Internet poor latency and disconnects

For months I have been having multiple internet disconnects and periods of unacceptable latency per day. I have used the CMD line tracert program to locate the problem. It always shows my in-house connection to be excellent. The problem hop shows to be one of the "1601milehigh.co.ibone.comcast.net" or "910fifteenth.co.ibone.comcast.net" connections, or the next hop. Ex: [ 96.110.43.241 ] and [ 96.110.33.118 ] The problem comes and goes, but when it is present, I loose internet access or the access become unusable. I need this problem to be solved.

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Responses

XfinityThomasC

Official Employee

•

2.2K Messages

17 days ago

Hello, @user_m2k4f0

Thanks for the screenshots. Can you tell us what you've done so far to resolve this latency issue? For example:

Move closer to the router.
Close any background programs and websites.
Reduce the number of devices using Wi-Fi.
Use local servers.
Connect your device to your router via Ethernet cable.
Restart your router and modem.
Replace your router.
Use local servers.

user_m2k4f0

4 Messages

17 days ago

I have restarted the router many times, and the problem has not gone away.

I have not moved the PC closer to the router, because I show an excellent signal strength.

I have not replaced the router because it is a rental Xfinity router. ( you can request it replaced if you feel it is the problem )

The problem exists when there is only one PC turned on, and no streaming TV or other heavy use devices.

The problem shows up when there are no other programs running and no other browser background tabs.

Have you analyzed the tracert images I showed?

It clearly shows my connection is a solid low latency connection.

It shows a problem far up stream where the many * are shown.

Do you agree that when using tracert, an * indicates a problem area?

Can you explain to me why I am seeing a problem up stream, but you are asking me to check so much on my in house connectivity when I show no problem here?

I have 3 PCs I can turn on and they all produce the same result, even when only one PC is on during the test.

Here is a test using a WIN 11 PC with a fresh install, and no browser running.

XfinityVianney

Official Employee

•

1.9K Messages

user_m2k4f0, I'll need to dive in further on my end so we can work on this together. I'd like to check the area for any concerns and work to figure out the hiccups with the hop. We are limited in troubleshooting that extensively, but we can work with our network and engineering partners for a possible solution. Please send me a private message with your full name and service address to get started. I'll do everything I can to help.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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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17 days ago

user_m2k4f0

4 Messages

Direct Message sent per instructions

16 days ago

EG

Expert

•

108.3K Messages

16 days ago

@user_m2k4f0 @XfinityVianney

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

user_m2k4f0

4 Messages

Per your request, I have circled back.

Jan 13th .... I logged into Direct Messaging, and found a message from XfinityEva.

I was sent a one-time verification code from XfinityBrianH.

He asked if I have a standalone router connected to my modem?

I answered "No".

Then XfinityBenjaminM asked, "When is the last time you power cycled your equipment?"

I replied, "This morning".

Then XfinityMartyR asked a few questions that I answered for him.

He said, "I have a recent history of T3 timeouts being reported. That can definitely signify signal leakage, or noise."

He wanted to send out a Tech, and one came out on the 14th.

The Tech was very knowledgeable and checked everything well.

He found a poor ground outside the house.

Inside the house he replaced two co-ax connectors and removed a 90 degree connector he said was problematic. ( all in the incoming wiring )

Then he replace the older modem/router with an updated model ( XB-7 )

The Tech said the signal looked much better and my speed had increased.

After the Tech left, I proceeded to check DL speeds with my various PCs that had been giving me troubles.

I still was not getting good DL speeds wirelessly.

DL speed was good with a LAN connection.

Only one laptop was acting like it should wirelessly.

Jan 14th ... We received an email notification from XfinityThomasC about a communication on the forum.

I went to Direct Messaging and found a message from XfinityThomasA asking how the service visit went.

I would need days of use to see if the intermittent disconnects and stalls were gone.

I continued testing and troubleshooting.

Jan 17th ... I left a Direct Message and requested some troubleshooting assistance.

I explained that the service visit went well, but I was still having some wireless speed problems.

I gave an extensive description of the problems.

I explained how I would do what I could to troubleshoot the PCs.

I asked if they provided any free troubleshooting help through the forum.

Jan 18th ... I got a Direct Message from XfinitySara saying they would be glad to help me with a problem on a particular device.

Jan 19th ... I replied with an extensive description of how I was testing on LAN and wireless, and the results.

I got a reply from XfinityPeterH who told me they would be glad to assist.

I again gave a description of what was going on, and asked for any help they could provide.

I then got a reply from XfinityJohnG.

They once again had to send me a code for verification.

I received and sent the code.

He then said, " I would like to run through a couple quick diagnostic tests on your downstream and upstream signals from here to make sure there is nothing there that would cause that speed issue."

That was over a week ago, and he has not got back to me yet.

The disconnects and stalls appear to be gone, but the wireless DL speed issue remains.

2 days ago

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Internet poor latency and disconnects

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