High packet loss at night

From about 7pm-morning I will experience about a 30-60% jump in packet loss, over Ethernet and WiFi. This is making it impossible to do any work from home, I have tried contacting support both over phone and text and they have been unable to improve the packet loss. I am at a loss to what I can do at this point so any and all advice would be greatly welcomed.

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Accepted Solution

U

user_9427f6

7 Messages

23 days ago

I'm just putting this here for anyone else reading or having similar issues. In this case I was called by Xfinity just now and told that during the next few weeks Xfinity will be putting in new wiring and amplifiers on the corner where I live and that will solve the issue. If anyone's reading this looking for a solution they can do themselves I'm sorry I cannot provide one, my only advice would be to log whats happening to the best of your ability over the course of a day. At least then you'll be able to verify there's an issue.

An anecdote, gotta say the Xfinity customer service throughout this has been pretty good for me, which kinda surprised me. Everyone from the call center people to the forums have helped to the best of their ability. I do wish I was informed of the upgrades as it sounded like they were not in response to me or others complaining but instead already planned, but alls well ends well, I'll have normal internet soon.

(edited)

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U

user_9427f6

7 Messages

25 days ago

Still unable to fix this, I would prefer trying every avenue before having to ask a Tech to come out. I cannot afford the fee if it turns out its not a router or wiring issue. Again any help or advice would be wonderful.

6

XfinityVianney

Official Employee

•

2.2K Messages

user_9427f6,

Thank you for reaching out. I hope you are doing well today. As someone who works from home, I know how important a wireless connection can be. I understand at certain times of the day, it becomes troublesome to use your network. I can definitely jump in and help. Have you reveiwed your event logs or power levels for any red flags? Can you tell me more about any troubleshooting you've done so far? If you send any screenshots, please ensure to you blank out any private data.

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

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24 days ago

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user_9427f6

7 Messages

Yes I have looked at my event logs and there are some IPv6 errors, but I don't think its related to the latency and packet loss. I don't know how to read the power levels so I've ignored that for now, its a bit too daunting for me. I am primarily concerned with my PC's connection, which is connected by ethernet, so I ended up turning off IPv6 in my network adapter properties since I can't turn it off at the gateway itself. Just in case IPv6 was the issue but it seems like it wasn't.

I have ran a few tracerts and pathpings to google, I wish I had saved them to show the degradation over the course of the day, but I did not. You'll have to take my word, I'm very convinced the issue lies with Comcast's nodes at Ferndale/Seattle. In the future I will save these logs.

I'll compile what I did save and send it here bear with me and thank you so much for noticing this post.

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24 days ago

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user_9427f6

7 Messages

This was after hitting the reset button on the back of the router (had to use a spaghetti noodle to get to that sucker I felt really high tech). Here's an info dump of what I do have saved.

[Wifi][6786]: WiFi radio Radio1 is set to UP
2025/4/15 19:39:05 Notice

DHCPv6[7115]: 72001002-DHCPv6 Provision - Completed
2025/4/15 19:38:33 Informational

DHCPv6[7115]: 72001011-DHCPv6 - Missing Required Option 82
2025/4/15 19:38:31 Critical

DHCPv6[7115]: 72001011-DHCPv6 - Missing Required Option 24
2025/4/15 19:38:31 Critical

DHCPv6[7115]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Wed Apr 16 03:38:30 2025
2025/4/15 19:38:31 Critical

DHCPv6[7115]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Apr 16 03:38:29 2025
2025/4/15 19:38:30 Critical

DHCPv6[7115]: 72001011-DHCPv6 - Missing Required Option 82
2025/4/15 19:38:29 Critical

DHCPv6[7115]: 72001011-DHCPv6 - Missing Required Option 24
2025/4/15 19:38:29 Critical

DHCPv4[6500]: 72001001-DHCPv4 Provision - Completed
2025/4/15 19:38:24 Informational

eRouterEvents[6456]: 72003004-eRouter enabled as Dual Stack
2025/4/15 19:38:16 Informational

DHCPv6[7156]: 72001011-DHCPv6 - Missing Required Option 82
2025/4/15 18:55:42 Critical

DHCPv6[7156]: 72001011-DHCPv6 - Missing Required Option 24
2025/4/15 18:55:42 Critical

DHCPv6[7156]: 72001009-DHCPv6 - No Advertise or Reply Received 3 times
2025/4/15 18:55:42 Critical

DHCPv6[7156]: 72001009-DHCPv6 - No Advertise or Reply Received 2 times
2025/4/15 18:55:42 Critical

DHCPv6[7156]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times
2025/4/15 18:55:32 Critical

[Wifi][6758]: WiFi radio Radio1 is set to UP
2025/4/15 17:51:14 Notice

DHCPv6[7156]: 72001002-DHCPv6 Provision - Completed
2025/4/15 17:50:42 Informational

DHCPv6[7156]: 72001011-DHCPv6 - Missing Required Option 82
2025/4/15 17:50:41 Critical

DHCPv6[7156]: 72001011-DHCPv6 - Missing Required Option 24
2025/4/15 17:50:41 Critical

DHCPv6[7156]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Apr 16 01:50:39 2025
2025/4/15 17:50:40 Critical

DHCPv6[7156]: 72001011-DHCPv6 - Missing Required Option 82
2025/4/15 17:50:39 Critical

DHCPv6[7156]: 72001011-DHCPv6 - Missing Required Option 24
2025/4/15 17:50:39 Critical

DHCPv4[6480]: 72001001-DHCPv4 Provision - Completed
2025/4/15 17:50:33 Informational

eRouterEvents[6441]: 72003004-eRouter enabled as Dual Stack
2025/4/15 17:50:24 Informational

This is me using ping, tracert, and pathping. Notably without using a VPN which I did earlier to see if it was congestion on the Comcast network, I'll send that as well right after these three.

ping google.com -4

Pinging google.com [142.251.215.238] with 32 bytes of data:
Reply from 142.251.215.238: bytes=32 time=215ms TTL=56
Reply from 142.251.215.238: bytes=32 time=284ms TTL=56
Reply from 142.251.215.238: bytes=32 time=308ms TTL=56
Reply from 142.251.215.238: bytes=32 time=216ms TTL=56

Ping statistics for 142.251.215.238:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 215ms, Maximum = 308ms, Average = 255ms

tracert google.com

Tracing route to google.com [142.251.215.238]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 10.0.0.1
2 49 ms 139 ms 24 ms 96.120.102.205
3 79 ms 50 ms 192 ms po-301-1204-rur102.ferndale.wa.seattle.comcast.net [68.87.205.89]
4 33 ms 227 ms 112 ms ae-41-ar01.seattle.wa.seattle.comcast.net [69.139.164.33]
5 82 ms 129 ms 137 ms be-501-arsc1.seattle.wa.seattle.comcast.net [24.124.128.121]
6 * * 62 ms be-36111-cs01.seattle.wa.ibone.comcast.net [68.86.93.1]
7 24 ms 115 ms 42 ms be-2112-pe12.seattle.wa.ibone.comcast.net [96.110.34.130]
8 * * * Request timed out.
9 78 ms 62 ms 26 ms 192.178.105.41
10 198 ms 215 ms 131 ms 142.251.241.137
11 * 169 ms 324 ms sea09s35-in-f14.1e100.net [142.251.215.238]

pathping google.com

Tracing route to google.com [142.251.215.238]
over a maximum of 30 hops:
0 DESKTOP-U9DP5EI.hsd1.wa.comcast.net [10.0.0.191]
1 10.0.0.1
2 96.120.102.205
3 po-301-1204-rur102.ferndale.wa.seattle.comcast.net [68.87.205.89]
4 ae-41-ar01.seattle.wa.seattle.comcast.net [69.139.164.33]
5 be-501-arsc1.seattle.wa.seattle.comcast.net [24.124.128.121]
6 * * be-36111-cs01.seattle.wa.ibone.comcast.net [68.86.93.1]
7 be-2112-pe12.seattle.wa.ibone.comcast.net [96.110.34.130]
8 * * *
Computing statistics for 175 seconds... (it did not finish even after 10m, could be worth rerunning)

These next three are with using a VPN with the closest available server to me.

ping google.com -4

Pinging google.com [142.251.211.238] with 32 bytes of data:
Reply from 142.251.211.238: bytes=32 time=30ms TTL=119
Reply from 142.251.211.238: bytes=32 time=52ms TTL=119
Reply from 142.251.211.238: bytes=32 time=78ms TTL=119
Reply from 142.251.211.238: bytes=32 time=23ms TTL=119

Ping statistics for 142.251.211.238:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 23ms, Maximum = 78ms, Average = 45ms

tracert google.com

Tracing route to google.com [142.251.211.238]
over a maximum of 30 hops:

1 41 ms * 79 ms 10.128.0.1
2 51 ms 62 ms 347 ms static-198-54-131-129.cust.tzulo.com [198.54.131.129]
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 48 ms * 183 ms 108.170.255.175
7 * 284 ms 27 ms 216.239.43.121
8 111 ms 35 ms 122 ms sea30s13-in-f14.1e100.net [142.251.211.238]

Trace complete.

pathping google.com

Tracing route to google.com [142.251.211.238]
over a maximum of 30 hops:
0 DESKTOP-U9DP5EI [10.129.98.88]
1 10.128.0.1
2 static-198-54-131-129.cust.tzulo.com [198.54.131.129]
3 * * *
Computing statistics for 50 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-U9DP5EI [10.129.98.88]
13/ 100 = 13% |
1 114ms 13/ 100 = 13% 0/ 100 = 0%

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24 days ago

0

U

user_9427f6

7 Messages

Apologies for the wait I struggled to format the power levels here they are as well.

Downstream:

Channel ID	Lock Status	Frequency	SNR	Power Levels	Modulation
33	Locked	603000000	38.983261	11.099998	QAM256
34	Locked	609000000	40.366287	11.400002	QAM256
35	Locked	615000000	40.366287	11.400002	QAM256
36	Locked	621000000	40.366287	11.199997	QAM256
37	Locked	627000000	38.983261	11.599998	QAM256
38	Locked	633000000	38.605377	11.500000	QAM256
39	Locked	639000000	38.983261	11.800003	QAM256
40	Locked	645000000	38.983261	11.900002	QAM256
41	Locked	651000000	40.366287	12.099998	QAM256
42	Locked	657000000	40.366287	12.000000	QAM256
43	Locked	663000000	38.983261	12.099998	QAM256
44	Locked	669000000	38.983261	12.099998	QAM256
13	Locked	471000000	40.366287	9.300003	QAM256
14	Locked	477000000	40.366287	9.000000	QAM256
15	Locked	483000000	40.366287	8.800003	QAM256
16	Locked	489000000	38.983261	9.000000	QAM256
17	Locked	495000000	40.366287	9.400002	QAM256
18	Locked	507000000	38.983261	9.400002	QAM256
19	Locked	513000000	40.366287	9.599998	QAM256
20	Locked	519000000	38.983261	9.800003	QAM256
21	Locked	525000000	40.366287	9.900002	QAM256
22	Locked	531000000	38.983261	9.900002	QAM256
23	Locked	543000000	40.366287	10.000000	QAM256
24	Locked	549000000	40.366287	10.099998	QAM256
25	Locked	555000000	40.366287	10.199997	QAM256
26	Locked	561000000	38.983261	10.099998	QAM256
27	Locked	567000000	38.983261	10.000000	QAM256
28	Locked	573000000	38.983261	10.500000	QAM256
29	Locked	579000000	40.366287	10.500000	QAM256
30	Locked	585000000	38.983261	10.400002	QAM256
31	Locked	591000000	38.983261	10.599998	QAM256
32	Locked	597000000	40.366287	10.800003	QAM256
0
159	Locked	724800000	41.86 dB	14.699997 dBmV	OFDM

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24 days ago

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U

user_9427f6

7 Messages

I did not paste the Downstream apologies.

Downstream:

Channel ID	Lock Status	Frequency	Symbol Rate	Power Level	Modulation	Channel Type
1	Locked	10400000	2560 KSym/sec	47.760300	16QAM	US_TYPE_ATDMA
6	Locked	40400000	2560 KSym/sec	47.760300	64QAM	US_TYPE_ATDMA
5	Locked	35600000	5120 KSym/sec	47.270599	64QAM	US_TYPE_ATDMA
4	Locked	29200000	5120 KSym/sec	47.770599	64QAM	US_TYPE_ATDMA
3	Locked	22800000	5120 KSym/sec	47.770599	64QAM	US_TYPE_ATDMA
2	Locked	16400000	5120 KSym/sec	47.770599	64QAM	US_TYPE_ATDMA

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24 days ago

0

EG

Expert

•

110.3K Messages

23 days ago

@user_9427f6 @XfinityBillie

Please circle back here and post any possible solutions for the issue here in these open public 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.

0

Your Home Network

user_9427f6

High packet loss at night

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XfinityVianney

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user_9427f6

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EG

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