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Packet Loss and Jitter - Comcast or Me? I'm lost

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Packet Loss and Jitter - Comcast or Me? I'm lost

Recently within the past week I've been noticing some lag/packet loss when I'm gaming. When I run speed tests everything is fine. In an attempt to debug the issue I've reinstalled OS, reinstalled NIC drivers, changed ethernet cables, and plugged ethernet directly into my modem - still have the same problem.

 

I don't see how the issue is on my side, but am so lost right now as to why this is happening. Here are some ping tests I ran, is there enough info here to determine if the issue is me or ISP?: https://imgur.com/a/NqUpSVp.

Expert

Re: Packet Loss and Jitter - Comcast or Me? I'm lost

Hops 9 and 11 are routers that are configured to not respond to ICMP packet based ping probes. That why you are seeing 100% packet loss there. The trace is completing to the destination server. 

 

What do the modem's signal stats look like ?Try getting them here http://192.168.100.1 or here http://10.0.0.1

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

What is the exact make and model number of the modem ?




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Frequent Visitor

Re: Packet Loss and Jitter - Comcast or Me? I'm lost


@EG wrote:

Hops 9 and 11 are routers that are configured to not respond to ICMP packet based ping probes. That why you are seeing 100% packet loss there. The trace is completing to the destination server. 

 

What do the modem's signal stats look like ?Try getting them here http://192.168.100.1 or here http://10.0.0.1

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

What is the exact make and model number of the modem ?



Hi @EG, thank you very much for taking the time to respond. My modem is a ARRIS SURFboard SB6190 DOCSIS 3.0 Cable Modem (32x8) which I purchased on April 11, 2017.

 

Instead of guessing at the numbers which you requested I'm just going to take screenshots of my modem and hope that covers everything. I had kind of ruled out the possibility of the issue being my modem as some of the tests I ran with PingPlotter to sites like twitter.com didnt show much issue.

 

Here are the screenshots of my modem information: https://imgur.com/a/LGRcQbU. Your help is extremely appreciated here.

 

Frequent Visitor

Re: Packet Loss and Jitter - Comcast or Me? I'm lost

I called Comcast support and they performed the typical restarting of the modem and verifying signal but after running Ping Plotter I'm seeing the same issue (inconsistent latency times). I've scheduled an appointment for tomorrow but I'm still really unsure if this issue is on my end or Comcast's and would appreciate any additional guidance. Thanks.

Official Employee

Re: Packet Loss and Jitter - Comcast or Me? I'm lost

I called Comcast support and they performed the typical restarting of the modem and verifying signal but after running Ping Plotter I'm seeing the same issue (inconsistent latency times). I've scheduled an appointment for tomorrow but I'm still really unsure if this issue is on my end or Comcast's and would appreciate any additional guidance. Thanks.

djsmvp2, how did the appointment go? Thanks for posting about your issues here, by the way! 

 

Ken


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Re: Packet Loss and Jitter - Comcast or Me? I'm lost


@ComcastKenF wrote:

I called Comcast support and they performed the typical restarting of the modem and verifying signal but after running Ping Plotter I'm seeing the same issue (inconsistent latency times). I've scheduled an appointment for tomorrow but I'm still really unsure if this issue is on my end or Comcast's and would appreciate any additional guidance. Thanks.

djsmvp2, how did the appointment go? Thanks for posting about your issues here, by the way! 

 

Ken


Hi Ken, unfortunately I had to cancel due to a scheduling conflict with work. I'm a bit hesitant to reschedule as I'm not sure if the issue is on Comcast's end or not. I don't think it's on my end, maybe a server which my packets are hopping to when doing certain online activities? I was hoping me posting screenshots of my modem downstream/upstream power level and SNR someone in this thread would be able to tell me if they saw anything which would indicate the issue is on my side.

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Official Employee

Re: Packet Loss and Jitter - Comcast or Me? I'm lost

djsmvp2, bummer about the appointment conflict. I didn't see much concern on your modem logs. I see you don't have any registered correctables/uncorrectables so I assume the snapshot was taken after a reboot. I'd be happy to take a look at your signal levels on my end. I can get a reading of whatever is going on at the node (if anything) as well as other factors that may be contributing to your packet loss. If you send me a private message with your full name, I can access your account and take a closer look. 

 

Ken


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