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High Packet Loss During Peak Hours

Regular Visitor

High Packet Loss During Peak Hours

Hello,

 

Looking for help to see if there is anything I can do about internet outages/extreme packet loss during peak use hours. Ever since starting my comcast service I have been having issues with packet loss and random outages during peak use hours that only seem to be getting worse. Streaming services will randomly cut out/buffer constantly and when playing video games I'll have packet loss up to 50-60% and ping 100ms+ constantly when playing. I don't think the issue is with my network as my computer is hardwired in and the only device on the internet and the connection works fine any time outside the hours of 6-10pm.  Anything I can do here?

Expert

Re: High Packet Loss During Peak Hours

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

Post the requested info from here;


https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...



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Regular Visitor

Re: High Packet Loss During Peak Hours

Hi @EG ,
Here's the requested info; router model & upstream/downstream power levels:

Capture.jpg

That picture doesn't seem to be working as it disappears every time I try to post so here's an alternate link: https://imgur.com/a/WJ4h3Ct

 

I tried the suggestions in the trouble shooting guide such as restarting the router etc. however I am still experiencing substantial packet loss/late packets during peak usage hours on a wired ethernet connection with only one device on the network with a 50/5 connection.

Here are the results of a packet loss test detailing what I am experiencing after following the trouble shooting guide, 2.8% packet loss with nearly 25% late packets (>60ms response) over a minute long test: 

Cafpture.PNG

Alternate link: https://imgur.com/a/Ry7n9yl

As you can see there is a recurring delay in the packet response time on an extremely consistent 5-6 second basis which is causing interruption in streaming, gaming, really any internet service I am using when every 6 seconds I am getting a lag spike. 

Expert

Re: High Packet Loss During Peak Hours

Stats look good so far. Please post the remainder of the downstream channels. There are only 5 shown.



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: High Packet Loss During Peak Hours

Hi @EG ,

 

Here is the rest of my downstream channel info:
Looking at the results it seems like channel 9 (579 MHz) has a low SNR 27.44 dB and channel 10 (585 MHz) is borderline low SNR, the channel numbers change when I reset the router but the 579/585 MHz ones are the two that always have issues with fluctuaing low SNR. Anything I can do to ignore/not use these channels on the modems end or do I need to call a technician? 
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Alt link: https://imgur.com/a/5njgtXv