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Packet loss and High Latency

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Packet loss and High Latency

Ever since Comcast had my family "upgrade" to a new Modem end of January we have been having Issues.  Have had 1 online tech support, 2 Phone support and 1 tech come out and Still i am seeing issues while gaming, watching videos and live streams.  I have WinMTR readings from over a month ago showing this and here is one from tonight.

https://pastebin.com/C6bMb91a

 

here is Tracert

Tracing route to e7010.dscg.akamaiedge.net [104.84.103.202]
over a maximum of 30 hops:

1 3 ms 2 ms 2 ms 10.0.0.1
2 12 ms 11 ms 10 ms 96.120.8.137
3 11 ms 11 ms 18 ms et-11-1-rur02.hamburg.pa.pitt.comcast.net [68.85
.42.93]
4 11 ms 11 ms 11 ms be-36-ar01.lancaster.pa.pitt.comcast.net [162.15
1.20.9]
5 19 ms 20 ms 20 ms be-34-ar01.mckeesport.pa.pitt.comcast.net [69.13
9.168.141]
6 26 ms 25 ms 25 ms be-7016-cr02.ashburn.va.ibone.comcast.net [68.86
.91.25]
7 26 ms 26 ms 26 ms be-10189-pe07.ashburn.va.ibone.comcast.net [68.8
6.83.66]
8 25 ms 40 ms 25 ms 50.242.149.254
9 30 ms 31 ms 31 ms bu-ether23.asbnva1611w-bcr00.tbone.rr.com [107.1
4.19.132]
10 25 ms 26 ms 26 ms 0.ae4.pr1.dca10.tbone.rr.com [66.109.1.113]
11 26 ms 25 ms 25 ms a104-84-103-202.deploy.static.akamaitechnologies
.com [104.84.103.202]

Trace complete.

 

pingtest

C:\Users\Jeremy>ping -t www.comcast.net

Pinging e7010.dscg.akamaiedge.net [104.84.103.202] with 32 bytes of data:
Reply from 104.84.103.202: bytes=32 time=27ms TTL=54
Reply from 104.84.103.202: bytes=32 time=26ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Request timed out.
Reply from 104.84.103.202: bytes=32 time=27ms TTL=54
Reply from 104.84.103.202: bytes=32 time=26ms TTL=54
Reply from 104.84.103.202: bytes=32 time=249ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=439ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=32ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=2071ms TTL=54
Reply from 104.84.103.202: bytes=32 time=899ms TTL=54
Reply from 104.84.103.202: bytes=32 time=758ms TTL=54
Reply from 104.84.103.202: bytes=32 time=26ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=45ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=75ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=31ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=51ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=25ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Request timed out.
Reply from 104.84.103.202: bytes=32 time=898ms TTL=54
Reply from 104.84.103.202: bytes=32 time=33ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=24ms TTL=54
Reply from 104.84.103.202: bytes=32 time=26ms TTL=54

Ping statistics for 104.84.103.202:
Packets: Sent = 61, Received = 59, Lost = 2 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 24ms, Maximum = 2071ms, Average = 114ms
Control-C

 

 

Expert

Re: Packet loss and High Latency

Please post your equipment details (make/model of your modem/gateway/router) and a screenshot of your signal levels and your error/event log.  

See the troubleshooting guide.

 

What did the tech say/do about the problem? 


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: Packet loss and High Latency

Capture.PNG 

and here is event log for last week

Capture2.PNG

Regular Visitor

Re: Packet loss and High Latency

when the tech was out he said he saw nothing wrong but replaced modem and cable to it and splitter  He also check lines in basement.  As i said this issue has been since we were forced to get a "new" modem in january  and this is now our second modem since then with no improvement.

Expert

Re: Packet loss and High Latency

I don't see any red flags, but we can't see the whole picture just from the modem. I've asked an employee to take a look at on the backend, you should expect a reply in this thread. 


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Packet loss and High Latency

Hi Medlinkidds, I can review signals on my side for you.  Please send me a private message with your account information (your name, address and account number).

 

Thank you


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: Packet loss and High Latency

PM sent.

Official Employee

Re: Packet loss and High Latency

Thank you for the reply, I have responded to your private message.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Packet loss and High Latency

Hi Medlinkidds,  thank you for working with us in private message.  Please reach back out if you are still in need of assistance.

 

Thank you


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!