High Packet Loss / High Ping Issues

Start here;

https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

Can't see your pics. Since you are a new poster, they 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.

Here are all the stats:

I'm only connected via hard wired (directly to the modem)

Looks like an admin enabled the pictures to be seen now. When you get the chance please take a look at all the info and let me know what you think. Thank you.

Just ran a traceroute and these were the results:

1 2 ms 2 ms 1 ms 2601:58d:402:c1b0:fe91:14ff:fe4e:8266
2 * * * Request timed out.
3 300 ms 15 ms 17 ms 2001:558:72:ea05::1
4 84 ms 344 ms * te-0-4-0-28-ar01.northdade.fl.pompano.comcast.net [2001:558:70:2db::1]
5 * * * Request timed out.
6 * * * Request timed out.
7 252 ms 189 ms 106 ms 2001:559::d66

8 66 ms 187 ms 51 ms g2600-1403-7400-01a0-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1403:7400:1a0::1b62]

Also ran a ping test and these were the results:

Reply from 2600:1403:7400:19c::1b62: time=9ms
Reply from 2600:1403:7400:19c::1b62: time=19ms
Reply from 2600:1403:7400:19c::1b62: time=19ms
Reply from 2600:1403:7400:19c::1b62: time=27ms
Reply from 2600:1403:7400:19c::1b62: time=86ms
Reply from 2600:1403:7400:19c::1b62: time=62ms
Request timed out.
Reply from 2600:1403:7400:19c::1b62: time=182ms
Reply from 2600:1403:7400:19c::1b62: time=45ms
Reply from 2600:1403:7400:19c::1b62: time=179ms
Reply from 2600:1403:7400:19c::1b62: time=125ms
Reply from 2600:1403:7400:19c::1b62: time=128ms
Reply from 2600:1403:7400:19c::1b62: time=173ms
Reply from 2600:1403:7400:19c::1b62: time=9ms
Reply from 2600:1403:7400:19c::1b62: time=61ms
Reply from 2600:1403:7400:19c::1b62: time=124ms
Reply from 2600:1403:7400:19c::1b62: time=327ms
Request timed out.
Reply from 2600:1403:7400:19c::1b62: time=60ms

Ping statistics for 2600:1403:7400:19c::1b62:
Packets: Sent = 56, Received = 52, Lost = 4 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 327ms, Average = 48ms

There's clearly something going on here and I would really like to get to the bottom of this. This is literally unbearable for streaming/gaming and would really appreciate some help here.

I am having the same problems with my internet as well. I am lagging and having random spikes in ping when gaming. When I do a speedtest I have 200 down and 5 up on a wired connection but it still lags randomly every few seconds. I just recently had someone come look at it and they put in a new line to the box outside from the house and a new modem and I have the same issues. The ethernet lights on my pc are yellow as well when they usually are green.

Same here. I had a tech here two days ago and did exactly that. Changed the old line from the box outside that's running to the modem inside and swapped the modem. And I still have this issue. I'm beyond frustrated as I don't know what else to do to get this resolved. I wish AT&T Fiber offered service to my home because I would switch in a heartbeat. Comcat's customer service has been horrendous and not very helpful.

Same here, but I have frequent outages.  Are you on the XB6 gateway (1 GB internet)?

I setup a continuous ping to 8.8.8.8 (Google DNS servers) and I frequently see this type of drop:

3/24/2020 6:37:45 PM – Reply from 8.8.8.8: bytes=32 time=20ms TTL=53
3/24/2020 6:37:46 PM – Reply from 8.8.8.8: bytes=32 time=19ms TTL=53
3/24/2020 6:37:50 PM – Request timed out.
3/24/2020 6:37:55 PM – Request timed out.
3/24/2020 6:38:00 PM – Request timed out.
3/24/2020 6:38:05 PM – Request timed out.
3/24/2020 6:38:08 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:38:11 PM – Request timed out.
3/24/2020 6:38:13 PM – Reply from 8.8.8.8: bytes=32 time=121ms TTL=53
3/24/2020 6:38:14 PM – Reply from 8.8.8.8: bytes=32 time=16ms TTL=53
3/24/2020 6:38:15 PM – Reply from 8.8.8.8: bytes=32 time=24ms TTL=53
3/24/2020 6:38:16 PM – Reply from 8.8.8.8: bytes=32 time=23ms TTL=53
3/24/2020 6:38:17 PM – Reply from 8.8.8.8: bytes=32 time=20ms TTL=53
3/24/2020 6:38:18 PM – Reply from 8.8.8.8: bytes=32 time=24ms TTL=53
3/24/2020 6:38:19 PM – Reply from 8.8.8.8: bytes=32 time=21ms TTL=53
3/24/2020 6:38:20 PM – Reply from 8.8.8.8: bytes=32 time=15ms TTL=53
3/24/2020 6:38:21 PM – Reply from 8.8.8.8: bytes=32 time=20ms TTL=53
3/24/2020 6:38:22 PM – Reply from 8.8.8.8: bytes=32 time=21ms TTL=53
3/24/2020 6:38:23 PM – Reply from 8.8.8.8: bytes=32 time=20ms TTL=53
3/24/2020 6:38:24 PM – Reply from 8.8.8.8: bytes=32 time=20ms TTL=53
3/24/2020 6:38:25 PM – Reply from 8.8.8.8: bytes=32 time=19ms TTL=53
3/24/2020 6:38:29 PM – Request timed out.
3/24/2020 6:38:34 PM – Request timed out.
3/24/2020 6:38:39 PM – Request timed out.
3/24/2020 6:38:44 PM – Request timed out.
3/24/2020 6:38:49 PM – Request timed out.
3/24/2020 6:38:54 PM – Request timed out.
3/24/2020 6:38:59 PM – Request timed out.
3/24/2020 6:39:04 PM – Request timed out.
3/24/2020 6:39:09 PM – Request timed out.
3/24/2020 6:39:14 PM – Request timed out.
3/24/2020 6:39:19 PM – Request timed out.
3/24/2020 6:39:24 PM – Request timed out.
3/24/2020 6:39:29 PM – Request timed out.
3/24/2020 6:39:31 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:34 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:37 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:40 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:43 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:46 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:49 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:52 PM – Request timed out.
3/24/2020 6:39:54 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:57 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:00 PM – Request timed out.
3/24/2020 6:40:02 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:05 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:08 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:11 PM – Request timed out.

have already replaced the gateway, and an Xfinity tech run all new cables and splitter.

Although it's NOT an acceptable answer, I'm betting it's from more people working from home, Xfinity just isn't able to handle the load.   There can't be this many people having these issues at the same time without it being something like that.

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@natedoggy28 wrote:

Although it's NOT an acceptable answer, I'm betting it's from more people working from home, Xfinity just isn't able to handle the load.   There can't be this many people having these issues at the same time without it being something like that.

---

I'm on the XB3 gateway with 200mbps plan. I've had this problem long before this whole covid-19 pandemic came about. Been dealing with this for months now. Swapped gateways god knows how many times now and still without a fix. Techs don't seem to know what they're doing or how to fix this.  They don't seem to be eager to even address/fix this issue when they come to my house. It's like they just come to show face and do "fixes" that don't end up even working. Customer service reps don't know anything either. I just want to deal with someone that knows how to fix this issue. Because at this point, why am I paying for internet when it isn't going to work properly. Beyond frustrated.

Apologies for losing track of your thread @JHC3.

Even though the signal stats looked o/k at that snapshot in time, The packet loss, latency, and jitter indicate that something is going on. 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

Thank you @EG , I will wait for the corporate employee's reply. Much appreciated.