Can't download.

[kaylee]

Hi,
I apologise in advance for such a lengthy post but I'm pretty frustrated and just can't seem to find a solution and
apparently have the cable techs boggled as well :|
A few weeks ago, my d/l and u/l speed seemed to have sudenyl died and I can't imagine why. I called my service provider
(cable) and went through the usual stuff such as unplugging the power to the modem, going over various settings (tcp/ip) and
so on, but still nothing. Over the past few weeks ... computer has been looked over by qualified techs,
they connected my comp to their cable and all was perfect, had a new fan and net card put in and have freshly formated.
Going through a hub as well (other comp has a seperate ip) tried various things while bypassing the hub completely, and have
brought the computer up from downstairs, plugged it in tried all the same stuff and exact same problems. Cable techs have
been out, completely rewired, and replaced my modem. At this point, after the comp is booted (after being shut off for some
time), I'm able to visit some sites, but pages seldom fully load without my refreshing a few times or having to save the link,
reboot, then trying again. Downloading is of course impossible, lucky if it's 3-4kbs for the first 5 seconds,
then drops/times out :( I've had a hard time registering and posting here, so I apologise again if it's resulted in a
double post. I've also no firewall and my OS is Windows Me. Any suggestions or ideas would be greatly appreciated as this
has been going on for more then two weeks and is making me nuts :(
Thanks
Kaylee

[Gollo]

Originally posted by kaylee
Hi,
I apologise in advance for such a lengthy post but I'm pretty frustrated and just can't seem to find a solution and
apparently have the cable techs boggled as well :|
A few weeks ago, my d/l and u/l speed seemed to have sudenyl died and I can't imagine why. I called my service provider
(cable) and went through the usual stuff such as unplugging the power to the modem, going over various settings (tcp/ip) and
so on, but still nothing. Over the past few weeks ... computer has been looked over by qualified techs,
they connected my comp to their cable and all was perfect, had a new fan and net card put in and have freshly formated.
Going through a hub as well (other comp has a seperate ip) tried various things while bypassing the hub completely, and have
brought the computer up from downstairs, plugged it in tried all the same stuff and exact same problems. Cable techs have
been out, completely rewired, and replaced my modem. At this point, after the comp is booted (after being shut off for some
time), I'm able to visit some sites, but pages seldom fully load without my refreshing a few times or having to save the link,
reboot, then trying again. Downloading is of course impossible, lucky if it's 3-4kbs for the first 5 seconds,
then drops/times out :( I've had a hard time registering and posting here, so I apologise again if it's resulted in a
double post. I've also no firewall and my OS is Windows Me. Any suggestions or ideas would be greatly appreciated as this
has been going on for more then two weeks and is making me nuts :(
Thanks
Kaylee

First suggestion: Dump ME (that's more personal then necesary though:D ;) )

Second are there any power cables running near or even over the network cable? Also what other electronic devices are in the general area of your computer? What's really puzziling though is that you've done a format install and it still is there. That usually takes care of these types of problems. Do you have cable tv? If so are the channels clear or fuzzy (anything not clear). Yes the modem might be connecting but maybe it is just barely (like when your in a crowd and you hear somebody shout your name but just barely). What (in the last two weeks) has been changed with your cable? (ie. added a tv, put in another outlet, added a splitter, etc) Cheers.

[Ya_know]

Sounds to me like it is time for you to threaten to switch to DSL. Once they know you are that dissatisfied, usually these problems clear up in the same day... ;)

Really, this PC works fine in a different location, you have even upgraded a few components (unrelated in my book but shows intent on your part to fix the issue), and even reloaded the OS, which as stated should fix any abnormal unidentified issues. If you hook a different PC up to the connection in your house, does it also have a poor connection? If so, it is on the cable company to fix this now, or you move on...

[kaylee]

Hi Gollo,
Thanks for the reply ...
Cables free and clear of anything else, and I've no other electrical devices other then the neccesary. I don't have cable tv. As for anything 'new', just the new wiring done by cable techs, new modem, net card (which they authorized from the office) and the fresh format. Sorry, just repeating myself and not telling you much am I :|

[kaylee]

Hi 'Ya Know' lol
Yes, I've directly connected the second computer as well, and I've the same problem. I've contacted the cable co. an average of 3 times a day over the past few weeks (trying to pushhhh). Since Tuesday I've been waiting for a 'senior tech' to visit with a laptop (not a clue what can be done there) but since we're grasping at straws it seems, I'm ticked off beyond words that they haven't returned yet. They've told me repeatedly that everything is 'fine' on their end, but obviously someone is missing something :|
Thanks for the reply.

[Matridom]

OK, lot's of things can be going on, and your cable company may be dragging it's feet or it may be you.

First.. run a ping test.

try this "ping www.yahoo.com"

you'll get something that looks like this
Pinging www.yahoo.akadns.net [64.58.76.229] with 32 bytes of data:

Reply from 64.58.76.229: bytes=32 time=94ms TTL=239
Reply from 64.58.76.229: bytes=32 time=78ms TTL=239
Reply from 64.58.76.229: bytes=32 time=78ms TTL=239
Reply from 64.58.76.229: bytes=32 time=78ms TTL=239

Ping statistics for 64.58.76.229:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 78ms, Maximum = 94ms, Average = 82ms

now, here is the important bit, this will determine how you go about troublshooting.

if you get "loss" and your "time" is low (under 150), then it's a voltage issue, noise issue, or bad cables (like gollo suggested) this problem is often called "High packet loss"

First thing you do, turn on your TV, and look through channels 3-13, fuzzy? snowy? if so get it fixed! this is usualy an indication of a bad voltage level/noise. Next, what modem do you have?!?, this is "very" important. If your modem is a "Docsis" modem, then there is a way to enter the internal diagnostics and make sure (for yourself) that all your levels are fine. If the tech has been out, and did not find anything, I would syspect that it's the Invalid Bit ratio that is high, this usualy indicates noise on the coax line, something that is not normaly tested. Noise can be created on the line, or from the plant. Normaly the ISP help desk should be able to determine this.

If you get some to no packet loss, yet your "Time" is high, then this issue is called "Latency" latency is much more difficult to find. First, Got kazaa running? kill it, got ANY p2p programs, kill them, stop ANYTHING from keeping a connection going.

Got nothing running?

Then you need a traceroute "tracert www.yahoo.com"

here is one, I've not included the start for my own protection, and i've edited it so that you can see the problem i want you to look for
2 47 ms 47 ms 62 ms dis15-ottawa23-Gigabite7-3.in.bellnexxia.net [64.230.228.10]
3 47 ms 46 ms 63 ms core1-ottawa23-Gigabite11-0.in.bellnexxia.net [64.230.241.209]
4 47 ms 63 ms 62 ms core1-toronto12-pos9-3.in.bellnexxia.net [206.108.107.109]
5 63 ms 62 ms 47 ms core3-toronto63-pos6-0.in.bellnexxia.net [64.230.242.101]
6 174 ms 172 ms 178 ms bx2-newyork83-pos3-0.in.bellnexxia.net [206.108.103.194]
Now this tells you your time at each "hop" you would be looking at a jump of 100-200 between lines. look at lines 5-6 in the above example to see what i mean. if that hop exists withing your ISP, it's there problem. if it happens at the first hop, i'd say it was a congestion issue.

If you still can't solve the issue, then you may need to get into the modem diagnostics (if it's docsis). If the above does not sort it out, let us know, and i'll post how to get into the modem, provided it's docsis compliant.

[kaylee]

Hi Matridom,

Here's my ping response:

Pinging www.yahoo.akadns.net [64.58.76.222] with 32 bytes of data:

Reply from 64.58.76.222: bytes=32 time=55ms TTL=48
Reply from 64.58.76.222: bytes=32 time=55ms TTL=48
Reply from 64.58.76.222: bytes=32 time=54ms TTL=48
Reply from 64.58.76.222: bytes=32 time=69ms TTL=48

Ping statistics for 64.58.76.222:
Packets: Sent = 4, Received = 4, Lost = 0 <0% loss>,
Approximate round trip in milli-seconds:
Minimum = 54ms, Maximum = 69ms, Average = 58ms

Here's the tracert:

2 27 ms 41 ms 14 ms 10.5.2.77
3 <10 ms <10 ms <10 ms ge1-2.hlfx-br2.eastlink.ca [24.222.79.154]
4 41 ms 41 ms 41 ms h64-5-239-21.gtcust.grouptelecom.net[64.5.239.21]
5 28 ms 41 ms 69 ms 66.59.191.165
6 41 ms 42 ms 55 ms 66.59.191.213

(16 altogether)
I don't know much about this in case you've not noticed :| And honestly have no idea if that
hop exists within my isp or not.
I have no cable tv by the way ... and my modem is a motorola, whether it's 'docsis compliant'
I have no idea, sorry. I'm not very helpful with anything techinal, I do appreciate all your help, thank you.

[Matridom]

Well, what's the exact model of your modem?

Your ping times look great, i don't see any issues there.. what caps have they placed ? (what's your upload and download limit?)

[geoscomp]

Just out of curiosity, do you have a standard dial up modem in the machine as well?