Good Evening,
We've been experiencing packet loss (5-15% depending on when I check), and it's making the internet all but unusable for anything live (primarily my wife's continuous glucose monitor which failed to record her blood sugar for 6 hours the other night). I pay for the 200 Mbps package and it would be nice if I could actually use the internet I pay for. I have my own modem (Arris Surfboard 6190) and my own router (ASUS RT-AX3000). I've done extensive ping tests to various websites (google, cnn, etc) and all of them have similar packet loss. I've done the same tests from my router, and directly from my modem all with very similar results. Below are the results from a pathping to google.com:
pathping google.com
Tracing route to google.com [172.217.0.14]
over a maximum of 30 hops:
0 LAPTOP-5UQDUBD6 [192.168.50.196]
1 RT-AX58U-1BD8 [192.168.50.1]
2 96.120.113.9
3 96.110.168.161
4 162.151.145.21
5 68.87.231.189
6 be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
7 be-32241-cs04.350ecermak.il.ibone.comcast.net [96.110.40.61]
8 be-2403-pe03.350ecermak.il.ibone.comcast.net [96.110.37.30]
9 96-87-9-230-static.hfc.comcastbusiness.net [96.87.9.230]
10 209.85.248.185
11 216.239.42.35
12 * ord38s04-in-f14.1e100.net [172.217.0.14]
Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 LAPTOP-5UQDUBD6 [192.168.50.196]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% RT-AX58U-1BD8 [192.168.50.1]
1/ 100 = 1% |
2 11ms 3/ 100 = 3% 2/ 100 = 2% 96.120.113.9
0/ 100 = 0% |
3 12ms 3/ 100 = 3% 2/ 100 = 2% 96.110.168.161
0/ 100 = 0% |
4 11ms 2/ 100 = 2% 1/ 100 = 1% 162.151.145.21
0/ 100 = 0% |
5 13ms 1/ 100 = 1% 0/ 100 = 0% 68.87.231.189
1/ 100 = 1% |
6 24ms 2/ 100 = 2% 0/ 100 = 0% be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
1/ 100 = 1% |
7 24ms 3/ 100 = 3% 0/ 100 = 0% be-32241-cs04.350ecermak.il.ibone.comcast.net [96.110.40.61]
0/ 100 = 0% |
8 23ms 3/ 100 = 3% 0/ 100 = 0% be-2403-pe03.350ecermak.il.ibone.comcast.net [96.110.37.30]
0/ 100 = 0% |
9 23ms 5/ 100 = 5% 2/ 100 = 2% 96-87-9-230-static.hfc.comcastbusiness.net [96.87.9.230]
0/ 100 = 0% |
10 22ms 5/ 100 = 5% 2/ 100 = 2% 209.85.248.185
0/ 100 = 0% |
11 24ms 4/ 100 = 4% 1/ 100 = 1% 216.239.42.35
0/ 100 = 0% |
12 23ms 3/ 100 = 3% 0/ 100 = 0% ord38s04-in-f14.1e100.net [172.217.0.14]
Trace complete.
I've had a friend do the same test on his xfinity connection and there are no issues, and every hop after the first (96.120.113.9) is very similar, which leads me to believe the issue is at the first hop. I've been trying to work with Comcast phone support for weeks and they have managed to get nothing fixed. 1 of techs went very above and beyond and replaced all of our wiring from the house to the Comcast box outside, but that didn't help unfortunately. I don't believe anyone has looked at the router or device this IP is on: 96.120.113.9. Any help would be appreciated.
Also, here is some info from my modem:
| Startup Procedure |
| Procedure |
Status |
Comment |
| Acquire Downstream Channel |
|
Locked |
| Connectivity State |
OK |
Operational |
| Boot State |
OK |
Operational |
| Configuration File |
OK |
|
| Security |
Enabled |
BPI+ |
| DOCSIS Network Access Enabled |
Allowed |
|
| Downstream Bonded Channels |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Corrected |
Uncorrectables |
| 1 |
Locked |
256QAM |
1 |
477.00 MHz |
7.50 dBmV |
38.98 dB |
12 |
0 |
| 2 |
Locked |
256QAM |
38 |
429.00 MHz |
8.60 dBmV |
40.37 dB |
25 |
0 |
| 3 |
Locked |
256QAM |
39 |
435.00 MHz |
8.90 dBmV |
40.37 dB |
15 |
0 |
| 4 |
Locked |
256QAM |
40 |
441.00 MHz |
8.80 dBmV |
40.37 dB |
11 |
0 |
| 5 |
Locked |
256QAM |
41 |
447.00 MHz |
8.20 dBmV |
40.37 dB |
14 |
0 |
| 6 |
Locked |
256QAM |
33 |
453.00 MHz |
7.90 dBmV |
38.98 dB |
15 |
0 |
| 7 |
Locked |
256QAM |
34 |
459.00 MHz |
7.60 dBmV |
38.61 dB |
0 |
0 |
| 8 |
Locked |
256QAM |
35 |
465.00 MHz |
7.50 dBmV |
38.98 dB |
0 |
0 |
| 9 |
Locked |
256QAM |
36 |
471.00 MHz |
7.50 dBmV |
40.37 dB |
17 |
0 |
| 10 |
Locked |
256QAM |
2 |
483.00 MHz |
7.40 dBmV |
38.98 dB |
0 |
0 |
| 11 |
Locked |
256QAM |
3 |
489.00 MHz |
7.20 dBmV |
38.98 dB |
0 |
0 |
| 12 |
Locked |
256QAM |
4 |
495.00 MHz |
7.20 dBmV |
40.37 dB |
0 |
0 |
| 13 |
Locked |
256QAM |
5 |
507.00 MHz |
7.30 dBmV |
40.37 dB |
0 |
0 |
| 14 |
Locked |
256QAM |
6 |
513.00 MHz |
7.20 dBmV |
38.98 dB |
8 |
0 |
| 15 |
Locked |
256QAM |
7 |
519.00 MHz |
7.20 dBmV |
38.98 dB |
12 |
0 |
| 16 |
Locked |
256QAM |
8 |
525.00 MHz |
7.00 dBmV |
40.37 dB |
0 |
0 |
| 17 |
Locked |
256QAM |
9 |
531.00 MHz |
6.60 dBmV |
38.98 dB |
0 |
0 |
| 18 |
Locked |
256QAM |
10 |
537.00 MHz |
6.40 dBmV |
38.98 dB |
0 |
0 |
| 19 |
Locked |
256QAM |
11 |
543.00 MHz |
6.10 dBmV |
38.98 dB |
0 |
0 |
| 20 |
Locked |
256QAM |
12 |
549.00 MHz |
6.30 dBmV |
38.98 dB |
4 |
0 |
| 21 |
Locked |
256QAM |
13 |
555.00 MHz |
6.60 dBmV |
40.37 dB |
0 |
0 |
| 22 |
Locked |
256QAM |
14 |
561.00 MHz |
6.70 dBmV |
38.98 dB |
0 |
0 |
| 23 |
Locked |
256QAM |
15 |
567.00 MHz |
6.70 dBmV |
40.95 dB |
0 |
0 |
| 24 |
Locked |
256QAM |
16 |
573.00 MHz |
6.40 dBmV |
38.98 dB |
0 |
0 |
| 25 |
Locked |
256QAM |
17 |
579.00 MHz |
6.50 dBmV |
39.50 dB |
0 |
0 |
| 26 |
Locked |
256QAM |
18 |
585.00 MHz |
6.70 dBmV |
39.50 dB |
0 |
0 |
| 27 |
Locked |
256QAM |
19 |
591.00 MHz |
6.70 dBmV |
39.50 dB |
1 |
0 |
| 28 |
Locked |
256QAM |
20 |
597.00 MHz |
7.10 dBmV |
39.50 dB |
0 |
0 |
| 29 |
Locked |
256QAM |
21 |
603.00 MHz |
6.80 dBmV |
39.50 dB |
0 |
0 |
| 30 |
Locked |
256QAM |
22 |
609.00 MHz |
6.80 dBmV |
39.50 dB |
0 |
0 |
| 31 |
Locked |
256QAM |
23 |
615.00 MHz |
6.50 dBmV |
39.20 dB |
0 |
0 |
| 32 |
Locked |
256QAM |
24 |
621.00 MHz |
6.70 dBmV |
39.50 dB |
0 |
0 |
| Upstream Bonded Channels |
| Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
| 1 |
Locked |
ATDMA |
3 |
5120 kSym/s |
24.00 MHz |
38.50 dBmV |
| 2 |
Locked |
ATDMA |
4 |
5120 kSym/s |
17.60 MHz |
38.00 dBmV |
| 3 |
Locked |
ATDMA |
2 |
5120 kSym/s |
30.40 MHz |
39.25 dBmV |
| 4 |
Locked |
ATDMA |
1 |
5120 kSym/s |
36.80 MHz |
38.75 dBmV |
