L

Visitor

 • 

2 Messages

Fri, Jul 23, 2021 8:31 PM

Having lots of ping drops in 95132

We have been experiencing lots of ping drops in 2 days already.

We tried reboot the modem multiple times.  Also did a factory reset and reconfigure everything. Still no luck.

Any suggestions?

> ping 8.8.8.8

64 bytes from 8.8.8.8: icmp_seq=11 ttl=115 time=20.083 ms

64 bytes from 8.8.8.8: icmp_seq=12 ttl=115 time=26.336 ms

64 bytes from 8.8.8.8: icmp_seq=13 ttl=115 time=20.370 ms

64 bytes from 8.8.8.8: icmp_seq=14 ttl=115 time=22.795 ms

Request timeout for icmp_seq 15

Request timeout for icmp_seq 16

Request timeout for icmp_seq 17

Request timeout for icmp_seq 18

Request timeout for icmp_seq 19

Request timeout for icmp_seq 20

Request timeout for icmp_seq 21

Request timeout for icmp_seq 22

Request timeout for icmp_seq 23

Request timeout for icmp_seq 24

Request timeout for icmp_seq 25

Request timeout for icmp_seq 26

Request timeout for icmp_seq 27

Request timeout for icmp_seq 28

Request timeout for icmp_seq 29

Request timeout for icmp_seq 30

Request timeout for icmp_seq 31

64 bytes from 8.8.8.8: icmp_seq=32 ttl=115 time=24.549 ms

64 bytes from 8.8.8.8: icmp_seq=33 ttl=115 time=19.582 ms

64 bytes from 8.8.8.8: icmp_seq=34 ttl=115 time=23.559 ms

64 bytes from 8.8.8.8: icmp_seq=35 ttl=115 time=13.163 ms

Responses

XfinityAmir

Official Employee

 • 

6.4K Messages

2 m ago

Hello LMeng, thank you for taking the time out of your busy day to get this issue addressed. I know in this day and time we depend on internet for so many things it's imperative that the service works at all times. You've certainly come to the right place to get your issue repaired, we specialize in everything Xfinity and our Digital Care team is the absolute best when it comes to troubleshooting at your convenience. To get the ball rolling on this could you please send me a private message by following the steps below? 

 

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
• Type your message in the text area near the bottom of the window
• Press Enter to send it

EG

Expert

 • 

89.2K Messages

2 m ago

FWIW, DNS servers may not be a good target for pinging as some of them are deliberately configured to rate limit / de-prioritize ICMP packet based ping probes. So you'll see lots of timeouts there. Try pinging www.google.com instead.

Is this with a WiFi connection ? If so, for a test, does a computer that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before proceeding any further. 

Visitor

 • 

2 Messages

2 m ago

The issue has been fixed after ~36 hours.

I have no detail what Comcast did. My Internet was down for ~2 hours then everything came back up without any issue.

EG

Expert

 • 

89.2K Messages

@LMeng 

O/k glad it got squared away. Now closing your topic.

I am not a Comcast Employee.
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