2 Messages
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:
Microsoft Windows [Version 10.0.19045.4529]
(c) Microsoft Corporation. All rights reserved.
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.
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