[ale] Slightly OT: Reasonable Latency with Comcast Business

[neal at mnopltd.com]

Thanks for the reply.

I just got off the phone with Comcast.   To my delight it only took 12 
minutes total.

Their criteria is, they don't get concerned until:

  	* Packets get lost;
  	* Latency exceeds 100ms.

To which I can only say, wow.

Comcast tech also says I should reboot their router.  (uptime over 140 
days.)

My bet is the Ubiquiti router has much tighter assumptions.    Next I 
need to ask them precisely what their criteria is for concluding 
disconnection.

regards,

Neal

On 2024-11-14 10:56, Derek Atkins wrote:

> Hi Neal,
> 
> I ditto what James says (and was going to say the same thing).  Take a
> laptop that you KNOW can handle 1Gb, to be sure it's not a laptop
> limitation, and then plug into the router to be sure you can show the
> issue from their CPE.  Showing it from the Ubiquiti equipment is not
> sufficient.
> 
> Also, it helps if you can have a tech on the phone while the problem is
> occurring.  I used to have Comcast Biz and would lose network every 
> time
> there was a neighborhood power outage.  It took a 3hr outage during the
> day and me calling just as the outage stopped for them to find the node
> with the bad battery.
> 
> So back to your issue.  It looks like it could be a network drop, a 
> DHCP
> renew that takes too long, or possibly even an upstream issue with
> Comcast.
> 
> Expect to spend time trying to reproduce it, especially if it's 
> something
> that isn't reliably reproducible.  You might also want to look at
> potential buffer bloat, and also explore the possibility of NAT Table
> overload.
> 
> Having said that, the RTT you see (17ms) is reasonable for a cablemodem
> plant.
> 
> -derek
> 
> On Thu, November 14, 2024 10:41 am, James Taylor via Ale wrote: My 
> experience with Comcast Business says that the you need to spend time
> in the furnace room.
> They are going to test from their router and if you don't show the 
> problem
> there, they are unlikely (i.e. - never) to look further.
> -jt
> 
> James Taylor
> 678-697-9420
> james.taylor at eastcobbgroup.com
> 
> Neal Rhodes via Ale <ale at ale.org> 11/14/2024, 10:36 AM >>>
  This feels like a classic three party finger pointing exercise, and I'm
doing a bit of research before we jump in.

A couple of years ago, our church put in a sophisticated (at least by MY
Measure) Ubiquity Unifi Mesh network, mostly to support security camera
for the community pre-school.

The core is a UDM Pro router, feeding all Ubiquiti stuff.

And it has run totally steady.

Here's the rub: Now that the "Last Guy That Touched it" moved to
Florida, I'm getting multiple alerts per day to the effect of:

* Your primary internet Comcast Business was disconnected and has been
restored multiple times in last 24h. If this persists, please try
restarting your ISP Modem.
* Primary internet is experiencing high latency. Please restart the
modem or contact the ISP if this persists.

Aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaand, nobody complains. Occasionally,
I will see Zoom meetings from home where the church participants go
really fuzzy and blocky, like Zoom has downshifted their resolution.

Apparently it measures ping time to Ping.UI.Com to decide this.

The Unifi Console reports the Comcast Business router as providing
typical 14ms latency. With the occasional spike to 45ms.

When I ping that address from my Uverse internet from home, I'm seeing
consistently results from 7ms to 10ms.

I don't know whether to ask Ubiquiti about raising their thresholds, or
Nag Comcast about their performance. I guess I could ask Ubiquiti
precisely what does "Internet Disconnected" mean?

My personal experience with Business Comcast in the past has been.......
not impressive. Usually, a service call just makes it worse. Is
Comcast going to take my report from Ubiquiti seriously? Or tell me to
pound sand? What additional evidence need I present?

Yes, I could spend a quality hour in the furnace room, with a notebook
connected to the LAN side of the Comcast router, (the only way I can
talk to it) and see what I can see.

I suppose I could just call Comcast, and give up another hour of my life
to try and talk to someone with a clue.

regards,

Neal
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