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Ping Spikes and packet loss.

Banditeh
Frequent Visitor

Ping Spikes and packet loss.

I've been having ping spikes for the past week now and it happens randomly. This is a hardwired connection, and sometimes the ping would be up to 1000ms for a few minutes at least. I've replaced our old modem/router combo and am now using a CM1200 and Orbi mesh wifi system, and the ping spikes still happen frequently and randomly. My download and upload speeds are good and I'm getting what I paid for the download and upload, just the ping is inconsistent which doesn't allow me to play video games.
https://imgur.com/a/CtM8i7d

Banditeh
Frequent Visitor

Re: Ping Spikes and packet loss.

Link for Downstream and Upstream Channels: https://imgur.com/a/CtM8i7d

Banditeh
Frequent Visitor

Re: Ping Spikes and packet loss.

Could someone help me with this issue? I factory reset the modem and I no longer get 300 ping anymore, but I do get ping spikes from my usual 29ms to 119ms and it fluctuates, causing me to teleport around when I play online games. I also get 10% packet loss during these ping spikes.

EG
Expert

Re: Ping Spikes and packet loss.

The stats are o/k but the also important "correctable / uncorrectable codeword" numbers are cut off in those pics. Could we see them too please ? 

 

Also, are there any error log entries being shown ? If so please post them as well. 



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Banditeh
Frequent Visitor

Re: Ping Spikes and packet loss.

Here are the uncorrectable/correctable codewords: https://imgur.com/Ok6k26g

Error logs: https://imgur.com/iuEhF1O

I factory reset the modem on Jan 19th, and since then I have yet to receive any critical errors in the event log. Factory resetting the modem fixed my 300ms-1000ms ping issue, but now I get ping spikes from my usual <20ms to >80ms. My PC is currently using WIFI, but I tested LAN with my laptop and whenever a ping spike happened on WIFI, it happened on the LAN as well.
Ping spikes when pinging 1.1.1.1: https://imgur.com/ev8pVnF

Normal ping when pinging 1.1.1.1: https://imgur.com/sscvr3q

 

EG
Expert

Re: Ping Spikes and packet loss.

Even though the signal stats land the bit errors looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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Banditeh
Frequent Visitor

Re: Ping Spikes and packet loss.

Alright! Thanks @EG!

EG
Expert

Re: Ping Spikes and packet loss.

Quite welcome !



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ComcastChe
Official Employee

Re: Ping Spikes and packet loss.

Hi @Banditeh! We appreciate your patience. Sorry for the experience you're having. I'd be happy to take a deeper look into this for you to help isolate a cause and find a fix. To get started, please send a private message with your full name, as it appears on your billing statement and the numbers associated with your service address. To send a message, click on my name, "ComcastChe," then click send a message. 


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ComcastRob
Official Employee

Re: Ping Spikes and packet loss.

@Banditeh

 

Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. 


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