10.61.x.y IP -- My Equipment or Xfinity's?

@user_ce4c55​ Interesting. I can't claim to know what NATTING the WAN means, but a phrase "CG-NAT" came up in this post about a similar issue in Colorado after enhancements were done. I notice he mentions IPv6, I don't believe I have IPv6 tho I have the option to on my router. One of the responders to my reddit post also mentions IPv6. I wish I understood this stuff better because, hey, if that can resolve the issue, great.

@user_ce4c55​ any update on your end?

After many (way too many) calls w/"Advanced Tech support"  no resolution. "We are making enhancements on the network and it will resolve your issue" - come and gone - issue is still here. Nothing else I can do. At this point if you want fast -= "Burstable" internet - keep comcast for downloading - for anything that requires a CONSTANT and RELIABLE connection - drop Comcast. I am done playing the ping pong game they call "support" literally spent hours on the phone, waited for "Advanced Tech Support" to call me back - only to receive a text saying they tried scheduling a call and apologize for the issue, but they were unable to schedule a call and to call (the number provided) to discuss the issue. Silly me thought the number would have been the "Advanced Tech Support" - NOPE - went back to square one with that call - only to be more frustrated with the level ONE people - AGAIN. The techs they send out - limited knowledge, all they do is measure strength and do a speed test (back to Comcast) - "looks like the speed is 900mbps - all good). They don't look at reliability only snapshots of a "speedtest" back to their offices. Gee thanks! I am hoping some other carrier offers fiber soon in my area, I will by jumping at that.   

@user_ce4c55​ sorry to hear that. Only the maintenance people can see longer term data, like snr over time, so yea, it's super frustrating how much gatekeeping there is to communicate with them. You should at least get credit for this time!

@XfinityBrianW​ Hi there, 10/19 was when I had that great technician out who helped as much as he could. 10/20 I continued to have complete disconnects/frame drops during streaming. Ironically/absurdly, each of my test streams on 10/21 and 10/22 had no complete disconnects and barely any bitrate drops... Of course when I finally learned how to use ping plotter and analyze the modem info, I am not seeing the complete disconnects. I do still have some latency spikes, though not nearly as frequent or as severe as from 10/3 to 10/20. Around the time of these 10/21 and 10/22 latency spikes, I often see a T3 Timeout on the modem event log, but not corresponding super well (tho those T3 Timeouts do happen a bit more often than I'd like...) Hopefully the problem is fixed, whatever it was, but I do notice the latency spikes still seem tied to the 10.61.x.x device and in case the complete disconnects start again, we might as well continue this conversation.

I finally figured out how to connect directly to the modem. Even though I had no complete disconnects from my stream either of these 2 ping plots, the latency spikes seems focused on that 10.61.153.2 both when I am hooked to the router by ethernet and when I am hooked to the modem by ethernet. What is this 10.61.x.x device??? 

This was today when hooked directly to the modem. I just did it briefly. This evening, during the times I used to stream and when I most often had complete disconnects, I plan to do a test stream and will update accordingly if have a complete disconnect. Any idea what this 10.61.x.x device is, and if it relates to the last 3 weeks of disconnects? I'm just praying I don't get disconnected anymore and hopefully, can just call Xfinity and let them know whatever the tech did must have helped.... even tho it took a day to take effect? Lol. Oh, technology.

@XfinityBrianW​ And in case it helps at all, I don't understand Wireshark at all but I do enjoy learning this stuff (tho not while having COVID! and without income from my streaming, ugh), here is a screenshot from the 10-20 stream disconnect, the day after the tech replaced some outdoor stuff, the stream disconnect was right at 19:17:00. Here is wireshark filtered for malformed packets, none correspond directly with the disconnect but seem to maybe "build up" to it (?) 

@XfinityBrianW​ Yes, see above: the first ping plotter screenshot is hooked to the router; the second ping plotter screenshot is hooked directly to the modem today.

Edit: Based on the info above, is it that the 10.61.153.2 is my modem IP? odd because I access it by going to a 192.168 IP . Also odd because the disconnects/latency spikes have been happening since the enhancement work late September, and I have even bought a new modem since then trying to troubleshoot. All this is so confusing to me ha. Any info, advice, or insights would be appreciated.

Thank you for posting those results! We would love to take a further look into your signal levels on our end. Please send us a private Direct Message to best assist you. 

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@XfinityBrianW​ I did it for a bit longer here. Still, no full disconnects or serious latency spikes like I had seen up through 10/20. BUT, I am still curious/perplexed why one of the more significant latency jumps would be the first hop? Any potential reasons for this? I've used 2 different ethernet cords, 2 different computers, 2 different modems... 

I am sorry, but I don't have a definitive answer for you. If you experience additional connection issues please reach out so that we can troubleshoot your connection with you. 

@XfinityChristy​ Okay, next time that my stream (my livelihood!) cuts out, I will follow the steps above to direct message to see what y'all see on y'all's end. 

But like the user above, I am still confused about this 10.61.153.2 device. I've eliminated the possibility of it being my router and, I believe tho I'm not positive, of it being my modem. I checked the cable from the DMARC to my modem, and there were no splitters, boosters, amplifiers, or other devices. So, is there any info on these 10.61.x.x devices that seem to be run by Xfinity that are appearing on people's tracereoutes?

And if it does have something to do with IPv4 exhaustion/CG-NAT, what are the steps for me to utilize IPv6 instead? Let me know if that's something I have to do with my router and I will research accordingly. Thanks!

@jasongil​ Currently, I am running a test stream for the next ~6 hours (my next scheduled professional stream is tomorrow night, so I just wanna make sure that, somehow, the connectivity issue has gone away. fingers crossed) . But as soon as that's done, either tonight or tomorrow, I will get you that info!

If I recall correctly, the IP addresses were definitely different, the one on ipconfig was a 192.168 IP while the one on whatismyip was a public IP Address. However, I didn't try either specifically when connected directly to the modem (right now, I'm connected back to the router), so I will let you know when I can for your curiosity! Ha.

Edit: Next day, sorry I still haven't had time to do this. I had to take more sick time so I could be home for the technicians, and we were troubleshooting for hours. I'll get this info tomorrow hopefully

@jasongil​ The IP addresses matched! The only somewhat odd, though not really, thing was that I got an IPv6 Address (but that makes sense cuz I have IPv6 turned off on my router, after all this is figured out I hope to configure IPv6). Both types of IP Addresses matched between ipconfig and whatismyip , though

If you were behind some sort of NAT (Xfinity or otherwise), the IPs would have been different. Since they're identical, you're not. I'd imagine that a traceroute when directly connected wouldn't include that mysterious 10.61.153.2 hop.

Since connecting directly to your cable modem results in a publicly routable IP, it seems to me something fishy is happening on whatever equipment you typically have between your computer and cable modem (router, switch, etc).

@user_0ef58c​ wrote;

The IP addresses matched! 

For curiosity. What were those IP addresses ?

@jasongil​ Oh I'm sorry, I worded that poorly. First of all, when I plug directly into the modem, there is still the 10.61.153.2 hop. In fact, here's a ping plotter of a trace route when hooked directly to the modem

@xsandos​ wrote:

Regarding the IP, that's probably the public IP provided to you by xfinity.  

FWIW, one's public IP addy does not show up in a traceroute. The first hop after one's network is the WAN default gateway / CMTS.

@BruceW​ any theories on what's going on with my extra private IP hop and whether it could relate to the T3 Timeouts? Still waiting to hear back from the tech supervisor who was supposedly opening a maintenance ticket. Quite confused how no one at Xfinity knows what it is nor can they clarify what work does in September besides preparing for fiber optic, no matter how much I ask them to escalate it to someone who would know. Knowing what the 10.61.153.2 and 10.61.153.3 hops are, and whether they related to the connectivity issues, would be super helpful when I do hear back from them.

And @xsandos , that's interesting. I don't believe I've noticed ddos or high data usage (tho my data usage is unusually high because I've been test streaming and ping plotting so much lol). I appreciate the suggestion but as Bruce mentioned, I have narrowed it down to for sure being something outside of my house yet somehow part of my internal network. Seems latency issues start there and possibly, the t3 timeouts too

@BruceW​ Thanks for the info, was not aware of that.

@user_0ef58c​ When you connect directly to your modem and check ipconfig, what do you get?  I see above that you mentioned checking ipconfig with your router but didn't see mention of checking while directly connected to your modem.  Just to for sure rule out that 10.x.y.z from your network.

(also noticed someone had already told you to check whatsmyip.  I need to read more before I comment sometimes, lol)  

@xsandos​ You're good. I appreciate the ideas, regardless. Interesting--I swear I did ipconfig directly connected to modem, but apparently I only confirmed there is still an odd amount of latency for a first Hop to 10.61.153.3 (which unfortunately, I now have re-confirmed) and, sadly, I have confirmed I still get the T3 timeouts (tho I am going to run some tests tonight to see if anything has changed).

What I find interesting is, I do get an IPv6 Address when hooked directly to the modem (which makes sense, because I have IPv6 currently disabled on the router because I wasn't sure the right settings and first wanted to solve this current issue before I move on to figuring out IPv6). I confirmed that it is a Comcast IPv6 Address. The listed IPv4 Address also is Comcast. I see no mention of a 10.61.x.x device at all in the ipconfig or ipconfig /all while hooked directly to the modem: biggest change is having IPv6. I did run a ping plotter and confirmed, again, that I still have the 10.61.153.3 Hop with abnormally high latency when hooked directly to modem.

I also notice that, today, the Lease is only for an hour at a time. I'm pretty sure that's more so because Maintenance now is aware of the issue and should be doing work related to it. So I figure that's normal when they're doing work. Just something to note. Because I know for sure when the technicians were out last time, the Lease was a more usual amount of time--not just an hour.

@user_0ef58c​ Glad you checked again, [Edited: Language] that didn't solve the IP mystery.  

On my end things are more strange too.  I had a tech visit scheduled for Thursday (which would cost $100 if they didn't find anything).  On Wednes morning suddenly, after just over a month of 2x usage, my data usage reported by Xfinity went back to normal and has been normal since, matching what my netgear reports.  I postponed the tech visit to next week and have not received a response yet if they "fixed" anything wednesday morning.  Kinda feels like a scam.  I'm already over 1600Gb for the month so going to owe like $70 extra, plus the tech visit charge if I had kept it.  Also getting a bunch of automated calls from them, "to avoid your tech visit please use our xFi gateway and sign up for unlimited data". 

My modem/router is still reporting timeouts though but no weird IPs.  Even though our issues are different, seems like the common cause behind it is to do with them upgrading their services.  I'll keep checking back here to see what updates you post.  Have a good one!   

@BruceW​ as soon as I am home, I will confirm this, but if I recall correctly, yes the public IP address was associated with Comcast. I will double-check when home, though--thanks!

@BruceW  My public IP Address is indeed assigned to Comcast. Whois/Arin is interesting! It says the Net Type is Reassigned, and I see that they have a phone number and email for Routing ( [Edited: "Personal Information"] ). I wonder if they could potentially know more about this 10.61.153.2 device (tho I still have no clue if it's even the source of the issue or, instead, it's a line to it/from it). Supposedly Maintenance should be out within the next couple days. I'll keep y'all updated.

@user_0ef58c​ wrote;

Finally, he did say he knew what the 10.61.153.x devices were, that they have to do with how my account is set up (?), But that he couldn't share more than that... 

Not understanding that comment. It's a physical device that operates at layer 3. Can't see how that relates to an "account setup".....

@EG​ Yea, I am confused by that too. He simply said it has to do with my account... Odd... Plus, today he said he was going to come out and try to figure out the packet loss he noticed, and look into how the September work relates to all this. But my husband said he didn't see Xfinity come today, and I tried calling the maintenance guy. No update yet..  It does look like a bunch of tests and whatnot have been done today cuz my modem and router logs are all over the place. Nonetheless, still seeing frequent T3 Timeouts. Gonna stream tonight, hopefully I get lucky and don't have too many stream drops..

@user_0ef58c​ Argh, I hate to say I still had cutouts today (at about 1:58 P.M. and 2:00 P.M.) despite not having a T3 Timeout since 9:46 A.M. Disappointed to see this. There never was a strong correlation between the T3 Timeouts and the stream drops (the only for-sure/strong correlation has been the work on September 28/29 and the stream drops starting since then), but I was hoping that with fewer T3 Timeouts lately (down to about 1 a day, sometimes even 1 every 2 days... used to be multiple an hour ha) meant the streams would have no issues.

Hopefully the T3 Timeouts will continue to be rarer, and now we just tackle how the September work changed the routing, the node's performance, or something that causes these stream drops. Argh! I was getting so excited and ready to start streaming more again and focus on building my community again. I guess it's back to only the scheduled 30 minute streams again :(

@user_0ef58c​ I have asked for someone from maintenance/line/network to contacg me. Instead, I continue to get spam calls trying to claim technicians have identified and resolved the issue. Why do y'all think that's an effective means of customer service? It's a blatant attempt to cancel a needed appointment: what do y'all gain from that? At 6 PM last night I received a call from y'all and answered it, hoping it'd stop the spam calls. Instead of being a maintenance worker it was someone from "advanced tech" (y'all's outsourced tech support), well silence first for 30 seconds, claiming she ran diagnostics and the problem is fixed and to cancel the appointment. I very clearly said I still need the appointment, so I pray that did not get canceled. Ironically, I had one of the worst internet performances last night: the T3 timeouts have become more common again, and I had 3 cutouts in just 30 minutes of streaming. 

It is a very poor customer service tactic to spam call your customers and to try to cancel appointments with lies.