[Edited]: High ping time on Seattle area node 24.124.128.162 during evening/night hours.

First observed about mid-April 2023
During the workday the pings are within spec (lower than 20ms)
Around 5pm pings exceed Xfinity performance specs (higher than 20ms)
By 8pm pings are an unusable 80ms
Repeated support calls have yielded no resolution.
Was given a "case" number today. [Edited: "Personal Information"]

Responses

68Chevelle396

Contributor

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139 Messages

2 years ago

Instead of ping try using pathping command.

You will get both tracert and ping in one command.

With the -q switch you can set how many pings for each hop so it does not take as long the default is 100.

With the -4 switch you can set it for IPv4.

Example: pathping -4 -q 50 www.comcast.net

(edited)

0

C

[Edited: "Solicitation"]

They support channels are not their to fix the issue they are their to wear you down until you give up and live with them. That is why they outsourced their entire support to the Philippines and have them follow a document that always ends with "Send a technician" There is no escalation its always "Send a technician" even if you can prove the issue is not your building.

(edited)

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erkb

Visitor

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13 Messages

2 years ago

Snapshot from last night - exactly the same timing as all other nights before that.

At this point, I am curious:

Do we have a committed ETA for resolution, given that this now costing real dollars in lost work?
Does Comcast plan to compensate/reimburse customers for April 18th to <date TBD> for severe degradation of service?

4

XfinityChristy

Official Employee

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1.7K Messages

@erkb Thank you for reaching out via our Xfinity Forums. I am sorry to hear you are having connection issues at night and would be happy to take a closer looking at the issue with you to see how we can make sure you are getting the best connection possible. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account to get started.

To send a "Direct Message" message:

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

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

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erkb

Visitor

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13 Messages

@XfinityChristy thanks for looking into this.

Unfortunately the problem is not on my side. This is not a "Customer has the modem badly configured" problem but rather a "Comcast has a problem in their infrastructure and needs to escalate this to their engineering team" problem. There is nothing that a consumer can do here because it's not a problem on our end. This is something that Comcast needs to address - you have all the technical details and diagnostic logs from this thread alone (look at all the tracert and ping examples), with images that also document the persistence and magnitude of the issue.

2 years ago

XfinityChristy

Official Employee

•

1.7K Messages

@erkb In order for me to take a look at where the resolution is at I would need to pull up your account and review the ticket that is attached to your address and area. Please send me a private message to get started.

Please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

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

E

erkb

Visitor

•

13 Messages

2 years ago

5:54PM, issue is occurring once again. At this point, any details from the Comcast side would be helpful.

Doing a tracert to 1.1.1.1:

  3    12 ms    11 ms    11 ms  po-304-1245-rur201.burien.wa.seattle.comcast.net [96.110.248.45]
  4    13 ms    12 ms    10 ms  po-2-rur202.burien.wa.seattle.comcast.net [69.139.162.106]
  5    12 ms    12 ms    11 ms  po-200-xar02.burien.wa.seattle.comcast.net [69.139.162.53]
  6    66 ms    66 ms    64 ms  24.124.128.162
  7    36 ms    37 ms    32 ms  be-36131-cs03.seattle.wa.ibone.comcast.net [68.86.93.9]
  8    30 ms    29 ms    27 ms  be-2312-pe12.seattle.wa.ibone.comcast.net [96.110.34.138]
  9    80 ms     *        *     50.208.235.222
 10    38 ms    43 ms    37 ms  172.71.148.3
 11    79 ms    77 ms    73 ms  one.one.one.one [1.1.1.1]

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user_acfb82

Visitor

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2 Messages

2 years ago

Tracing route to comcast.net [96.99.227.0]
over a maximum of 30 hops:

1 <ommited>
2 <ommited>
3 <ommited>
4 13 ms 7 ms 12 ms po-2-rur202.burien.wa.seattle.comcast.net [69.139.162.106]
5 8 ms 9 ms 12 ms po-200-xar02.burien.wa.seattle.comcast.net [69.139.162.53]
6 76 ms 74 ms 82 ms 24.124.128.162
7 68 ms * 80 ms be-36141-cs04.seattle.wa.ibone.comcast.net [68.86.93.13]
8 72 ms 77 ms 76 ms be-1411-cr11.seattle.wa.ibone.comcast.net [96.110.47.214]
9 96 ms 100 ms 101 ms be-301-cr11.champa.co.ibone.comcast.net [96.110.36.209]
10 93 ms 93 ms 104 ms be-1411-cs04.champa.co.ibone.comcast.net [96.110.37.205]
11 101 ms 91 ms 97 ms be-1414-cr14.champa.co.ibone.comcast.net [96.110.37.254]
12 * 108 ms 109 ms be-302-cr14.1601milehigh.co.ibone.comcast.net [96.110.39.6]
13 100 ms 90 ms 100 ms be-1114-cs01.1601milehigh.co.ibone.comcast.net [96.110.39.113]
14 103 ms 106 ms 96 ms be-1111-cr11.1601milehigh.co.ibone.comcast.net [96.110.39.66]
15 * * * Request timed out.
16 116 ms 117 ms 127 ms be-1221-cs22.350ecermak.il.ibone.comcast.net [68.86.82.245]
17 143 ms 124 ms 132 ms 68.86.93.182
18 81 ms 73 ms 72 ms et-4-36-1-sas01-d.ashburn.va.ndcasbn.comcast.net [96.108.75.106]
19 75 ms 76 ms 82 ms et-0-0-71-1-ss09a-d.ashburn.va.ndcasbn.comcast.net [162.151.179.162]
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.

This is what we've had to deal with every night for the past 3+ weeks.

1

XfinityThomasB

Official Employee

•

1.6K Messages

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

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

68Chevelle396

Contributor

•

139 Messages

2 years ago

Tonight started getting bad then all of a sudden everything went back to normal.

Perhaps the issue has been addressed or the crooks caught.

1

CCJennifer

Problem Solver

•

743 Messages

Hello @68Chevelle396! We're happy to help! Could you please send us a direct message with your first and last name and your full address?

• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

BruceW

Gold Problem Solver

•

26.2K Messages

2 years ago

19 75 ms 76 ms 82 ms et-0-0-71-1-ss09a-d.ashburn.va.ndcasbn.comcast.net [162.151.179.162]

You're getting from Seattle WA to Ashburn VA, and back, in about 80 milliseconds. I don't think it gets much faster than that.

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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U

user_fa0959

Visitor

•

1 Message

2 years ago

I been getting the same problem for about a month now too. PLease fix this.

2

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CCDaniel

Problem Solver

•

606 Messages

@user_fa0959 I hope your day is goingwell. I just wnted to check in and see if you are still having issues? If so what trourllllllllllllllllllllllllllllllllllllll

I no longer work for Comcast.

2 years ago

0

CCDaniel

Problem Solver

•

606 Messages

Sorry if so what troubleshooting have you tried?

I no longer work for Comcast.

2 years ago

0

E

erkb

Visitor

•

13 Messages

2 years ago

Same - can confirm that on my end for the past two days the pings seem to be within normal ranges. Thank you to the folks in the community who helped raise visibility of the issue and to the Xfinity techs and engineers that actually pushed the fix.

1

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CCMichelle

Problem Solver

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788 Messages

Glad to hear that the connection has stabilized. Thanks for taking the time to keep this post updated.

I no longer work for Comcast.

2 years ago

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Your Home Network

moledig

[Edited]: High ping time on Seattle area node 24.124.128.162 during evening/night hours.

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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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