High ping and Pocket loss

I’ve been experiencing high latency and ping for over 3 weeks now. Ive had 7 techs come by two of them being Senior tech and one supervisor. I’ve had the wiring changed in my house as well as the outside cables along side with the nodes. I’ve also got a new modem from xfinity and the problem continues. Gaming is impossible to enjoy as well as watching Netflix and doing anything else at the same time. Can anyone help me please. I have the 1.2gb plan fyi. I have experienced this issue both on ethernet and Wi-Fi both on my PC and my PlayStation I have a different device is connected at one time.

Responses

CCAbbie

Problem Solver

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1.4K Messages

2 years ago

@TheCableGuy350 I am sorry to hear you have been experiencing so many issues. I want to help in any way I can.

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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user_6a3645

Visitor

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2 Messages

2 years ago

I have the exact same issue. It started sometime in early to mid May. I've opened three cases with no resolution. I understand now, after many of my own neighbors have opened cases, this is an area-wide problem - at least between the Genesee/Evergreen area and the Littleton hop (acr01.littleton.co.denver.comcast.net or 96.120.12.125) where the root cause of the latency appears to exist.

I wish Xfinity would at least acknowledge the high packet loss problem and update us on the resolution instead of forcing us to make ticket after ticket to have tech after tech come out and say, "Well, your signal is clean, don't know what else to tell you."

Please - fix this ASAP. It is affecting my work. Our VOIP, VPN and Teams video conferences for work all regularly disconnect every day, all day - since May. It affects my recreation - playing online low-latency games is nearly impossible. I've reproduced the problem using a wired connection, two different cable modems (including the Motorola MB8611 officially supported by Comcast) and multiple Cat5 (and 8) cables. My ping to my own gateway is always clean <0 ms. My modem signals are locked and within range. Please do not post another "here's how to restart your modem and double-check everything." Fix the problem - it's a PACKET LOSS PROBLEM IN COMAST NETWORK.

I'm paying for a service that is broken for months.

HERE'S THE PROBLEM XFINITY: (acr01.littleton.co.denver.comcast.net or 96.120.12.125)

This is a MTR to Comcast's own DNS servers (~20% packet loss, starting at Littleton node). Note the high packet loss starting at acr01.littleton.co.denver.comcast.net and waterfalls from there - consistently.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| <home-router> - 0 | 83 | 83 | 0 | 0 | 1 | 0 |
|cm-1-acr01.littleton.co.denver.comcast.net - 19 | 48 | 39 | 4 | 14 | 69 | 69 |
| 68.86.129.205 - 19 | 48 | 39 | 5 | 18 | 69 | 69 |
|po-100-xar02.littleton.co.denver.comcast.net - 20 | 47 | 38 | 4 | 13 | 43 | 11 |
| 96.216.147.17 - 20 | 47 | 38 | 5 | 14 | 31 | 11 |
| 96.216.22.122 - 20 | 47 | 38 | 7 | 16 | 44 | 40 |
| 68.85.89.210 - 20 | 47 | 38 | 5 | 14 | 44 | 11 |
|dns-sw01.highfield.co.denver.comcast.net - 20 | 47 | 38 | 10 | 14 | 44 | 12 |
| cdns01.comcast.net - 20 | 47 | 38 | 7 | 13 | 33 | 12 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Here's to Google DNS (~28% packet loss to the 8s):

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| <home-router> - 0 | 127 | 127 | 0 | 0 | 2 | 0 |
|cm-1-acr01.littleton.co.denver.comcast.net - 28 | 58 | 42 | 4 | 19 | 132 | 12 |
| 68.86.129.205 - 28 | 58 | 42 | 5 | 23 | 164 | 13 |
|ae-2-rur101.littleton.co.denver.comcast.net - 28 | 58 | 42 | 5 | 23 | 132 | 7 |
| 68.86.179.237 - 28 | 58 | 42 | 4 | 18 | 132 | 12 |
|be-304-arsc1.denver.co.denver.comcast.net - 28 | 58 | 42 | 4 | 30 | 153 | 13 |
|be-36021-cs02.1601milehigh.co.ibone.comcast.net - 42 | 46 | 27 | 4 | 17 | 68 | 13 |
|be-1213-cr13.1601milehigh.co.ibone.comcast.net - 28 | 58 | 42 | 5 | 19 | 133 | 14 |
| be-301-cr13.champa.co.ibone.comcast.net - 28 | 58 | 42 | 9 | 21 | 133 | 14 |
|be-1313-cs03.champa.co.ibone.comcast.net - 28 | 58 | 42 | 10 | 20 | 133 | 14 |
|be-3311-pe11.910fifteenth.co.ibone.comcast.net - 28 | 58 | 42 | 9 | 21 | 133 | 14 |
| 23.30.207.162 - 28 | 58 | 42 | 11 | 22 | 134 | 15 |
| 216.239.47.247 - 28 | 58 | 42 | 9 | 22 | 134 | 15 |
| 209.85.142.171 - 28 | 58 | 42 | 5 | 20 | 132 | 13 |
| dns.google - 28 | 58 | 42 | 5 | 20 | 132 | 13 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

(edited)

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TheCableGuy350

Visitor

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2 Messages

2 years ago

Just FYI if anyone sees this post nothing has been fixed as of today June 22 2023. The people on these message boards arent much help they keep trying to sends techs. Good luck yo anyone else going through it.

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user_6a3645

Visitor

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2 Messages

2 years ago

Xfinity Support: is there an ETA when this will be fixed? This problem has going on since May.

As of tonight at 8:50pm Mountain, packet loss continues in spite of Comcast's promise to fix the problem this week. This is an area-wide issue in the Genesee, CO area, at the very least.

Online multiplayer gaming is completely impossible due to rubber-banding, high latency and disconnects - not to mention, maintaining a consistent VPN connection, Teams video conference or VoiP call.

Here is the consistent packet loss of 8%, starting at the first node (cm-1-acr01.littleton.co.denver.comcast.net ) consistent across all nodes (indicative of the initial node root cause) - connecting to Comcast's own DNS servers:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| <router> - 0 | 2592 | 2592 | 0 | 0 | 3 | 1 |
|cm-1-acr01.littleton.co.denver.comcast.net - 8 | 1980 | 1824 | 5 | 14 | 161 | 13 |
| 68.86.129.205 - 8 | 1980 | 1824 | 6 | 19 | 169 | 15 |
|po-100-xar02.littleton.co.denver.comcast.net - 8 | 1984 | 1829 | 5 | 14 | 161 | 13 |
| 96.216.147.17 - 9 | 1972 | 1814 | 5 | 15 | 162 | 17 |
| 96.216.22.122 - 8 | 1980 | 1824 | 9 | 19 | 167 | 19 |
| 68.85.89.210 - 8 | 1980 | 1824 | 6 | 15 | 162 | 14 |
|dns-sw01.highfield.co.denver.comcast.net - 8 | 1984 | 1829 | 5 | 15 | 166 | 14 |
| cdns01.comcast.net - 8 | 1984 | 1829 | 5 | 16 | 167 | 17 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Also, here is a pathping test to Comcast DNS:

Tracing route to cdns01.comcast.net [75.75.75.75]
over a maximum of 30 hops:
0 <pc>
1 <router>
2 cm-1-acr01.littleton.co.denver.comcast.net [96.120.12.125]
3 68.86.129.205
4 po-100-xar02.littleton.co.denver.comcast.net [68.86.179.249]
5 96.216.147.17
6 96.216.22.122
7 68.85.89.210
8 dns-sw01.highfield.co.denver.comcast.net [96.108.138.78]
9 cdns01.comcast.net [75.75.75.75]

Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 <pc>
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% <router>
11/ 100 = 11% |
2 13ms 15/ 100 = 15% 4/ 100 = 4% cm-1-acr01.littleton.co.denver.comcast.net [96.120.12.125]
0/ 100 = 0% |
3 20ms 19/ 100 = 19% 8/ 100 = 8% 68.86.129.205
0/ 100 = 0% |
4 17ms 19/ 100 = 19% 8/ 100 = 8% po-100-xar02.littleton.co.denver.comcast.net [68.86.179.249]
0/ 100 = 0% |
5 16ms 15/ 100 = 15% 4/ 100 = 4% 96.216.147.17
0/ 100 = 0% |
6 15ms 12/ 100 = 12% 1/ 100 = 1% 96.216.22.122
0/ 100 = 0% |
7 --- 100/ 100 =100% 89/ 100 = 89% 68.85.89.210
0/ 100 = 0% |
8 14ms 13/ 100 = 13% 2/ 100 = 2% dns-sw01.highfield.co.denver.comcast.net [96.108.138.78]
0/ 100 = 0% |
9 15ms 11/ 100 = 11% 0/ 100 = 0% cdns01.comcast.net [75.75.75.75]

Trace complete.

(edited)

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XfinityRoberto

Official Employee

•

1.7K Messages

Hello and welcome to Comcast. I am sorry to hear that you are having this issue with your serivce.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

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

2 years ago

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TheCableGuy350

High ping and Pocket loss

CCAbbie

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TheCableGuy350

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