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user_9smtxj
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Saturday, August 23rd, 2025

Rerouting occuring causing random disconnects from VPN

Since the problem arose, I have done all the things one would do to eliminate equipment failure. In tracking my latency, I have found that the baseline ping changes from before and after each disconnect. From a streaming/video game perspective the VPN seems to disconnect when the latency spikes too high during these reroutes. Otherwise, I simply experience a brief stop in downloading or rubber banding in the video game. Each reroute is causing anywhere from 3 to 20 seconds of latency. During peak hours when these disconnects/reroutes are regularly changing, the VPN offers a faster latency than not as comcast is routing me all over the country for some connections and not for others. I am by no means a network engineer but I can only assume that this poor service is due to the routing of the first 4-7 hops of my connection. Is there anything I can do to get this fixed because the quality of the connection is just simply intolerable? The last thing I need is a tech to show up to my house and shrug saying there's nothing they can find wrong again. 

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23 days ago

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XfinityAlfonso

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2 months ago

Good morning user_9smtxj, thank you so much for taking the time and reaching out here via our Xfinity Forums! Can you provide any traceroute logs that show which hops these drops are occurring on, specifically? This will help immensely in trying to root out the source of these inconsistent issues. 

 

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user_9smtxj

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Sorry to say this is the best I could do. I can't figure out how to complete a trace before and after a hop. The website (Packetstats.com) I had observed the latency difference in is fairly limited in utility. The tool that generated the tracert below did observe latency spikes but not the rerouting. 

|-------------------------------------------------------------------------------------------|
|                                      WinMTR  statistics                                   |
|                       Host              -   %   | Sent | Recv | Best | Avrg | Wrst | Last |
|-------------------------------------------------|------|------|------|------|------|------|
|                            192.168.68.1 -     0 | 1429 | 1429 |    0 |    0 |    9 |    0 |
|                         100.93.177.10 -     1 | 1394 | 1386 |    9 |   14 |   52 |   26 |
|po-104-rur202.pittsburg.ca.sfba.comcast.net -  1 | 1390 | 1381 |    8 |   14 |   51 |   19 |
|po-200-xar02.pittsburg.ca.sfba.comcast.net -   1 | 1386 | 1376 |    9 |   15 |  382 |   10 |
|be-249-rar01.pleasanton.ca.sfba.comcast.net -  1 | 1382 | 1371 |   10 |   16 |   53 |   20 |
| be-398-ar01.hayward.ca.sfba.comcast.net -     1 | 1386 | 1376 |   11 |   17 |  121 |   20 |
|be-36321-cs02.9greatoaks.ca.ibone.comcast.net -1 | 1391 | 1382 |   12 |   18 |   55 |   20 |
|be-2212-pe12.9greatoaks.ca.ibone.comcast.net - 1 | 1390 | 1381 |   10 |   17 |   55 |   21 |
|                   No response from host -   100 |  287 |    0 |    0 |    0 |    0 |    0 |
|     ae-1.r26.snjsca04.us.bb.gin.ntt.net -     1 | 1387 | 1377 |   11 |   17 |   41 |   19 |
|     ae-4.a00.scrmca03.us.bb.gin.ntt.net -     1 | 1379 | 1367 |   15 |   22 |   82 |   15 |
|xe-0-0-5-0.a00.scrmca03.us.ce.gin.ntt.net -    1 | 1390 | 1381 |   15 |   21 |   53 |   16 |
|                            204.2.29.241 -    66 |  398 |  138 |    0 |   18 |   28 |   20 |
|                             204.2.29.83 -     1 | 1386 | 1376 |   13 |   21 |   57 |   15 |
|_________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

(edited)

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2 months ago

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user_9smtxj

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4 Messages

1 month ago

I finally got it!

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                            192.168.68.1 -    0 |   14 |   14 |    0 |    0 |    1 |    0 |
|                           100.93.177.11 -    0 |   14 |   14 |   13 |   18 |   27 |   15 |
|po-104-rur202.pittsburg.ca.sfba.comcast.net -    0 |   14 |   14 |   11 |   16 |   22 |   14 |
|po-2-rur201.pittsburg.ca.sfba.comcast.net -    0 |   14 |   14 |   10 |   16 |   22 |   15 |
|po-200-xar01.pittsburg.ca.sfba.comcast.net -    0 |   14 |   14 |   10 |   16 |   22 |   15 |
|po-2-xar02.pittsburg.ca.sfba.comcast.net -   60 |    5 |    2 |  157 |  259 |  361 |  157 |
|be-249-rar01.pleasanton.ca.sfba.comcast.net -    0 |   14 |   14 |   11 |   18 |   24 |   22 |
| be-398-ar01.hayward.ca.sfba.comcast.net -    0 |   14 |   14 |   13 |   23 |   29 |   23 |
|be-9-ar01.santaclara.ca.sfba.comcast.net -   10 |   10 |    9 |   15 |  253 |  379 |   17 |
|be-36331-cs03.sunnyvale.ca.ibone.comcast.net -   20 |   10 |    8 |   13 |   20 |   25 |   16 |
|be-2412-pe12.9greatoaks.ca.ibone.comcast.net -    0 |   14 |   14 |   16 |   23 |   25 |   25 |
|                   No response from host -  100 |    3 |    0 |    0 |    0 |    0 |    0 |
|     ae-1.r26.snjsca04.us.bb.gin.ntt.net -    0 |   14 |   14 |   13 |   21 |   25 |   16 |
|     ae-4.a00.scrmca03.us.bb.gin.ntt.net -    0 |   14 |   14 |   19 |   24 |   28 |   28 |
|xe-0-0-5-0.a00.scrmca03.us.ce.gin.ntt.net -    0 |   14 |   14 |   18 |   24 |   29 |   21 |
|                   No response from host -  100 |    3 |    0 |    0 |    0 |    0 |    0 |
|                             204.2.29.83 -    0 |   14 |   14 |   24 |   26 |   35 |   28 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                            192.168.68.1 -    0 |   14 |   14 |    0 |    0 |    1 |    0 |
|                           100.93.177.11 -    0 |   14 |   14 |    9 |   16 |   34 |   17 |
|po-104-rur202.pittsburg.ca.sfba.comcast.net -    0 |   14 |   14 |   11 |   18 |   34 |   16 |
|po-200-xar02.pittsburg.ca.sfba.comcast.net -    0 |   14 |   14 |   11 |   18 |   34 |   16 |
|be-249-rar01.pleasanton.ca.sfba.comcast.net -    0 |   14 |   14 |   12 |   18 |   34 |   19 |
| be-398-ar01.hayward.ca.sfba.comcast.net -    0 |   14 |   14 |   12 |   20 |   34 |   18 |
|be-36321-cs02.9greatoaks.ca.ibone.comcast.net -    0 |   14 |   14 |   13 |   20 |   35 |   19 |
|be-2212-pe12.9greatoaks.ca.ibone.comcast.net -    0 |   14 |   14 |   13 |   20 |   35 |   14 |
|                   No response from host -  100 |    3 |    0 |    0 |    0 |    0 |    0 |
|     ae-1.r26.snjsca04.us.bb.gin.ntt.net -   10 |   10 |    9 |   14 |   18 |   22 |   15 |
|     ae-4.a00.scrmca03.us.bb.gin.ntt.net -    0 |   14 |   14 |   16 |   22 |   35 |   16 |
|xe-0-0-5-0.a00.scrmca03.us.ce.gin.ntt.net -    0 |   14 |   14 |   18 |   24 |   35 |   24 |
|                            204.2.29.241 -   60 |    5 |    2 |   17 |   21 |   26 |   17 |
|                             204.2.29.83 -    0 |   14 |   14 |   16 |   22 |   35 |   22 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

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XfinityAngie

Official Employee

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2.1K Messages

 

user_9smtxj, Thanks for sharing all of that detail — we know how frustrating it is when your connection drops right in the middle of a game or stream. Looking over the WinMTR results you provided, your local connection looks healthy overall with no signs of sustained packet loss.
 
What we’re seeing lines up more with how your VPN is handling the traffic. When you connect through a VPN, all of your data is first sent to their servers and then rerouted to its final destination. That extra step can introduce added latency or sudden spikes if the VPN shifts you between servers or routes your traffic across the country. That would explain the baseline ping changes you noticed and why you sometimes see disconnects or “rubber-banding” while gaming.
 
Since the connection itself looks good on our side, the next step would be to test without the VPN to see if the issue continues. If it only happens while connected to the VPN, you may want to try a different server in your VPN app or reach out to your VPN provider to check if they’re seeing congestion or routing changes on their end.

 

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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1 month ago

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user_9smtxj

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4 Messages

Sorry, I was not clear. These trace routes are without VPN. The problem very much exists without the VPN just to a lesser degree as I simply have to suffer rubber banding in video games rather than a whole disconnect.

I have still observed the different latency difference between and after connections without the VPN connection. 

As of writing this, it is 1030am on Saturday and it simply is impossible to play an online video game. I expect this will disappear by about 3-4pm. This is very typical throughout the week. 

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26 days ago

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XfinityAlfonso

Official Employee

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2K Messages

Hello user_9smtxj thanks so much for all of this information! We'd love to help in investigating and resolving these latency issues.  The data above is a good place to start, but we'd like to take a deeper look. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

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

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EG

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113.9K Messages

23 days ago

@user_9smtxj @XfinityAlfonso 

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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