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21 Messages

Sunday, November 27th, 2022 5:29 PM

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Constant Packet Loss for Several Years Now (Not Resolved)

Good afternoon, I've been getting packet loss on multiple devices, using both wireless and hard-wired LAN connections for several years now. I have replaced all my cables including both CAT6A and RG6, done factory resets, purchased a new router, tried different PCs,  rebooted the modem and router etc. I have followed all the telephone-support Comcast requests as well such as restarting modem etc. The problem is the same, constant consistent packet loss similar to what is shown below. Quite recently it has been around 5% (images from today). The last technician told me to buy a new modem, which I did, and the packet loss problem still exists (I've tried 4 modems). Packet loss always occurs and creates an intermittent connection. Someone please help! (I've had poor internet and packet loss for years)
Note: I live in Saint, Augustine FL if that helps.

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2 years ago

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CCChe

Official Employee

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6.9K Messages

2 years ago

Hello @comcast_please_help! We appreciate you for posting to the Xfinity Community Forum. Thank you for sharing your experience, screenshots, and the troubleshooting steps that you've taken thus far to see if there are any changes on your end. I'd like to check a few things on my end, like signals, noise on your line, or issues at the node that would be causing this. 

 

I've received your direct message. We will help you now, but in the future, we ask that they please remain patient until you are invited to direct message us. This ensures that you get responded to in an orderly fashion. Chat with you soon! 

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user_please_help

Visitor

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21 Messages

@XfinityChe​ The packet loss still continues, please help!...

(edited)

2 years ago

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XfinityArmand

Official Employee

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1.9K Messages

We are glad to assist in any way that we can @comcast_please_help.  Messages have been sent in response to your message to us.  Please feel free to shoot us a message there so that we can get to work on this for you.  😉

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

2 years ago

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user_please_help

Visitor

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@XfinityChe​ 4   My signal is timing out when it reaches Jacksonville Comast as shown below:

13 ms     *        *     ae-29-ar02.westside.fl.jacksvil.comcast.net [68.87.164.225]

2 years ago

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EG

Expert

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107.5K Messages

2 years ago

@comcast_please_help @XfinityChe 

Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_please_help

Visitor

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@EG​ I am still getting packet loss 1 month later and it is getting worse...

2 years ago

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user_please_help

Visitor

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21 Messages

2 years ago

Good afternoon, this is a followup for further help. I've been getting packet loss on multiple devices, using both wireless and hard-wired LAN connections for several years now. I have replaced all my cables including both CAT6A and RG6, done factory resets, purchased a new router, purchased new modems, tried different PCs,  rebooted the modem and router etc. I have followed all the telephone-support Comcast requests as well such as restarting modem etc. The problem is the same, constant consistent packet loss similar to what is shown below. Quite recently it has been around 5% (images from today). The last technician told me to buy a new modem, which I did, and the packet loss problem still exists (I've tried 4 modems). Packet loss always occurs and creates an intermittent connection. Someone please help! (I've had poor internet and packet loss for years)

Note: This comment was created from a merged conversation originally titled Packet Loss still continues....

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NoGoodNamesLeft4Me

Contributor

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72 Messages

2 years ago

I had not used the Packet Loss Test site before. Thanks for pointing that out; I've added it to my list of test tools.

For the first test, I left the default settings and tried the NJ and GA servers and had 0 packet loss on both. All packets to the GA server were considered "late." None of the packets to the NJ server were considered late. For the default settings, I believe that "late" is the setting  200 Milliseconds.

What settings were you using with the tool? The second image you posted appears to be the 1080p game stream setting. My results on that were:

Every packet was late, but none were lost. 
I'm in the northern VA area near Ashburn, VA. We have a lot of data centers nearby, so we have good Internet in the area.
TL;DR version: You results should be better than what you are seeing, IMO.

(edited)

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user_please_help

Visitor

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21 Messages

2 years ago

The packet loss has gotten much worse over the last month, below is one result from today. The packet loss has been routinely spiking every minute or so to over 20%+ as show in images above.

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XfinityArmand

Official Employee

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1.9K Messages

We are glad to assist with this in any way that we can.  So that we can work to get this taken care of, please feel free to shoot us a message. 😉

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

2 years ago

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user_please_help

Visitor

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21 Messages

2 years ago

Here is another example from today showing how bad it has gotten...

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XfinityArmand

Official Employee

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1.9K Messages

In order for us to assist in this matter fully, we are going to need for you to shoot us a message or respond to the message we are responding to so that we can get this issue addressed properly for you. Thanks!  We look forward to your private message response.  😉

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

2 years ago

0

NoGoodNamesLeft4Me

Contributor

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72 Messages

Can I just say, "Yikes!"? 14.6% loss - holy cow.

That sounds like a network congestion problem in your area that Xfinity needs to look into.

(edited)

2 years ago

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XfinityArmand

Official Employee

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1.9K Messages

That is always correct.  We will always encourage public posting because it may be beneficial to a reader who is going through a similar issue.  That type of public engagement is what makes this such a great tool to all of our Xfinity Family.  We also encourage replying to messages or instructions to message our team while we are working to have the issue resolved. While we encourage public engagement, we also encourage private engagement with the same urgency while we are working to make sure any issues you are having can be properly addressed and resolved. 

 

(I have also replied to your private message as well 😉)

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

2 years ago

0

user_please_help

Visitor

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21 Messages

2 years ago

@XfinityArmand​ "We ask that you post publicly so people with similar questions may benefit from the conversation."

Please respond publicly to thread as your statement above says...

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user_please_help

Visitor

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21 Messages

The problem location is shown by the timeouts (*) below. The signal times-out when it reaches jacksonville.comcast.net. This is the problem, NOT my equipment. 

2 years ago

0

user_please_help

Visitor

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21 Messages

2 years ago

Using trace route, my connection is timing out (shown by * below) when it reaches the Jacksonville Comcast location as shown below:

13 ms     *        *     ae-29-ar02.westside.fl.jacksvil.comcast.net [68.87.164.225]

The problem location is displayed above.

(edited)

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user_please_help

Visitor

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21 Messages

The problem location is shown below using Paint and Trace Route (why does Comcast mark this as private)?

2 years ago

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NoGoodNamesLeft4Me

Contributor

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72 Messages

That's not necessarily a problem. When the ping goes from your firewall to a server, all intermediate servers can add their statistics in the response. However, many servers on the Internet don't respond to ping requests. The * in that traceroute result indicates no response was received. It could still have been a lost packet, but it was most likely that the server didn't respond. (I have a public-facing server hosted at Linode that does not respond to pings. It's slightly more secure when hackers run port scans to see what IPs they can go after.) That said, it doesn't make sense for some of Comcast's nodes not to honor pings when other nodes do. It may be part of their mitigation against ping denial of service attacks.

It would be helpful if you tried a traceroute to the IP address or name of one of the gaming servers to which you are having issues staying connected. For example, the server IP shown in your first post.

I thought I would try Ping Plotter from my desktop to www.google.com to see what I would get. Note that Google has many geographically-located servers, so the server that responds to your ping request from FL won't be the same as the one I get to in VA. That makes comparing my results to yours less relevant. Even though I do not have issues gaming, something was a little off. My first ping plot was the following:

There are two servers along the path that seem to be having high packet loss. Since Ping Plotter could not resolve the IP to a name, it's unclear who owns that equipment. (It is, actually, but let's make believe it isn't for a second.) I went to the DomainTools website and entered 142.251.49.19. The result is 
IP Location United States United States Mountain View Google
ASN United States AS15169 GOOGLE, US (registered Mar 30, 2000)
Whois Server whois.arin.net
IP Address 142.251.49.19
NetRange:       142.250.0.0 - 142.251.255.255
CIDR:           142.250.0.0/15
NetName:        GOOGLE
NetHandle:      NET-142-250-0-0-1
Parent:         NET142 (NET-142-0-0-0-0)
NetType:        Direct Allocation
OriginAS:       AS15169
Organization:   Google LLC (GOGL)
RegDate:        2012-05-24
Updated:        2012-05-24

So Google owns the IP range from 142.250.0.0 - 142.251.255.255, so any IP address starting with 142.250.x.x or 142.251.x.x will be a Google-owned server. Apparently, a couple of them are having issues.

Interestingly, I left the plotter running, and a few minutes later, this was the result.

That is a textbook "good" traceroute plot. However, as I post this, the issues are back:
The thing is, this might be a normal Monday for Google. I don't know that I've ever plotted much of a traceroute to them. That's why running a traceroute to a specific game server's IP address would be much more relevant. Do you happen to have one?

(edited)

2 years ago

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