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Extremely slow speeds and packetloss (Houston)

Contributor

Extremely slow speeds and packetloss (Houston)

Starting earlier this afternoon, my internet connection has been very poor. On speedtests I'm getting 25Mbps down and 0.5Mbps up (on the 500/15 plan). Packetloss is through the roof. However, all my modem signal levels look good. I called technical support, but they said everything looks good and I should call the modem manufacturer (Arris) to see what the problem is. Sigh: Is there anyway to get directly to higher level support for these things? Anyway, here is my connection information - would be grateful if somebody higher up can relay if there is something going on in my neighborhood or with the lines as I don't believe it is anything on my end - calling into Comast tech support is turning out to be worthless on these things. 

 

This is a hardwired ethernet connection.

 

Ping to my first hop:

Pinging 96.120.17.21 with 32 bytes of data:
Reply from 96.120.17.21: bytes=32 time=12ms TTL=254
Reply from 96.120.17.21: bytes=32 time=8ms TTL=254
Request timed out.
Reply from 96.120.17.21: bytes=32 time=13ms TTL=254
Reply from 96.120.17.21: bytes=32 time=17ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Request timed out.
Request timed out.
Request timed out.
Reply from 96.120.17.21: bytes=32 time=12ms TTL=254
Reply from 96.120.17.21: bytes=32 time=10ms TTL=254
Reply from 96.120.17.21: bytes=32 time=8ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Request timed out.
Reply from 96.120.17.21: bytes=32 time=8ms TTL=254
Request timed out.
Reply from 96.120.17.21: bytes=32 time=9ms TTL=254

Ping statistics for 96.120.17.21:
Packets: Sent = 20, Received = 14, Lost = 6 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 17ms, Average = 9ms

 

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Contributor

Re: Extremely slow speeds and packetloss (Houston)

Got an automated call from Comcast that they found an issue in the neighborhood and resolved it, connection working normally again. Would be nice if customer service had some tool to at least see how bad a connection with 30% packetloss is instead of telling the customer their connection is fine and they should call the modem manufacturer.