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Visitor

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2 Messages

Tue, May 4, 2021 8:42 PM

Periods of packet loss/no connection late evening

Hello,

Over the past few days between the hours of 6pm and midnight I've been noticing periods of very high packet loss, between 90-95% for 5-10 minutes. The few packets that come through have times around 170ms, typical ping times are about 12ms to OpenDNS servers. 

I have an Ubiquti UDM-Pro 1.9.0.3413 and checking the event logs doesn't provide any meaningful information. The most recent logs in the modem were from Nov. 2020 so there's nothing I can see there. 

My location is northern Illinois, I've tried reaching out to support with no success due to the fact the issue is sporadic and by the time I'm connected to a rep, the issue has been resolved. 

Any input on how to handle this issue would be greatly appreciated.

Responses

Official Employee

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214 Messages

1 m ago

Hey there @user_8c2dd5! Thank you for posting to our forums =] We can certainly take a look at this. Are you able to answer a few questions? Are you using any separate routers from the Ubiquti UDM-Pro, or any other modems? Is there any specific program running during the hours you're noticing the packet loss?

Visitor

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2 Messages

Sorry for the delay, I never received notice of a response. I have a Motorola MB8600. There's nothing specific, we stream video on our smart TV, standard web browsing and gaming. I'll notice it when the TV stops responding. I've started pinging OpenDNS servers just to watch for how long it's out. I'll massive packet loss for 5-6 minutes or so and then it will return. It's not 100%, some packets will get through but with 120-170MS ping times. Once they go down to 12-13MS everything returns to normal.

It's incredibly frustrating because by the time I can get through, the problem has resolved and phone support stops taking an interest. And, before I can even get to phone support I have to reset the modem "just in case that fixes it". If there's anyway to cut past the barriers I would appreciate that, there needs to be a way to log or track connectivity to my modem and look at this from Comcast's perspective. There's nothing I can see from my side 

Official Employee

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162 Messages

@, no worries! I apologize for the lack of notification, but I can definitely further review what may be causing the packet loss with you. To begin, can you please send over your full name and address, so I may run a few reports on the backend? The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

Visitor

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1 Message

1 m ago

I am also in northern Illinois and have been experience the exact same thing, I see high levels of packet loss to the wan gateway IP address when these issues occur but the signal levels and logs on the cable modem do not reflect an issue.  

On demand content via an X1 box is also interrupted when this issue occurs.

(edited)

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ComcastAmir

Official Employee

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6.3K Messages

Hi SecGuy73, we're happy to help you as well :) Just send me a private message by clicking the chat icon at the top right hand of the forums page. Once there you won't see my name but you can select chat with specialist. I look forward to speaking with you soon. 

This reply has been converted into a comment
ComcastAmir

Official Employee

 • 

6.3K Messages

1 m ago

Hi SecGuy73, we're happy to help you as well :) Just send me a private message by clicking the chat icon at the top right hand of the forums page. Once there you won't see my name but you can select chat with specialist. I look forward to speaking with you soon. 

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