Community Forum

Packet Loss and Slowness - Traceroute

Highlighted
New Poster

Packet Loss and Slowness - Traceroute

Hey just looking to see if I can get any help here.  I'm having slowness with upload speeds from my home and below is a sample traceroute out.

 

Hop #1 is my router, which is always stable around 1-4ms.  It's hop #2 that is experiencing a lot of slowness.  See the 300ms, timeout, then a random 20ms.  I've been running pings through the day to Google to see how it behaves and just a bunch of packet loss.  

Are there any steps I can do to improve my speed to hop #2?  Are there any questions, or additional networking that could be changed from the ISP side to help me?

 

Thanks a bunch really appreciate the help.

 

traceroute to www.google.com (172.217.14.228), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 1.418 ms 2.208 ms 1.390 ms
2 96.120.101.53 (96.120.101.53) 315.667 ms * 21.939 ms
3 96.110.249.185 (96.110.249.185) 177.955 ms 27.728 ms 34.888 ms
4 be-103-ar01.seattle.wa.seattle.comcast.net (69.139.164.77) 18.959 ms 126.706 ms 28.750 ms
5 be-33650-cr01.seattle.wa.ibone.comcast.net (68.86.93.165) 99.021 ms 67.307 ms 144.270 ms
6 be-10846-pe01.seattle.wa.ibone.comcast.net (68.86.86.90) 168.029 ms 324.139 ms 16.984 ms
7 50.242.150.242 (50.242.150.242) 23.959 ms 17.176 ms 71.152 ms
8 74.125.243.193 (74.125.243.193) 38.971 ms
74.125.243.177 (74.125.243.177) 38.992 ms 28.894 ms
9 209.85.254.249 (209.85.254.249) 76.257 ms
209.85.254.247 (209.85.254.247) 102.871 ms 58.397 ms

 

Pings to hop #2

$ ping 96.120.101.53 -c 100
PING 96.120.101.53 (96.120.101.53): 56 data bytes
64 bytes from 96.120.101.53: icmp_seq=0 ttl=254 time=52.316 ms
Request timeout for icmp_seq 1
64 bytes from 96.120.101.53: icmp_seq=2 ttl=254 time=272.111 ms
64 bytes from 96.120.101.53: icmp_seq=3 ttl=254 time=140.777 ms
64 bytes from 96.120.101.53: icmp_seq=4 ttl=254 time=209.350 ms
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
64 bytes from 96.120.101.53: icmp_seq=8 ttl=254 time=175.221 ms
64 bytes from 96.120.101.53: icmp_seq=9 ttl=254 time=348.482 ms
64 bytes from 96.120.101.53: icmp_seq=10 ttl=254 time=87.692 ms
64 bytes from 96.120.101.53: icmp_seq=11 ttl=254 time=30.707 ms

Highlighted
Expert

Re: Packet Loss and Slowness - Traceroute

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 ?

Is this a WiFi connection ?



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
New Poster

Re: Packet Loss and Slowness - Traceroute

Hi EG, thanks for the help, I'm running a Surfboard modem 

 

Model Name: SB6120
Vendor Name: ARRIS Group, Inc.
Firmware Name: SB_KOMODO-1.0.7.3-SCM02-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 3.0

 

Signal Stats below

 

Downstream

Channel ID 33  34  35  36 
Frequency 663000000 Hz  669000000 Hz  675000000 Hz  681000000 Hz 
Signal to Noise Ratio 36 dB  36 dB  36 dB  36 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256 
Power Level 6 dBmV   6 dBmV   6 dBmV   6 dBmV  

 

Upstream

Channel ID
Frequency 30100000 Hz  36500000 Hz  23700000 Hz  17300000 Hz 
Ranging Service ID 970  970  970  970 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 42 dBmV  42 dBmV  43 dBmV  44 dBmV 
Upstream Modulation [2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

 

Signal Status

Channel ID 33  34  35  36 
Total Unerrored Codewords 15179959716  15178423991  15178420795  15178421866 
Total Correctable Codewords 20006  19555  19117  18077 
Total Uncorrectable Codewords 12342  10192  13875  13883 
Highlighted
Expert

Re: Packet Loss and Slowness - Traceroute

The signal stats are o/k. Please also post the error log entries.



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!