Poor Upstream Performance - Twitch / YouTube - Dropped Frames

Hello - have Gig+ tier home internet. Ever since yesterday evening (7/31/23), I have been unable to push a stable stream to Twitch (6000kbps) or YouTube (8000kbps). Everything was stable up until last night. Was easily able to push streams without a single dropped frame.

Now, I am lucky to have less than 50% of frames not dropped.

Xfinity Assistant claims that there's no problem with Xfinity, but I beg to differ. Nothing has changed on my end (same modem, router, hardware). Up until about 7PM (eastern time) my test stream to YouTube was solid, no dropped frames. Then 7PM hit and the dropped frames began.

How do I even begin to have this problem diagnosed and resolved?

Responses

XfinityAngie

Official Employee

•

1.8K Messages

2 years ago

@jtpxl, Thank you for reaching out through Xfinity Forums with your question. You may want to run through a modem restart. Unplug your modem from the power source for 15 seconds, then plug it back in. Let us know if this does the trick, or if we need to take a deeper dive into some troubleshooting with you.

2

J

jtpxl

8 Messages

@XfinityAngie Hi! Thanks for the reply.

Tech has just left. Here is the summary:

Verified that all signals were OK here
Checked all points of contact from modem to pole
Replaced my modem (CM2000) with Xfinity gateway (not too thrilled about that, my modem was fine)

My problem still exists. Massive packet loss when streaming to YouTube (or anything that requires consistent upstream).

Check out this traceroute to youtube from me:

Tracing route to a.rtmp.youtube.com [2607:f8b0:4006:80a::200c]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms <gateway_hidden>
2 12 ms 15 ms 14 ms 2001:558:4031:50::1
3 18 ms 21 ms 10 ms 2001:558:132:410::1
4 * * * Request timed out.
5 * * * Request timed out.
6 34 ms 28 ms 32 ms be-31611-cs01.pittsburgh.pa.ibone.comcast.net [2001:558:3:2a8::1]
7 29 ms 35 ms 27 ms be-1111-cr11.pittsburgh.pa.ibone.comcast.net [2001:558:3:1a0::2]
8 34 ms 41 ms 39 ms be-304-cr12.beaumeade.va.ibone.comcast.net [2001:558:3:1e5::1]
9 43 ms 43 ms 32 ms be-1412-cs04.beaumeade.va.ibone.comcast.net [2001:558:3:727::1]
10 36 ms 37 ms 39 ms be-3404-pe04.ashburn.va.ibone.comcast.net [2001:558:3:163::2]
11 40 ms 30 ms 34 ms 2001:559::13b2
12 33 ms 56 ms 36 ms 2001:4860:0:eae::10
13 35 ms 41 ms 41 ms 2001:4860::c:4001:e747
14 39 ms 42 ms 41 ms 2001:4860::c:4003:1aa0
15 * * 37 ms 2001:4860::1:4001:21a
16 37 ms 34 ms * 2001:4860::12:4000:e3c4
17 39 ms * 40 ms 2001:4860:0:1::4a6f
18 40 ms 34 ms 35 ms lga34s33-in-x0c.1e100.net [2607:f8b0:4006:80a::200c]

Trace complete.

I am convinced that devices between my gateway and Pittsburgh are dropping packets. I can not maintain a solid upstream to just about any service (Twitch, YouTube, Teams, Discord).

I'm really not sure how to escalate the issue, as I don't think the problem lies at this home or to the pole, as the tech has verified.

2 years ago

0

XfinityAngie

Official Employee

•

1.8K Messages

@jtpxl, please send us a DM with your name and full address, so that we can take a closer look at your account.

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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

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

2 years ago

0

EG

Expert

•

110.1K Messages

2 years ago

@jtpxl @XfinityAngie

Please circle back here and post any possible solutions for the issue here in these open 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.

2

J

jtpxl

8 Messages

@EG Following back up --

I think something was updated in the backend, as my routing seems to have changed. I've been able to run a stream @ 8kbps pretty stable for about an hour!

As stated, I'm not convinced that my modem was an issue, but that was swapped out. Went from Netgear CM2000 to the Xfinity X7 I think? Tech confirmed that all signals to pole were good.

So, I don't know WHAT was done to get things back to functional, but I don't think it was a tech or anything done by myself -- guessing an engineer has me routing around a misbehaving switch or something?

2 years ago

0

J

jtpxl

8 Messages

Take that back. A few hours later and I'm back to dropping frames like it's my job. :(

2 years ago

0

J

jtpxl

8 Messages

2 years ago

Update - A tech is coming out for a follow-up appointment tomorrow. I am convinced that there's no problem from my modem to the pole (the tech yesterday gave me a clean bill of health). I've been running PingPlotter to YouTube's ingest to see if I can figure this out, but I'm no networking / routing wizard, so I'll just share in case someone more knowledgeable than me sees something haha...

0

J

jtpxl

8 Messages

2 years ago

Adding on to this - I've disabled IPV6 and things look to be vastly improved, but not completely resolved - still dropping frames (< 2% ), but is way better than the 80%+ that I was dropping...

0

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jtpxl

Poor Upstream Performance - Twitch / YouTube - Dropped Frames

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