J

Visitor

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11 Messages

Friday, March 17th, 2023 4:40 AM

Closed

Packet loss over last several days. Post includes lots of detail.

​​ I am experiencing significant packet loss regularly between the hours of approximately 5 PM and 12 AM each day this week.  ​​​​ae-322-rar01.hayward.ca.sfba.comcast.net​​​​ (162.151.79.125)  appears to be where the issue is starting. I *never* have loss coming out of the first couple of hops. These images are from yesterday and today, but I've been observing this since at least Monday. Starting to capture info each day now since it's not going away on its own like I hoped.​​

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​ ​ Here are screenshots with all of my modem information: ​ ​
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​​I can provide the serial number and MAC address via private message if needed. ​​

​​Further information: I am experiencing this packet loss on multiple devices (wired and wireless), to multiple destinations. My main device is a desktop computer, connected with an ethernet cable. I am using an SB8200 modem and Orbi RBR750 router. I have a gigabit connection and there are no abnormal status symbols on the modem. In June of 2022, I experienced a similar issue and after literally dozens of combined attempts at phone calls, web chats, and forum posts, I got in contact with Rudy [Edited: "Personal Information"] who was the Service & Installation supervisor in Salinas. We went through the typical on-site troubleshooting attempts: a tech came out to my house, tested my coax line in the house, tested my modem, and even replaced the cables in a junction box (or whatever you call it) out under the sidewalk outside my house. The issue persisted, and lead them to continue to troubleshoot what I was reporting. They found that there was as faulty network interface card on one of the hops I was being routed through, which was affecting about 2,000 people in Salinas. ​​

​​The issues I am seeing are identical to what I described above, so I hope that I have provided sufficient information to investigate. I have unplugged and replugged my modem and router, done the whole ipconfig release/renew thing, tried both the default and Google DNS addresses, and all manner of other standard troubleshooting steps. I am very confident that the issue is not on my end but I am happy to provide any additional information. I just want this fixed. It is immensely frustrating and very noticeable with my use cases. I am using the computer at peak hours all the time, and it is not usually a problem, so please do not suggest that this is typical evening performance, because it's not. I'm watching this all the time.​​

Visitor

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11 Messages

1 year ago


Another day, another chunk of packet loss starting at the same node as 8 months ago. Any help?

Problem Solver

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513 Messages

Hi there, @JeremyT3.

Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

I no longer work for Comcast.

Visitor

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11 Messages

1 year ago



Saturday. Someone please respond

Edit: oops, missed the response above. I am replying via private message

(edited)

Visitor

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11 Messages

1 year ago


Pretty bad tonight as usual.


Bonus, here's a support person who is either horribly misinformed or just outright lying to me to try to scam me. This is not an acceptable level of support.

Visitor

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11 Messages

1 year ago

Update for anyone tracking: a tech is coming to my house tomorrow to tell me that my new modem is working and that my line is good, just like last time. Then hopefully they will escalate and investigate the actual issue I have been reporting for a week.

Problem Solver

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411 Messages

We appreciate your patience with this. We'll be following up with you tomorrow to see how it went.

I no longer work for Comcast.

Problem Solver

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411 Messages

Hi! How was your appointment today?

I no longer work for Comcast.

Visitor

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1 Message

1 year ago

Posting on this thread to maybe get some additional eyes on this. I made a post on NextDoor about Xfinity issues in the neighborhood and Jeremy linked me to this post he made, and I wanted to chime in as being in the same neighborhood and having similar (but worse?) issues. Packet loss and major slowdown from 6-7pm all the way until 10-midnight. I'm two tech visits deep, with a third coming on Monday the 27th, and I've been in contact with CS over Reddit to try and get somewhere with this since August of last year.

This does not appear to be an isolated problem, and the T1 reps we both seem to be stuck with seem powerless to get any movement on this. Signals look good, but that doesn't seem to be causing the fault here. One of the reps I spoke to on reddit outright blamed my equipment and implied because I was using customer-owned equipment that this is my problem and not Xfinity's while completely glossing over the fact that on February 15th I actually rented an xFi XB7T to suss out this very issue. The xFi suffered the very same problem.

Jeremy has his tech visit, hopefully it proves fruitful, though given my personal history with this I'm not holding my breath. I do know if my tech visit comes and goes and I'm still just as in the dark on this as I was prior. I'm skipping the pleasantries and filing an FCC complaint because I've been dealing with this for almost an entire year and I'm exhausted at this point.

I've attached two screenshots, one of my Pingplotter report for tonight, and one of a speedtest taken a little after 10pm. For reference, my plan is 1200/35. These speeds are unacceptable. If they only dropped to something like 500/15 or 500/20 I'd be a little less irritated about this, but...look at that upstream ping. If I place any kind of load on it, the whole thing just grinds to a halt.

I don't know what to say to get the attention of someone who can actually help us, but something's gotta give. This is where I'd gladly switch ISPs, but Xfinity is all we have here.

Visitor

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11 Messages

1 year ago




The problem is back. I was temporarily no longer being routed through the 322 address and all was good. Now, exactly a week later, I'm being routed through it again against my will and the problem is instantly recognizable. This is totally ridiculous. 

Here is an image of the alternate routing I was getting starting on March 22nd and lasting up through some time last night or today.

Visitor

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11 Messages

1 year ago

And to dispel any notion that that working image might be because I'm performing a tracert to a different address, here is the same address, today, with the problem.

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