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High ping, packet loss, unstable connection

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Frequent Visitor

High ping, packet loss, unstable connection

It started 3-4 weeks ago. Random high ping, dropped packets, to a point where I can't do Teams meeting. One min it works perfectly then the next minute I get bad connection errors and connection becomes horrible.  This repeats all day long and happens both day and night. Oftentimes I get about half of the download speed I am supposed to get, around 60-90Mbs. 

 

My setup

Desktop connected via ethernet

Modem:  Netgear CM1100

Router: Archer A7 AC1750

Backup modem: SB6121

Backup router: Cisco E3200

Xfinity Blast with 175Mbps

 

Here's what I've done so far and nothing helped.

  • Powercycled/Restarted modem, router, computer (many, many times).
  • Factory reset of modem and router.
  • Sent reset signal via Xfinity website and CS reps (many, many times).
  • Removed a splitter and hooked up the modem directly to coax.
  • Connected computer directly to modem through ethernet bypassing router.
  • Tried a backup modem (SB6121) and a backup router (Cisco E3200) to test.
  • Firmware all up to date.
  • Tried different computers.
  • No VPN.

 

Xfinity tech came out a couple of days ago and checked the outsite connection and signal but said there are no issues. Because this happens sporadically I am thinking maybe he tested while everything was fine.

 

Not sure what else to do now.

 

Below are some test results.

 

Pinging Google

Reply from 8.8.8.8: bytes=32 time=96ms TTL=56
Reply from 8.8.8.8: bytes=32 time=45ms TTL=56
Reply from 8.8.8.8: bytes=32 time=18ms TTL=56
Reply from 8.8.8.8: bytes=32 time=125ms TTL=56
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=56
Reply from 8.8.8.8: bytes=32 time=187ms TTL=56
Reply from 8.8.8.8: bytes=32 time=53ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=143ms TTL=56
Reply from 8.8.8.8: bytes=32 time=290ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=39ms TTL=56
Reply from 8.8.8.8: bytes=32 time=71ms TTL=56
Reply from 8.8.8.8: bytes=32 time=79ms TTL=56
Reply from 8.8.8.8: bytes=32 time=136ms TTL=56
Reply from 8.8.8.8: bytes=32 time=16ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=24ms TTL=56
Reply from 8.8.8.8: bytes=32 time=260ms TTL=56
Reply from 8.8.8.8: bytes=32 time=271ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=55ms TTL=56
Reply from 8.8.8.8: bytes=32 time=26ms TTL=56
Reply from 8.8.8.8: bytes=32 time=154ms TTL=56
Reply from 8.8.8.8: bytes=32 time=47ms TTL=56
Reply from 8.8.8.8: bytes=32 time=26ms TTL=56
Reply from 8.8.8.8: bytes=32 time=41ms TTL=56
Request timed out.
Reply from 8.8.8.8: bytes=32 time=65ms TTL=56
Reply from 8.8.8.8: bytes=32 time=47ms TTL=56
Reply from 8.8.8.8: bytes=32 time=198ms TTL=56

Ping statistics for 8.8.8.8:
Packets: Sent = 200, Received = 171, Lost = 29 (14% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 578ms, Average = 117ms

 

Tracert

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    14 ms    32 ms    17 ms  96.120.102.193
  3    21 ms     9 ms    13 ms  po-305-1300-rur102.burien.wa.seattle.comcast.net [96.108.136.121]
  4   169 ms   161 ms    32 ms  be-121-ar01.seattle.wa.seattle.comcast.net [69.139.163.13]
  5    94 ms    14 ms    55 ms  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165]
  6    45 ms   267 ms    34 ms  be-10846-pe01.seattle.wa.ibone.comcast.net [68.86.86.90]
  7   280 ms   225 ms    48 ms  50.242.150.242
  8   309 ms    62 ms   316 ms  108.170.245.113
  9    42 ms    91 ms    39 ms  74.125.253.67
 10    49 ms    23 ms   122 ms  dns.google [8.8.8.8]

 

Modem signal info

 

https://i.imgur.com/DGuKS5P.png

 

 

 

Highlighted
New Poster

Re: High ping, packet loss, unstable connection

I am having pretty much the exact same issues as you and it started 3 -4 weeks ago also. I am getting similar results when i run the ping test to Google also. Thought I was having a hardware issue but after testing and hearing others..... something else is going on.

Before mid-march i have never had a problem like this.

Sorry I can't be of help, but know that others are seeing same issues.

Highlighted
Frequent Visitor

Re: High ping, packet loss, unstable connection

Looking at this board there seems to be a lot of this going on making me believe that it's very likely a Xfinity issue. I hope someone from Xfinity can chime in. S ucks to have these issues when we need the service the most.

Highlighted
New Poster

Re: High ping, packet loss, unstable connection

Out of curiosity, are all of you on the West Coast? I'm in the Bay Area and just had Comcast come install internet yesterday (switched from AT&T UVerse). I've noticed significant packet loss, high latency and poor WiFi connectivity in the ~36 hours I've had the service. I'm seeing these issues on my PC (hard-wired) and my cell phones/smart TVs WiFi. 

Switched to Comcast because they offered 4x the download speed that AT&T was offering for the same amount of money. However, I might have to switch back if Comcast isn't able to provide consistency.

Highlighted
Frequent Visitor

Re: High ping, packet loss, unstable connection

I am. In Renton near Seattle.

Highlighted
Frequent Visitor

Re: High ping, packet loss, unstable connection

Xfinity said they were doing some service maintenance in my area the other night and I was hoping that would fix stuff but nothing has changed so far...