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

Responses

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):

model number
uptime
downstream: power levels, SNR (or MER), and error counts for all channels
upstream: power levels for all channels
complete event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

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.

3

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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

•

26.3K Messages

1 year ago

... Gigabit Plus 1200/35 ... Netgear CM1000 ...

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.

1

C

Cameron0390

Visitor

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13 Messages

@andrewl1 I have the S33, been using it since January of last year. It has been a solid modem but I have also been experiencing similar issues to what you're dealing with.

I have the "Gigabit Extra" plan (roughly 1200 Down and 200 Up) - the S33 is no longer supported for the higher upload speeds.

https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.03.14%20Full%20List%20of%20Compatible%20Devices.pdf

Check out this list for devices that support Xfinity's "Next Gen Speed Tier."

You could get the S33 and it may help resolve some of your issues, but I would personally wait to get one of these new modems that will support the much faster upload speeds. Like @BruceW mentioned, some devices are "approved/recommended for use with their Internet service", and not necessarily "approved for your Internet plan" or "approved for Gigabit".

I get roughly 1435 download on speedtests with the S33 but only 42 upload, while my plan now allows "up to 200 Mbps." The S33 should easily be able to handle these new upload speeds but for whatever reason Xfinity has decided to not include it on their list of "approved devices" for the Next Gen Speed Tier.

1 year ago

0

U

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.

1

andrewl1

Visitor

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9 Messages

Yes it happens around 4:30pm until midnight! I live in Renton and this is very annoying.

(edited)

1 year ago

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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.

1

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XfinityThomasA

Official Employee

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2.3K Messages

Thank you for trying the suggested steps, andrewl1! And, a big shout-out to you, @BruceW for sharing your expertise and helping other valued community members. Let's take a work together and have an expert Xfinity Technician take a closer look, andrewl1. Can you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.

Here are 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

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

1 year ago

0

BruceW

Gold Problem Solver

•

26.3K Messages

1 year ago

... new modem is the Hitron CODA56 ... Unfortunately I am still getting lag spikes ...

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.

0

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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XfinityKrista

Official Employee

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1.5K Messages

Hello @andrewl1, thank you for taking the time to reach out on social media. I understand your concern with the internet connection, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

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

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

11 months ago

0

Your Home Network

andrewl1

Major packet loss and bad ping every afternoon/night

BruceW

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.

andrewl1

BruceW

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.

andrewl1

Cameron0390

user_3gctxy

andrewl1

andrewl1

XfinityThomasA

BruceW

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.

andrewl1

XfinityKrista

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