Visitor
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5 Messages
Xfinity packet loss connection issues.
We are experiencing severe and constant bursts in packet loss that is disruptive to activities and systems that need stable connections.
Through testing and troubleshooting everything we have access to here at home, several systems report lost packets in bursts (often spaced by a few minutes) that last several seconds, and completely disrupt things like games. In the three most telling tests, we have concluded this issue to be on Comcast's end.
Test 1 included 5 minute ping tests on two systems, whilst a third system was partaking in a competitive video game. All systems are connected via Ethernet to the gateway in the same room, and all three screens were visible at once. Both systems running ping tests showed between 2 and 3 bursts of lost packets during the test that would last several seconds, and the system running the game would coincidentally drop connection or rubber band severely.
In test 2, two systems (one connected directly via Ethernet, and another connected via a MoCA line) ran traces and pathping to various services such as Google DNS or Cloudflare. Out of every 100 packets sent, roughly 8-10% would be lost at a specific jump in the chain, a Comcast IP located in Pontiac, MI.
In test 3, a friend in a different state pathping tested from their system to our external IP, and results showed that their connection routes through the Pontiac location on the way, also losing between 8-10% of packets sent.
These drops in connection reliability currently make it difficult to enjoy games or, more critically, ensure a reliable connection to those serviced by our home server. This is not a speed issue, but rather a stability issue. We believe off-site Comcast hardware to be at fault but are open to any solution (such as rerouting) that will lead to the elimination of this problem.
XfinityJohnG
Official Employee
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1.6K Messages
1 year ago
Thank you for reaching out to us here @user_227103. And thank you for all of that information and the steps you have already taken. I will be happy to look further into that packet loss issue from here for you. Could you send us a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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LCDArcade
3 Messages
1 year ago
I'm also having a similar issue with packet loss and extremely high pings. I've had three xfininty techs come out and no one has been able to pinpoint the issue or resolve it. When you call the customer support, all they say is that the modem is fine and I'm getting good speeds. They simply can't understand that it's not the speeds, it's the PING and Packet loss which is a major issue.
Let me know if you're able to find a solution for it or who to talk to. Comcast refuses to acknowledge it for some reason, but I refuse to believe that they've never heard of this before.
(edited)
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EG
Expert
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110K Messages
1 year ago
@user_227103 @XfinityJohnG @LCDArcade @XfinityChristy
Please circle back here and post any possible solutions for the issues 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.
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user_227103
Visitor
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5 Messages
1 year ago
I am happy to report that our primary issue (for now) appears to be resolved. Connection stability over 100 seconds is 100%. However, we are still concerned about the Comcast owned Pontiac address dropping packets along the chain. Dropped packets are no longer sequential if they appear ( a good thing), but our overall stability has improved.
The technician checked our lines and actually switched our splitters out for one designed for use with MoCA devices in mind. We have a DVR, one TV box, and 2 MoCA Coax-to-Ethernet access points all vying for space on the coax lines. More splitters = bad, so now we have one splitter instead of two. Our two original Comcast installed splitters were swapped by the technician for an Amphenol IPGH3M4-VF Docsys/Hybrid splitter, which is both one less splitter than we had, and rated for a higher frequency (kind of important for MoCA). According to his equipment, all the lines now read green when they previously did not. We were informed that he would request another technician (i surmise a different specialty or some other) to come and double check the lines and possibly boost the line from the distribution box between the houses for good measure.
I have since run the same tests as before as well as through WiFi this time. No more sequential drops in packets is the primary good from this. We can resume server service under these conditions. Once again, still concerned about a detected drop at that one address in the chain, but I suppose an issue that far deep into Comcast infrastructure is beyond Customer Service's reach, or that of most of the technicians, and would require tedious escalation that for now appears not to be required.
If this thread is allowed to remain open, I'll be sure to give an update if anything important changes.
Thanks.
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EG
Expert
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110K Messages
1 year ago
Thanks for the update @user_227103 ! Hope things hold up for you ! Keeping the topic open for now. Please feel free to post back if need be.
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user_227103
Visitor
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5 Messages
1 year ago
We had roughly two days of stable service. The issue has returned and has affected us to such a degree that I could not work nor could we get any tests done before our network effectively cut out. Unplugging a MoCA connected device (it was not showing the initial problem) and switching it to WiFi did not solve the issue. The WiFi network began to refuse connections altogether and any tests we had started garnered responses from the gateway such as "Destination host Unreachable." Our entire network has effectively collapsed
At the moment we are factory resetting our gateway and taking our MoCA network offline. Will update when I have more information.
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user_227103
Visitor
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5 Messages
1 year ago
Gateway has been fully reset. SSID configured and slowly bringing things back up. Work computer is no longer throwing errors, so that can resume. Our WiFi node upstairs will have to be reset as well, and our MoCA connected devices on the top floor will be unusable until at least that is done.
The server is online but for the moment all of its services have been suspended. We are going to leave the network this way until the workday here ends.
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Cameron0390
Visitor
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13 Messages
1 year ago
@user_227103 I have been experiencing the same issues. Very high intermittent packet loss and high ping variation. It has really ramped up the past few weeks.
I am curious if it has anything to do with them making supposed upgrades to the local network. On the Xfinity website it is now advertising 200+ Mbps upload speeds while in the past it was only 35-40 (which I still get). This is on the Gigabit Extra plan.
I am wondering if you are also experiencing this issue?
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