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giftofgame
1st Topic

4 Messages

Friday, May 10th, 2024 5:18 AM

Closed

Case#[EDIT: Personal Information]

Because this is absolutely bogus that I cannot provide documentation or upload data to a case, I will show it here. I need this fixed asap as I have about had it with the instability of xfinity internet over the last month.

Usually between 10:00-11:59 PM EST I experience packet loss and extreme latency, almost every day. This has been happening for about a month now and I ran a continuous tracert tonight to googles dns 8.8.8.8 while it was happening, and you can clearly see the issue is outside of my home network. I will also provide the output here.
Doing tracert at Thu 05/09/2024, 23:47:41.03 
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  RT-AX58U-9568 [192.168.50.1]
  2    13 ms    20 ms    14 ms  10.60.208.195
  3     8 ms    12 ms    11 ms  po-304-322-rur902.indianapolis.in.indiana.comcast.net [96.110.168.217]
  4    36 ms    13 ms    11 ms  po-26-xar02.indianapolis.in.indiana.comcast.net [96.108.122.13]
  5     *       41 ms    11 ms  be-52-rar01.kokomo.in.indiana.comcast.net [96.108.122.93]
  6    55 ms    20 ms    18 ms  be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  7    34 ms    39 ms    30 ms  c-50-171-101-230.unallocated.comcastbusiness.net [50.171.101.230]
  8    21 ms     *       63 ms  142.250.210.51
  9     *       43 ms     *     142.251.60.211
 10    18 ms     *       18 ms  dns.google [8.8.8.8]
Trace complete.
Doing tracert at Thu 05/09/2024, 23:48:22.43
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  RT-AX58U-9568 [192.168.50.1]
  2    18 ms     *        *     10.60.208.195
  3     *       22 ms    10 ms  po-304-322-rur902.indianapolis.in.indiana.comcast.net [96.110.168.217]
  4     *       11 ms     8 ms  po-26-xar02.indianapolis.in.indiana.comcast.net [96.108.122.13]
  5    14 ms    11 ms    12 ms  be-52-rar01.kokomo.in.indiana.comcast.net [96.108.122.93]
  6    45 ms     *       39 ms  be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  7    18 ms    16 ms    17 ms  c-50-171-101-230.unallocated.comcastbusiness.net [50.171.101.230]
  8     *       18 ms    17 ms  142.250.210.51
  9    21 ms     *       18 ms  142.251.60.211
 10    19 ms    54 ms    22 ms  dns.google [8.8.8.8]
Trace complete.
Doing tracert at Thu 05/09/2024, 23:49:13.12
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  RT-AX58U-9568 [192.168.50.1]
  2    12 ms    23 ms    54 ms  10.60.208.195
  3     9 ms    11 ms    13 ms  po-304-322-rur902.indianapolis.in.indiana.comcast.net [96.110.168.217]
  4    10 ms    11 ms    11 ms  po-26-xar02.indianapolis.in.indiana.comcast.net [96.108.122.13]
  5    15 ms    11 ms    11 ms  be-52-rar01.kokomo.in.indiana.comcast.net [96.108.122.93]
  6    19 ms    16 ms    19 ms  be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  7    18 ms    19 ms    24 ms  c-50-171-101-230.unallocated.comcastbusiness.net [50.171.101.230]
  8    20 ms    17 ms    23 ms  142.250.210.51
  9    19 ms    19 ms    18 ms  142.251.60.211
 10    19 ms    24 ms    23 ms  dns.google [8.8.8.8]
Trace complete.
Doing tracert at Thu 05/09/2024, 23:49:36.15
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  RT-AX58U-9568 [192.168.50.1]
  2    16 ms    10 ms    14 ms  10.60.208.195
  3    14 ms    12 ms    11 ms  po-304-322-rur902.indianapolis.in.indiana.comcast.net [96.110.168.217]
  4    15 ms    12 ms    11 ms  po-26-xar02.indianapolis.in.indiana.comcast.net [96.108.122.13]
  5    16 ms    12 ms    11 ms  be-52-rar01.kokomo.in.indiana.comcast.net [96.108.122.93]
  6    17 ms    21 ms    18 ms  be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  7    22 ms    21 ms    23 ms  c-50-171-101-230.unallocated.comcastbusiness.net [50.171.101.230]
  8    22 ms    24 ms    24 ms  142.250.210.51
  9    17 ms    17 ms    20 ms  142.251.60.211
 10    18 ms    17 ms    20 ms  dns.google [8.8.8.8]
Trace complete.
Doing tracert at Thu 05/09/2024, 23:49:59.21
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  RT-AX58U-9568 [192.168.50.1]
  2    13 ms    20 ms    14 ms  10.60.208.195
  3    11 ms     8 ms    14 ms  po-304-322-rur902.indianapolis.in.indiana.comcast.net [96.110.168.217]
  4    19 ms     9 ms     9 ms  po-26-xar02.indianapolis.in.indiana.comcast.net [96.108.122.13]
  5    10 ms     9 ms     9 ms  be-52-rar01.kokomo.in.indiana.comcast.net [96.108.122.93]
  6    16 ms    15 ms    15 ms  be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  7    18 ms    23 ms    17 ms  c-50-171-101-230.unallocated.comcastbusiness.net [50.171.101.230]
  8    17 ms    17 ms    17 ms  142.250.210.51
  9     *       17 ms    23 ms  142.251.60.211
 10    18 ms    24 ms    23 ms  dns.google [8.8.8.8]
Trace complete.
Doing tracert at Thu 05/09/2024, 23:50:26.06
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  RT-AX58U-9568 [192.168.50.1]
  2    22 ms    24 ms    14 ms  10.60.208.195
  3     8 ms    12 ms    11 ms  po-304-322-rur902.indianapolis.in.indiana.comcast.net [96.110.168.217]
  4    13 ms    11 ms    12 ms  po-26-xar02.indianapolis.in.indiana.comcast.net [96.108.122.13]
  5    14 ms    11 ms    12 ms  be-52-rar01.kokomo.in.indiana.comcast.net [96.108.122.93]
  6    22 ms    23 ms    17 ms  be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  7    25 ms    23 ms    23 ms  c-50-171-101-230.unallocated.comcastbusiness.net [50.171.101.230]
  8    22 ms    22 ms    20 ms  142.250.210.51
  9    18 ms    50 ms    39 ms  142.251.60.211
 10    56 ms    31 ms    21 ms  dns.google [8.8.8.8]
Trace complete.
Doing tracert at Thu 05/09/2024, 23:50:49.27
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  RT-AX58U-9568 [192.168.50.1]
  2     *       22 ms    50 ms  10.60.208.195
  3    52 ms    58 ms     *     po-304-322-rur902.indianapolis.in.indiana.comcast.net [96.110.168.217]
  4     *       86 ms    90 ms  po-26-xar02.indianapolis.in.indiana.comcast.net [96.108.122.13]
  5    16 ms    49 ms     *     be-52-rar01.kokomo.in.indiana.comcast.net [96.108.122.93]
  6    20 ms    48 ms     *     be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  7     *        *       55 ms  c-50-171-101-230.unallocated.comcastbusiness.net [50.171.101.230]
  8   102 ms     *       34 ms  142.250.210.51
  9    29 ms    18 ms    16 ms  142.251.60.211
 10    19 ms    44 ms     *     dns.google [8.8.8.8]
 11    22 ms    21 ms    22 ms  dns.google [8.8.8.8]
Trace complete.
This needs to get resolved or I will be switching providers. I work from home, and this CANNOT be happening any longer. Feel free to look up the ticket number and contact me.
Thanks

Question

 • 

Updated 

11 months ago

 • Edited

70

1

0

XfinityRaul

Official Employee

 • 

1.9K Messages

1 year ago

Hello, @giftofgame. Thank you for informing us about the packet loss and latency issues you've been experiencing lately. I understand this issue appears to be outside your network but have you by any chance completed any troubleshooting steps on your own? Have you attempted to use the Xfinity app to reset the modem? How about a power cycle, have you tried that?

5

0

giftofgame

4 Messages

If I had the brains to write a continuous tracert script, you dont think I would have “turned things off and back on again”? Yes. Of course I have. You really think thats going to solve things? How about we get someone who can truly monitor and troubleshoot this issue from Xfinitys end during the times I reported above. I pay for this service.

1 year ago

0

XfinityFrank

Official Employee

 • 

1.3K Messages

@giftofgame, we don't want to assume anyone's level of knowledge. We are here to troubleshoot and support and certainly, going with the basics to start is part of the process. Thanks for letting us know you did go through those steps. We would like to take a further look.

Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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

giftofgame

4 Messages

@XfinityFrank​ Well, riddle me that. Had a tech out who ran line tests and there's an issue between my house and the pole. As indicated by the simple traceroute. Kinda crazy a customer has to do all this work to get someone who actually knows what they are doing to come out and check things. This was such a terrible experience. And since then, it's a 3 week wait to get it fixed. This is just insane and unfair. Why am I paying full price for a service that is so bad at times it doesn't work at all? 

1 year ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

 

giftofgame, Thanks for reaching back out to share these details. As a paying subscriber myself, I understand the importance of paying for service and to receive exceptional service in return. I am sorry to learn about this experience and that we have made you feel this way. At Comcast, we strive to ensure that you receive the services that you pay for. What I would like to do from here is follow up with you in 3 weeks to credit you for the services charged while down once the services are working correctly. How does this sound?

 

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

XfinityGabriel

Official Employee

 • 

2.2K Messages

 

giftofgame, Hi there! I just wanted to check back in with you today as promised to see how the services are working.

 

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

11 months ago

0

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