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dwengw50
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Frequent Visitor

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16 Messages

Tue, Jan 5, 2021 2:00 PM

Terribly Unstable Ping During Morning and Afternoon

I have been having terribly unstable latency for the past few weeks during school hours (around 9AM to 6PM on weekdays). It gets especially bad during the early afternoon around 1PM, but then is fine later at night around 8PM. Weekends are much better throughout the day. Even on weekdays during this past Winter Break, it was fine. The highly unstable ping and packet loss seems to only happen when local schools are in session. (I have 100MB/s download)

 

A few weeks ago, a tech came out to visit and found nothing wrong on my side (router, modem, signals, cables were all good), so he said he submitted a work order for the maintenance team to come. For a couple weeks now, the Xfinity Status Center has had a notice saying that my house has an outage, which I believe is because the work order was seen. Just last night, I checked the status center, and there was a new notice saying that the issue would be resolved at 10:44PM, but after 10:44PM last night, the notice changed to 1/5/21 at 2:35AM. The time has postponed several times now. As of the time of this post, it says it will be resolved at 1/5/21 at 5:55PM, which I honestly don't even believe is true. Please stop postponing and actually do something about this issue. This is getting very frustrating.

 

I have already tried connecting directly to the modem, but the unstable ping is still there.

 

I have also gotten a new modem, which didn't help either.

 

Here is some PingPlotter data from earlier today 1/5/21 around 1PM:

https://imgur.com/a/lJKHYSB

There is severe unstable ping and packet loss starting at the first local Comcast node 96.120.101.53. I should also not be getting average 100ms ping to my local Comcast node. There is clearly something wrong with the local Comcast infrastructure. Perhaps there is too much congestion during local school hours. Whatever the case is, please do something about it. I shouldn't have to worry about my voice getting indistinguishably choppy during crucial calls or classes.

 

According to the tech, there is nothing wrong on my end (modem signals are all good), so please send out the maintenance crew to check on the local infrastructure here ASAP. I can't do anything that requires consistent ping during the morning or afternoon. Voice calls and zoom classes sometimes get very choppy, and gaming is virtually impossible. This is getting very frustrating.

Responses

CCAndrew

Diamond Problem Solver

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25.9K Messages

4 m ago

You need a residential tech out first and they refer it to maintenance to look at it. Sorry, there’s no skipping that step (unless it’s outage related). Make sure you get a ticket number from the residential tech so you have something to refer to
dwengw50

Frequent Visitor

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16 Messages

4 m ago

Yes, a residential tech has already come out a few weeks ago, who then said that he would submit a work order for maintenance to come out, but I don't believe maintenance has come out yet. My Xfinity Status Center has said that I have an outage at my house for the past few weeks. What's even more frustrating is that the Status Center says that the issue will be resolved at _ time, when it really isn't. The time just keeps getting postponed.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

https://imgur.com/a/gBqvHws

 

Here is a screenshot of the message I currently get in status center. This time of resolution has been constantly postponed.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

https://imgur.com/a/a8qVSpl

 

Update: here is some PingPlotter data from around 1:30PM local time today 1/6/21. This unstable ping and packet loss is still unbearably bad.

 

The status center has now postponed the resolution time around 6 times now. It now says that the issue will be resolved today 1/6/21 at 4:57PM, but I highly doubt that. We will see.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

Update: Just had really bad high and unstable ping for around 15 minutes around 7:50PM local time. See the PingPlotter data: https://imgur.com/a/cpCCuf1

 

As expected, still not fixed, and the status center's resolution time has been postponed yet again to now say "The issue will be resolved 01/06/2021 08:48 PM" (local time). Comcast, please do something. This is unbearable. The ping spikes have been getting more apparent and frequent. I used to have relatively stable ping at night, but according to what happened tonight, I can't even rely on that anymore.

 

I am seriously considering switching to another ISP. Even if the speed may be slower, at least the ping would be more stable.

 

dwengw50

Frequent Visitor

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16 Messages

4 m ago

Just wanted to provide some PingPlotter data when it is nice and stable later at night tonight around 10:40PM local time:

https://imgur.com/a/ASx8lDm

 

If only it could be like this all day when I actually need to have a stable internet connection...

 

Oh, and the status center message now says "The issue will be resolved 01/07/2021 12:39 AM" (local time), which is the probably the 8-th time that it has postponed the time now. Can I at least get a legitimate resolution time?

dwengw50

Frequent Visitor

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16 Messages

4 m ago

Another day of absolutely ridiculous packet loss. Attached is some PingPlotter data from around 1:10PM local time today 1/7/21. 30% packet loss is outrageous. Talking in calls is an absolute nightmare. Forget about online gaming.

 

Status Center is still postponing the resolution time...

 

I believe the issue is with some sort of Comcast-owned hardware between the cable box on the side of my house and the first ISP node with IP address 96.120.101.53. It might not be the ISP node itself since a friend of mine who lives nearby and connects to the same first ISP node didn't have any severe ping problems when they tested at the same time as me. I also get severe packet loss only at certain specific times throughout the day. For example, the ping will be bad during the morning, and then is suddenly fine around noon between 12PM-12:30PM, but then suddenly reverts back to being horrendous again. This will happen at various times throughout the day, but generally this packet loss happens most frequently during the morning and afternoon. I believe that this very intermittent behavior of the packet loss implies that I am being affected only by my immediate neighbors who may share some sort of an initial link where our connections merge together before travelling to the first ISP node with IP address 96.120.101.53. There may be some sort of an issue or congestion with that initial link. I think it is also important to note that this issue sort of popped out of nowhere several weeks ago. Ever since then, I feel as though the packet loss and ping has been getting worse. Perhaps there is some sort of hardware that suddenly failed in that first link.

 

I have already narrowed down the issue for you (something is wrong between my house and the first ISP node), so all that needs to happen is simply for y'all to come fix it. Can anyone from Comcast please notice this thread and call out the maintenance crew to come check it out? As I have stated before, a residential tech should have already submitted a work order several weeks ago. I would appreciate it if I could get any sort of legitimate update from Comcast.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

Update: No surprise, the packet loss and unstable ping is still ridiculous. Attached PingPlotter data from around 2:10PM local time today 1/8/21.

 

The message on the status center has changed to just say "The issue will be resolved as soon as possible", instead of having a specific resolution time like before. I'm not sure what to make of this.

 

Still no legitimate update from Comcast... hello? Is anybody there?

 

The packet loss and unstable ping has been getting worse ever since the issue first popped up several weeks ago in mid-December. Packet loss percentage and average ping has gotten higher, and the frequency of these periods of packet loss and high average ping has drastically increased as well. I won't be surprised if my internet just completely cuts out for good in a couple of weeks.

 

There are people in the house who need stable internet. There are students who can barely attend zoom classes without being disconnected due to severe packet loss. Answering any sort of questions when the teacher asks you to speak is a nightmare. There are people who need to work from home, but that becomes a nightmare whenever any sort of voice or video conference call is required. Trying to connect to a remote server to do any sort of crucial work is extremely difficult with all of the frequent disconnects due to the severe packet loss. This issue is affecting more than just some entertainment like online gaming. It is affecting crucial aspects of daily life. Please help.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

After contacting ComcastCares on Twitter, I have been informed that the issue is damaged fiber lines at the headend that is affecting my area. Supposedly, the maintenance crew has been working on it, but it is taking longer than expected. Hopefully, it can get fixed in the coming week. I was wondering if the periodic severe packet loss and high unstable ping that I have been experiencing are in fact symptoms of damaged fiber lines. If anyone has any experience with this, I would appreciate any input.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

I completely agree. It's more often something wrong on Comcast's end than they would like to admit.

 

Do you know what turned out to be the actual issue? (like in my case, it is supposedly damaged fiber lines, but it is yet to be fixed)

 

I'm glad to hear whatever the issue is got fixed.

 

Did your packet loss and high unstable ping reduce after the issue was fixed? How much packet loss are you dealing with now that the issue is fixed?

 

Thanks!

ptown

Contributor

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43 Messages

4 m ago

I don't know what the issue ended up being but they did fix it and for the most part, it has fixed the packet loss issues. The last two days, performance has been great. Exceeds contract rates . However, Friday after the fix, there was no more packet loss and latency was pretty descent but throughput was still about half of the contract rate during the day. But this has been the typical performance since the pandemic started, good at night, poor during the day. I just don't think that Comcast's network is dimensioned to handle this amount of traffic.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

This issue is not getting any better. I am really hoping that it will be fixed within the coming days. I am supposed to hear back from ComcastCares on Twitter by tomorrow regarding the status.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

Just finished talking with ComcastCares on Twitter. They had no updates for me regarding the repair status. It's been an ENTIRE MONTH, but the issue is still just as bad as before, if not worse. I was informed that the estimated resolution time is 1/18/21 (Monday) at 6:30PM local time. ComcastCares will reach out to me on Saturday for any updates.

 

I have also been promised that I will receive proper credit for however long I have been dealing with this issue (which is quite a long time).

 

Hopefully, the estimated resolution time is accurate.

 

The Status Center also recently updated to say "Internet, Channels outage detected" instead of just "Internet outage detected". I'm not sure what to make of this.

ptown

Contributor

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43 Messages

4 m ago

I think the notice is that they are finally recognizing there is an issue. Same thing happened to me albeit over a much shorter time period. The first day I experienced that kind of performance,  I got the run around. It wasn't until the web site showed an outage that it was soon fixed. So hopefully for you it wont be much longer.

dwengw50

Frequent Visitor

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16 Messages

4 m ago

The thing is the outage notice has been there for almost a month now. What it exactly says has changed several times now. For example, last night, it said that "the issue will be resolved 01/15/2021 4:00PM (Pacific)", but now that is gone, and it just says "soon". I have attached both screenshots.

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