Consistent, periodic network stall...

[Talifer]

OK I've read through various forums and threads and can't easily find anything that matches my problem, though I can see a few that could have the same root cause, so I thought before I phone technical support I'd post here so that I can get a more concrete grasp of the facts.

Here's the background:
I've been playing online games for some years, particularly Dark Age of Camelot, now this game had some server problems that were affecting most of the player base and so I got use to the lag while playing this game, these server problems have long since been fixed however, and now I'm playing other games I've realised that it's now just me having these problems. I consistently (every time I play, evenings and weekends) get several seconds of what I can only describe as the network stalling or connection loss, it's generally not long enough to terminate my game connection (though it can do this sometimes). This happens maybe once every half an hour or an hour, it's not a regular interval seems more like at heavy bandwidth times, when a lot is happening on screen say. Now I can't say when this problem started because, as I said, the game servers used to have problems themselves but I've realised I've been having this problem for several months now, into last year. After reading these boards I'm thinking maybe the NTL modem can't cope with the traffic and is freezing but before I demand a new modem I'd like some facts and figures to maybe back this up.

Here's the setup:
I run 2-4 computers through a linksys BEFSR31 v2 router. I play with my girlfriend all the time so there are always 2 PCs playing the same game and we're in the same area so probably getting pretty much the same network traffic, both machines suffer identical stalls at exactly the same times. Sometimes we have 3 or 4 machines going and they all suffer the same, this eliminates the PC. I thought maybe it could be the linksys router so I bought a new wireless router, the linksys WRT55AG, and wired them all through this instead, this didn't solve the problem, router eliminated.

Other information that my be of use:
I'm in Newport, NP19 area.
The NTL modem is a nice silver NTL Home 120. I believe we have a 10MB connection (we've always had the top tier product as this is important to us) though I've never got it past 7MB on any speed test (but that's a different issue and one that concerns me far less). The 2 main PCs run XP Professional, other machine run XP and Win98. I've looked at the tweak guide and adjusted the TCP window of my machine but this had no effect.

Some stats:

Sample speed test

Broadband Speed Test Results

Results from broadband speed test recorded on Tuesday, 11 April 2006, 23:41.
Your Connection

Direction Actual Speed True Speed (estimated)
Downstream 5384 Kbps (673.0 KB/sec) 5814 Kbps (inc. overheads)
Upstream 498 Kbps (62.3 KB/sec) 537 Kbps (inc. overheads)

Tracert to the DAoC server

Tracing route to 193.252.123.33 over a maximum of 30 hops

1 8 ms 8 ms 8 ms 10.130.156.1
2 7 ms 9 ms 10 ms 10.130.156.1
3 8 ms 8 ms 7 ms cdif-t2cam1-a-v116.inet.ntl.com [62.254.254.9]
4 24 ms 7 ms 8 ms cdif-t2core-a-ge-wan83.inet.ntl.com [62.254.253.65]
5 11 ms 13 ms 12 ms bir-bb-a-so-220-0.inet.ntl.com [213.105.172.45]
6 13 ms 23 ms 12 ms man-bb-b-so-700-0.inet.ntl.com [62.253.185.134]
7 19 ms 21 ms 19 ms po6-0.mctbb1.manchester.opentransit.net [193.251.250.105]
8 20 ms 22 ms 23 ms po10-0.brsbb1.bristol.opentransit.net [193.251.242.133]
9 20 ms 21 ms 31 ms po8-0.loncr3.london.opentransit.net [193.251.243.37]
10 28 ms 27 ms 27 ms po1-0.pascr3.paris.opentransit.net [193.251.128.222]
11 26 ms 27 ms 27 ms po9-0.pascr1.paris.opentransit.net [193.251.129.61]
12 27 ms 26 ms 28 ms wanadooportails-1.gw.opentransit.net [193.251.251.54]
13 28 ms 27 ms 28 ms 193.252.122.14
14 28 ms 28 ms 26 ms 193.252.123.33

Trace complete.

I seem to be able to ping this server without much of a problem unless I ping with a 32k packet, at which point a get regular timeouts.

What I want to know is, is this enough information to conclude that it's the NTL modem and request a spanking new blue 250 I've heard so much about? Alternatively what more information do I need and is there any more tests I could run to narrow down the problem.
I'd appreciate any information or pointers you could provide as this problem keeps getting me killed in game

Talifer

---------- Post added at 20:53 ---------- Previous post was at 20:34 ----------

Just found the admin page for the modem so here's it's info

Type : Ambit ETH/USB Combo Cable Modem
Cable modem : Ambit Cable Modem
MAC address : xx:xx:xx:xx:xx:xx
IP address : xx.xx.xx.xx
Downstream Receive Power Level : -1.20 dBmv
Downstream SNR : 35.19 dB
Upstream Transmit Power Level : 43.00 dBmv

Downstream Lock : Locked
Downstream Frequency : 402750000 Hz
Downstream Modulation : 256 QAM
Downstream Receive Power Level : -1.29 dBmv
Downstream SNR : 35.46 dB

Upstream Frequency : 33600000 Hz
Upstream Transmit Power Level : 43.00 dBmv

Network Access : Enabled
Maximum Downstream Data Rate : 10240000 bps
Maximum Upstream Data Rate : 512000 bps
Maximum Number of CPEs : 1
Software Upgrade File Name : ntlhm120_ntl0002.cpr
Software Upgrade AdminStatus : allowProvisioningUpgrade
Software Upgrade OperStatus : completeFromProvisioning

[Chrysalis]

buying a new router especially a wireless and testing with that doesnt rule out the router sorry, the only way to rule it out is test with a direct conenction through your modem. If the symptons persist then get tech support to run their tests on your line it may well be you can get a 250 SACM and that will solve your problem.

[Talifer]

You're quite right, such things can never be ruled out, in the same way I cannot rule out that 4 PC aren't all having a strangely similar problem, but I can attempt to narrow down the plausibilities, which is what I'm trying to do at present before I draw a conclusion I can present to technical support. Since I'm guessing that's it's high bandwidth causing the problem, I'm also guessing that it's the fact I have 2-3 PCs running at the same time receiving similar traffic that causes the stall, therefore connecting a single PC might seem to solve the problem and point to the router but could in fact be a false positive result. So I guess what I need is a way to recreate this problem outside the game environment, this would probably entail driving my connection to it's limit, is there any test I can perform that would drive my connection at high speed for sustained periods? While I'm at it I could test the router if you know of any utility that will analyse the communication between 2 of my PCs across it?

The problem is, from the posts on this forum, I know that if I phone technical support with such a transient problem I will probably get fobbed off, the connection WILL work when they test the line and I'm sure they will not have the time or effort to delve much further so I believe I really need to understand the real problem in order to get it fixed. I'm sure technical support, and I know I, would have a much easier time if I could tell them exactly what the problem is rather than 'I lose connection from time to time' So I'm trying to get as much information as I can, to that end I'll see if I can get a direct connection and test that out.

Talifer

[iffy]

im no expert but i would try and just use ur 1 pc straight too the net like the other member said then try ur game,if u stopped gettin the lag then it aint the internet then the prob is else where.worth a try before u ring ntl up!! i used too be on 512k and got 25ping too 40 in game on the net ,now im on 10 mb and still get the same ping.so even if ur connection is droppin too say 512k ud still get a good ping i reckon .id check ur ping in game on diff servers and see wht happens ,if ur ping is going way too high like spiking then it could be ur connection droppin low,just a thought,

[riz250383]

bit of a long winded reply but its a weeks worth

hey m8 i am also a dark age of camelot player i am also having a problem playing the game atm but i think it is because of my connection supplied by NTL i have rang customer services many times over the last week while i have been experianceing them problems, i have been told many things by many advisors such as there is a problem in your area it should be resolved in 12-24 hours then call back the next day because it is still the same to be told there was never a problem in your area. i also got told that it may be a problem with my pc for example firewall antivirus or how my pc is configured, i recently thought about formating my pc's but as i look on this forum and may people accross the country appear to be haiving similar problems i thought it must be a problem with NTL. i have also taken out my router and have tried my connection direct to the SACM (Stand Alone Cable Modem) also to no avail although i think my problem is much worse than yours i appear to get high ping extremly often on my 3rd hop to the daoc server which makes the game unplayable as i have constant lagg and LD's.

as the lagg is intermittant to catch it doing trace routes in command prompt is a slim chance so i downloaded pingplotter which you can tell to tracerout every second if you like i likked the idea of the version you buy showing you a graph of when you get the lagg so i purchased it.

below is a traceroute i managed to catch in command prompt yesterday while on the phone to a CS advisor which i thought was appaling for a 10 meg connection esspecially still within the NTL network. but this has been essculated so i think i am on the verge of actullay getting somewhere with the customer support.

Tracing route to 193.252.123.33 over a maximum of 30 hops

1 10 ms 6 ms 8 ms 10.235.20.1
2 7 ms 8 ms 7 ms bagu-t2cam1-a-v129.inet.ntl.com [80.5.163.73]
3 40 ms 343 ms 320 ms bagu-t2core-a-ge-wan63.inet.ntl.com [80.5.161.17
]
4 10 ms 8 ms 8 ms man-bb-a-so-100-0.inet.ntl.com [62.253.188.25]
5 11 ms 6 ms 8 ms man-bb-b-ae0-0.inet.ntl.com [62.253.187.178]
6 8 ms 9 ms 16 ms po6-0.mctbb1.manchester.opentransit.net [193.251
.250.105]
7 19 ms 15 ms 18 ms po10-0.brsbb1.bristol.opentransit.net [193.251.2
42.133]
8 18 ms 16 ms 18 ms po8-0.loncr3.london.opentransit.net [193.251.243
.37]
9 51 ms 29 ms 43 ms po1-0.pascr3.paris.opentransit.net [193.251.128.
222]
10 30 ms 26 ms 28 ms po9-0.pascr1.paris.opentransit.net [193.251.129.
61]
11 30 ms 30 ms 30 ms wanadooportails-1.gw.opentransit.net [193.251.25
1.54]
12 28 ms 29 ms 30 ms 193.252.122.14
13 26 ms 32 ms 39 ms 193.252.123.33

Trace complete.

i also have a screen shot here of trace routes i performed while i was typeing this reply all i have running is the traceroute program and an internet explorer window, i am also using my router still as i found the problem was the same with or without it. also at the begining i noticed that red line means that i had no connection



p.s. good luck if you ring Customer services you gonna need it took me 3 rings before i actually got someone of any use, first one insisted i needed to ring the console line even tho i dont own a console apparently they specialise in online gameing, then the 2nd time after 30 mins on phone they basicly said as long as you can use the basic uses of your connection web brouseing and emails there is nothing ntl can do as they dont suuport gaming (yet they mention gaming in there adverts and also i found out they charge £5 to add a console to your account)

i am seriosly thinking about canceling

[Chrysalis]

You can test directly on the modem with multiple pc's by sharing on ICS over the pc connected to the modem.

That traceroute the lag didnt carry through after the hop so it may not be the cause of your problem.

[Talifer]

Well I finally worked out what the problem was and Chrysalis was right it was the router, I hooked up a laptop with ICS and the problem went away (although this was connecting the modem via USB which will reduce the speed anyway so could just mask the problem). It turns out I have 3 routers (I got a Belkin router since my last post ) that do not support 10MB on the WAN port, I bought a new router a Linksys WRT54G and this fixed my problem.

I did phone NTL tech support since I last posted and I have to say I'm extremely disappointed that they could not work this out from the information I provided. I explicitly pointed out to them (though I don't think I did in this thread) that the problem only seemed to have appeared since the 10MB upgrade. I'd run the ICS test by them and also pointed out that connecting a single machine did not have a problem (USB or ethernet) so the fault was always pointing at modem to router communication. It was their upgrade to 10MB that caused the problem surely they should have anticipated this? Or if not I'm sure they've had plenty of similar phone calls already yet the possible fault is not on the tech support script (Or else I got a very unhelpful operator).

Anyway I'll take the time to use the feedback form NTL provide for this, though I should also point out that the service I recieved from customer support was a pleasant surprise. The operator was friendly and helpful and I got absolutely no quibble about replacing my NTL modem, I asked for an upgrade they said fine (after a search through my records I believe ) and an engineer had been and upgraded it within 4 days. 2 out of 10 for tech support but 9 out of 10 for customer services.

Talifer

[Chrysalis]

well the normal ntl fault reporting should have picked it up since they always tell you to connect directly to the modem because they dont support routers.