High Ping Times

I am experiencing high ping times, mostly at evenings, while using the internet, and I am unable to find a solution.

I play a couple browser games, and I constantly experience problems with ping going from 20 to 400+ ms. Even Gmail gets slow during this time. Events usually occur every 10-15 seconds and the issue can last for hours. It happens very consistently to the point I was driven here since there's no way to create a support ticket it seems.

Been in IT since 89, so I have a clue. I tried restarting the modem and router. Checked logs. Even replace a length of RG6 that was suspect. Nothing helped or resolves except time. I assume evenings are peak hours and the node is being hammered. Is there some way to create a ticket (by design I'm sure) and I'm just an idiot and overlooking it? Please let me know if you need me to post pics of logs.

I will post pic of example ping issue in next message since it doesn't seem to let me do it here (by design I'm sure).

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user_lqr28l

11 Messages

4 months ago

must have at least 20 characters to post

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EG

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106.9K Messages

4 months ago

First. Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further.

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user_lqr28l

11 Messages

>Is this with a WiFi connection ?

It's a hardwired Ethernet connection. All cables are at least CAT5e. Cable to my desktop is 6' long.

>If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

Yes. During evenings, my 4PM - 11PM PST range, the ping rates are bad like as pic. I just did some tests and all pings are a more normal range and a 5 min test of the game shows no issues with lag.

Hope this helps.

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4 months ago

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EG

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106.9K Messages

4 months ago

OK 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 copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

What is the exact make and model number of the modem / gateway device ?

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user_lqr28l

11 Messages

Arris SB6190 modem.

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	13	489.00 MHz	0.40 dBmV	40.37 dB	39	0
2	Locked	256QAM	1	417.00 MHz	1.10 dBmV	40.95 dB	82	0
3	Locked	256QAM	2	423.00 MHz	0.90 dBmV	40.37 dB	55	0
4	Locked	256QAM	3	429.00 MHz	1.00 dBmV	40.37 dB	43	0
5	Locked	256QAM	4	435.00 MHz	0.80 dBmV	40.95 dB	48	0
6	Locked	256QAM	5	441.00 MHz	0.60 dBmV	40.95 dB	34	0
7	Locked	256QAM	6	447.00 MHz	0.70 dBmV	40.37 dB	57	0
8	Locked	256QAM	7	453.00 MHz	0.60 dBmV	40.37 dB	66	0
9	Locked	256QAM	8	459.00 MHz	0.40 dBmV	40.95 dB	46	0
10	Locked	256QAM	9	465.00 MHz	0.60 dBmV	40.37 dB	50	0
11	Locked	256QAM	10	471.00 MHz	0.40 dBmV	40.37 dB	44	0
12	Locked	256QAM	11	477.00 MHz	0.70 dBmV	40.37 dB	51	0
13	Locked	256QAM	12	483.00 MHz	0.90 dBmV	40.37 dB	46	0
14	Locked	256QAM	14	495.00 MHz	0.50 dBmV	40.37 dB	30	0
15	Locked	256QAM	15	507.00 MHz	0.20 dBmV	40.37 dB	58	0
16	Locked	256QAM	16	513.00 MHz	0.10 dBmV	40.95 dB	41	0
17	Locked	256QAM	17	519.00 MHz	-0.10 dBmV	40.37 dB	22	0
18	Locked	256QAM	18	525.00 MHz	-0.20 dBmV	40.37 dB	44	0
19	Locked	256QAM	19	531.00 MHz	-0.20 dBmV	40.95 dB	58	0
20	Locked	256QAM	20	543.00 MHz	-0.70 dBmV	40.95 dB	32	0
21	Locked	256QAM	21	549.00 MHz	-0.30 dBmV	40.95 dB	18	0
22	Locked	256QAM	22	555.00 MHz	-0.10 dBmV	40.37 dB	43	0
23	Locked	256QAM	23	561.00 MHz	-0.10 dBmV	40.37 dB	21	0
24	Locked	256QAM	24	567.00 MHz	0.00 dBmV	40.37 dB	34	0
25	Locked	256QAM	25	573.00 MHz	-0.40 dBmV	39.90 dB	59	0
26	Locked	256QAM	26	579.00 MHz	-0.50 dBmV	39.90 dB	17	0
27	Locked	256QAM	27	585.00 MHz	-0.70 dBmV	39.90 dB	24	0
28	Locked	256QAM	28	591.00 MHz	-1.00 dBmV	39.90 dB	29	0
29	Locked	256QAM	29	597.00 MHz	-0.90 dBmV	39.90 dB	32	0
30	Locked	256QAM	30	603.00 MHz	-0.80 dBmV	40.40 dB	18	0
31	Locked	256QAM	31	609.00 MHz	-1.10 dBmV	39.90 dB	43	0
32	Locked	256QAM	32	615.00 MHz	-0.70 dBmV	39.90 dB	31	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	3	5120 kSym/s	22.80 MHz	49.50 dBmV
2	Locked	ATDMA	6	2560 kSym/s	40.40 MHz	49.50 dBmV
3	Locked	ATDMA	5	5120 kSym/s	35.60 MHz	49.50 dBmV
4	Locked	ATDMA	4	5120 kSym/s	29.20 MHz	49.50 dBmV
5	Locked	ATDMA	2	5120 kSym/s	16.40 MHz	51.00 dBmV
6	Locked	ATDMA	1	2560 kSym/s	10.40 MHz	51.00 dBmV

Last few errors from the log (MACs removed):

Sun Jun 23 19:59:56 2024	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 23 20:00:16 2024	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 23 22:12:43 2024	3	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 24 13:28:52 2024	3	Ranging Request Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 24 13:28:52 2024	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 24 13:28:53 2024	3	No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

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4 months ago

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user_lqr28l

11 Messages

Router is Linksys E2500. 4-5 PCs connected to the network and sharing resourced during the day and next to zero issues. I usually use a proxy when browsing and that does add a layer which I need to monitor and deal with sometimes, but the ping rate pic was from a direct connection to the modem and not relayed through a proxy. However I have tested both when the issue happens and it seems to be modem based, not proxy related.

When the ping issue happens there is only the one PC on the network and accessing the internet. The issue is pretty consistent with the times I listed, and never/rarely outside. And if it does happen outside the evening times, then it's very short lived, like 5 mins, which I expect of course. But consistently in the evening hours. Sometimes I will use a laptop around midnight to about 2AM to watch vids on youtube and it will sometimes buffer, which I believe may related to the ping issue, but I never spent the time to diagnose it.

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4 months ago

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user_lqr28l

11 Messages

So... we're done here? Any way to create a support ticket with Comcast to address this?

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4 months ago

XfinityMartyR

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1.5K Messages

user_lqr28l We can take a closer look on our end, and see what the signal levels look like. There may be a bandwidth concern in your area, especially due to the specific time frame mentioned. Please send us a direct message, so we can gather additional information.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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EG

Expert

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106.9K Messages

4 months ago

@user_lqr28l

Apologies for losing track of your topic. 😞

OK, this may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.

The upstream power is too high and it may be intermittently fluctuating even higher to out-of-spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Good luck with it !

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U

user_lqr28l

11 Messages

Ok, that's something I can work with. Thanks for the advice and direction!

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4 months ago

EG

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106.9K Messages

4 months ago

Quite welcome ! Please post back here with how it goes.

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user_lqr28l

11 Messages

Actually, one last question for clarification and so I know for sure what I should be comparing against and looking for.

>The upstream power is too high and it may be intermittently fluctuating even higher to out-of-spec levels.

I assume under the "Upstream Bonded Channels" list is where I am looking and the "Power" column? What is a more normal value that I should see in this column?

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4 months ago

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user_lqr28l

11 Messages

Note:

Ideal power for upstream is 38-48 dBmV.

Ideal power for downstream is -7 to +7 dBmV.

My run is about 175' or so. Tap might be a little low or my RG6 cable could be some cheap brand. Not sure without some ladder and ceiling time in my office. I'd likely just replace the whole run with RG11 and be done with it. I'm planning on moving in a few months so likely not going to happen. But thought I would update the thread in case someone else is dealing with this kind of issue and wanted to know specs and my current thoughts on a next step.

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4 months ago

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High Ping Times

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