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Ping Spikes, Packet Loss, 10+ techs

Van5
Frequent Visitor

Ping Spikes, Packet Loss, 10+ techs

Hello

 

  I've been having high ping and packet loss since March 2020.  I called comcast multiple times to get the problems resolve, but nothing have been fixed. The customer representative sent out 10+ technicians to my home and they said everything is fine even when I'm showing them the live packet loss and high ping tests. One technician put in an additional maintenance ticket but it sat there for a month and no one is doing anything about it.  I even upgraded to 1gig service, had 4 modems replaced (Xb6,Xb7). I don't know what else to do, every time I called comcast they want to send out a technician, that just check the signal and connection. I even got a text message from comcast, that they fixed it. But guess what? Nope, still no video chat, voice calls, and absolutely no gaming.

 

Here are my modem info:

Upstream : https://imgur.com/8kOo3Vu

Downstream : https://imgur.com/Yn4USSb 

https://imgur.com/lsTh35j

https://imgur.com/OV341L1

https://imgur.com/SmNbBih

https://imgur.com/pXT7aU4

https://imgur.com/8y2TqTR

 

PingPlotter results :

https://imgur.com/7OA3nXD

https://imgur.com/oTyYkAW

https://imgur.com/fylIk13

https://imgur.com/b6l5lHM

https://imgur.com/TDvmxlM

https://imgur.com/hG5y5N8

https://imgur.com/MG1XHE2

https://imgur.com/ol4Nbl5

 

Totally fine one night

https://imgur.com/8NbXU4T

 

Please help!!!

 

 

 

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

Still a lot of ping spikes.

 

ping11.JPG

ping9.JPG

ping10.JPG

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

ping13.JPG

ping14.JPG

ping15.JPG

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

Someone please help.

 

https://imgur.com/hWhdkpf

ping16.JPG

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

I called Comcast to complain again. Had a tech scheduled for the next day. Before the tech arrived, I got an automated voice mail that said this:

 

"Hello, this is Comcast. We are calling to advise you that our technicians identified an issue in your neighborhood that may have caused the service issue that you reported. We would like you to know that this issue has been resolved and that you may no longer need the service appointment that you have on Wednesday, February 10th between 4 p.m. And 6 p.m. If your services are restored and you no longer need your appointment, please call us back at 801-964-7576 to cancel your appointment. Thank you for choosing Comcast."

 

This is what comcast considered as resolved issue.

https://imgur.com/1QxKmVF

ping18.JPG

 

When the tech arrived, he check the signal, node, the outside line. He said everything is fine. Then I show him the live high ping, packet loss result. He went outside again to check the line again, and said there's high voltage in the line. Recommends that I hire an electrician to ground the house. So I said eliminate the voltage by plugging the modem into a backup battery, remove all the ethernet cables, and use a laptop to test. Same result, ping spikes, and packet loss.

 

 

This is happening through out the whole day. 

https://imgur.com/KZg9fum

ping17.JPG

 

As I am writing this post, I got a text from the tech saying there is intermittent noise interference and network team are working on tracking it.

 

I hope they fix it, but it's comcast, so my hope is the same as winning the lottery.

sepirater
Regular Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

At the side of the house where the coax demarcation box is, does the coupling (Where Xfinity's aerial and your home coax couple) have a grounding block attached to it with a bare or green jacketed copper wire pinned into it with a set-"threaded body with a fixed head" (Can't say the S-word it got censored :D)? Is that wire anchored into the earth next to the house? Just wondering if that could be an issue as well.

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

@sepirater  I'll check it out when I get a chance.

 

The ping spikes are gone, but massive packet loss this morning.

https://imgur.com/OXh2MXn

packet1.JPG

https://imgur.com/8wg7n06

packet2.JPG

 

https://imgur.com/APMt2WZ

packet3.JPG

https://imgur.com/clsuYcj

packet4.JPG

oceanv
New Poster

Re: Ping Spikes, Packet Loss, 10+ techs

I'm having the same exact issue. Constant 100% packet loss spikes. I had a tech come down today, and he blamed the wiring in this neighborhood, and didn't even bother to check the cable box outside my house. Beyond frustrating.

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

@sepirater , yes there is a green jacketed copper wire, and it goes into the ground.

 

@oceanv , I even requested "senior technicians", but they could'nt do anything or figure out what is causing the ping spikes and packet loss. One senior tech texted me the definition of ping after his visit. 

 

https://imgur.com/0bHHW12

 

ping19.JPG

jlavaseur
Valued Contributor

Re: Ping Spikes, Packet Loss, 10+ techs

Just out of curiosity, is this occurring on just a computer or other devices also?

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

@jlavaseur Packet loss and ping spikes on all devices, (3 computers, 1 xbox)  all wired. Phones connect to wifi to use wifi-calling is horrible, I can't hear the other person or vice versa.

 

https://imgur.com/Le4WrNZ

ping20.JPG

KungFu_Jesus
New Poster

Re: Ping Spikes, Packet Loss, 10+ techs

My neighbors and I have had very similar issues since about Mar/Apr of 2020. We understood this was due to more folks using the network due to stay home orders etc. so I did not make much of an issue of it.

The first two weeks of 2021 we experienced a sustained 'outage' where service was super degraded for both TV and internet to the point my Xfinity app was indicating an ongoing outage for two straight weeks even though we still had some level of service most of the time. 

Since indicating the issue had been fixed I have been paying a lot more attention to the service issues we're having and they are basically identical to the ones mentioned in this thread. 

I've had multiple conversations with techs and billing folks. I am consistently told I will be credited for the service interuption but never am. I am also run through the standard troubleshooting only to be told the issue is external to my house and that they have a service ticket open already to address it but they are never able to provide me with any other info such as ETA for a resolution or even the ticket number. 

Today I spoke to a chat tech for a bit and after asking to escalate the issue he cycled my modem against my wishes which disconnected us then he never returned nor made any attempt to contact me despite acknowledging the issue needs to be escalated. 

It seems pretty clear to me Xfinity has no intention of fixing these issues and they seem to have a policy of lying about issuing credits for inferior service levels as well.
My options are very limited when it comes to using a different service. I have a feeling you are in the same boat and xfinity knows it. 

KungFu_Jesus
New Poster

Re: Ping Spikes, Packet Loss, 10+ techs

An example from the chat I just finished with support:

X: By the end of the chat we'll resolve your issue - first we'll do troubleshooting steps and if needed will also schedule the Technician

Me: i've done the troubleshooting steps countless times and had a technician out her recently
Me: i actually just got through to someone on the phone support line and she created a ticket for me so i will let that play out rather than perform more troubleshooting on the equipment in my home.

X: Okay got it
X: May I know what else then I can do for you ?

Me: i guess i am good for now. i'm just so tired of getting this run around from the company you work for.
Me: have a good rest of the day though.

X: Thanks for waiting.
X: I'm following advance troubleshooting
X: May I know how old your modem is ?
X: I don't want to miss the opportunity to assist you, May I know if we are still connected?

 

Also this is a fairly typical ping response when I am pinging google.com any time of day, any day of the week.

Reply from 216.58.193.68: bytes=32 time=3126ms TTL=116
Reply from 216.58.193.68: bytes=32 time=1497ms TTL=116
Reply from 216.58.193.68: bytes=32 time=1591ms TTL=116
Reply from 216.58.193.68: bytes=32 time=675ms TTL=116
Reply from 216.58.193.68: bytes=32 time=44ms TTL=116
Reply from 216.58.193.68: bytes=32 time=194ms TTL=116
Request timed out.
Reply from 216.58.193.68: bytes=32 time=221ms TTL=116
Reply from 216.58.193.68: bytes=32 time=413ms TTL=116
Reply from 216.58.193.68: bytes=32 time=273ms TTL=116
Reply from 216.58.193.68: bytes=32 time=2332ms TTL=116
Reply from 216.58.193.68: bytes=32 time=189ms TTL=116
Request timed out.
Reply from 216.58.193.68: bytes=32 time=973ms TTL=116
Reply from 216.58.193.68: bytes=32 time=287ms TTL=116
Reply from 216.58.193.68: bytes=32 time=2495ms TTL=116

Paradisedota20
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

I've been having this very same issue since march of 2020 and I've also had about 6 techs who werent able to solve my issue. Everyday from 6pm to 10pm my ping starts to spike and it makes it impossible to play games or to talk on discord.

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

@KungFu_Jesus @Paradisedota20 Yeah, I don't have another ISP in my neighborhood that is high speed. I was able to get some credits over the phone, but I rather have stable connection over some measley bill credits.

 

https://imgur.com/Q5wwxAW

ping22.JPG

Reboot the modem to get this.

https://imgur.com/ZPlYwn0

ping23.JPG

Van5
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

Paradisedota20
Frequent Visitor

Re: Ping Spikes, Packet Loss, 10+ techs

@EG  would you be able to help us out