let my try to do it though... |
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MacLeech
The one and only
Premium
join:2001-07-14
SoCal | Try using »www.pingplotter.com it works really well for tracking these sorts of issues.
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Adelphia - Is it working now? |
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ChrisMOG
join:2003-11-17
Lynchburg, VA
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Ok so I ran a traceroute just as the ping spikes showed up. The second traceroute actually shows when the crazy pingage stops.... 10.11.16.1 is the private IP address for the gateway my cable modem uses. |
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MacLeech
The one and only
Premium
join:2001-07-14
SoCal | reply to ChrisMOG
Somebody kick that CMTS... |
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ChrisMOG
join:2003-11-17
Lynchburg, VA | good to hear the high pings arn't being caused by my video card not having enough ram :/ |
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ChrisMOG
join:2003-11-17
Lynchburg, VA
2 edits | 
^^^ Screenshot from my modem's diagnostic page
ok so that ISN'T my cable modems gateway IP address, hrmmm, ok well I am confused..
If 10.163.60.111 is my modem's IP address, how come I ping ~15ms to it? |
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MacLeech
The one and only
Premium
join:2001-07-14
SoCal
| said by ChrisMOG  :
ok so that ISN'T my cable modems gateway IP address, hrmmm, ok well I am confused
Close enough, I got the information needed.
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Adelphia - Is it working now? |
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gheezer
Compooters R Us
Premium
join:2002-12-20
Henrietta, NY | reply to ChrisMOG
I Strongly suspect Nachi Virus activity...
an Adelphia tech can read SNMP statistics on the Modem and confirm this, as Port Filters on Port 135 will be incrementing.
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Join the NAVY, see the world....It's mostly water! |
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ChrisMOG
join:2003-11-17
Lynchburg, VA | Well, the techs I talked too probably don't know what SNMP is,, and they say I am the only one in the area with this problem and that its a problem with my cable modem. We'll see tomorrow when they come to replace my modem. |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs: | I doubt it's anything at all to do with the modem.
Hob |
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NukeMeElmo
join:2003-03-06
Austin, PA | reply to MacLeech
No activity on any ports in the IP filter. |
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ChrisMOG
join:2003-11-17
Lynchburg, VA
1 edit | How could one person with a virus totally seize me up? If each person is limited to 3MB down and 256k up I don't see how it could saturate my connection, unless its making all sorts of arp traffic that overloads a piece of hardware somewhere along the line... |
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gheezer
Compooters R Us
Premium
join:2002-12-20
Henrietta, NY
| reply to hobgoblin
said by hobgoblin :
I doubt it's anything at all to do with the modem.
Hob
said by ChrisMOG :
good to hear the high pings arn't being caused by my video card not having enough ram :/
It sure as hell aint his Video Card either..
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Join the NAVY, see the world....It's mostly water! |
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gheezer
Compooters R Us
Premium
join:2002-12-20
Henrietta, NY
1 edit | reply to ChrisMOG
said by ChrisMOG :
How could one person with a virus totally seize me up? If each person is limited to 3MB down and 256k up I don't see how it could saturate my connection, unless its making all sorts of arp traffic that overloads a piece of hardware somewhere along the line...
Read an excellent thread about the Nachi Virus here:
»Nachi the new champion bad boy
Also, it's more than one... |
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