Community Forum

Connection sporadically pauses while playing games.

Highlighted
Regular Visitor

Connection sporadically pauses while playing games.

I play online games and for the past few days, I get random spikes of lag for around 10 seconds at a time. The game reports that I'm not sending or recieving any packets. This started happening after the recent maintenance(9/23/20 I believe). The internet was down for a few minutes, then when it returned, I could no longer do much of anything in game without it freezing. I've attempted to reset the modem, reinstall my computer drivers, and reset my network, and nothing seems to work.

Highlighted
Expert

Re: Connection sporadically pauses while playing games.

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

 



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!
Highlighted
Regular Visitor

Re: Connection sporadically pauses while playing games.

Tracing route to e7010.dscg.akamaiedge.net [2600:1406:3c:4aa::1b62]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2601:204:e700:33b:1233:bfff:fe68:8d8b
2 8 ms 8 ms 7 ms 2001:558:4010:2c::1
3 8 ms 8 ms 8 ms 2001:558:212:7004::1
4 12 ms 8 ms 7 ms ae-2-ar01.sacramento.ca.ccal.comcast.net [2001:558:210:400::1]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 13 ms 12 ms 12 ms 2001:559:0:2d::26
10 13 ms 11 ms 16 ms g2600-1406-003c-04aa-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1406:3c:4aa::1b62]

Trace complete.

 

I checked every cable and reset the modem a few times, even going so far as to return to factory settings. Nothing else seemed out of place, but I am still having a packet loss issue.

Highlighted
Expert

Re: Connection sporadically pauses while playing games.

What do the signal levels look like ? 

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?



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!
Highlighted
Regular Visitor

Re: Connection sporadically pauses while playing games.

I've attached images of all requested information.

 

https://imgur.com/a/ICker4Q

 

This is a wired connection. There are no splitters in use and nothing physically has changed since it was working normally before. The issues arose immediately after service returned, following a "scheduled maintenance outage" according to Comcasts outage tracker.

 

Thank you for taking the time to help me.

Highlighted
Expert

Re: Connection sporadically pauses while playing games.

The upstream power is high and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is on the weak / low side as well. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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!
Highlighted
Regular Visitor

Re: Connection sporadically pauses while playing games.

I'm connected with the new cable Comcast gave me, from wall straight to modem, from modem wired directly to my PC. There is nothing I can do manually. I have contacted customer support and after a lot of troubleshooting, they could not find an issue. They are sending a tech to my house, but it 100% is whatever they changed during maintenance that is the issue. It was working without issue up until the instant service went down for maintenance then returned.

I'll update after the tech has had a look at things.

Highlighted
Expert

Re: Connection sporadically pauses while playing games.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



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!