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Packet Loss, High Ping, Slow Uploads

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Frequent Visitor

Packet Loss, High Ping, Slow Uploads

Hi,
I am looking for any sort of assistance someone can grant me on this issue. The best way I can describe my problem is massive ping spikes and packet loss. My issue started about a month ago and has continued to deteriorate. Regardless, Comcast has refused to send a technician even though my internet connection is effectively worthless for everything aside from using a browser. I can't use any sort of streaming audio/video communication software like Webex or Discord. Any game I attempt to play lags horribly.

===Affected computers===
Any on my network, both wired and wireless

===Hardware (at most a year old)===
Netgear CM1000 modem
Netgear XR500 router

===Screenshots===
1. Signal Strength etc
https://ibb.co/NW4XrLd

2. Modem event log
https://ibb.co/cJtT6Jw

3. Router log
https://ibb.co/JK7sZY0

4. Pingplotter example 1
https://ibb.co/0mN1Yvx

5. Pingplotter example 2
https://ibb.co/rMRn2th

===Steps taken===
1. Power cycle both modem and router.
2. Bypass router entirely and hard-line directly into modem.
3. Swapped ethernet cables
4. No splitters etc. on the cable line
5. Upgraded router firmware to latest, and reset to factory default.
6. Disabled all features on my router, including QoS, port-forwarding, firewall, etc.
7. Validated signal strength and SNR etc on the modem
(SEE SCREENSHOTS)
8. Swapped from Comcast DNS to Google Public DNS
9. Run numerous ping tests and tracert attempts to comcast.net and google.com via command prompt. The majority of these are met with timeouts and packet loss.
10. Installed PingPlotter to visualize the same as the above step.
(SEE SCREENSHOTS)


===Sample tracert output===

Tracing route to e7010.dscg.akamaiedge.net [2600:1407:f800:49c::1b62]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms MY IP
2 22 ms 32 ms 123 ms 2001:558:4003:36::1
3 284 ms 143 ms 240 ms 2001:558:32:da::1
4 29 ms 22 ms 41 ms po-2-rur02.minnetonka.mn.minn.comcast.net [2001:558:30:34::2]
5 30 ms 229 ms 55 ms 2001:558:30:43::1
6 23 ms 67 ms * be-13367-cr02.350ecermak.il.ibone.comcast.net [2001:558:0:f794::1]
7 * * * Request timed out.
8 * * * Request timed out.
9 * 45 ms 20 ms 2001:559::986
10 * * * Request timed out.
11 32 ms 33 ms 28 ms ae1.r02.ord01.ien.netarch.akamai.com [2600:1488:a100:221::b]
12 58 ms 49 ms 60 ms ae2.latisys-ord7.netarch.akamai.com [2600:1488:a100:218::b]
13 109 ms 211 ms 32 ms g2600-1407-f800-049c-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1407:f800:49c::1b62]

Trace complete.

Tracing route to e7010.dscg.akamaiedge.net [2600:1407:f800:49c::1b62]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms MY IP
2 108 ms 23 ms 39 ms 2001:558:4003:36::1
3 78 ms 27 ms 115 ms 2001:558:32:da::1
4 10 ms 55 ms 56 ms po-2-rur02.minnetonka.mn.minn.comcast.net [2001:558:30:34::2]
5 41 ms 206 ms 37 ms 2001:558:30:43::1
6 132 ms * 63 ms be-13367-cr02.350ecermak.il.ibone.comcast.net [2001:558:0:f794::1]
7 22 ms * * be-1302-cs03.350ecermak.il.ibone.comcast.net [2001:558:3:11a::1]
8 * * * Request timed out.
9 30 ms 54 ms 39 ms 2001:559::986
10 * * * Request timed out.
11 78 ms 38 ms 76 ms ae1.r02.ord01.ien.netarch.akamai.com [2600:1488:a100:221::b]
12 86 ms 289 ms 241 ms ae2.latisys-ord7.netarch.akamai.com [2600:1488:a100:218::b]
13 60 ms 22 ms 127 ms g2600-1407-f800-049c-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1407:f800:49c::1b62]

Trace complete.

Tracing route to e7010.dscg.akamaiedge.net [2600:1407:f800:4af::1b62]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms MY IP
2 170 ms 33 ms 95 ms 2001:558:4003:36::1
3 46 ms 28 ms 19 ms 2001:558:32:da::1
4 26 ms 38 ms 17 ms po-2-rur02.minnetonka.mn.minn.comcast.net [2001:558:30:34::2]
5 90 ms 141 ms 12 ms 2001:558:30:43::1
6 56 ms * * be-13367-cr02.350ecermak.il.ibone.comcast.net [2001:558:0:f794::1]
7 127 ms 55 ms 70 ms be-1402-cs04.350ecermak.il.ibone.comcast.net [2001:558:3:11b::1]
8 * * * Request timed out.
9 90 ms 168 ms 101 ms 2001:559::986
10 * * * Request timed out.
11 42 ms 53 ms 23 ms ae1.r02.ord01.ien.netarch.akamai.com [2600:1488:a100:221::b]
12 165 ms 22 ms 19 ms ae2.latisys-ord7.netarch.akamai.com [2600:1488:a100:218::b]
13 39 ms 153 ms 63 ms g2600-1407-f800-04af-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1407:f800:4af::1b62]

Trace complete.

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Regular Visitor

Re: Packet Loss, High Ping, Slow Uploads

Hi,

 

Here is what I had to do with my Netgear modem:

 

FYI, I have had about a 20% dropped packet rate for the past day.  Had multiple calls with Xfinity and no fix.  I noticed I had T4 errors and that my upstream channels were listed as "partial".  My upstream light on the modem was blinking instead of a solid color.  I did a factory reset on my modem ( I own my modem which is a Netgear CM500).  After the factory reset, it pulled the new signal settings and I am now 100% back in business.

 

So if you can factory reset the modem and then let it reconnect, that was the fix for me.

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Frequent Visitor

Re: Packet Loss, High Ping, Slow Uploads

I hadn't seen much of a point to that step yet

@jmorgan5150, but I have just reset the modem to factory default and re-power cycled everything. I will report back if it helps or not.
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Frequent Visitor

Re: Packet Loss, High Ping, Slow Uploads

I have let it test out for a little bit and I still have the same problem.

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Frequent Visitor

Re: Packet Loss, High Ping, Slow Uploads

let me know if this works for you.  Exepriencing same issue and have the option to factory reset as well but haven't tested it yet.

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Frequent Visitor

Re: Packet Loss, High Ping, Slow Uploads

Latest update is that after contacting Comcast (AGAIN) the rep latched onto the idea that somehow port forwarding configuration on my modem was causing the problem. This is despite the facts that:

1. My modem doesn't do port forwarding, just my router.

2. My problem occurs even if my router isn't connected.

3. I had confirmed I already disabled all port forwarding configurations as a troubleshooting step.

4. My problem is upload, which would be typically on the same port as download.

5. All protocols are impacted on my network, not just a single port like what HTTP would use or anything of the like.

 

I am now waiting for a pointless replacement modem to prove that the issue still occurs.  Once that happens, if Comcast refuses to own up to their own network being unable to service the area I live in, I will have to seek out possible alternative providors or options.

 

@comcast Figure your network out.

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Frequent Visitor

Re: Packet Loss, High Ping, Slow Uploads

As expected, the replacement modem has been a waste of time and effort.

 

I did manage to talk to a higher level tech earlier in the week and he actually listened and checked other modems in my area to discover that is isn't an issue with my specific connection, but rather too much load in my area.  He has started a chain for escalating a fix of having their techs look at the hardware in my area, but I am still grumpy that it took probably 12+ hours talking to Comcast to even get to this point.

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New Poster

Re: Packet Loss, High Ping, Slow Uploads

I am experiencing an identical problem, however have not been able to get as far as you have with comcast. They keep telling me nothing is wrong on their end. One lady on the phone even said that 3000ms is an acceptable response time.... I initiated service with comcast about a month ago and haven't been able to play any games on my PC without serious lag, additionally I am usually unrecognizable in discord calls. I'm curious on your location, Im in Puyallup WA. 

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Frequent Visitor

Re: Packet Loss, High Ping, Slow Uploads

Same thing for 2 months now, I'm in Bothell WA

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New Poster

Re: Packet Loss, High Ping, Slow Uploads

I was looking for answers to the same problem. I guess at least I'm not alone. I'm in Eugene OR. I stream live music on Twitch and my video upstream sometimes dips to as low as 300 kbps. I should be getting 5mbps. Weird thing too is that my Windows PC consistently shows faster upload speeds than my newer iMac (which I stream on becasue it's the only one I have with a camera). 

 

Had a remote chat with a tech. Got the speed up to 6mbps, then it wen't back down to 3.7 about 20 minutes after I was done with the tech.