[Outages-discussion] [EXTERNAL] Re: Mediacom intermittent packet loss

[Chapman, Brad (NBCUniversal)]

1. It could be devices on his network causing intermittent interference.  Does he have IoT devices like cameras, doorbells, light bulbs etc?  Has he tried turning everything else off while streaming?

2. He could also try accessing the modem page directly.  Usually it's http://192.168.100.1.   Check the user manuals of the modems used by Mediacom:

http://mediacomcc.custhelp.com/app/answers/detail/a_id/2726/~/list-of-mediacom-issued-modems-and-user-guides

The modem will have a signal strength indicator page, and possibly logging available.  Refresh that page when the issue is occurring.

3. Try running a test Twitch stream for 24 hours and monitor from another device to see if he can pin down a time of day when this problem occurs.

I'd insist that a tech come back and perform line quality tests during the times of day when it is most likely to occur, and to physically inspect the coax cables between the modem and the pole, and 100' up the street.

-Brad


—Sent from my iPhone

On Feb 19, 2022, at 7:05 PM, Scott Buettner <DasterinTempus at outlook.com> wrote:

The cable carrier has done the standard "have him powercycle then send a tech out" and the techs have not found a problem in this most recent issue. (He had a similar problem in December that WAS line related and was resolved in early Jan by the carrier techs). Unfortunately he's on residential class service at the moment (which I am trying to persuade him to correct) so the level of support we're getting from the Tier 1 folks isn't ideal.
He's scheduling another tech dispatch with them now, just to be safe.

It's hitting TCP and UDP both, which is just manifesting in "slowness" on TCP of course. It's most relevant over UDP as he is a professional streamer and the most prominent symptom is frame drops on that, and I've confirmed it is affecting his connection in general, the issue is not specific to that service. I had him grab a packet loss test using devicetests.com (which looks to be based on WebRTC for the test) and we managed to grab results of it actively happening here:  https://urldefense.com/v3/__https://dast-files.s3.us-east-2.amazonaws.com/packets.jpg__;!!PIZeeW5wscynRQ!-KWgF9oW1yTWP-adnHFCsYgQYD25ZIWPnN0cQPgpv4gPNDA2jUXnW2xV-YGKmwt6Sg$

He's replaced the modem and router both in the last 3 months, along with the cables.
It's very intermittent, bursts of packet loss over a few minutes, then fine for some period of time (minutes to hours).

He's informed me that a colleague of his located about 4 hours away on the same ISP is experiencing similar issues, but that individual is not a client of mine so I don't have anything concrete from that endpoint currently.

I'm happy to keep discussing/troubleshooting, but I would like to avoid spamming the rest of the list (even -discuss), so feel free to email me directly.

-----Original Message-----
From: Jay R. Ashworth <jra at baylink.com>
Sent: Saturday, February 19, 2022 7:18 PM
To: Scott Buettner <DasterinTempus at outlook.com>
Cc: outages-discussion at outages.org
Subject: Re: [Outages-discussion] Mediacom intermittent packet loss

----- Original Message -----
From: "Scott Buettner" <DasterinTempus at outlook.com>

I hate to ask since this isn't really the forum, but I'm sort of out of ideas:
Would anyone from MediacomCable be able to reach out to me offlist?
I'm not gonna call it an outage, but I have a client on their service
who is having crippling intermittent upload packet loss (~85%) for
most of this month, calls from him to phone support have not resulted
in a resolution and it's seriously affecting his home business.

Thanks in advance if anyone can assist, and sorry to bother everyone otherwise.
--Samantha

The cable carrier has confirmed there's not a low-signal problem on the link, and other first-level stuff like that?  Do they have their own router, have they plugged directly into the cablemodem for test (after a powercycle)?

What protocol isn't working, does other stuff not work too?

You're right, this is usually out-of-scope for Outages, but at least you posted it on -discuss.  :-)

Cheers,
-- jra
--
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