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Huge ping spikes!

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New Poster

Huge ping spikes!

Hi,

 

For about 3 months I have been getting random bad ping spikes. Happens almost every day. Gets worse in the evening. This makes most  games unplayable, randomly shooting from a stable  <20 ms to 150 + ms very frequently is a huge pain. 

 

I have already power cycled the modem and the router many times. I ran the tests (http://192.168.100.1/) on my SB6141 modem with a hardwire connection. 


https://i.imgur.com/JQgBXop.jpg
https://i.imgur.com/OFNVYaF.jpg
https://i.imgur.com/Kn1IOLe.jpg
https://i.imgur.com/cev5vey.jpg

What is the best way to resolve this? @ Comcast -- Please let me know whatelse you need from my end. Thank you!

 

Fremont, CA

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Expert

Re: Huge ping spikes!

All of the signal stats are out of spec.

 

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.



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New Poster

Re: Huge ping spikes!

Thanks EG!. Looks like I got some work to do here. I will try your suggestions and report back.

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Expert

Re: Huge ping spikes!

Good luck with it !



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New Poster

Re: Huge ping spikes!

Hi EG, I changed the splitter [Extreme BDS102H] , checked all the connections. I just have one splitter inside the house. I still see ping spikes. Do these modem signal values look any better?

 

https://i.imgur.com/58JybiJ.jpg 

https://i.imgur.com/Eli4TsU.jpg 

 

Btw, what should be the ideal signal values?

 

Thanks!

 

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Expert

Re: Huge ping spikes!

The stats are exactly the same.

 

Here are the specs;

 

Specification      Min             Max

Downstream Power Level  
Cable Modems-10dBmV+10dBmV
Gateways and EMTAs-7dBmV+7dBmV
Downstream Signal to Noise Ratio35dB-
Upstream Power Level+35dBmV+50dBmV
Upstream Signal to Noise Ratio31dB-
Upstream Receive Power-2dBmV+2dBmV

 

It may be best to get a tech out as stated to investigate and correct this issue.

 

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 !

 

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!