30%-70% packet loss

Hi,

I play an online video game and have been been getting kicked out of game with a disconnect error. I consulted with the customer support team of that game and they had me run WinMTR. The results of that show 30%-70% packet loss at 1601milehigh.co.ibone.comcast.net.

What can I do to fix my disconnecting from game?

Responses

U

user_3kloy8

7 Messages

1 year ago

I realize I forgot to add the things I have already done. I have contacted customer support via chat on the xfinity app and they ran the usually diagnostics including rebooting my hardware. They sent out a technician that verified that everything at my house was working as intended. The tech said they add notes to my account and sent an email with the info I showed them about packet loss.

8

0

XfinityFrank

Official Employee

•

1.3K Messages

Hello @user_3kloy8 ! Thanks for reaching out to us here on the Community Forum abut your packet loss issue. Is this only happening on the specific game in question or is it an issue overall on your connection with other games, streaming, browsing etc.?

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1 year ago

0

U

user_3kloy8

7 Messages

I have only tested it while playing this game. The tool I'm using requires an IP address for the tracking. I am able to get an IP address in game through a chat command. I could test other address if I knew how to get them.

Here is an example of the data, I edited the 1st couple and last few of the IP address.

WinMTR statistics

Host	%	Sent	Recv	Best	Avrg	Wrst	Last
0.0.0.0	1	12763	12760	1	2	389	49
0.0.0.0	0	12775	12775	8	11	203	45
po-320-346-rur402.arvada.co.denver.comcast.net	1	12767	12765	5	11	197	42
po-2-rur401.arvada.co.denver.comcast.net	1	12771	12770	7	11	388	55
po-400-xar01.arvada.co.denver.comcast.net	1	12767	12765	7	11	264	57
be-308-arsc1.denver.co.denver.comcast.net	1	12760	12756	9	13	308	56
be-36011-cs01.1601milehigh.co.ibone.comcast.net	59	3878	1614	9	13	249	42
be-1112-cr12.1601milehigh.co.ibone.comcast.net	1	12760	12756	9	13	256	51
be-301-cr12.dallas.tx.ibone.comcast.net	1	12757	12753	23	26	186	47
be-1212-cs02.dallas.tx.ibone.comcast.net	1	12768	12766	23	26	289	42
be-3211-pe11.1950stemmons.tx.ibone.comcast.net	1	12727	12714	23	26	257	72
0.0.0.0	1	12770	12769	23	28	214	54
0.0.0.0	1	12767	12765	23	28	279	70
0.0.0.0	1	12760	12757	23	28	388	87

1 year ago

0

XfinityFrank

Official Employee

•

1.3K Messages

@user_3kloy8 , thanks for that information. Could you let me know the game and the server you are testing to?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

U

user_3kloy8

7 Messages

@XfinityFrank

Guild Wars 2

In game I used the IP chat command to get 44.218.57.35 and WinMTR had the following. Edited out my first 2 hops again(not sure if I even need to do this)

edit: some of my saved reports have these IPs as the bottom 3, I tried to save them in 30min intervals while on one map.
23.30.207.150
54.239.105.99
176.32.125.157

WinMTR statistics

Host	%	Sent	Recv	Best	Avrg	Wrst	Last
0.0.0.0	0	63	63	1	1	8	2
0.0.0.0	0	63	63	8	14	21	11
po-320-346-rur402.arvada.co.denver.comcast.net	0	63	63	11	15	21	11
po-2-rur401.arvada.co.denver.comcast.net	0	63	63	9	14	20	11
po-400-xar01.arvada.co.denver.comcast.net	0	63	63	8	14	21	11
be-308-arsc1.denver.co.denver.comcast.net	0	63	63	11	18	130	13
be-36041-cs04.1601milehigh.co.ibone.comcast.net	36	25	16	11	13	20	11
be-1412-cr12.1601milehigh.co.ibone.comcast.net	0	63	63	10	14	20	17
be-303-cr12.dallas.tx.ibone.comcast.net	0	63	63	23	29	37	26
be-1412-cs04.dallas.tx.ibone.comcast.net	0	63	63	24	30	38	26
be-3401-pe01.1950stemmons.tx.ibone.comcast.net	0	63	63	24	30	38	27
23.30.207.150	0	63	63	24	27	40	24
No response from host	100	12	0	0	0	0	0
15.230.48.24	0	63	63	25	30	41	26

(edited)

1 year ago

0

XfinityBillie

Official Employee

•

3.4K Messages

@user_3kloy8 Are you able to test any other games to determine if it is just that particular server having this issue?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

BruceW

Gold Problem Solver

•

26.4K Messages

1 year ago

... 30%-70% packet loss at 1601milehigh.co.ibone.comcast.net. ...

The following hop received and replied to all of the trace packets and the trace program received all the replies, so the "loss" or "delay" at the intermediate hop is likely more apparent than real, and probably not significant. Please see https://www.dslreports.com/faq/14068.

Interpreting trace results is tricky. What appears to be "late" or is reported as "lost" could mean 1) the packet did not reach or was delayed in reaching that hop, or 2) the router at that hop didn't reply or was slow to reply, or 3) the reply from that hop didn't make it back or was delayed in making it back to the trace program.

The fact the hops past than one you are concerned about responded quickly indicates that the router at that address is doing its job: forwarding data packets. That means the router's occasional delay in or failure to respond to trace packets, while annoying, is most likely not actually slowing down data transfer. If it was we'd see high RTT values and/or packet loss in subsequent hops.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

1

Your Home Network

user_3kloy8

30%-70% packet loss

user_3kloy8

XfinityFrank

user_3kloy8

WinMTR statistics

XfinityFrank

user_3kloy8

WinMTR statistics

XfinityBillie

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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