JHC3's profile

Contributor

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24 Messages

Fri, Mar 20, 2020 10:00 PM

High Packet Loss / High Ping Issues

Hey everyone,

So I’m a bit frustrated here. I’m a gamer/streamer and I’ve been having extreme packet loss which results my ping to sky rocket while gaming, which causes me to lag extremely. I’ve been having this issue for months now. I’ve done all troubleshooting. I’ve gotten the my modem swapped with Xfinity about 4 times now and this is still an issue.

This makes most games nearly unplayable. My ping randomly shoots from a very stable 30 ms up to 120-150 ms for a few seconds and this happens very frequently.

For reference, the plan I have with Xfinity is for 200mbps. I’ve contacted Comcast various times and it hasn’t been very helpful. The customer service agents that I speak with don’t seem to even know or understand what I’m talking about. I had an inexperienced technician come over which all he did was change the heads on the coaxial cables and swap the modem. He basically had no idea what “ping” or “packet loss” even was. And after going through all this, it’s still an on-going issue.

How can I go about fixing this issue? How can I go about getting help from experienced technicians and/or Xfinity agents that know how to deal with an issue like this? I would greatly appreciate any help that I can get with this.

Thank you.

Responses

New Poster

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1 Message

1 y ago

Has anyone replied with a resolution to this? I'm experiencing the same exact issue.

 

Currently in a 300 person queue for online chat.

 

They must be busy..

JHC3

Contributor

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24 Messages

1 y ago


@cmsez wrote:

Has anyone replied with a resolution to this? I'm experiencing the same exact issue.

 

Currently in a 300 person queue for online chat.

 

They must be busy..


Nothing yet. Waiting for the corporate employee to reply to this thread. So stay tuned.

Frequent Visitor

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6 Messages

1 y ago

This is terrible, at least I'm not the only one. The same exact issue for over two months now. The last Comcast tech that came to my house switched out hardware with modem and cables and still no results. He ended up telling me he didn't know what to say. I know it is Comcast because it is happening on multiple devices, and I tethered my phone and everything worked fine. I have noticed that when I wake up early around 6am, I experience very low to no latency for about an hour or two. This has led me to believe it is outside network congestion but I don't know if they would admit that or if it is the case. I just want someone to help me. To add injury to insult, I scheduled a call back which took about three hours and when I finally started to talk to an agent they hung up. I tried to schedule another call back and the only available date is 5 days from now and the wait time when calling directly is over an hour...This is terrible please keep updating this thread with any news you all receive.

New Poster

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2 Messages

1 y ago

Wonder if this relates to the sky high pings we are getting connecting to Godaddy servers lately. A timeout on line 2 on the tracert is not good though

ni82156

Frequent Visitor

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6 Messages

1 y ago

Same here on my end. I can't even game becuase of it. The issue started two weeks ago right when everyone started working remote. I'm really dissapointed with Comcast. We pay good money every month and the internet as been atrocious. Constantly getting kicked off the VPN, drops, and can't even play games during the evening. 

 

I've had two techs come out to my house but the issue is clearly nodes and congestion. 

JHC3

Contributor

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24 Messages

1 y ago


@ni82156 wrote:

Same here on my end. I can't even game because of it. This has been going on for 3 weeks now. I'm a game every night kind of guy and this issue has it so I can't even hold a stable connection in game and I'm lagging and dropping everywhere.

 

First I thought it may be my wireless router (I'm hardwired for computer and xbox) so I bought a new one. Then I said well it must be my modem since I've never had these Internet issues before after 2 years with Comcast. Bought a new modem and still an issue. 

 

I replaced the Coax line in my house and I even replaced the electrical outlet thinking maybe it's tripping or something, I was desperate. I've since had two techs come out to my house. The first one changed some Coax lines outside and ran a new line from the pole to my house but that didn't fix the issue. The second "senior" tech came out and ran some tests on the cable with his tool and said everything looks good, we'll put a monitoring ticket in though. I kept asking well how can I follow-up and stay in the loop about this because it's really almost unusable about 50% of the time and he just did not have a good answer and says just enough so they can be on to the next job. 

 

I'm now stuck with no resolution, I can't use the Internet consistently, and I can't get in touch with an agent. Just completely unreal. I ask my IT buddies that live in bordering towns about 15-20 minutes away who also have Comcast and they are not having any issues. The fact that I'm experiencing this issue in my area and there's no one that can seem to identify the problem or get it fixed is really frustrating. It doesn't even seem like they want to get it fixed. 

 


Same here. It's been really bad for me for the last few months. And clearly this is a comcast issue with so many of us coming forward with the exact same issue. I really hope there is a fix for this because I'm really tired of getting the run around and lies saying it's good to go when it's not.

New Poster

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5 Messages

1 y ago

Not much to add, except a "me too" follow.

 

I tend to agree with whoever said it's related to increased shelter-in-place, work from home traffic. Given that it's gotten really bad for most people over the last 2-3 weeks, I think the load on our neighborhood switches is getting to be too much. I, too, am a game streamer, and while I can play Steam games at home, I'd rather be on Stadia.

 

I also work from home during the day, so if it starts to degrade during those hours, I'm going to have bigger problems. (This is California Bay Area, not sure where others are. I think I saw Florida? Interesting that it's nationwide.)

 

I suspect going house to house isn't going to solve this for Comcast - they need to do some broad-brush solutions, like rate limiting or something for a short term. (And I can't believe I'm saying this.)

 

I'd rather have 720p at 60fps than 1080p at a stuttering 18fps. Netflix and YouTube are already down-scaling. If we took a proactive approach and did a temporary cap on bandwidth or something for 1-2 weeks while they got a permanent fix in place, it seems better than outages and stutter.

ni82156

Frequent Visitor

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6 Messages

1 y ago

Any idea why my original post was deleted? I can see it from your quotes but not my original reply. 

EG

Expert

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87.9K Messages

1 y ago


@ni82156 wrote:

Any idea why my original post was deleted? I can see it from your quotes but not my original reply. 


It wasn't deleted. It's right here with a response: https://forums.xfinity.com/t5/Your-Home-Network/Re-High-Packet-Loss-High-Ping-Issues/m-p/3316502

 

Please keep your issue there in that thread, thanks.

Frequent Visitor

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6 Messages

1 y ago

I couldn't even get past the first line of defense when calling today, they are just too swamped and they say everything looks fine so that's that... I usually love Comcast and its service but something must be going on that they don't know, or don't want to speak about. That is too many people having the same issue... I am in Seattle btw. You guys?

JHC3

Contributor

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24 Messages

1 y ago

I’m in Miami, FL. Been dealing with this issue for months. There’s clearly an underlying problem here on Comcast’s end. And I’m tired of hearing “everything looks okay”, when clearly there’s something that IS NOT OKAY. It’s too much of a coincidence at this point that there’s many of us with this issue. There better be a fix to this. I refuse to keep paying for subpar service. And will take this up with corporate if I have to.

Official Employee

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2.8K Messages

1 y ago

Hello, JHC3! 

I'm really glad that you reached out to us about your ongoing internet issues. We want you to be able to fully enjoy the services we provide so I'd love to take a closer look at your situation and see if we can pinpoint the cause so we can get this fixed. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

JHC3

Contributor

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24 Messages

1 y ago

Hi Tambrey,

Thanks for the reply. I sent you a private message with the information you requested.

Regular Visitor

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2 Messages

1 y ago

I'm having the exact same issue. Crazy latency, random spikes of lag and packet loss. I'm trying so hard to troubleshoot this my self and I have not come to a conclusion. I live in CT and dont recall this being too exaggerated of an issue until recently. Recently, it's been out of control. I cant play any games, no disconnects but extremely unstable connection. I am running on ethernet and to reiterate, I dont recall this being such a pronounced issue until recently. I havent found a solution and comcast isnt helpful at the moment.

Frequent Visitor

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6 Messages

1 y ago

I saw some techs working on the street and they told me they are installing a new node. There was too much traffic in the area, which caused congestion. With everything going on right now, I am sure that is the issue for most people with our experience and there is not much of anything we can do about it. Comcast is by far the most popular service for the internet and constantly growing. They probably have to continue growing their infrastructure, and corona is speeding up the process.

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