Contributor
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17 Messages
Could a Network Engineer look into this please?
We've been experiencing extremely high latency for the last one week to ten days. Yesterday was the worst.
I went to the local Xfinity store and they opened a ticket in their system. An hour later I received a recorded message that the issue I had reported had been fixed. I rechecked the latency and things had gone back to almost normal but not 100%.
Now this morning we're finding the issue back at square one.
Below is the current latency status. It speaks for itself. The switch at line #3 was apparently rebooted yesterday but is back in trouble again. Looks that the switch has gone bad and needs to be replaced. If this is a cluster switch it probably is affecting a big swath of connected devices.
I'm submitting a redacted output. Location is Aurora, CO. Please contact me if you need the entire output.
Thanks
Ahmed
kmdenver
Contributor
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17 Messages
3 years ago
Latency Update
Below is the situation with latency as of about half hour ago. The device at 3rd hop seems to be in trouble again. The situation is expected to get worse until the Internet becomes inaccessible in a few hours. During the week my work VPN stops working and I'm unable to work.
I've had no response so far. Is there anyone at Xfinity who can say if this issue will be addressed for a permanent fix, and when?
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BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
That's apparent at the very first Comcast hop, suggesting there is a problem with your connection to Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home.
Note that it isn't necessary to redact trace routes. They contain no personal information, and blocking out addresses and hostnames deprives those of us trying to help of useful information.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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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kmdenver
Contributor
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17 Messages
3 years ago
Thanks for the feedback @BruceW.
A very professional Xfinity technician came out today and worked on checking everything at my end. He upgraded splitters, ran all tests to check the cabling from the ARRIS modem to the junction box, checked out connections at that box. Did not find anything he could put his finger on.
Traces were good after he spent close to an hour and half and put everything back together. Now an hour plus later here are the numbers:
(Re: redacting. I was not sure so was just wanting to err on the side of caution. And have taken my Edge Router out of the mix to simplify)
1 1 ms 1 ms 3 ms 192.168.0.1
2 10 ms 11 ms 11 ms cm-1-acr06.aurora.co.denver.comcast.net [96.120.12.209]
3 14 ms 11 ms 11 ms 96.110.247.201
4 10 ms 11 ms 12 ms ae-2-rur201.aurora.co.denver.comcast.net [68.86.104.117]
5 11 ms 11 ms 10 ms ae-4-ar01.denver.co.denver.comcast.net [68.86.128.241]
6 12 ms 12 ms 13 ms 24.124.155.225
7 12 ms 12 ms 14 ms ae-501-ar01.denver.co.denver.comcast.net [96.216.22.130]
8 18 ms 248 ms 15 ms 50.230.127.58
9 * * * Request timed out.
10 * * * Request timed out.
11 12 ms 14 ms 11 ms a23-58-113-188.deploy.static.akamaitechnologies.com [23.58.113.188]
Trace complete.
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kmdenver
Contributor
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17 Messages
3 years ago
Then and Now:
Xfinity tech came out last Monday, checked all cables and replaced all connectors. Things appeared to go back to normal after his visit but only until yesterday.
Today, I went out and bought a new ARRIS modem and finished getting it activated about two hours ago. But the gremlin has struck again, after all of this work.
Most certainly now pointing to something on the Xfinity side equipment.
Could I get someone from Comcast, perhaps @XfinityJorge, please review my information and provide some help?
As of right now another trace to Amazon.com:
Tracing route to e15316.a.akamaiedge.net [23.58.113.188]
over a maximum of 30 hops:
1 1 ms 2 ms <1 ms 192.168.0.1
2 2573 ms 2336 ms 2687 ms cm-1-acr06.aurora.co.denver.comcast.net [96.120.12.209]
3 2098 ms 1642 ms 1850 ms 96.110.247.201
4 2104 ms 2191 ms 1883 ms ae-2-rur201.aurora.co.denver.comcast.net [68.86.104.117]
5 1703 ms 339 ms 8 ms ae-4-ar01.denver.co.denver.comcast.net [68.86.128.241]
6 56 ms 106 ms 65 ms 24.124.155.225
7 23 ms 13 ms 14 ms ae-501-ar01.denver.co.denver.comcast.net [96.216.22.130]
8 484 ms 17 ms 15 ms 50.230.127.58
9 * * * Request timed out.
10 * * * Request timed out.
11 13 ms 13 ms 13 ms a23-58-113-188.deploy.static.akamaitechnologies.com [23.58.113.188]
Trace complete.
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kmdenver
Contributor
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17 Messages
3 years ago
@BruceW and @Xfinity Support
Help will be very much appreciated.
Additional Information:
Modem Info:
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kmdenver
Contributor
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17 Messages
3 years ago
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BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
This is normal. Modems use Standard Time year round, they don't switch to DST.
As before, this trace shows very high latency at the very first Comcast hop, suggesting a poor or intermittent connection between your modem and Comcast's network. If you are not able to correct the problem, you should get Comcast back out to track it down. It's possible that the cause is further upstream, but they always start where the problems is observed and work from there. Lean on them hard until they figure this out and fix it!
(edited)
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EG
Expert
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110K Messages
3 years ago
@kmdenver
Just adding an FYI. Be advised that high latency at that first Comcast hop (the Cable Moden Termination System at the local headend facility) can also be caused by a network capacity / traffic congestion problem on your local cable segment / node. Good luck !
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kmdenver
Contributor
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17 Messages
3 years ago
Issues are still not resolved.
Sporadic latency jumps to 1500-2500+ ms from even my new ARRIS modem to Xfinity equipment hop are continuing.
Have been calling Xfinity Support and getting a run around. I'm being asked to pay $89 for the tech to come out again and coordinate with Xfinity engineers from my side.
I've picked up an Xfinity modem to see if that makes any difference. Its a long shot.
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BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
I should have asked before: is this over a Wifi connection or Ethernet?
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kmdenver
Contributor
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17 Messages
3 years ago
Hi @BruceW :
I've tried removing the WiFi router from the mix, so a straight eth to the modem > Xfinity.
No difference.
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kmdenver
Contributor
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17 Messages
3 years ago
Update:
Status with my brand new xFi Gateway modem/router which I got online an hour ago:
Tracing route to d3ag4hukkh62yn.cloudfront.net [143.204.31.129]
over a maximum of 30 hops:
1 2 ms 1 ms 1 ms 10.0.0.1
2 1351 ms 1176 ms 1158 ms cm-1-acr06.aurora.co.denver.comcast.net [96.120.12.209]
3 895 ms 879 ms 996 ms 96.110.247.169
4 912 ms 489 ms 633 ms ae-4-ar01.denver.co.denver.comcast.net [68.86.128.241]
5 616 ms 625 ms 671 ms 24.124.155.225
6 486 ms 511 ms 462 ms ae-501-ar01.denver.co.denver.comcast.net [96.216.22.130]
7 475 ms 435 ms 555 ms be-36041-cs04.1601milehigh.co.ibone.comcast.net [96.110.43.253]
8 575 ms 615 ms 563 ms be-1413-cr13.1601milehigh.co.ibone.comcast.net [96.110.39.110]
9 818 ms 1127 ms 725 ms be-304-cr13.champa.co.ibone.comcast.net [96.110.36.205]
10 869 ms 714 ms 752 ms be-1213-cs02.champa.co.ibone.comcast.net [96.110.37.229]
11 636 ms 607 ms 802 ms be-3211-pe11.910fifteenth.co.ibone.comcast.net [96.110.33.118]
12 627 ms 632 ms 556 ms 75.149.231.94
13 789 ms 765 ms 790 ms 52.93.65.133
14 739 ms 826 ms 796 ms 52.93.74.231
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 96 ms 61 ms 61 ms server-143-204-31-129.den50.r.cloudfront.net [143.204.31.129]
Trace complete.
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kmdenver
Contributor
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17 Messages
3 years ago
A possibility that is appearing likely is that one of my neighbors on the cable segment has connected a defective device to the coax which is mucking up things.
Any chance that Xfinity would monitor and investigate to get such offending device off the network?
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kmdenver
Contributor
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17 Messages
3 years ago
Status when the problem is not happening (@10 PM 6/5/22):
Tracing route to e15316.a.akamaiedge.net [23.58.113.188]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 10.0.0.1
2 12 ms 9 ms 9 ms cm-1-acr06.aurora.co.denver.comcast.net [96.120.12.209]
3 10 ms 11 ms 9 ms 96.110.247.169
4 13 ms 9 ms 9 ms ae-4-ar01.denver.co.denver.comcast.net [68.86.128.241]
5 13 ms 11 ms 10 ms 24.124.155.225
6 19 ms 20 ms 12 ms ae-501-ar01.denver.co.denver.comcast.net [96.216.22.130]
7 13 ms 12 ms 16 ms 50.230.127.58
8 * * * Request timed out.
9 * * * Request timed out.
10 13 ms 12 ms 12 ms a23-58-113-188.deploy.static.akamaitechnologies.com [23.58.113.188]
Trace complete.
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EG
Expert
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110K Messages
3 years ago
FWIW. As stated before. That may also be caused by intermittent traffic congestion. The local cable node / segment may need to be split / bandwidth capacity increased. If it is indeed a capacity problem there's really not much that you as an individual can do about it except to complain to them incessantly ! And see if your neighbors have the same problem. And if they do, try to get them on board. The more customers that complain, the more effective it will be. Good luck with it !
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