Lag Spikes - Vodafone dont seem to be able to help

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Lag Spikes - Vodafone dont seem to be able to help

dontain

4 posts

Wannabe Geek

#111859 17-Nov-2012 01:52

I have done a few searches here and cant find any related topic on this forum, I have been working on this with Vodafone for two weeks but it has gotten to the point where their CS has just stopped returning my calls.

I have lag spikes these mainly affect gaming, every few seconds I have a little spike in lag, it makes gaming (GW2 and LOL) rather difficult especially with the reliance on skill shots and dodging now being incorporated into these games. It all started a month ago and I had a good solid month of perfect internet before this (I did have an earlier issue that was resolved by chorus tech).

I have run multiple pathping and tracert tests but these look good. I even ran some tests to guildwars2 servers and these look good.

It wasnt until they got me to run a continuous ping to my modem we spotted a problem, basically the ping reply comes back in <1ms 3 times out of 4 and the forth time it will take 34-36ms.

In my limited experience I have never seen this issue, and it worried me that the Vodafone CS person said this could quite possibly be my computer. We ran further tests with an alternate ethernet cable and using different LAN ports (and different cables in the different ports) all produced the same results.

One thing I have noticed is if I take the ethernet cable out and put it back in it will give me 1-2 minutes of smooth pings before reverting to every forth being bad.

A vodafone sales rep came into my work trying to sell my business vodafone contracts and I talked to him about it, he was extremely confident that it is caused by the fibre upgrade that chorus are doing at the moment and they are having this problem a lot (of course he also said this should not be a worry to me as vodafone will have the fastest fibre connection and I should sign up with him now). I am skeptical a, because I dont see why laying fibre in one part of Auckland will have this affect on me b, because how would changes to networks outside my house affect my connection to my modem c, if vodafone support knew why wouldn't they just say something.

So, good people of geekzone, have you ever seen this before? what could it be? and is there anyway I can easily check my computer for any mis-performing parts?

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#718579 17-Nov-2012 05:26

Approx where are you located, post modem line stats and what make and model modem are you using?

sbiddle

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#718585 17-Nov-2012 06:48

High pings to the router indicate an issue in your internal network with your PC or router.

dontain

4 posts

Wannabe Geek

#718603 17-Nov-2012 08:16

johnr: Approx where are you located, post modem line stats and what make and model modem are you using?

Otahuhu, Auckland. Modem is Vodafone suppplied Huawei HG556a. Not sure how to find Modem lines stats in order to post them. Thanks

RunningMan

8965 posts

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#718605 17-Nov-2012 08:24

dontain: [snip]

It wasnt until they got me to run a continuous ping to my modem we spotted a problem, basically the ping reply comes back in <1ms 3 times out of 4 and the forth time it will take 34-36ms.

Can you confirm that test is being done with an ethernet cable between the modem and computer, and that nothing else is plugged in to the modem at the time?

If so, I'd suggest your modem may be the problem - can you borrow another to test?

freitasm

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#718608 17-Nov-2012 08:26

I would start by checking that this modem is running the latest firmware version. Then unplug everything but one computer and test.

What's your LAN like? How many computers, printers, ATA connected to the network? How many switches, hubs, routers?

johnr

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#718634 17-Nov-2012 09:13

Make sure modem is running latest software

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=111710

dontain

4 posts

Wannabe Geek

#718646 17-Nov-2012 10:04

RunningMan:
dontain: [snip]

It wasnt until they got me to run a continuous ping to my modem we spotted a problem, basically the ping reply comes back in <1ms 3 times out of 4 and the forth time it will take 34-36ms.

Can you confirm that test is being done with an ethernet cable between the modem and computer, and that nothing else is plugged in to the modem at the time?

If so, I'd suggest your modem may be the problem - can you borrow another to test?

Yes, just an ethernet cable connecting PC and modem. I even switched the wifi off on my phone to be sure!

freitasm: I would start by checking that this modem is running the latest firmware version. Then unplug everything but one computer and test.

What's your LAN like? How many computers, printers, ATA connected to the network? How many switches, hubs, routers?

johnr: Make sure modem is running latest software

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=111710

Will check firmware as soon as I get home and post back.

As for the network, it is one PC via ethernet, one laptop via wireless and my phone via wireless. As I write this at work I have just realised I havent tried a continuous ping test with laptop connected via ethernet to see if I can rule out the PC as a part of the problem, so will give that a go this evening.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

johnr

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#718647 17-Nov-2012 10:06

Please also get the modem stats

freitasm

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#718664 17-Nov-2012 11:11

Since there's wireless involved:

ping /t from wired desktop
ping /t from wireless laptop

You can't discount wireless interference...

dontain

4 posts

Wannabe Geek

#719340 19-Nov-2012 10:03

Thanks so much for your replies.

Unfortunately I got rather busy on the weekend, didnt have much time to work much further on my problems.

The Firmware update has all but fixed it (why vodafone dont offer this as one of the first solutions is beyond me), I left a continuous ping test on, on Sunday night while I ran around in guildwars for a couple of hours and it looked much cleaner, there was a spike every now and then. I still have to to test the second computer to see if I can erase one of the computers as part of the problem, hopefully I can do that this evening.

A CS rep called from Vodafone, my third since I started this, he hadnt read any of my notes (so it was an extremely confusing conversation) its so frustrating to go through this with a call centre. I used to phone call centres a lot in my last job and this has been one of the more frustrating experiences.

Thanks for all your help, I do manage my website from home and all this stuff has been taking up what can be very valuable time so its good to be heading towards the finish line.

Oldhat

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#719425 19-Nov-2012 12:04

dontain:
Snip
The Firmware update has all but fixed it (why vodafone dont offer this as one of the first solutions is beyond me), I left a continuous ping test on, on Sunday night while I ran around in guildwars for a couple of hours and it looked much cleaner, there was a spike every now and then.
Snip

I would imagine that upgrading firmware is not something that would be suggested as if it goes wrong and you "brick" the modem you can't say "I want a new modem coz you told me to upgrade the firmware and now it doesn't work".

Just a thought.

Jaxar

383 posts

Ultimate Geek

#719500 19-Nov-2012 13:46

Oldhat:
dontain:
Snip
The Firmware update has all but fixed it (why vodafone dont offer this as one of the first solutions is beyond me), I left a continuous ping test on, on Sunday night while I ran around in guildwars for a couple of hours and it looked much cleaner, there was a spike every now and then.
Snip

I would imagine that upgrading firmware is not something that would be suggested as if it goes wrong and you "brick" the modem you can't say "I want a new modem coz you told me to upgrade the firmware and now it doesn't work".

Just a thought.

We do suggest it on occasion however it is usually fairly low down on the list of troubleshooting steps most of the time as there is usually a more likely reason for an issue.

In this case it seems like communication broke down between VF and the customer just as they had established that the lag spikes were LAN related as opposed to ADSL related.

Bricking a modem in case like this is more of a concern because it would take the customer from having an annoying issue to having no internet at all than the fact we would have to replace a modem because a suggestion we made went bad.

Please note: I have a professional bias towards Vodafone.

RGoodall

18 posts

Geek

#719720 19-Nov-2012 20:31

I have been looking for something like this for the last 2 weeks when my problem started, I am experiencing the exact same issues you are. I play warcraft 3 ( a 12 year old game) I have run this game on 2 computers at the same time on 64kps before when i went over my data cap.

As of 2 weeks ago between high congestion times as vodafone has been calling it my ping has been spiking massively and is very hard for me to show them except in everytest it lags then shows a massive drop the it shoots up high straight after ( never changes my ms though), Until the other night i ran one and i got screen shot to prove to vodafone what is happening.

In this speed test it showed my 501ms, They really struggled to explan this, I have talked to their faulting team for nearly 4 hours over the last few days and the customer serivice team for nearly 15 hours overs the last 2 weeks, They have run every test they can think of, Changed every setting they can think of......BUT STILL NOTHING.

The one thing i am waiting on now if a new modem which is on its way to me now and i hope that is the problem, Im also running the white HG556a modem.

I will post on here when i get the new modem and let you know if that is the issue.

( I have also been explained to me by some tech guy's, NOT FROM VODAFONE. That if vodafone has oversold its bandwidth then that could be causing the issue, Because it only happens in peak time's eg: 5.30-11.30pm everynight of the week and most of saturday and sunday. Im very sure that could be the problem, But fat chance of vodafone saying yes we oversold our bandwidth to make higher profits and your internet cannot be fixed because of this.)

Hope this helps

P.S - Tryed to upload the screen shot of 501ms, File size was to large and if i make it smaller it might not be viewable

johnr

19282 posts

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#719726 19-Nov-2012 20:46

Oldhat:
dontain:
Snip
The Firmware update has all but fixed it (why vodafone dont offer this as one of the first solutions is beyond me), I left a continuous ping test on, on Sunday night while I ran around in guildwars for a couple of hours and it looked much cleaner, there was a spike every now and then.
Snip

I would imagine that upgrading firmware is not something that would be suggested as if it goes wrong and you "brick" the modem you can't say "I want a new modem coz you told me to upgrade the firmware and now it doesn't work".

Just a thought.

I would advise to do the update

johnr

19282 posts

Uber Geek
Inactive user

#719732 19-Nov-2012 20:52

RGoodall: I have been looking for something like this for the last 2 weeks when my problem started, I am experiencing the exact same issues you are. I play warcraft 3 ( a 12 year old game) I have run this game on 2 computers at the same time on 64kps before when i went over my data cap.

As of 2 weeks ago between high congestion times as vodafone has been calling it my ping has been spiking massively and is very hard for me to show them except in everytest it lags then shows a massive drop the it shoots up high straight after ( never changes my ms though), Until the other night i ran one and i got screen shot to prove to vodafone what is happening.

In this speed test it showed my 501ms, They really struggled to explan this, I have talked to their faulting team for nearly 4 hours over the last few days and the customer serivice team for nearly 15 hours overs the last 2 weeks, They have run every test they can think of, Changed every setting they can think of......BUT STILL NOTHING.

The one thing i am waiting on now if a new modem which is on its way to me now and i hope that is the problem, Im also running the white HG556a modem.

I will post on here when i get the new modem and let you know if that is the issue.

( I have also been explained to me by some tech guy's, NOT FROM VODAFONE. That if vodafone has oversold its bandwidth then that could be causing the issue, Because it only happens in peak time's eg: 5.30-11.30pm everynight of the week and most of saturday and sunday. Im very sure that could be the problem, But fat chance of vodafone saying yes we oversold our bandwidth to make higher profits and your internet cannot be fixed because of this.)

Hope this helps

P.S - Tryed to upload the screen shot of 501ms, File size was to large and if i make it smaller it might not be viewable

If you are using the HG556a I would do the update and it would also be helpful to know approx where you live?

Don't listen to the people who are advising about oversold internet! Clearly they don't know what they are speaking about, You might be connected to a Conklin for your internet for all we know out in the sticks

John

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