Azure86's profile

Frequent Visitor

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9 Messages

Sat, Jan 9, 2021 2:00 PM

High Latency/ping spikes; laggy online gaming

Hi for the past month or so I've been having a really bad experience trying to game online where lags really bad to the point of disconnecting sometimes. I've done speed tests using different websites and speeds seem to be fine but when using latency tests to different servers on testmy.net I get wilding fluctuation results. Ping has even gone into the thousands before so something is definitely wrong. All tests were done connected to my router via ethernet and again connected directly to my modem and the problems still persist. Could someone help please? I also have screenshots of modem stats if it will help but not sure how to post images. 

Responses

Azure86

Frequent Visitor

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9 Messages

5 m ago

Thanks for the quick response. I also posted event logs as they seem to have a lot of errors. There were several pages with seemingly the same things repeating so I just posted the 1st and last pages.

 

Modem Power Levels

https://imgur.com/zU1jtAL

 

https://imgur.com/WXLZ50J

 

Event Logs

https://imgur.com/LTtiQI8

 

https://imgur.com/ozPJz32

EG

Expert

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87.1K Messages

5 m ago


@Azure86 wrote:

 I also have screenshots of modem stats if it will help but not sure how to post images. 


Since you are a new poster, they would need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.


Or copy all of the text of the status page and paste it into the body of your next post here.

EG

Expert

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87.1K Messages

5 m ago


@Azure86 wrote:

Thanks for the quick response. I also posted event logs as they seem to have a lot of errors. There were several pages with seemingly the same things repeating so I just posted the 1st and last pages.

 

Modem Power Levels

https://imgur.com/zU1jtAL

 

https://imgur.com/WXLZ50J

 

Event Logs

https://imgur.com/LTtiQI8

 

https://imgur.com/ozPJz32


Can only see a home page at those links. Can't see any pics.

Azure86

Frequent Visitor

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9 Messages

5 m ago

@Gambit66 Thanks I've already read through that article. My issue persists even when connected directly to my modem via ethernet (no router).

 

@EG not sure why the links aren't working. how about now?

 

https://i.imgur.com/WXLZ50J.png 

https://i.imgur.com/zU1jtAL.png 

 

https://i.imgur.com/LTtiQI8.png 

https://i.imgur.com/ozPJz32.png 

Azure86

Frequent Visitor

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9 Messages

5 m ago

Thanks for the help!

EG

Expert

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87.1K Messages

5 m ago

I can see the pics now. The stats are o/k. The error logs, not so much..

 

Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

EG

Expert

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87.1K Messages

5 m ago

My pleasure !

Official Employee

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2.5K Messages

5 m ago

Hi, Azure86. Good afternoon! We'd like to take a look at your account in order to view some additional diagnostics. From there we should be able to see what additional steps need to be taken in order to get to the bottom of your connectivity concern . We know those can be frustrating and you came to the right place for help. Please send me a PM with your first and last name. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side. 

 

Thanks!

Azure86

Frequent Visitor

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9 Messages

5 m ago

Hi @ComcastMorgan I sent you a pm

New Poster

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2 Messages

5 m ago

There could be numerous variables comparing your online gaming experience and mine, most notably just location, but I wanted to throw out there that you're not alone. I play Fortnite with my sons, or at least I used to. The latency/ping has made it largely unenjoyable. 

 

For the record, ping and latency stats from the outskirts of Denver to Comcast's servers in/around downtown Denver are typically quite good. The problem for me existed in packet loss and latency trying to reach Amazon's us-west-2 which routes through Sunnyvale, CA. That's where the problem existed, primarily. I opened tickets with Comcast, showing them the exact hop having problems. They never responded saying anything was "fixed", but I did notice they changed the hops through Sunnyvale to no longer respond to ICMP packets. The latency/ping problem remains and if I actually had some reasonable alternative to Comcast, I'd probably try it. 

 

Unfortunately it seems the only techs I can reach via chat or on the phone want to send a technician out to my house to troubleshoot the issue. That's a waste of time and resources, and especially during COVID I'm not really keen on technicians coming in and out of my house. The real problem is 1000 miles west of here. 

 

So for now I'm just trying to wait it out. Perhaps at some point when the pandemic is under control a technician can come out and they can then realize this isn't a problem here. For now I'm just done reaching the first line support and wasting my time for them to reboot my modem and tell me "everything looks great". 

Regular Visitor

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3 Messages

5 m ago

I have had the exact same problem! A horrible gaming experience has gotten me to contact xfinity agents multiple times, but no one has been able to help! They have only told me that it looks fine, reboot the router, or that they can send a technician.  No one seems to be able to help me!

Azure86

Frequent Visitor

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9 Messages

5 m ago

Yeah usually the phone reps you speak to don't have any idea how to deal with issues like this. That's why I posted here. Btw is anyone looking into this? It's been nearly a week since I sent my info to @ComcastMorgan and I haven't heard anything.

cslepage

Frequent Visitor

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11 Messages

5 m ago

One solution I've looked into is using a VPN, but when we set one up, my son said it made the lagging worse, not better.  So he is continuing to see Nintendo Switch/Steam lagging.

Azure86

Frequent Visitor

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9 Messages

5 m ago

Problems like these are probably network related and a software solution most likely won't help. We're pretty much at the mercy of Comcast on whether they care enough to look into and try to fix issues.

New Poster

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2 Messages

2 m ago

Well it was a good 2 month run, or so. Whatever issue existed they did seem to finally fix. But last week something once again took a big dump in their network. Lag and dropped packets are back. I'd like to think it won't take months this time to figure it out, but that's probably wishful thinking. :( 

Visitor

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1 Message

Hey Dugshnay,

I was just reviewing your pictures and I feel you should contact Comcast and request the outside of the house be checked. I understand your concerns with COVID, so you can request a contactless trouble call, and they have to verify the outside by taking a signal test at the side of the house and at the tap on the telephone pole. This should be no cost to you, since you've been experiencing issues.

When it comes to the inbound signal into a house, you typically see what's called a slight "reverse tilt." So you should see the signal level decrease as it gets higher in the frequencies, but should do this at a smooth rate. So in order to be within Comcast spec, the signal level should be between -8 / +8, which you are, but you should also see a smoother transition from the lows to the highs. If you look at some of your signal levels, they go from 4.8 db to 6.2db to 4.0 db in under 20mhz. If I were to guess, I'd say you have water in your line, or water damage. You can sometimes verify this by going outside to the cable box on the side of the house, and grab the wire that's coming from the telephone pole and bend it slightly. If you hear a crunchy noise, then there's been water in the line and its dried out and is corroded inside and needs to be replaced.

I was a Comcast technician for 9 years.

(edited)

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