Bad latency

francois66 · 2020-12-28T15:31:03+00:00

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francois66

Hi,

I experience sporadic bad latency (timeout or > 2000ms) from mac osx 11.1 connected to connect box in bridge mode (wifi/wire get same results)

That only occurs when Mac is connected from my home (upc/connect box 1Gb), other locations are ok.

That is only limited to the Mac, others home devices (Syno NAS for example) are fine.

64 bytes from 62.2.25.226: icmp_seq=19 ttl=59 time=27.238 ms
64 bytes from 62.2.25.226: icmp_seq=20 ttl=59 time=25.843 ms
Request timeout for icmp_seq 21
Request timeout for icmp_seq 22
64 bytes from 62.2.25.226: icmp_seq=23 ttl=59 time=33.105 ms
64 bytes from 62.2.25.226: icmp_seq=24 ttl=59 time=24.126 ms
64 bytes from 62.2.25.226: icmp_seq=25 ttl=59 time=22.863 ms
Request timeout for icmp_seq 26
Request timeout for icmp_seq 27
64 bytes from 62.2.25.226: icmp_seq=28 ttl=59 time=28.935 ms
64 bytes from 62.2.25.226: icmp_seq=29 ttl=59 time=26.202 ms
64 bytes from 62.2.25.226: icmp_seq=30 ttl=59 time=31.940 ms
64 bytes from 62.2.25.226: icmp_seq=31 ttl=59 time=26.042 ms
64 bytes from 62.2.25.226: icmp_seq=33 ttl=59 time=23.998 ms
64 bytes from 62.2.25.226: icmp_seq=34 ttl=59 time=21.497 ms
Request timeout for icmp_seq 35
Request timeout for icmp_seq 36
64 bytes from 62.2.25.226: icmp_seq=37 ttl=59 time=27.931 ms
64 bytes from 62.2.25.226: icmp_seq=38 ttl=59 time=61.739 ms

gw access is ok with < 10ms

Any clues appreciated.

francois66

I went back to bridge mode and communication is ok now.

I did not understand what’s really going on, but my issue seems to be fixed “magically”.

Thank you @Daniele_Sunrise

Daniele_Sunrise

@francois66 , You should check the settings of your router. For example, turn off QoS (Quality of Service), set the priority in the network for your devices higher.

You can also try this once:
- Set MTU value on the customer’s router (modem is in bridge mode) to 1380.
- Set MTU value, if possible, on the client to 1380 as well.

Greetings

Daniele

francois66

I changed to Router mode and the probleme seems to be fixed, but.

Bridge mode is needed, so I called support to investigate this issue, unfortunatly UPC don’t want to get into the matter, if that is bridge mode.

End of communication.

Very frustating

francois66

Can you push something from your side?

francois66

I already did that (not changed to router mode), but the support said there are nothing wrong in router. As the speed with cnlabtest est pretty good.

It is something very hard to have answers from there supprt side, that why I went to communities.

Daniele_Sunrise

@francois66 , In this case, please contact our technical support at 0800 66 88 66 for a more detailed analysis. Please try to connect your Mac directly to the modem and test it without Bridge Mode before contacting us.

Greetings
Daniele

francois66

Sorry my diagnostic was wrong, I get errors even in others device , in my case NAS Synology.

Due to the ping format, timeout are not displayed in this device, but we clearly see sequences are skipped.

- left, osx to hsi.upc.ch

- center osx to gw

- right sysno to hsi.upc.ch

Daniele_Sunrise

@francois66 , The signal quality of your modem is ok. You write that you have your error only on the MAC. I tend to think that it is your hardware (Mac). If you have security software in use, disable it once. Other than that, I don’t have any other solutions, but maybe someone in the community with a Mac?

Greetings
Daniele

Daniele_Sunrise

@francois66 , Welcome to the community.

Please send us your customer number, address and date of birth via private message. We will be happy to check the configuration of your modem.

Greetings
Daniele