Visitor
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9 Messages
Major packet loss and bad ping every afternoon/night
Hello,
In the past week or so, every afternoon and night my internet loses a bunch of packets and pinging google.com will result in 100-500ms and sometimes request times out. In the morning, its fine and I get a constant 8-20ms when pinging google.com.
I need some help here because I can't game at night. I am connected to the router via ethernet cable.
What kind of information do you need to help you help me troubleshoot this issue?
Thanks
BruceW
Gold Problem Solver
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26.3K Messages
1 year ago
Begin by checking signal quality at your modem or gateway. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):
Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.
If you can't find the problem or you'd rather have Comcast take care of it and 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/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
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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andrewl1
Visitor
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9 Messages
1 year ago
Oops! I just read your comment and seems like you don't see replies. So here I am typing another post so you get notified. Please let me know if you need more information. Thanks!
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BruceW
Gold Problem Solver
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26.3K Messages
1 year ago
Although probably not the root of the problem you are having, be aware that Comcast does not approve the CM1000 for Gigabit Internet service. They rate it for wired download speeds "Up to 950 Mbps". Using devices on Internet speed tiers for which they are not approved tends to produce unexpected results, often speeds well below the ones you are paying for. For approved retail devices, see the "All Compatible Devices" link near the bottom of https://www.xfinity.com/support/devices (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.03.14%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).
Realize that although Comcast calls some devices "Approved" and some "Recommended", for all but a few devices those designations only mean "approved/recommended for use with their Internet service", and not necessarily "approved for your Internet plan" or "approved for Gigabit". Comcast could make all of this much clearer, but they have chosen not to do so.
The signals stats downstream look good, but the upstream looks . . . odd. I don't know what might cause it, but the channels are scattered in a way I haven't see before, and the difference in power levels from lowest to highest is not good. The event log is awful.
Consider replacing the CM1000 with an approved device, or changing your plan to one for which that device is approved. And, as stated, if you can't find the cause of the connection problem you'll need to have a premise tech come out to locate the cause and correct it.
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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andrewl1
Visitor
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9 Messages
1 year ago
Thanks Bruce,
I'll try replacing the modem with an Arris S33 and see if that works.
I will report back after I have it all setup.
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user_3gctxy
1 Message
1 year ago
Does the problem start at around 5 and end at midnight? I'm in the south Seattle area and I've been dealing with this issue since February.
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andrewl1
Visitor
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9 Messages
1 year ago
Ok, so I upgraded both my router and my modem.
My new modem is the Hitron CODA56 because I heard the upload speeds might get a boost and this modem is on compatible list.
Unfortunately I am still getting lag spikes from around 4:30pm until midnight or later.
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BruceW
Gold Problem Solver
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26.3K Messages
1 year ago
As stated above, if you can't fix the problem using the Troubleshooting link above, you'll need to have a Comcast premise tech come out to track down the cause and correct it.
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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andrewl1
Visitor
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9 Messages
11 months ago
I had a technician come over, he did all he could. He was able to see the problem I had, but he couldn't fix it because he says its a Comcast issue not his issue. I honestly don't know what else I can do.
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