dougeefresh's profile

Frequent Visitor

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32 Messages

Mon, Apr 20, 2020 1:00 PM

High ping, packet loss, unstable connection

It started 3-4 weeks ago. Random high ping, dropped packets, to a point where I can't do Teams meeting. One min it works perfectly then the next minute I get bad connection errors and connection becomes horrible.  This repeats all day long and happens both day and night. Oftentimes I get about half of the download speed I am supposed to get, around 60-90Mbs. 

 

My setup

Desktop connected via ethernet

Modem:  Netgear CM1100

Router: Archer A7 AC1750

Backup modem: SB6121

Backup router: Cisco E3200

Xfinity Blast with 175Mbps

 

Here's what I've done so far and nothing helped.

  • Powercycled/Restarted modem, router, computer (many, many times).
  • Factory reset of modem and router.
  • Sent reset signal via Xfinity website and CS reps (many, many times).
  • Removed a splitter and hooked up the modem directly to coax.
  • Connected computer directly to modem through ethernet bypassing router.
  • Tried a backup modem (SB6121) and a backup router (Cisco E3200) to test.
  • Firmware all up to date.
  • Tried different computers.
  • No VPN.

 

Xfinity tech came out a couple of days ago and checked the outsite connection and signal but said there are no issues. Because this happens sporadically I am thinking maybe he tested while everything was fine.

 

Not sure what else to do now.

 

Below are some test results.

 

Pinging Google

Reply from 8.8.8.8: bytes=32 time=96ms TTL=56
Reply from 8.8.8.8: bytes=32 time=45ms TTL=56
Reply from 8.8.8.8: bytes=32 time=18ms TTL=56
Reply from 8.8.8.8: bytes=32 time=125ms TTL=56
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=56
Reply from 8.8.8.8: bytes=32 time=187ms TTL=56
Reply from 8.8.8.8: bytes=32 time=53ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=143ms TTL=56
Reply from 8.8.8.8: bytes=32 time=290ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=39ms TTL=56
Reply from 8.8.8.8: bytes=32 time=71ms TTL=56
Reply from 8.8.8.8: bytes=32 time=79ms TTL=56
Reply from 8.8.8.8: bytes=32 time=136ms TTL=56
Reply from 8.8.8.8: bytes=32 time=16ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=24ms TTL=56
Reply from 8.8.8.8: bytes=32 time=260ms TTL=56
Reply from 8.8.8.8: bytes=32 time=271ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=55ms TTL=56
Reply from 8.8.8.8: bytes=32 time=26ms TTL=56
Reply from 8.8.8.8: bytes=32 time=154ms TTL=56
Reply from 8.8.8.8: bytes=32 time=47ms TTL=56
Reply from 8.8.8.8: bytes=32 time=26ms TTL=56
Reply from 8.8.8.8: bytes=32 time=41ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=65ms TTL=56
Reply from 8.8.8.8: bytes=32 time=47ms TTL=56
Reply from 8.8.8.8: bytes=32 time=198ms TTL=56

Ping statistics for 8.8.8.8:
Packets: Sent = 200, Received = 171, Lost = 29 (14% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 578ms, Average = 117ms

 

Tracert

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    14 ms    32 ms    17 ms  96.120.102.193
  3    21 ms     9 ms    13 ms  po-305-1300-rur102.burien.wa.seattle.comcast.net [96.108.136.121]
  4   169 ms   161 ms    32 ms  be-121-ar01.seattle.wa.seattle.comcast.net [69.139.163.13]
  5    94 ms    14 ms    55 ms  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165]
  6    45 ms   267 ms    34 ms  be-10846-pe01.seattle.wa.ibone.comcast.net [68.86.86.90]
  7   280 ms   225 ms    48 ms  50.242.150.242
  8   309 ms    62 ms   316 ms  108.170.245.113
  9    42 ms    91 ms    39 ms  74.125.253.67
 10    49 ms    23 ms   122 ms  dns.google [8.8.8.8]

 

Modem signal info

 

https://i.imgur.com/DGuKS5P.png

 

 

 

Responses

New Poster

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2 Messages

1 y ago

I am having pretty much the exact same issues as you and it started 3 -4 weeks ago also. I am getting similar results when i run the ping test to Google also. Thought I was having a hardware issue but after testing and hearing others..... something else is going on.

Before mid-march i have never had a problem like this.

Sorry I can't be of help, but know that others are seeing same issues.

Frequent Visitor

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32 Messages

1 y ago

Looking at this board there seems to be a lot of this going on making me believe that it's very likely a Xfinity issue. I hope someone from Xfinity can chime in. S ucks to have these issues when we need the service the most.

New Poster

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1 Message

1 y ago

Out of curiosity, are all of you on the West Coast? I'm in the Bay Area and just had Comcast come install internet yesterday (switched from AT&T UVerse). I've noticed significant packet loss, high latency and poor WiFi connectivity in the ~36 hours I've had the service. I'm seeing these issues on my PC (hard-wired) and my cell phones/smart TVs WiFi. 

Switched to Comcast because they offered 4x the download speed that AT&T was offering for the same amount of money. However, I might have to switch back if Comcast isn't able to provide consistency.

Frequent Visitor

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32 Messages

1 y ago

I am. In Renton near Seattle.

Frequent Visitor

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32 Messages

1 y ago

Xfinity said they were doing some service maintenance in my area the other night and I was hoping that would fix stuff but nothing has changed so far...

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