Large Ping spikes and packet loss

I've been experiencing multiple issues over the last 6 months with my internet during various points in the day. These start occurring around 1-2 PM local time, and reach their worst during peak hours.

My connection will experience large ping spikes, usually followed by periods of high packet loss, and occasionally streaming interruptions. These issues make it difficult to use the service for either work or leisure. Online games lag, having fluctuations between 2-5x the normal, video chats for work will have reduced quality, and streaming services will often hang. I'm at my wits end explaining this to multiple parties in both support and in person.

I’ve been through exhaustive troubleshooting to resolve the issue:

Support has reprovisioned my modem.
Check and replaced all internal and external wiring.
Checked updated modem and router setup, testing with and without the router in place.
Had an Xfinity tech visit and replace the outside line/test connection.
Performed ping monitoring and multiple traces to diagnose possible bad routing.

The connection issues still persist, but I was finally able to catch some bad routing through gtt.net I had a similar issue in the past, and its incredibly frustrating to go through the multiple levels of online support to get anything done. Here’s a sampling of the ping issues and rough routing through gtt:

First Trace

traceroute to 23.81.176.18 (23.81.176.18), 30 hops max, 60 byte packets

1 96.120.102.213 (96.120.102.213) 20.106 ms 19.925 ms 19.907 ms

2 po-306-1216-rur202.tumwater.wa.seattle.comcast.net (68.87.207.253) 19.720 ms 19.762 ms 19.749 ms

3 po-200-xar02.tumwater.wa.seattle.comcast.net (69.139.161.185) 19.815 ms 19.707 ms 19.701 ms

4 be-306-arsc1.seattle.wa.seattle.comcast.net (69.139.161.65) 23.601 ms 23.556 ms 23.554 ms

5 * * *

6 be-2212-pe12.seattle.wa.ibone.comcast.net (96.110.34.134) 23.391 ms be-2112-pe12.seattle.wa.ibone.comcast.net (96.110.34.130) 33.957 ms be-2212-pe12.seattle.wa.ibone.comcast.net (96.110.34.134) 34.620 ms

7 76-74-25-85.rulespace.com (76.74.25.85) 34.606 ms 34.594 ms 34.579 ms

8 ae11.cr0-sjc2.ip4.gtt.net (89.149.183.10) 135.562 ms 135.537 ms ae10.cr0-sjc2.ip4.gtt.net (141.136.110.14) 135.521 ms

9 ip4.gtt.net (173.205.44.194) 76.071 ms ip4.gtt.net (69.174.12.38) 95.609 ms 95.591 ms

10 po-1.ce03.sfo-12.us.leaseweb.net (173.208.122.11) 55.639 ms po-2.ce03.sfo-12.us.leaseweb.net (173.208.122.15) 55.615 ms po-1.ce04.sfo-12.us.leaseweb.net (173.208.122.13) 55.548 ms

11 23.81.176.18 (23.81.176.18) 55.568 ms 55.555 ms 95.378 ms

-------------------------------------------------------------------------------------------------------------------------------

Second Trace

traceroute to 23.81.176.5 (23.81.176.5), 30 hops max, 60 byte packets

1 96.120.102.213 (96.120.102.213) 9.755 ms 9.643 ms 9.622 ms

2 po-306-1215-rur201.tumwater.wa.seattle.comcast.net (68.87.205.21) 9.469 ms 9.590 ms 9.575 ms

3 po-2-rur202.tumwater.wa.seattle.comcast.net (24.124.128.42) 9.440 ms 9.465 ms 9.453 ms

4 po-200-xar02.tumwater.wa.seattle.comcast.net (69.139.161.185) 9.494 ms 9.446 ms 9.447 ms

5 be-306-arsc1.seattle.wa.seattle.comcast.net (69.139.161.65) 13.237 ms 13.190 ms 13.192 ms

6 be-36131-cs03.seattle.wa.ibone.comcast.net (68.86.93.9) 13.177 ms * be-36111-cs01.seattle.wa.ibone.comcast.net (68.86.93.1) 14.232 ms

7 be-2212-pe12.seattle.wa.ibone.comcast.net (96.110.34.134) 14.222 ms be-2312-pe12.seattle.wa.ibone.comcast.net (96.110.34.138) 14.208 ms be-2412-pe12.seattle.wa.ibone.comcast.net (96.110.34.142) 22.367 ms

8 76-74-25-85.rulespace.com (76.74.25.85) 22.327 ms 22.287 ms 22.240 ms

9 ae10.cr0-sjc2.ip4.gtt.net (141.136.110.14) 77.762 ms 79.956 ms 37.916 ms

10 ip4.gtt.net (173.205.44.194) 38.693 ms 30.475 ms ip4.gtt.net (69.174.12.38) 31.014 ms

11 po-1.ce03.sfo-12.us.leaseweb.net (173.208.122.11) 30.373 ms po-2.ce03.sfo-12.us.leaseweb.net (173.208.122.15) 30.364 ms po-1.ce03.sfo-12.us.leaseweb.net (173.208.122.11) 69.716 ms

12 ded105-lv-lw-sj.huntshowdown.com (23.81.176.5) 30.264 ms !X 30.208 ms !X 30.167 ms !X

Responses

XfinityMarcos

Official Employee

•

2.2K Messages

11 days ago

Hi user_6lqd4i, thank you for reaching out and creating such a detailed post. This type of issue can certainly get frustrating, so I can only imagine what you've gone through. Since this is a repeat issue along with multiple tech visits, I'd like to review a few things and check out your signal health. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? 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

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user_6lqd4i

3 Messages

Thank you Marcos!

I've had a technician out to the residence in response to this, and they were unable to find any issues with the hard line or existing hardware. As the issue primarily occurs in the evening, it is difficult to show during business hours when a tech would arrive.

Continued monitoring of my connection and additional trace routes indicate that packet loss appears to be occurring when being routed through as6453.net, or via the Comcast backbones. The as6453.net servers are owned by Tata Communications.

Is it possible to have the routing addressed? What are my options as a customer when this appears to be problematic nodes?

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6 days ago

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XfinityRoberto

Official Employee

•

1.6K Messages

Thank you so much for getting back to us. The only thing we can do is try to send out a technician out to your home again. We can probably try sending them on the latest time of day and see if they can see anything .

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

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4 days ago

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user_6lqd4i

3 Messages

This is problematic because of the above, and it feels like talking to a wall. Your technicians have already been out twice and performed the same tasks(Checking signal strength, checking local connection and hardware, etc.)

There are plenty of examples her to problematic IPs where Jitter(Ping variance) and Packet loss are apparent. I'll take an example from above to repeat my point yet again:

This destination IP only goes through comcast(Xfinity) and as6453.net(Tata Communications) hops. I've walked this back from the initial destination in order to pinpoint the problematic area.

Tracing route to if-bundle-35-2.qcore1.lvw-losangeles.as6453.net [207.45.219.6]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms RT-AX88U-75D8 [192.168.50.1]
2 15 ms 12 ms 12 ms 96.120.102.213
3 11 ms 12 ms 14 ms po-306-1215-rur201.tumwater.wa.seattle.comcast.net [68.87.205.21]
4 11 ms 12 ms 12 ms po-2-rur202.tumwater.wa.seattle.comcast.net [24.124.128.42]
5 11 ms 11 ms 12 ms po-200-xar02.tumwater.wa.seattle.comcast.net [69.139.161.185]
6 15 ms 15 ms 16 ms be-306-arsc1.seattle.wa.seattle.comcast.net [69.139.161.65]
7 30 ms * 31 ms be-36131-cs03.seattle.wa.ibone.comcast.net [68.86.93.9]
8 16 ms 16 ms 20 ms be-2301-pe01.seattle.wa.ibone.comcast.net [96.110.39.226]
9 15 ms 25 ms 24 ms ix-ae-13-0.tcore2.00s-seattle.as6453.net [64.86.124.20]
10 16 ms 13 ms 14 ms if-ae-2-2.tcore1.00s-seattle.as6453.net [64.86.123.92]
11 61 ms 61 ms 58 ms if-ae-20-2.tcore1.sv1-santaclara.as6453.net [64.86.123.95]
12 59 ms 57 ms 58 ms if-bundle-35-2.qcore1.lvw-losangeles.as6453.net [207.45.219.6]

Monitoring the ping and packet loss here during peak times results in the following:

As you can see here, my ping fluctuates from 55ms to in the neighborhood of 200 ms in the space of roughly 5 minutes that I captured. This makes it difficult to use the service that I pay for, as maintaining a stable connection for video calls, streaming, or gaming is inconsistent. Sending a technician out yet again during times that are generally stable seems like a waste of time for all of those involved here.

I'll repeat my question yet again: How can I as a customer address apparent issues with routing as it seems to pertain to xfinity and its partners?

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23 hours ago

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user_6lqd4i

Large Ping spikes and packet loss

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