Community Forum

Intermittent upload issues, packet loss

Highlighted
Frequent Visitor

Intermittent upload issues, packet loss

Hello,

I have been experiencing an issue since I recently got back into a more competitive gaming habit.

Issue: While playing I notice different types of lag where my character will teleport/glitch or shots not connecting. During this time my voice in Discord begins to lag and my twitch stream I'll start dropping frames.
The reason I labeled this as an upstream issue is whenever the lag occurs the other players will move smoothly and be able to react to my lagging and the other people in discord do not lag on my end.

This happens across the network as my discord and twitch is setup on another PC

Attempted solutions: I thought originally this may be due to the router having bufferbloat so I purchased an Edgerouter with smart queue to remove any bloat but the error still occurred.

I purchased a new Ethernet card for PC but problem still happens.

I have also attempted many tracerts to gameservers and random addresses but I cannot seem to catch the issue happening.

Notes:
All connections are hardwired.
I own both the modem (Netgear CM1000) and router (Edgerouter X)

I have had many techs out in the past, most recent installed a new splitter to try to adjust my snr on upstream.
Highlighted
Expert

Re: Intermittent upload issues, packet loss

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1

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

 For a test, does a computer hardwired directly to the CM1000 modem have the same problem ?



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 Contributor

Re: Intermittent upload issues, packet loss

Consider to use router admin/GUI to see if any device or app is saturating your upstream bandwidth.   Consider to run nonstop "pings to ISP default router" in a window on any PC, capturing to a log, with timestamping, so you can match up any ping packet loss with the timing of the problem.  Can use wireshark too if you want to see more details.   

 

Mistrust that discord app no matter where it is running.   Try a test after killing all discord instances on all devices with extreme prejudice using 'task manager' or unix "kill" command.   Does problem recur after discord has been effectively defenestrated?      If so, take a look at twitch as a possible contributor to the problem.   Does problem occur after you mute your mike so there should be zero upstream voice packets?   Does problem recur after you ensure that neither twitch not the untrustable discord app are running? 

 

Best wishes and rock on! 

Highlighted
Frequent Visitor

Re: Intermittent upload issues, packet loss

Thank you for the reply.

I will setup a program to run the ping all day while I'm playing to capture the issue. I will also make sure Discord is disabled during some of the test.

I had considered that maybe something was eating all the upstream so I have also unplugged all other devices from my router except gaming PC and reinstalled windows 10 just to be sure. The problem still happens.
Highlighted
Frequent Visitor

Re: Intermittent upload issues, packet loss

The issue persist while being direct connectted to modem and if only the game is running.

 

I ran a persistent ping to my routers IP all day yesterday and it did not drop any packets.

 

I do not think that discord or twitch are causing the issue I just know that they are impacted when the packets drop.

 

It is worth mentioning that when the lag happens my ping in game stays the exact same, so no spikes just packet loss.

 

The images below show my modem stats and my pingplotter for tonight for the Quake Champions servers.

 

You will also find an image of the splitter connectted to the outside of my house.

 

https://imgur.com/DOwyL0x
https://imgur.com/8wmcrkH
https://imgur.com/8E970nS
https://imgur.com/0k2VSSl
https://imgur.com/DSzD8Hj

Highlighted
Frequent Visitor

Re: Intermittent upload issues, packet loss

I know it's been some time but I am still experiencing the same issues.

Since my last post I have done the following:

Last night I managed to catch it dropping in a speed test, https://imgur.com/a/7fHO8YT

 

I called comcast tonight when the issue was happening and the support guy said all my levels were fine and I had an upstream SNR of 20.4.

 

I also just requested to get my speeds updated to Gigabit in hopes that the HFC connection will fix this.

Highlighted
Expert

Re: Intermittent upload issues, packet loss


@MaYh3MM wrote:

 

I called comcast tonight when the issue was happening and the support guy said all my levels were fine and I had an upstream SNR of 20.4.


FWIW, if he didn't give you an incorrect or made-up number, that 20.4 on the upstream SNR is way too low / out of spec. It shows that the is significant noise ingressing into the return path  line(s) somewhere.



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
Frequent Visitor

Re: Intermittent upload issues, packet loss

Is there any way I can get someone on here to test my connection? Every time I call I get given the same response that there is nothing wrong.
Highlighted
Frequent Visitor

Re: Intermittent upload issues, packet loss

I just upgraded to Gigabit today and the packet loss issue is still here.

 

The install tech said the put in a maintaince request for my pole but I do not have any way to view it.

 

Anyone have any suggestions to get this resolved?

Highlighted
Frequent Visitor

Upload speed drops to 0, resulting in insane packet loss

Hello,

I have been experiencing an ongoing issue where my upload drops to 0 for a short time. This is increasingly frustrating right now due to "Work from home" and dropping connections.

Below you will find an info dump of all the things have done to try to fix this on my end.

  • I thought originally this may be due to the router having bufferbloat so I purchased an Edgerouter with smart queue to remove any bloat but the error still occurred.

  • I purchased a new Ethernet card for PC but problem still happens.

  • Replaced the coax line from the splitter to my modem with the following https://www.amazon.com/gp/product/B0796WTC8R/ref=ppx_yo_dt_b_asin_title_o03_s00?ie=UTF8&psc=1

  • Connected the modem directly to the line off the pole ,no splitter, and I still get the packet loss.

  • Updated speed to Gigabit hoping that with HFC it would "fix itself"

  • Swapped to another modem(SB6183) and received same issue.

I have had many techs come out over the past year and they can never seem to locate an issue. Even though I have a speed test/ ping plotter results to back it up.

I called Comcast tonight after upgrading to Gigabit and was told I can't get a tech until 7/4 which is going to be a virtual visit.

Last night I managed to catch it dropping in a speed test, https://imgur.com/a/7fHO8YT

Here is a pingplotter from tonight to Google: https://imgur.com/a/j8lcuK9

Below are the modem levels:

https://imgur.com/8E970nS
https://imgur.com/0k2VSSl
https://imgur.com/DSzD8Hj

 

Also worth mentioning that I own both the modem and router.