Heather D: Thank you, so what seems to be the problem today? openfly: Well latency is horrendous where I am openfly: and I am rarely getting the bandwidth throughput I signed up for openfly: traceroute is showing between 100-1000ms ping on every hop anywhere openfly: even within rr network openfly: also I am seeing massive arp traffic openfly: so much so that the cable modem activity lights stay active after I shut my machine off Heather D: We'll run some tests together to determine where the problem may be. First we need to know is there a firewall running? Also, is the computer connected directly to the cable modem? openfly: Directly firewall is currently off. openfly: I removed firewall for testing Heather D: Have you rebooted your modem and your computer since this started happening? To reboot your modem, you unplug it from the power for two full minutes, then plug it back into the power outlet. openfly: it' openfly: s been happening since installation 3 days ago I have rebooted and unplugged both openfly: and cold toggled openfly: i also have reinstalled the OS on the desktop i have been testing with openfly: so it's a fresh install openfly: plus updates of course Heather D: One of the files in the cache or cookies folder may be corrupted and contributing to this problem. In Internet Explorer click on Tools and select Internet Options. In the window that opens let's click on the Delete Files button, then put a check mark in the box and click on Ok. Once that is done, delete the cookies . If there is a button beside Delete Files (called Delete Cookies) click on that. When it pops up with a confirmation box, click the OK button. If that button is not there then let's click on Settings. In the settings window that pops up click on the View Files button near the bottom. In the new window click on Edit, Select All, and then click on File, Delete. Close that window, click OK, then click OK again. openfly: Heh that's not the problem at all openfly: Internet Explorer isn't even in the loop openfly: this is a network layer issue Heather D: What Browser do you use to browse the Internet? openfly: I use both internet explorer and firefox openfly: but this isn't an application issue openfly: i have been watching my traffic via ethereal Heather D: We need to do a speed test, and before that we need to clear the cache and cookies. Please follow the directions above. openfly: nothing is generating any extra traffic and traceroutes are still showing terrible latency openfly: the cache is clear it's a fresh install openfly: on both openfly: did it this afternoon Heather D: Please Clear both the Cache and the Cookies by following the above directions. openfly: done Heather D: Now please go to http://speedtest.rochester.rr.com/ and do the speed test download. What speeds are you getting? openfly: 1GB is coiming down at 299KB/s openfly: and dropping openfly: 286 now openfly: hovering around 290 openfly: let me know when I can stop grabbing this file. openfly: it's quite large Heather D: I see that you have not reset your Modem within the last day. Please reset your Modem by unplugging it from the power for two full minutes, then plug it back into the power outlet. Once all of the lights come back on solid, please Reboot the Computer. Once you have done this please come back into the technical chats with Ticket number 41544267 and we will troubleshoot with your Farther. Did you have any questions before doing this? openfly: yes why don't you actually pay attention to the things I tell you and respond accordingly instead of following a script that has no relevancy to the problem at hand? Heather D: I have read everything that you have told me, and before we can continue to Troubleshoot a slow browsing issue, which you are obviously getting, we need to have the modem freshly rebooted. As it is not, you need to reboot it before we can continue to Troubleshoot. openfly: It's not a slow browsing issue openfly: it's a latency issue openfly: it has nothing to do with browsing openfly: I spent 1:30 waiting to talk to a tech openfly: i don't want to restart the cable modem openfly: for no reason openfly: so i can wait another 1:30 openfly: when there is no indication you are going to be helpful Heather D: Slow browsing is what we call any issue that is a slow speed, high ping times/latency, or packet loss. openfly: that's a horrible choice of terminology. Heather D: So did you have any other questions before rebooting the modem? openfly: Why am I recieving arp traffic for what appears to be a significant portion of manhattan? Heather D: Arp is a command used to pull the MAC address of whatever hardware a Modem is connected to. If you are getting arp traffic it is traffic between the Modem and your Computer. openfly: Okay thanks, that was the funniest response I think I could have recieved I'll restart now and hope I get a different tech when I reenter the queue have a great night. Heather D: If you have no further issues that we can assist you with, you may end the chat session by clicking on the X button and a chat transcript will be displayed for you. Once again thank you for choosing Time Warner Cable Road Runner!