Xfinity plant
Xfinity globe
Community Forum

Packet Loss at Level3/Comcast Handoff

New Poster

Packet Loss at Level3/Comcast Handoff

Hey all,

 

I'm trying to play a game (World of Tanks) and getting major packet loss at what appears to be the hop from Comcast to Level3.  The packet loss is somewhat stable between 20 and 40 percent, but more or less ever-present.  I suspect it's ICMP de-prioritization at work, which isn't an issue for normal browsing, but in the context of a video game, dropped packets at this level are utterly unplayable.  It's not just this route, either.  Any routing that makes this jump experiences the issue.  PingPlotter for reference:

 

pingplotter.png

 

pingplotter2.pngpingplotter3.pngpingplotter4.png

 

4.68.70.45 is listed as a L3 facility in Bloomfield, Colorado.

 

I'm not sure if the issue is actually there or is related to the handoff from Elmhurst to Bloomfield, but this is a serious problem for me, and one that's been ongoing for several weeks.  If a resolution can't be found I will be leaving Comcast to get around this hop.

Official Employee

Re: Packet Loss at Level3/Comcast Handoff

What you're seeing is not real packet loss. That particular router is deprioritizing its responses to you, but this is only for packets destined for that specific router, e.g. pings or traceroute packets. This deprioritization has no bearing whatsoever on packets going *through* the router. This is a common misunderstanding. Had this been real packet loss, that hop and every subsequent hop would show packet loss. Since you only see it on that one hop and do not see it on the last hop, your destination, it is not real packet loss.

 

EDIT: Also, 4.68.70.45 is not in Broomfield, CO. It is the handoff from our Chicago regional network to Level 3 in that area. Level 3 has offices in Broomfield, though.

 

Regards,

John

 

Expert

Re: Packet Loss at Level3/Comcast Handoff

I will add that a higher amount of latency does appear at hop #7 and it does carry through to the destination server. Perhaps this poster is experiencing the negative effects of excess lag and not packet loss. They did after all mention having symptoms. 

Official Employee

Re: Packet Loss at Level3/Comcast Handoff


EG wrote:

I will add that a higher amount of latency does appear at hop #7 and it does carry through to the destination server. Perhaps this poster is experiencing the negative effects of excess lag and not packet loss. They did after all mention having symptoms. 


In the trace that has crazy latency beginning at hop #7, that is because that particular server is in Europe. That's the TransAtlantic link. If the original poster is using that server then I would expect it to have rather poor performance, as you say. That amount of latency would make gaming difficult.

 

Regards,

John

Expert

Re: Packet Loss at Level3/Comcast Handoff

Agreed John. IMO, 150 ms RTT and higher (170) may be a *bit* more than is to be expected even from a round trip to parts of Europe ?

New Poster

Re: Packet Loss at Level3/Comcast Handoff

The main route I'm interested in is the first image, the others were chosen simply to illustrate the bad hop's reproducibility. And whehter you want to label it as lag, packet loss, or anything else, the bottom line is the network is not performing adequately, and in the absence of other evidence I have to assume that hop is the issue.  Arguing whther it is "true packet loss" is utterly beside the point.

 

The game includes a ping display, and typically it's stable and responsive between 40 and 60 ms for a 8-10 seconds at a time, before spiking to 300+ and becoming unresponsive for a period of a few seconds, as if the connection were being lost entirely for a brief time.  It then rubber-bands the game assets back into a state/location that makes sense before becoming stable again.  That to me reads exactly like some form of packet loss, be it from de-prioritization or another cause, followed by the game attempting to correct itself once the connection becomes responsive again.

Frequent Visitor

Re: Packet Loss at Level3/Comcast Handoff

I am seeing the same issue in Chicago when connecting to Blizzard servers to play Overwatch. This is causing significant issues with latency. I called Comcast directly and they saw the issue but were unable to do anything, so I called Level3 directly and they told me Comcast has to call them directly. Any help here would be much appreciated. I see this being resolved one of 2 ways

 

1. Route around the server causing issues.

2. Comcast contacts Level3 to fix the issue.

 

See below--

 

traceroute to 4.53.98.46 (4.53.98.46), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 1.904 ms 1.064 ms 1.067 ms
2 96.120.25.153 (96.120.25.153) 11.330 ms 18.328 ms 10.591 ms
3 te-0-3-0-14-sur03.chicago302.il.chicago.comcast.net (162.151.33.53) 9.890 ms 9.848 ms 10.321 ms
4 te-1-12-0-9-ar01.elmhurst.il.chicago.comcast.net (162.151.36.85) 13.775 ms
te-1-12-0-8-ar01.elmhurst.il.chicago.comcast.net (69.139.203.89) 13.233 ms
te-1-2-0-3-ar01.elmhurst.il.chicago.comcast.net (68.87.230.181) 11.534 ms
5 4.68.70.45 (4.68.70.45) 11.548 ms 11.323 ms 11.351 ms
6 ae-1-3501.edge4.chicago3.level3.net (4.69.203.254) 11.076 ms
ae-14-3604.edge4.chicago3.level3.net (4.69.204.166) 12.203 ms
ae-2-3601.edge4.chicago3.level3.net (4.69.203.230) 10.864 ms
7 blizzard-en.edge4.chicago3.level3.net (4.53.98.46) 10.854 ms !X * *
8 blizzard-en.edge4.chicago3.level3.net (4.53.98.46) 11.843 ms !X * 11.142 ms !X

--Attempt 2--
1 192.168.1.1 (192.168.1.1) 1.811 ms 0.962 ms 1.080 ms
2 96.120.25.153 (96.120.25.153) 9.679 ms 9.997 ms 9.088 ms
3 te-0-3-0-14-sur03.chicago302.il.chicago.comcast.net (162.151.33.53) 9.316 ms 9.783 ms 9.349 ms
4 te-2-6-0-12-ar01.elmhurst.il.chicago.comcast.net (68.86.197.121) 11.191 ms
te-1-12-0-10-ar01.elmhurst.il.chicago.comcast.net (68.86.196.225) 13.055 ms
te-2-6-0-11-ar01.elmhurst.il.chicago.comcast.net (68.86.197.117) 10.867 ms
5 4.68.70.45 (4.68.70.45) 11.511 ms 11.710 ms 11.378 ms
6 ae-14-3604.edge4.chicago3.level3.net (4.69.204.166) 11.087 ms
ae-3-3503.edge4.chicago3.level3.net (4.69.203.138) 11.460 ms
ae-2-3601.edge4.chicago3.level3.net (4.69.203.230) 11.369 ms
7 blizzard-en.edge4.chicago3.level3.net (4.53.98.46) 11.825 ms !X * 10.743 ms !X
Johns-MacBook-Air:~ jbrady$ traceroute 4.53.98.46
traceroute to 4.53.98.46 (4.53.98.46), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 1.170 ms 0.965 ms 1.039 ms
2 96.120.25.153 (96.120.25.153) 10.188 ms 17.904 ms 9.749 ms
3 te-0-3-0-14-sur03.chicago302.il.chicago.comcast.net (162.151.33.53) 10.439 ms 9.718 ms 10.321 ms
4 te-1-12-0-12-ar01.elmhurst.il.chicago.comcast.net (69.139.185.81) 12.691 ms
te-1-12-0-13-ar01.elmhurst.il.chicago.comcast.net (162.151.36.89) 13.084 ms
te-1-11-0-0-ar01.elmhurst.il.chicago.comcast.net (69.139.202.177) 12.817 ms
5 4.68.70.45 (4.68.70.45) 11.214 ms 19.001 ms 11.232 ms
6 ae-3-3503.edge4.chicago3.level3.net (4.69.203.138) 10.972 ms 11.452 ms 11.761 ms
7 * * blizzard-en.edge4.chicago3.level3.net (4.53.98.46) 33.814 ms !X
8 * blizzard-en.edge4.chicago3.level3.net (4.53.98.46) 11.056 ms !X *
9 blizzard-en.edge4.chicago3.level3.net (4.53.98.46) 11.998 ms !X * 12.330 ms !X

See my MTR below

Keys: Help Display mode Restart statistics Order of fields quit
Packets Pings
Host Loss% Snt Last Avg Best Wrst StDev
1. 192.168.1.1 0.0% 45 0.9 1.2 0.9 3.4 0.4
2. 96.120.25.153 0.0% 45 9.0 14.7 8.8 84.9 14.7
3. te-0-3-0-14-sur03.chicago302.il. 0.0% 45 9.2 15.1 9.2 80.6 13.8
4. te-1-12-0-10-ar01.elmhurst.il.ch 0.0% 45 17.1 15.7 10.8 74.1 10.7
5. 4.68.70.45 47.7% 44 11.1 23.2 11.0 91.8 24.5
6. ae-14-3604.edge4.Chicago3.Level3 0.0% 44 28.7 19.6 10.7 96.3 17.9
7. BLIZZARD-EN.edge4.Chicago3.Level 2.3% 44 10.8 15.7 10.5 92.7 15.0

New Poster

Re: Packet Loss at Level3/Comcast Handoff

 Hey John,

Sorry to do this here, the private message link doesn't work, most reply buttons arent working, it must be the site because I can't get it to work on Android/Windows/Apple computers. But I am using an ethernet cable, but cannot connect to IPV4 sites, much like I have seen other customers failing to be able to do. Can you help? Sites like Google, Apple, YouTube, etc. work fine, but I can't play any games off of Steam, and can't handle the god-awful .15 mbps download speeds of my WiFi router. Any help would be nice. Thank you,

 

Jon

Official Employee

Re: Packet Loss at Level3/Comcast Handoff

Hi Jzajac727,

 

Sorry for the late reply. Are you still having issues? 

 

Official Employee

Re: Packet Loss at Level3/Comcast Handoff

Sorry, ComcastChe, I should have replied here, as well. We worked through some settings problems with their network adapter and all is well.

Official Employee

Re: Packet Loss at Level3/Comcast Handoff

No worries John! I just wanted to make sure they were able to get some assistance. Thanks for the update, Happy Holidays! 

Expert

Re: Packet Loss at Level3/Comcast Handoff

FWIW, this thread is a year and a half old. And with a different poster than the OP.
Expert