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ed56
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PostPosted: Mon Mar 17, 2008 7:55 am    Post subject: Interesting tech support issue this AM with Road Runner Reply with quote Back to top

Interesting tech support incident.

I have been having internet problems the past week, losing internet entirely for periods of time. I chceked the Road Runner network status (via my air card since the internet - not cable - was down) and it confirmed cable/network problems.

Had some dropped calls yesterday on Vonage and last night, pages loaded slowly, timed out etc. Pinged Yahoo and Google with about 10% time outs. Cotinued this AM so I called Road Runner (on my Vonage - did not really think about it). They said I was breaking up but we were able to talk anyway (they sounded fine) and they determined a weak signal here and a service call was scheduled for tomorrow.

The interesting part was with a problem in my service so bad that web pages would not load, yet the Vonage service worked to some degree, at lease enought to schedule a service call for tomorrow. Any thoughts why a relative bandwidth intensive servcie like Vonage would still work when Google does not even load completely, and pings time out? It defies logic!

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PSJ
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PostPosted: Mon Mar 17, 2008 9:02 am    Post subject: Reply with quote Back to top

I would say it because of " your " set-up.

" Time Warner Road Runner / Motorola SB5101 Cable Modem / Motorola VT2142-VD / Linksys BEFSR41 Router "

The Vonage device is " first" in line and would take priority of bandwidth.



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trekologer
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PostPosted: Mon Mar 17, 2008 10:51 am    Post subject: Reply with quote Back to top

There are a number of things that could cause that (that have nothing to do with your setup). It is impossible to determine why wihout troubleshooting at the time the problem was occuring.

Some possible issues:

- DNS server problem
- Single direction packet loss
- Excess latency / jitter
- Issue on ISP network to destination A but not B

Based on your description (inbound audio is find but remote party says audio is choppy) then the issue is likely outbound packet loss or latency / jitter. Web browsing would be slow due to your reuqests for pages needing to be resent. Keep in mind that requesting and downloading the HTML page is not all that is needed to display a web page. Once your browser gets the page it will need to request and download inline objects, such as images, style sheets, or other embedded objects, often from different servers than where the HTML page came from.

However, it does look like the issue has been identified and good luck with getting Time Warner to identify and resolve the cause.
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ed56
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PostPosted: Mon Mar 17, 2008 12:23 pm    Post subject: Reply with quote Back to top

Good observations:

DNS should not an issue as I have set up two secondary DNS's pointing to openDNS.com (208.67.222.222 and 208.67.220.220). in my BEFSR41 Router (1st listing is 192.168.15.1 whiach passes it on from TW/RR)

I am betting on outbound packet loss or latency/jitter which TW said the low signal was local to me hence the tech dispatch.

BTW everything is back up to speed now, so when the tech arrives, may be a tough troubleshooting scenario.

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ed56
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PostPosted: Mon Mar 17, 2008 12:25 pm    Post subject: Reply with quote Back to top

PSJ wrote:
I would say it because of " your " set-up.

" Time Warner Road Runner / Motorola SB5101 Cable Modem / Motorola VT2142-VD / Linksys BEFSR41 Router "

The Vonage device is " first" in line and would take priority of bandwidth.



PSJ aka Marc


Which is exactly why I set it there.

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trekologer
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PostPosted: Mon Mar 17, 2008 5:30 pm    Post subject: Reply with quote Back to top

ed56 wrote:
DNS should not an issue as I have set up two secondary DNS's pointing to openDNS.com (208.67.222.222 and 208.67.220.220). in my BEFSR41 Router (1st listing is 192.168.15.1 whiach passes it on from TW/RR)


192.168.15.1 is the IP address of the VD2142. The device has a feature called a DNS proxy, where the device will proxy DNS lookup requests. You might want to turn this off. Check "Apply ISP DNS, SNTP" under the LAN setup page.
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ed56
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PostPosted: Tue Mar 18, 2008 1:43 am    Post subject: Reply with quote Back to top

trekologer wrote:
ed56 wrote:
DNS should not an issue as I have set up two secondary DNS's pointing to openDNS.com (208.67.222.222 and 208.67.220.220). in my BEFSR41 Router (1st listing is 192.168.15.1 whiach passes it on from TW/RR)


192.168.15.1 is the IP address of the VD2142. The device has a feature called a DNS proxy, where the device will proxy DNS lookup requests. You might want to turn this off. Check "Apply ISP DNS, SNTP" under the LAN setup page.


OK, maybe I have this set up incorrectly, but I want it to Proxy what TW/RR gives me. Hence the primary DNS set to 192.168.15.1 If that fails, shouldnt the settings in the BEFSR41 router (the next two listings) provide a usable DNS?

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ed56
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PostPosted: Tue Mar 18, 2008 1:44 am    Post subject: Reply with quote Back to top

Had a call from TW field tech today. He told me all of a sudden they had a flurry of folks calling on my street and the subdivision next door . . .most if not all had the same issues I had and had not called since the service was down and when it came back up it was ok or they had checked the network status and saw (incorrectly) that TW knew about the issue. They, as I, started calling when they had service but it was timing out.

Actually the network status information was referrng to another issue.

They were trying to track down what they think was a bad, loose or dirty connection somwhere in the cable that serviced the area. Wind or other environmental factors most probably causing the intermittent nature of the problem.

All seems fine for now.

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Aztec
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PostPosted: Sat Mar 22, 2008 6:04 pm    Post subject: Reply with quote Back to top

I was having major issues with TW for the last few months. Of course everything was on my end. It appears they have changed the way they handle looking up DNS requests. It was so bad on my end, CNN, Google and my Bank servers where being denied and a new "Can't find the server you are looking for page" was showing up.

Then I found this nugget: http://www.dslreports.com/shownews/Roadrunner-Implements-DNS-Redirection-90502

I configured my router to use OpenDNS and bypass RR's DNS. Web pages are loading instantly, and all Vonage issues taken care off oddly enough.

If you live around NC, the servers in Charlotte where most traffic gets routed through in the southeast has been having major issues with 5% to 15% packet loss. Using Pingplotter I was able to get TW to take my problems serious and actually opened up a ticket to have the servers looked at. Packet loss is still spiking for me, but service has been much better.

Hope this helps.
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ed56
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PostPosted: Sat Mar 22, 2008 8:28 pm    Post subject: Reply with quote Back to top

I use visual trace and also have found one of the routers local to me having packet loss. Sent a emai to the support line with no response, but overall does not seem to bother my Voip or other internet access.
The link on DSL reports has another link to opt out, which I used ( http://ww23.rr.com/prefs.php )

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