3 Messages
How to resolve packet loss in Comcast network
We've been having significant internet issues for weeks where the connection drops or times out. Latency often goes over 5s, so any games that use the internet are unplayable.
I did some digging and it looks like a specific Comcast router is dropping a high % of traffic. Its name is be-36111-cs01.seattle.wa.ibone.comcast.net.
Here's the output from mtr showing the packet loss in the network.
US-MBP-XYF45K (192.168.1.101) -> 8.8.8.8 (8.8.8.8) 2024-09-18T12:04:32-0700
Keys: Help Display mode Restart statistics Order of fields quit
Packets Pings
Host Loss% Snt Last Avg Best Wrst StDev
1. clamnet-media-3 0.0% 315 1.5 1.3 0.6 10.6 0.8
2. 100.93.161.66 1.3% 315 13.5 13.0 4.6 37.2 5.0
3. po-319-345-rur401.bellevue.wa.seattle.comcast.net 1.9% 315 10.3 12.3 7.1 32.4 4.0
4. po-2-rur402.bellevue.wa.seattle.comcast.net 1.3% 315 12.4 12.3 6.1 50.3 4.2
5. po-400-xar02.bellevue.wa.seattle.comcast.net 1.6% 315 11.3 12.7 6.3 36.6 4.5
6. be-300-arsc1.seattle.wa.seattle.comcast.net 2.5% 315 17.5 14.0 8.5 92.3 6.1
7. be-36111-cs01.seattle.wa.ibone.comcast.net 45.5% 315 13.1 14.1 9.8 32.5 3.8
8. be-2112-pe12.seattle.wa.ibone.comcast.net 3.5% 315 12.7 14.3 9.8 44.4 4.4
9. 50.248.117.18 3.2% 315 13.0 13.7 7.0 32.2 3.8
10. 108.170.255.127 1.3% 315 12.0 15.0 8.3 41.3 4.9
11. 142.251.50.243 3.2% 315 14.7 14.2 7.9 32.3 4.4
12. dns.google 0.6% 314 14.1 14.2 8.9 34.9 4.7
As you can see, the be-36111-cs01.seattle.wa.ibone.comcast.net router is dropping ~45% of packets, which seems highly likely to be the root cause. Could be that the whole router is bad or just a bad cable. I cannot fix this on my end because it's in some Comcast datacenter. Please advise.
BruceW
Gold Problem Solver
•
26K Messages
2 months ago
Hop 12 shows less packet loss than hop 2, so the "loss" at hop 7 is likely more apparent than real, and probably not significant. Please see https://www.dslreports.com/faq/14068. The fact that hops beyond than ones you are concerned received the trace packets indicates that the router at that address is doing its job: forwarding data packets. The hop 7 router's occasional delay in or failure to respond to trace packets, while annoying, is most likely not actually slowing down data transfer. If it was we'd see high RTT values and/or packet loss in all subsequent hops.
Interpreting trace results is tricky. What appears to be "late" or is reported as "lost" could mean 1) the packet did not reach or was delayed in reaching that hop, or 2) the router at that hop didn't reply or was slow to reply, or 3) the reply from that hop didn't make it back or was delayed in making it back to the trace program.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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BruceW
Gold Problem Solver
•
26K Messages
2 months ago
Start by seeing if your modem or gateway's signal stats are in spec, see Internet Troubleshooting Tips. If your signals are in spec and stable there isn't much more you can do except to bug Comcast/Xfinity to find and fix the problem. If an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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