Packet Loss and Ping Spikes

Please start here if you wish;

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9 

Hello, @user_mwghcw have you tested the latency of your internet connection by using https://speedtest.xfinity.com? Anything below a ping of 20ms is considered to be great, while anything over 150ms could result in noticeable lag. Some steps I recommend are to:

 

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 an Ethernet cable.

Restart your router and modem.

Replace the router.

 

Does Valorant offer a lobby for local servers you can wait in for a few minutes before you can join a game, the higher performance is worth the wait.

 

 

 

 

They are using ethernet..

@user_mwghcw 

Have you had a chance to see if any of those tips apply ?

@EG @XfinityThomasC Sorry for the delayed reply. I actually called Xfinity the same day I made this initial post and got in contact with an agent who seemed to fix the issue—at least temporarily. It was fine for a few days, but the same errors have returned today. The packet loss isn't as bad as before, but it's still reaching up to 75%. I imagine it’s probably going to get worse as days go by. Additionally, browsing the internet on both mobile devices and computers is extremely slow, even when there are only two people connected. I'd like to add, the ethernet cord does blink an orange color. As for Valorant, there aren't any local servers for the game. I don't think it's a PC issue or game issue.

Recent changes in your service

If you recently changed any of your Comcast services or had your service recently installed, verify with a Comcast representative that there are no provisioning or registration issues on your account.

- There were changes to the service and installation around March-April. For example, changes to the speed went from GIGABIT 1000 Mbps to FAST 500 Mbps. I want to note that I wasn't the person who made these changes—the account holder did. I recently moved back with these changes in place and noticed the issues then. From December to January, everything was fine, but during the time I was away, something might have happened. I shared this information with the person I spoke to on the phone, but it didn't seem to make a difference to them.

 

Verify modem compatibility & Determine if your problem is router-based or modem/signal-based (not applicable to gateway devices)

If you've had your modem for a while, it may have reached End of Life (EOL) status. You can view modem compatibility info by visiting https://mydeviceinfo.xfinity.com.

- As I said before, there was a recent installation that occurred. A tech from Xfinity installed The XFI ADVANCED GATEWAY (XB7). I'm not sure if the gateway has something to do with it.

Check your signal levels & Check Codewords

-For the signal levels and Codewords, I'm a bit confused on what exactly I'm supposed to be looking for. I'm not tech-savvy when it comes to something like this. So I'll just put a photo of what I think I'm supposed to be looking at instead and you can definitely tell me. 

Check the event log

-I don't see anything in my event log from the past 90 days that has anything to do with what the tip is saying. (I think)

Inspect cabling

-The coax, ethernet cable, and F-connectors all appear to be fine, but I can't see the images for what it should look like on the Connection Troubleshooting Tips page because they won't load. I'll add a picture as well.

Traceroutes and ping tests

Traceroutes:

C:\Windows\System32>tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [2600:1403:d400:588::1b62]
over a maximum of 30 hops:

  1     2 ms     2 ms     2 ms  2601:586:d101:f960:e2db:d1ff:fe2c:6249
  2    10 ms    12 ms    12 ms  2001:558:1038:ec::2
  3    13 ms    24 ms    12 ms  po-109-rur501.northdade.fl.pompano.comcast.net [2001:558:72:1442::1]
  4    13 ms    12 ms    10 ms  2001:558:70:500d::1
  5    15 ms     *        *     be-302-arsc1.pompanobeach.fl.pompano.comcast.net [2001:558:70:806a::1]
  6    20 ms    15 ms    17 ms  2001:559:800c:1900::7da2
  7    14 ms    16 ms    16 ms  vlan104.r05.spine101.mia03.fab.netarch.akamai.com [2600:1403:dc00:506::1]
  8    15 ms    12 ms    17 ms  vlan105.r01.leaf101.mia03.fab.netarch.akamai.com [2600:1403:dc00:a01::1]
  9    15 ms    17 ms    17 ms  vlan101.r12.tor101.mia03.fab.netarch.akamai.com [2600:1403:dc00:260c::1]
 10    16 ms    16 ms    20 ms  g2600-1403-d400-0588-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1403:d400:588::1b62]

Ping tests

C:\Windows\System32>ping -t www.comcast.net

Pinging e7010.dscg.akamaiedge.net [2600:1403:d400:58f::1b62] with 32 bytes of data:
Reply from 2600:1403:d400:58f::1b62: time=24ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=11ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=22ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=24ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=11ms
Reply from 2600:1403:d400:58f::1b62: time=19ms
Reply from 2600:1403:d400:58f::1b62: time=13ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=24ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=13ms
Reply from 2600:1403:d400:58f::1b62: time=29ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=25ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=12ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=17ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=16ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=18ms
Reply from 2600:1403:d400:58f::1b62: time=27ms
Reply from 2600:1403:d400:58f::1b62: time=15ms
Reply from 2600:1403:d400:58f::1b62: time=14ms
Reply from 2600:1403:d400:58f::1b62: time=23ms
Reply from 2600:1403:d400:58f::1b62: time=29ms

Ping statistics for 2600:1403:d400:58f::1b62:
    Packets: Sent = 63, Received = 63, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 11ms, Maximum = 29ms, Average = 16ms

The signal status values at that snapshot in time were OK.  Perhaps there is intermittent noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.

You should get a reply here in your topic. Good luck !