New Poster
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2 Messages
3rd hop in tracert showing packet loss
Morning all,
I've had intermittent drops in my intenet connection for the last 2 weeks. Surprisingly right after my area's kiddos starting schooling remote.
I called support 1/2 a dozen times now telling them that I have tracerts and pings showing that this is an issue w/ a hop in a town 15 minutes away. Im seeing 3-10% packet loss early in the morning (8a to 10a) and again at night (5p-9p).
I had to restart my modem (which i keep telling them is not the issue) 2-3 times each time I call in and open a chat session. Shockingly this does not fix it.
They sent a tech to my house which they promised and swore would call me and troubleshoot the issue...they didnt. I called back and they said that tech would call me back...they didnt. I then got a call from Customer Service following up on a poor review i did of my service and THEY said that they would update the account and show that i was still awaiting a call from the "Level 2" tech and again, no call.
I need to get in contact with a tech who can troubleshoot beyond "turn it off and on again"
How do I get that service?
layer2issue
New Poster
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2 Messages
5 years ago
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms XXXXXXXXXXXXXXXXXXXXXX
2 13 ms 9 ms 9 ms 96.120.18.97
3 12 ms 14 ms 12 ms po-104-rur02.harrisonburg.va.richmond.comcast.net [96.108.131.169]
4 * * 2858 ms 162.151.162.209
5 28 ms 13 ms 11 ms 162.151.163.133
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * 21 ms dns.google [8.8.8.8]
----------------------------------------
1 <1 ms <1 ms <1 ms XXXXXXXXXXXXXXXXXX
2 11 ms 9 ms 8 ms 96.120.18.97
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * 13 ms 50.208.232.110
----------------------------------------------
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| XXXXXXXXXXXXXXXXXXXXX | 45698 | 34871 | 0 | 0 | 4 | 0 |
| 96.120.18.97 - 12 | 23739 | 20941 | 8 | 13 | 155 | 11 |
|po-104-rur02.harrisonburg.va.richmond.comcast.net - 13 | 23499 | 20641 | 8 | 13 | 67 | 10 |
| 162.151.162.209 - 12 | 23679 | 20866 | 8 | 13 | 67 | 16 |
| 162.151.163.133 - 17 | 24882 | 20801 | 9 | 16 | 96 | 11 |
|be-31532-cs03.ashburn.va.ibone.comcast.net - 17 | 24970 | 20911 | 12 | 16 | 112 | 13 |
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
There appears to be substantial packet loss between your modem or gateway and the first Comcast hop. Please see Internet Troubleshooting Tips. If you still need help, please post your modem or gateway's model number and signal information, especially:
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Please post the trace showing the packet loss.
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rofldave
New Poster
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3 Messages
5 years ago
Interesting! I live in Central VA (Charlottesville) as well as the OP (seems to be Harrisonburg > Ashburn) and have been having horrible issues with packet loss recently. I don't think that is a coincidence...
Here's my modem info if it helps - I have a Netgear CM1100. Doesn't seem to be an error log. @BruceW
Current System Time: Thu Oct 01 22:43:36 2020System Up Time: 73:10:22
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rofldave
New Poster
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3 Messages
5 years ago
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| XXXXXXXX - 0 | 62 | 62 | 1 | 7 | 30 | 6 |
| 96.120.18.193 - 9 | 62 | 57 | 9 | 19 | 55 | 32 |
| 68.85.214.157 - 10 | 62 | 56 | 8 | 21 | 63 | 50 |
|ae-78-ar02.charlvilleco.va.richmond.comcast.net - 4 | 62 | 60 | 10 | 22 | 73 | 50 |
|be-31522-cs02.ashburn.va.ibone.comcast.net - 13 | 62 | 54 | 13 | 24 | 56 | 14 |
|be-2201-pe01.ashburn.va.ibone.comcast.net - 10 | 62 | 56 | 11 | 24 | 66 | 51 |
| 66.208.216.66 - 13 | 62 | 54 | 13 | 28 | 67 | 41 |
| ae1.r02.iad01.icn.netarch.akamai.com - 9 | 62 | 57 | 12 | 26 | 61 | 37 |
| ae4.r01.iad03.icn.netarch.akamai.com - 13 | 62 | 54 | 12 | 27 | 68 | 37 |
| ae21.r02.iad03.ien.netarch.akamai.com - 12 | 62 | 55 | 13 | 30 | 93 | 37 |
| ae10.cyrusone-iad.netarch.akamai.com - 13 | 62 | 54 | 15 | 100 | 320 | 40 |
|a104-106-187-232.deploy.static.akamaitechnologies.com - 13 | 62 | 54 | 11 | 23 | 60 | 30 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
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rofldave
New Poster
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3 Messages
5 years ago
Hey I found the event log - POGGERS
Here's just a recent sample:
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