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user_p1vuav
1st Topic
1st Reply

5 Messages

Friday, October 25th, 2024 9:45 PM

Packet Loss?

Hello I think I may be having a packet loss issue.  I keep rubberbanding and dropping connection when playing online games.  I tried the xfinity assistant but it wasn't really helpful.  Is my only option to call and have them send out a technician, then explain the situation to the tech? 

Question

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Updated 

14 days ago

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XfinityVictor

Official Employee

 • 

889 Messages

25 days ago

 

user_p1vuav Hello, I hope you are having a great day! Thank you for taking the time to reach out to us today. I am really sorry you are experiencing service issues. I also like to game, so I understand how frustrating it is. I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue?

 

0

0

user_p1vuav

5 Messages

24 days ago

I've restarted all my equipment and few times and flushed my dns.  I ran a tracert and ping but I don't really know what to do with the info I'm getting back.

1

0

XfinityGabriel

Official Employee

 • 

1.9K Messages

 

user_p1vuav , Thanks for sharing these details. If you were to run an internet health test like in this link here via the Xfinity app, what results does it pull for you?

 

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

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24 days ago

0

user_p1vuav

5 Messages

16 days ago

Microsoft Windows [Version 10.0.19045.5011]
(c) Microsoft Corporation. All rights reserved.

C:\Windows\System32>tracert us.actual.battle.net

Tracing route to us.actual.battle.net [137.221.104.184]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  myrouter.local [192.168.1.1]
  2     9 ms     8 ms     8 ms  96.120.112.41
  3    10 ms     8 ms     8 ms  po-301-1204-rur02.richmond.in.indiana.comcast.net [96.108.125.137]
  4    11 ms    11 ms    11 ms  be-159-rar01.kokomo.in.indiana.comcast.net [68.87.233.217]
  5    18 ms    18 ms    18 ms  be-5-ar01.area4.il.chicago.comcast.net [24.153.88.85]
  6     *        *       20 ms  be-32231-cs23.350ecermak.il.ibone.comcast.net [96.110.40.57]
  7    17 ms    18 ms    17 ms  be-2311-pe11.350ecermak.il.ibone.comcast.net [96.110.33.202]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11    73 ms    67 ms    66 ms  et-0-0-0-pe03-swlv10.as57976.net [137.221.83.85]
 12    69 ms    71 ms    67 ms  las-swlv10-ia-bons-03.as57976.net [137.221.66.21]
 13    74 ms    66 ms    66 ms  137.221.105.27
 14    66 ms    71 ms    68 ms  137.221.104.184

Trace complete.

C:\Windows\System32>ping -n 100 us.actual.battle.net

Pinging us.actual.battle.net [137.221.105.168] with 32 bytes of data:
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=74ms TTL=51
Reply from 137.221.105.168: bytes=32 time=68ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=68ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=68ms TTL=51
Reply from 137.221.105.168: bytes=32 time=68ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=74ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=72ms TTL=51
Reply from 137.221.105.168: bytes=32 time=72ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=73ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51

Ping statistics for 137.221.105.168:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 65ms, Maximum = 74ms, Average = 67ms

C:\Windows\System32>ping -n 100 us.actual.battle.net

Pinging us.actual.battle.net [137.221.105.168] with 32 bytes of data:
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=74ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=72ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=72ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=67ms TTL=51
Reply from 137.221.105.168: bytes=32 time=68ms TTL=51
Reply from 137.221.105.168: bytes=32 time=68ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=71ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=70ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51
Reply from 137.221.105.168: bytes=32 time=65ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=66ms TTL=51
Reply from 137.221.105.168: bytes=32 time=69ms TTL=51

Ping statistics for 137.221.105.168:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 65ms, Maximum = 74ms, Average = 66ms

C:\Windows\System32>


0

0

user_p1vuav

5 Messages

16 days ago

the xfinity app says my modem is working fine

1

0

XfinityAdrienne

Official Employee

 • 

907 Messages

Thank you so much for clarifying that for us, user_p1vuav! Is this happening when playing all games or 1 specific game? Is the device hardwired into the modem or connected wireless?

 

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

Like

Reply

14 days ago

0

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