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trackrat2
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Contributor

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71 Messages

Sat, Mar 28, 2020 5:00 PM

High Ping and packet loss

Hoping for some help as I have been unable to get any help from Xfinity recently-chat/bot only wants to reset gateway which doesn't solve my issue.  Have been on hold several times but unable to get through to a tech.

 

currently on 175MPS plan.  Have a new Arris SB6183 with a Asus AX-88u router.  Wired connection to gaming PC-have tried both direct from modem and from router-still have high PL %-spikes of 30% wtih either connection.  no splitter instead the house wiring-have swapped the cat 5e cable-no difference.

 

have had the issue with high packet loss the last couple of months.  had a tech come out and he did find a signal loss-replaced a connection outside the home.  internet was better for a few days but now back to high ping, etc.  

Have ran ping plotter to gaming server, google, and direct to modem.  Modem plot is fine.  showing PL loss from 2nd hop to final hop for google, iracing.com servers and twitter.  Latency has large spreads.  Have tried different PC with similar results.

 

Here's the modem report:

 

operation of the cable modem.

 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 9 513000000 Hz 0.5 dBmV 39.5 dB 0 0
2 Locked QAM256 1 459000000 Hz -1.1 dBmV 39.3 dB 0 0
3 Locked QAM256 2 465000000 Hz -0.8 dBmV 39.3 dB 0 0
4 Locked QAM256 3 471000000 Hz -0.4 dBmV 39.4 dB 0 0
5 Locked QAM256 4 477000000 Hz -0.3 dBmV 39.4 dB 0 0
6 Locked QAM256 5 483000000 Hz -0.3 dBmV 39.4 dB 0 0
7 Locked QAM256 6 489000000 Hz -0.1 dBmV 39.4 dB 0 0
8 Locked QAM256 7 495000000 Hz 0.0 dBmV 39.4 dB 0 0
9 Locked QAM256 8 507000000 Hz 0.4 dBmV 38.9 dB 0 0
10 Locked QAM256 10 519000000 Hz 0.6 dBmV 39.4 dB 0 0
11 Locked QAM256 11 525000000 Hz 0.5 dBmV 39.5 dB 0 0
12 Locked QAM256 12 531000000 Hz 0.6 dBmV 39.4 dB 0 0
13 Locked QAM256 13 537000000 Hz 0.7 dBmV 39.3 dB 0 0
14 Locked QAM256 14 543000000 Hz 0.9 dBmV 39.5 dB 0 0
15 Locked QAM256 15 549000000 Hz 0.9 dBmV 39.5 dB 0 0
16 Locked QAM256 16 555000000 Hz 0.9 dBmV 39.4 dB 0 0

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 16200000 Hz 42.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35700000 Hz 42.5 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 42.5 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22700000 Hz 42.5 dBmV


 

Current System Time: Sat Mar 28 16:12:49 2020

 

Responses

trackrat2

Contributor

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71 Messages

1 y ago

Still having issues.  Large spikes in latency and high packet loss to a variety of Comcast servers, google and iracing gaming servers.  Used pingplotter and traceroutes to show Comcast who private messaged me on Twitter.  However they always say to check Xfinity speed test for ping-which I believe is the best case scenario.

not sure where to go from here.  I have worked through all of the troubleshooting guides I can find including cleaning up my PC but my signal is still extremely unreliable during peak hours.  For a 300mbs plan through a direct Ethernet cable I expect better than this.

Early Morning seems to my best signal.  Too much signal loss the rest of the day for me.

 

the solution from the Comcast remote techs is always to reboot which doesn't help.

 

anyone have any other ideas?

trackrat2

Contributor

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71 Messages

1 y ago

Here's a bit more data.  I included an am ping plot and an afternoon one below.

Hoping someone can help me determine a path forward.

 

The morning plots are consistently better and my connection is much more stable.  The afternoon plot is from a few days ago but this is typical of my experience this week.  Iracing is almost impossible due to dropped laps and quality with server-have been in contact with their support but it seems to me that the problem is on route.

The fact that the signal is always better earlier in the day leads me to a few conclusions-router, modem, signal are generally working at least at times.  Since rebooting the modem/cycling the router in the afternoon doesn't solve issue, its likely bandwidth or signal quality related?  its not overuse in the home-typically we turn off wifi devices when not in use-I do have QOS enabled on the router to prioritize the LAN connection (not sure if that really does much).  no kids watch movies during these tests and PC use

 

3.28.2020 4 pm Ping Plot.png4-4-2020 7-17-54 AM Ping Plot.png

 

Regular Visitor

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2 Messages

1 y ago

I'm litterally having the same problem. I'm hardwired yet within the last month have been bombarded with garbage connectivity. One 5 minute game of rocket league is unplayable half the time. A game of cod is unplayable. Litterally everything I do or play recently is unbearable. I've attempted every fix I have found. My latency to my router when pinged is perfect but outbound connection is abysmal. I never really noticed this prior to covid and I'm starting to think comcast is hiding something. Why is this happening to so many people at the same time. The community forum is flooded with people that are experiencing the same problems.
Krausen

Frequent Visitor

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15 Messages

1 y ago

Just chiming in to say I'm having a similar issue in New Mexico. Been seeing this behavior for about a month now - significant latency and jitter at my first hop after my personal firewall. Like others, this has made voice, video and gaming applications unusable for several hours each night.

 

first hopfirst hop

 

 

trackrat2

Contributor

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71 Messages

1 y ago

trackrat2

Contributor

 • 

71 Messages

1 y ago

I believe the issue I am having is bandwidth related but so far, have been unable to get any help from Comcast.  I have worked all troubleshooting guides.  I did add an attentuator which boosted the upload modem power (was originally only 37 which the Comcast twitter rep said was low.  Its now maybe a little high at 47 but within model specs (SB6183). My PL trends have been the same regardless.  Decent latency and very little PL in the morning.  Increased latency and many drops in the afternoons-evenings.  I have been tracking this for many days-twice a day for several weeks now.  Looking for advice on how to escalate to Comcast and hopefully get to a solution.  See modem status and ping plot examples below.  Open to other feedback and would appreciate your help

 

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 9 513000000 Hz -3.4 dBmV 39.8 dB 0 0
2 Locked QAM256 1 459000000 Hz -5.2 dBmV 39.6 dB 0 0
3 Locked QAM256 2 465000000 Hz -4.8 dBmV 39.6 dB 0 0
4 Locked QAM256 3 471000000 Hz -4.4 dBmV 39.7 dB 0 0
5 Locked QAM256 4 477000000 Hz -4.2 dBmV 39.7 dB 0 0
6 Locked QAM256 5 483000000 Hz -4.2 dBmV 39.8 dB 0 0
7 Locked QAM256 6 489000000 Hz -4.1 dBmV 39.8 dB 0 0
8 Locked QAM256 7 495000000 Hz -3.9 dBmV 39.8 dB 0 0
9 Locked QAM256 8 507000000 Hz -3.6 dBmV 39.2 dB 0 0
10 Locked QAM256 10 519000000 Hz -3.5 dBmV 39.7 dB 0 0
11 Locked QAM256 11 525000000 Hz -3.5 dBmV 39.7 dB 0 0
12 Locked QAM256 12 531000000 Hz -3.5 dBmV 39.7 dB 0 0
13 Locked QAM256 13 537000000 Hz -3.3 dBmV 39.7 dB 0 0
14 Locked QAM256 14 543000000 Hz -3.0 dBmV 39.7 dB 0 0
15 Locked QAM256 15 549000000 Hz -3.0 dBmV 39.7 dB 0 0
16 Locked QAM256 16 555000000 Hz -3.1 dBmV 39.7 dB 0 0

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 16200000 Hz 47.0 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35700000 Hz 47.0 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 47.0 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22700000 Hz 47.0 dBmV


 

Current System Time: Fri Apr 17 04:44:31 2020

 

4-17-2020 6-22-37 AM Ping Plot.png4-16-2020 8pm.png

 

New Poster

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1 Message

1 y ago

This is exactly the same issue I'm having.  Cannot play any games on PS4.

trackrat2

Contributor

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71 Messages

1 y ago

Sorry to hear others are having the same issue.  Yesterday am was a decent signal until about 10am PT-  high latency and packet loss again in the late afternoon when I tried to get some online practice in.   Almost impossible to drive even on the new West Coast server Iracing has added.  The issue isn't on their end.

 

any suggestion to get Comcast to acknowledge and provide support to help solve this?  Since it's likely infrastructure related ( lack of capability to handle peak load) I don't need a tech to come to my house.  Just need Comcast to check the system.  The outage map says everything is fine but clearly not the case.

 

trackrat2

Contributor

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71 Messages

1 y ago

Here's this morning-much better performance so far.  We will see how long that lasts....

 

New Poster

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2 Messages

1 y ago

I have been having same issues with packet loss and lag since mid-march. Convinced now that its not my harware and is in fact an issue on the comcast side. Hoping for them to provide some answers!

trackrat2

Contributor

 • 

71 Messages

1 y ago

So yesterday, signal was pretty good until around Noon ish.  today, high packet loss again.   Will call Xfinity again and see if I can get anywhere- open to suggestions.   seems like we as consumers need to build a collective case to get some better support as there appear to many folks on here with a similar issue.  

trackrat2

Contributor

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71 Messages

1 y ago

I did reboot my modem out of desperation tonight since the signal was even worse than yesterday evening.

I got this error for the first time on the log.  anyone know what that means?

 

Mon Apr 20 14:30:20 2020 Warning (5) Unicast DSID PSN startup error
trackrat2

Contributor

 • 

71 Messages

1 y ago

Agreed-the data I have points to Comcast overload, not my hardware. I ran a few hours of pretty good performance early am of each weekend day. Cheers to 6-10am internet usage. Glad I am an early morning person. My conference video calls and Iracing habit are sketchy the rest of the day. Seems like I should only pay a percent of my bill come May. Maybe subtract average packet loss from hours of peak hours of use to determine what service to pay for??? I am okay paying in full for the hours I have a decent signal.
trackrat2

Contributor

 • 

71 Messages

1 y ago

Agreed-the data I have points to Comcast overload, not my hardware. I ran a few hours of pretty good performance early am of each weekend day. Cheers to 6-10am internet usage. Glad I am an early morning person. My conference video calls and Iracing habit are sketchy the rest of the day. Seems like I should only pay a percent of my bill come May. Maybe subtract average packet loss from hours of peak hours of use to determine what service to pay for??? I am okay paying in full for the hours I have a decent signal.
trackrat2

Contributor

 • 

71 Messages

1 y ago

First attachment didn't show both-this one shows last night and this morning

 

trackrat2_0-1587477116798.png

 

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