Can network engineering look into this?

I have contacted Xfinity technical support multiple this week regarding an intermittent connection issue. Around 12pm - 4pm all of our devices experience first a slow down and then a connection without internet access. We use xfinity hardware, connected through coax (no splitter) from outside junction box to inside modem/router. We have tried updating the modem/router because the agent thought age might be an issue. This issue is now persisting even with the new hardware.

I have pinged xfinity.com from multiple computers with 100% packet loss. I have run a trace route to xfinity.com and it fails every time at hop 10. I believe the issue is with traffic running through a specific node or peer network. Tech support has been largely unsure how to resolve the issue, because when the router is restarted everything appears fine.

Here's the results of the various trace routes and pings I have performed today:

C:\Users\lizab>tracert google.com

Tracing route to google.com [2607:f8b0:4008:814::200e]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 2601:701:300:a7e0:d66c:6dff:fed0:8fa6
2 10 ms 11 ms 10 ms 2001:558:4092:16::1
3 11 ms 11 ms 10 ms po-302-1210-rur02.lakewales.fl.westfl.comcast.net [2001:558:2d2:6003::1]
4 13 ms 12 ms 12 ms po-2-rur01.lakewales.fl.westfl.comcast.net [2001:558:2d0:ff2f::1]
5 17 ms 17 ms 54 ms ae-45-ar03.venice.fl.westfl.comcast.net [2001:558:2d0:c01a::1]
6 30 ms 29 ms 27 ms be-33913-cs01.56marietta.ga.ibone.comcast.net [2001:558:3:2e4::1]
7 26 ms * * be-2113-pe13.56marietta.ga.ibone.comcast.net [2001:558:3:244::2]
8 26 ms 25 ms 25 ms 2001:559:0:16::56
9 25 ms 28 ms 28 ms 2607:f8b0:80de::1
10 26 ms 26 ms 27 ms 2001:4860:0:1::69ec
11 25 ms 25 ms 26 ms 2001:4860:0:1::8a4c
12 46 ms 41 ms 41 ms 2001:4860::c:4002:8e6c
13 38 ms 40 ms 40 ms 2001:4860::c:4002:510e
14 42 ms 39 ms 39 ms 2001:4860::9:4000:dd70
15 39 ms 41 ms 40 ms mia07s62-in-x0e.1e100.net [2607:f8b0:4008:814::200e]

Trace complete.

C:\Users\lizab>tracert xfinity.com

Tracing route to xfinity.com [2001:558:feed:dc:96:99:240:130]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2601:701:300:a7e0:d66c:6dff:fed0:8fa6
2 11 ms 9 ms 11 ms 2001:558:4092:16::1
3 11 ms 12 ms 11 ms po-302-1210-rur02.lakewales.fl.westfl.comcast.net [2001:558:2d2:6003::1]
4 12 ms 10 ms 10 ms po-2-rur01.lakewales.fl.westfl.comcast.net [2001:558:2d0:ff2f::1]
5 86 ms 27 ms 22 ms ae-45-ar03.venice.fl.westfl.comcast.net [2001:558:2d0:c01a::1]
6 28 ms 28 ms 132 ms be-33933-cs03.56marietta.ga.ibone.comcast.net [2001:558:3:2e6::1]
7 45 ms 43 ms 42 ms 2001:558:3:95a::2
8 41 ms 44 ms 39 ms et-3-36-1-sas01-d.ashburn.va.ndcasbn.comcast.net [2001:558:280:76d::2]
9 43 ms 42 ms 42 ms et-0-0-71-1-ss09b-d.ashburn.va.ndcasbn.comcast.net [2001:558:280:6c7::2]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\lizab>tracert xfinity.com

Tracing route to xfinity.com [2001:558:feed:dc:96:99:240:130]
over a maximum of 30 hops:

1 7 ms 2 ms 2 ms 2601:701:300:a7e0:d66c:6dff:fed0:8fa6
2 11 ms 11 ms 11 ms 2001:558:4092:16::1
3 13 ms 13 ms 17 ms po-302-1210-rur02.lakewales.fl.westfl.comcast.net [2001:558:2d2:6003::1]
4 11 ms 10 ms 10 ms po-2-rur01.lakewales.fl.westfl.comcast.net [2001:558:2d0:ff2f::1]
5 29 ms 20 ms 18 ms ae-45-ar03.venice.fl.westfl.comcast.net [2001:558:2d0:c01a::1]
6 28 ms 27 ms 27 ms be-33933-cs03.56marietta.ga.ibone.comcast.net [2001:558:3:2e6::1]
7 44 ms 55 ms 42 ms 2001:558:3:95a::2
8 42 ms 41 ms 39 ms et-3-36-1-sas01-d.ashburn.va.ndcasbn.comcast.net [2001:558:280:76d::2]
9 43 ms 45 ms 42 ms et-0-0-71-1-ss09b-d.ashburn.va.ndcasbn.comcast.net [2001:558:280:6c7::2]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\lizab>tracert google.com

Tracing route to google.com [2607:f8b0:4008:809::200e]
over a maximum of 30 hops:

1 332 ms 328 ms 248 ms 2601:701:300:a7e0:d66c:6dff:fed0:8fa6
2 38 ms 292 ms 293 ms 2001:558:4092:16::1
3 218 ms 200 ms 240 ms po-302-1210-rur02.lakewales.fl.westfl.comcast.net [2001:558:2d2:6003::1]
4 207 ms 226 ms 259 ms po-2-rur01.lakewales.fl.westfl.comcast.net [2001:558:2d0:ff2f::1]
5 241 ms 16 ms 19 ms ae-45-ar03.venice.fl.westfl.comcast.net [2001:558:2d0:c01a::1]
6 27 ms 40 ms 50 ms be-33913-cs01.56marietta.ga.ibone.comcast.net [2001:558:3:2e4::1]
7 68 ms 92 ms 131 ms be-2112-pe12.56marietta.ga.ibone.comcast.net [2001:558:3:6c::2]
8 99 ms 130 ms 132 ms 2001:559:0:80::9ea
9 127 ms 171 ms 133 ms 2607:f8b0:8220:c0::1
10 * * * Request timed out.
11 28 ms 28 ms 26 ms 2001:4860:0:1::41f4
12 64 ms 33 ms 27 ms 2001:4860::c:4002:751a
13 41 ms * * 2001:4860::c:4001:de13
14 40 ms 40 ms 39 ms 2001:4860::1:4000:fd89
15 39 ms 38 ms 43 ms 2001:4860:0:1::805f
16 40 ms 39 ms 39 ms 2001:4860:0:1::5beb
17 38 ms 38 ms 39 ms mia09s26-in-x0e.1e100.net [2607:f8b0:4008:809::200e]

Trace complete.

C:\Users\lizab>ping xfinity.com

Pinging xfinity.com [2001:558:feed:dc:96:99:240:130] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 2001:558:feed:dc:96:99:240:130:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\lizab>ping yahoo.com

Pinging yahoo.com [2001:4998:44:3507::8001] with 32 bytes of data:
Reply from 2001:4998:44:3507::8001: time=62ms
Reply from 2001:4998:44:3507::8001: time=63ms
Reply from 2001:4998:44:3507::8001: time=63ms
Reply from 2001:4998:44:3507::8001: time=62ms

Ping statistics for 2001:4998:44:3507::8001:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 62ms, Maximum = 63ms, Average = 62ms

C:\Users\lizab>ping connect.xfinity.com

Pinging connect2.ge.xfinity.com [2001:558:fc0a:3:f816:3eff:feda:d1cb] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 2001:558:fc0a:3:f816:3eff:feda:d1cb:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\lizab>ping google.com

Pinging google.com [2607:f8b0:4008:806::200e] with 32 bytes of data:
Reply from 2607:f8b0:4008:806::200e: time=41ms
Reply from 2607:f8b0:4008:806::200e: time=42ms
Reply from 2607:f8b0:4008:806::200e: time=42ms
Reply from 2607:f8b0:4008:806::200e: time=40ms

Ping statistics for 2607:f8b0:4008:806::200e:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 40ms, Maximum = 42ms, Average = 41ms

C:\Users\lizab>ping comcast.net

Pinging comcast.net [96.99.227.0] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 96.99.227.0:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\lizab>tracert yahoo.com

Tracing route to yahoo.com [2001:4998:44:3507::8001]
over a maximum of 30 hops:

1 2 ms 2 ms 3 ms 2601:701:300:a7e0:d66c:6dff:fed0:8fa6
2 11 ms 11 ms 14 ms 2001:558:4092:16::1
3 11 ms 11 ms 9 ms po-302-1210-rur02.lakewales.fl.westfl.comcast.net [2001:558:2d2:6003::1]
4 12 ms 11 ms 13 ms po-2-rur01.lakewales.fl.westfl.comcast.net [2001:558:2d0:ff2f::1]
5 16 ms 14 ms 14 ms ae-45-ar03.venice.fl.westfl.comcast.net [2001:558:2d0:c01a::1]
6 28 ms 30 ms 27 ms be-33933-cs03.56marietta.ga.ibone.comcast.net [2001:558:3:2e6::1]
7 30 ms 27 ms 24 ms be-2312-pe12.56marietta.ga.ibone.comcast.net [2001:558:3:6e::2]
8 29 ms 24 ms 27 ms 2001:1900:4:3::665
9 45 ms 45 ms 43 ms system.0.ear3.Dallas1.level3.net [2001:1900::3:160]
10 51 ms 47 ms 49 ms YAHOO-INC.ear3.Dallas1.Level3.net [2001:1900:2100::3dfa]
11 62 ms 68 ms 69 ms ae-13.pat1.dnx.yahoo.com [2001:4998:f00a:32::1]
12 76 ms 67 ms 68 ms ae-5.pat2.nez.yahoo.com [2001:4998:f000:201::]
13 64 ms 69 ms 78 ms 2001:4998:f000:1d::1
14 73 ms 74 ms 69 ms 2001:4998:47:d::1
15 74 ms 69 ms 72 ms 2001:4998:47:29::1
16 71 ms 69 ms 70 ms et27.usw2-1-lbd.ne1.yahoo.com [2001:4998:44:c427::1]
17 63 ms 64 ms 63 ms media-router-fp74.prod.media.vip.ne1.yahoo.com [2001:4998:44:3507::8001]

Trace complete.

C:\Users\lizab>tracert verizon.net

Tracing route to verizon.net [72.21.81.253]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 10.0.0.1
2 13 ms 12 ms 11 ms 96.120.98.29
3 13 ms 12 ms 12 ms po-302-1209-rur01.lakewales.fl.westfl.comcast.net [68.87.239.153]
4 21 ms 21 ms 17 ms ae-45-ar03.venice.fl.westfl.comcast.net [68.85.56.49]
5 29 ms 27 ms 27 ms be-33913-cs01.56marietta.ga.ibone.comcast.net [96.110.43.145]
6 27 ms 28 ms 26 ms be-2113-pe13.56marietta.ga.ibone.comcast.net [96.110.41.18]
7 28 ms 27 ms 25 ms 50.208.232.50
8 30 ms 26 ms 24 ms ae-66.core1.agc.edgecastcdn.net [152.195.81.145]
9 25 ms 25 ms 25 ms 72.21.81.253

Trace complete.

C:\Users\lizab>tracert xfinity.com

Tracing route to xfinity.com [2001:558:feed:dc:96:99:240:130]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2601:701:300:a7e0:d66c:6dff:fed0:8fa6
2 14 ms 11 ms 11 ms 2001:558:4092:16::1
3 11 ms 12 ms 11 ms po-302-1210-rur02.lakewales.fl.westfl.comcast.net [2001:558:2d2:6003::1]
4 13 ms 11 ms 10 ms po-2-rur01.lakewales.fl.westfl.comcast.net [2001:558:2d0:ff2f::1]
5 22 ms 15 ms 16 ms ae-45-ar03.venice.fl.westfl.comcast.net [2001:558:2d0:c01a::1]
6 35 ms 28 ms 26 ms be-33933-cs03.56marietta.ga.ibone.comcast.net [2001:558:3:2e6::1]
7 44 ms 42 ms 42 ms 2001:558:3:95a::2
8 40 ms 41 ms 41 ms et-3-36-1-sas01-d.ashburn.va.ndcasbn.comcast.net [2001:558:280:76d::2]
9 43 ms 42 ms 42 ms et-0-0-71-1-ss09b-d.ashburn.va.ndcasbn.comcast.net [2001:558:280:6c7::2]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Responses

XfinityKei

Official Employee

•

1.1K Messages

4 months ago

Hello @user_lf4gx9 Thanks for reaching out to our team about your connection concerns. Can you tell me more about what's going on when the connection slows down? Are you guys streaming, surfing, gaming etc.

How many total devices are connected to the internet during this time?

2

0

U

user_lf4gx9

2 Messages

5 devices, and it's more than a slow down. It's complete disruption on connectivity.

Like

Reply

4 months ago

0

XfinityAlyssaA

Official Employee

•

1.6K Messages

Oh, no @user_lf4gx9! We're sorry to hear it's a complete disruption in connectivity. As someone who relies on internet for work, I completely understand how frustrating and disruptive that can be, we apologize for the inconvenience and assure you that you've reached the right team to help get this resolved. We'd be happy to run through some troubleshooting steps and if needed, schedule an appointment with one of our expert technicians to investigate further. To get started, we'd like to run some diagnostics and check your network health. Can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

We look forward to working with you further and appreciate your time working with us.

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

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4 months ago

0

Your Home Network

user_lf4gx9

Can network engineering look into this?

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XfinityKei

user_lf4gx9

XfinityAlyssaA

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