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Teddy_Customer
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Thursday, February 26th, 2026 2:31 AM

Packet loss starting at hop 2 through end destination.

I have been experiencing a lot of packet loss starting from hop 2 through the end being google dns 8.8.8.8 or a comcast server that's a few hops further in the chain verifying its something on there network side / local node. 

Using ping plotter to verify, and CMD prompt pings to verify packet losses. Used multiple devices, had modem swapped 3 times. 

Multiple techs have come out and 4 of the 5 found nothing. One found packet loss on his device but nothing further was done. 

Any help or support would be greatly appreciated this happened 7 years ago when we got the place than was fixed, now its returning. 

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6 hours ago

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EG

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116.4K Messages

6 days ago

First. Please post the full output of a trace to google.com. Please use the operating system's trace utility, not PingPlotter

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Teddy_Customer

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Covered my IP address and first hop. But thats the route its taking to google.com using command prompt tracert. 

Thank you,

Teddy

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6 days ago

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EG

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116.4K Messages

5 days ago

Hmmm. That trace is ok. Please post one to 8.8.8.8. And force the use of IPv4 by using the command tracert -4 8.8.8.8  Copy and paste it. Don't post a screenshot. And there's no need to redact the first two hops. No personally identifiable information is revealed in a forward tracert.

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Teddy_Customer

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roger, thank you. See below.

C:\Users\matth>tracert -4 8.8.8.8

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

  1     *        1 ms     *     10.0.0.1
  2    10 ms    11 ms    11 ms  100.92.143.67
  3    12 ms    11 ms    15 ms  po-306-322-rur202.scotts.ca.sfba.comcast.net [96.216.154.241]
  4    11 ms    18 ms    11 ms  po-2-rur201.scotts.ca.sfba.comcast.net [68.86.143.17]
  5    10 ms    18 ms    11 ms  po-200-xar01.scotts.ca.sfba.comcast.net [68.85.86.101]
  6     *       12 ms    18 ms  ae-249-rar01.santaclara.ca.sfba.comcast.net [96.108.99.153]
  7    35 ms    11 ms     *     be-299-ar01.santaclara.ca.sfba.comcast.net [68.86.143.93]
  8    14 ms    14 ms    15 ms  50.145.121.182
  9    15 ms    14 ms    19 ms  142.251.70.43
 10    16 ms    15 ms    19 ms  142.251.224.181
 11    17 ms    15 ms    15 ms  dns.google [8.8.8.8]

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5 days ago

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EG

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116.4K Messages

5 days ago

There's packet loss starting right at your gateway device. Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an Ethernet cable have the same problem ?

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Teddy_Customer

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10 Messages

That is a bit weird, I've done ping test to the modem / router to verify and not getting any loss to the default 10.0.0.1 using CMD prompt.

For reference of devices on network, having outbound issues / tested on.

x3 laptops over wifi, and ethernet

x1 desktop with ethernet and wifi. 

x2 iphones doing ping tests / general crashing and not loading of you tube, and movies.

x2 roku tv's crashing and buffering / not loading content. 

x1 ipad doing ping test. 

Thank you,

Teddy

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5 days ago

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Teddy_Customer

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5 days ago

Turned off ping plotter, that from googling can make your own router not respond cause of something with how it pings it. Had that running during the trace route.

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  10.0.0.1
  2    12 ms    12 ms    13 ms  100.92.143.67
  3    13 ms    12 ms    14 ms  po-306-322-rur202.scotts.ca.sfba.comcast.net [96.216.154.241]
  4    15 ms    13 ms    12 ms  po-2-rur201.scotts.ca.sfba.comcast.net [68.86.143.17]
  5     *        *        *     Request timed out.
  6    12 ms    13 ms    13 ms  ae-249-rar01.santaclara.ca.sfba.comcast.net [96.108.99.153]
  7    16 ms    13 ms    12 ms  be-299-ar01.santaclara.ca.sfba.comcast.net [68.86.143.93]
  8    16 ms    17 ms    16 ms  50.145.121.182
  9    19 ms    17 ms    17 ms  142.251.70.43
 10    13 ms    12 ms    12 ms  142.251.224.181
 11    15 ms    17 ms    17 ms  dns.google [8.8.8.8]

Trace complete.

Thank you,

Teddy

(edited)

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EG

Expert

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116.4K Messages

5 days ago

That last trace snapshot in time is not revealing any issue. Perhaps something intermittent is going on.

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Teddy_Customer

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10 Messages

Yes, its intermittent, its a temperature based thing. Starts to be really bad around 1030-1230 is the worse about 60f+. Than remains bad till about 8PM once it gets below 55-60f everyday. 

It'll drop out for a few seconds every minute or few minutes. Once its cold or early morning the issues are pretty much gone or more rare. 

Thanks,

Teddy

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5 days ago

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Teddy_Customer

Visitor

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10 Messages

5 days ago

Logged into the modem / router I can see downstream channels but nothing for the upstream.

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XfinityJon

Official Employee

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1.1K Messages

4 days ago

Good afternoon Teddy_Customer. I do see our expert @EG has been assisting you. Have things improved at all for you?

 

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Teddy_Customer

Visitor

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@XfinityJon​ Has not improved, its really bad right now. 

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3 days ago

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XfinityEricB

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3.1K Messages

Let's take a closer look, and see if we can locate what is causing the problem for you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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 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.
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3 days ago

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Teddy_Customer

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@XfinityEricB​ Roger, done thank you. 

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3 days ago

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EG

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116.4K Messages

2 days ago

@Teddy_Customer @XfinityEricB 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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