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Random ping spikes

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Frequent Visitor

Random ping spikes

Hi there! Please help me with my problem. Recently started to experience random Internet connection quality degradation. It manifests itself in very high ping spikes (up to 5-6 seconds to google.com) and everything being unresponsive. It happens randomly a few times a day for an hour or so. Tried calling support, went through the standard rebooting/resetting procedures. It didn't help. One interesting fact, it took the modem around 15-20 minutes to start up (normally it takes just a couple minutes). Please advise. 

 

ping google.com
PING google.com (172.217.164.110): 56 data bytes
Request timeout for icmp_seq 0
64 bytes from 172.217.164.110: icmp_seq=0 ttl=54 time=1047.713 ms
64 bytes from 172.217.164.110: icmp_seq=1 ttl=54 time=1445.964 ms
Request timeout for icmp_seq 3
64 bytes from 172.217.164.110: icmp_seq=2 ttl=54 time=2137.886 ms
64 bytes from 172.217.164.110: icmp_seq=19 ttl=54 time=2179.686 ms
64 bytes from 172.217.164.110: icmp_seq=20 ttl=54 time=2053.363 ms
64 bytes from 172.217.164.110: icmp_seq=21 ttl=54 time=2510.618 ms
64 bytes from 172.217.164.110: icmp_seq=22 ttl=54 time=2489.311 ms
64 bytes from 172.217.164.110: icmp_seq=23 ttl=54 time=2725.148 ms
Request timeout for icmp_seq 26
64 bytes from 172.217.164.110: icmp_seq=24 ttl=54 time=3154.743 ms
Request timeout for icmp_seq 28
64 bytes from 172.217.164.110: icmp_seq=25 ttl=54 time=4431.289 ms
64 bytes from 172.217.164.110: icmp_seq=70 ttl=54 time=3352.104 ms
64 bytes from 172.217.164.110: icmp_seq=71 ttl=54 time=2823.360 ms
64 bytes from 172.217.164.110: icmp_seq=79 ttl=54 time=1137.643 ms
64 bytes from 172.217.164.110: icmp_seq=80 ttl=54 time=677.034 ms
64 bytes from 172.217.164.110: icmp_seq=81 ttl=54 time=197.468 ms
64 bytes from 172.217.164.110: icmp_seq=82 ttl=54 time=635.762 ms
ping: sendto: No route to host
ping: sendto: No route to host
Request timeout for icmp_seq 88
ping: sendto: No route to host
Request timeout for icmp_seq 89
ping: sendto: No route to host
Request timeout for icmp_seq 90
ping: sendto: No route to host
Request timeout for icmp_seq 95
Request timeout for icmp_seq 96
64 bytes from 172.217.164.110: icmp_seq=97 ttl=53 time=98.915 ms
64 bytes from 172.217.164.110: icmp_seq=98 ttl=53 time=496.154 ms
64 bytes from 172.217.164.110: icmp_seq=99 ttl=53 time=297.963 ms
64 bytes from 172.217.164.110: icmp_seq=100 ttl=53 time=766.056 ms
64 bytes from 172.217.164.110: icmp_seq=101 ttl=53 time=620.162 ms
Request timeout for icmp_seq 102
64 bytes from 172.217.164.110: icmp_seq=102 ttl=53 time=1424.922 ms
Request timeout for icmp_seq 104
64 bytes from 172.217.164.110: icmp_seq=104 ttl=53 time=1210.462 ms
64 bytes from 172.217.164.110: icmp_seq=105 ttl=53 time=1483.156 ms
Request timeout for icmp_seq 116
64 bytes from 172.217.164.110: icmp_seq=119 ttl=53 time=2440.190 ms
64 bytes from 172.217.164.110: icmp_seq=120 ttl=53 time=2198.024 ms

 

Downstream Bonded Channels

Channel Status Modulation Channel ID Frequency Power SNR
1 Locked QAM256 44 675000000 Hz -7.8 dBmV 34.8 dB
2 Locked QAM256 24 555000000 Hz -5.0 dBmV 39.1 dB
3 Locked QAM256 25 561000000 Hz -5.2 dBmV 35.2 dB
4 Locked QAM256 26 567000000 Hz -5.5 dBmV 39.0 dB
5 Locked QAM256 27 573000000 Hz -5.7 dBmV 38.6 dB
6 Locked QAM256 28 579000000 Hz -5.9 dBmV 38.5 dB
7 Locked QAM256 29 585000000 Hz -6.2 dBmV 37.9 dB
8 Locked QAM256 30 591000000 Hz -6.4 dBmV 38.0 dB
9 Locked QAM256 31 597000000 Hz -6.4 dBmV 38.5 dB
10 Locked QAM256 32 603000000 Hz -6.4 dBmV 38.5 dB
11 Locked QAM256 33 609000000 Hz -6.4 dBmV 38.4 dB
12 Locked QAM256 34 615000000 Hz -6.8 dBmV 38.1 dB
13 Locked QAM256 35 621000000 Hz -6.8 dBmV 38.1 dB
14 Locked QAM256 36 627000000 Hz -7.1 dBmV 37.9 dB
15 Locked QAM256 37 633000000 Hz -7.1 dBmV 37.9 dB
16 Locked QAM256 38 639000000 Hz -6.9 dBmV 34.7 dB
17 Locked QAM256 39 645000000 Hz -7.0 dBmV 35.1 dB
18 Locked QAM256 40 651000000 Hz -7.2 dBmV 35.1 dB
19 Locked QAM256 41 657000000 Hz -7.3 dBmV 35.1 dB
20 Locked QAM256 42 663000000 Hz -7.2 dBmV 35.0 dB
21 Locked QAM256 43 669000000 Hz -7.5 dBmV 34.8 dB
22 Locked QAM256 45 681000000 Hz -7.9 dBmV 34.6 dB
23 Locked QAM256 46 687000000 Hz -8.0 dBmV 34.6 dB
24 Locked QAM256 47 693000000 Hz -7.7 dBmV 34.8 dB
 

Upstream Bonded Channels

Channel Status Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 ksym/sec 30300000 Hz 42.5 dBmV
2 Locked ATDMA 1 5120 ksym/sec 17300000 Hz 41.8 dBmV
3 Locked ATDMA 2 5120 ksym/sec 23700000 Hz 42.5 dBmV
4 Locked ATDMA 4 5120 ksym/sec 36700000 Hz 42.8 dBmV
5 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
Highlighted
Expert

Re: Random ping spikes

The downstream power is on the low / weak side and it may be intermittently fluctuating even lower to out of spec levels. And some of the SNR's are too low. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Frequent Visitor

Re: Random ping spikes

Thanks EG! Could you please share a few links to known good splitters and coax cable for high speed connection?

Highlighted
Expert

Re: Random ping spikes

Here are some quality brand splitters that Comcast actually uses in different market areas;

Antronix CMC2002H 2-Way Splitter: http://www.amazon.com/Antronix-CMC2002H-2-Way-Splitter/dp/B001E4OH1E

Regal 2 WAY 1 GHZ Splitter: http://www.amazon.com/DIG702867-Regal-WAY-GHZ-SPLITTER/dp/B0018BQMUM/ref=sr_1_2?s=electronics&ie=UTF...

Extreme Broadband BDS102H 2-Way Digital Coax Splitter: http://www.amazon.com/EXTREME-DIGITAL-PERFORMANCE-CABLE-SPLITTER/dp/B007YV0UQW

Holland 2-way horizontal splitter 5-1000 MHz with ground.http://www.3starinc.com/holland_2-way_horizontal_splitter_5-1000_mhz-w-ground.html

Sv-2g 2-way Splitter 5-1000mhz: http://www.amazon.com/Sv-2g-2-way-Splitter-5-1000mhz-Sv2g/dp/B003TH36CK

Look on Amazon for high quality RG6 coax cable and compression fittings.



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Frequent Visitor

Re: Random ping spikes

In order to exclude my in-house wiring from the equation, I connected the modem directly to the input cable. It seems the numbers improved. Will live like for a few days to see if it really cures the problem.

 

Downstream Bonded Channels


Channel Status Modulation Channel ID Frequency Power SNR
1 Locked QAM256 12 477000000 Hz 6.4 dBmV 40.7 dB
2 Locked QAM256 13 483000000 Hz 6.5 dBmV 40.8 dB
3 Locked QAM256 14 489000000 Hz 6.6 dBmV 40.9 dB
4 Locked QAM256 15 495000000 Hz 6.5 dBmV 40.9 dB
5 Locked QAM256 16 507000000 Hz 6.7 dBmV 38.0 dB
6 Locked QAM256 17 513000000 Hz 6.5 dBmV 40.8 dB
7 Locked QAM256 18 519000000 Hz 6.1 dBmV 40.5 dB
8 Locked QAM256 19 525000000 Hz 5.9 dBmV 40.3 dB
9 Locked QAM256 20 531000000 Hz 6.2 dBmV 40.5 dB
10 Locked QAM256 21 537000000 Hz 6.0 dBmV 40.3 dB
11 Locked QAM256 22 543000000 Hz 5.4 dBmV 40.2 dB
12 Locked QAM256 23 549000000 Hz 4.9 dBmV 40.0 dB
13 Locked QAM256 24 555000000 Hz 5.0 dBmV 39.9 dB
14 Locked QAM256 25 561000000 Hz 5.0 dBmV 39.0 dB
15 Locked QAM256 26 567000000 Hz 4.6 dBmV 39.8 dB
16 Locked QAM256 27 573000000 Hz 4.1 dBmV 39.6 dB
17 Locked QAM256 28 579000000 Hz 4.2 dBmV 38.2 dB
18 Locked QAM256 29 585000000 Hz 4.5 dBmV 38.2 dB
19 Locked QAM256 30 591000000 Hz 4.5 dBmV 38.2 dB
20 Locked QAM256 31 597000000 Hz 4.0 dBmV 37.9 dB
21 Locked QAM256 32 603000000 Hz 4.0 dBmV 37.9 dB
22 Locked QAM256 33 609000000 Hz 4.6 dBmV 38.6 dB
23 Locked QAM256 34 615000000 Hz 4.6 dBmV 38.4 dB
24 Locked QAM256 35 621000000 Hz 3.8 dBmV 37.8 dB

Upstream Bonded Channels

 

Channel Status Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 ksym/sec 17300000 Hz 37.0 dBmV
2 Locked ATDMA 2 5120 ksym/sec 23700000 Hz 37.5 dBmV
3 Locked ATDMA 3 5120 ksym/sec 30300000 Hz 37.5 dBmV
4 Locked ATDMA 4 5120 ksym/sec 36700000 Hz 37.5 dBmV
5 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV

 

Highlighted
Expert

Re: Random ping spikes

Almost a 14dB improvement on some channels ! The modem has also locked on to some different / better / cleaner channel frequencies.



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Frequent Visitor

Re: Random ping spikes

Unfortunately, it didn't solve the problem. Just ran into another slowdown 😞 How can I escalate it to Comcast to maybe send a technician?

 

ping google.com

PING google.com (172.217.164.110): 56 data bytes

64 bytes from 172.217.164.110: icmp_seq=0 ttl=54 time=477.703 ms

64 bytes from 172.217.164.110: icmp_seq=1 ttl=54 time=410.560 ms

64 bytes from 172.217.164.110: icmp_seq=2 ttl=54 time=390.360 ms

64 bytes from 172.217.164.110: icmp_seq=3 ttl=54 time=491.980 ms

64 bytes from 172.217.164.110: icmp_seq=4 ttl=54 time=695.457 ms

64 bytes from 172.217.164.110: icmp_seq=5 ttl=54 time=367.230 ms

64 bytes from 172.217.164.110: icmp_seq=6 ttl=54 time=648.874 ms

Request timeout for icmp_seq 7

64 bytes from 172.217.164.110: icmp_seq=8 ttl=54 time=901.170 ms

64 bytes from 172.217.164.110: icmp_seq=9 ttl=54 time=855.526 ms

Request timeout for icmp_seq 10

64 bytes from 172.217.164.110: icmp_seq=10 ttl=54 time=1599.596 ms

64 bytes from 172.217.164.110: icmp_seq=11 ttl=54 time=1509.966 ms

64 bytes from 172.217.164.110: icmp_seq=12 ttl=54 time=1523.819 ms

64 bytes from 172.217.164.110: icmp_seq=13 ttl=54 time=1133.900 ms

64 bytes from 172.217.164.110: icmp_seq=14 ttl=54 time=1617.865 ms

64 bytes from 172.217.164.110: icmp_seq=15 ttl=54 time=1278.725 ms

64 bytes from 172.217.164.110: icmp_seq=16 ttl=54 time=1375.204 ms

64 bytes from 172.217.164.110: icmp_seq=17 ttl=54 time=1090.479 ms

64 bytes from 172.217.164.110: icmp_seq=18 ttl=54 time=1863.399 ms

64 bytes from 172.217.164.110: icmp_seq=19 ttl=54 time=1703.222 ms

64 bytes from 172.217.164.110: icmp_seq=20 ttl=54 time=1961.580 ms

64 bytes from 172.217.164.110: icmp_seq=21 ttl=54 time=1818.299 ms

Request timeout for icmp_seq 23

64 bytes from 172.217.164.110: icmp_seq=22 ttl=54 time=2181.274 ms

64 bytes from 172.217.164.110: icmp_seq=23 ttl=54 time=2013.676 ms

64 bytes from 172.217.164.110: icmp_seq=24 ttl=54 time=2111.472 ms

64 bytes from 172.217.164.110: icmp_seq=25 ttl=54 time=1904.868 ms

64 bytes from 172.217.164.110: icmp_seq=26 ttl=54 time=2059.071 ms

64 bytes from 172.217.164.110: icmp_seq=27 ttl=54 time=1842.700 ms

64 bytes from 172.217.164.110: icmp_seq=28 ttl=54 time=1909.451 ms

64 bytes from 172.217.164.110: icmp_seq=29 ttl=54 time=2233.418 ms

64 bytes from 172.217.164.110: icmp_seq=30 ttl=54 time=2417.243 ms

64 bytes from 172.217.164.110: icmp_seq=31 ttl=54 time=2016.866 ms

64 bytes from 172.217.164.110: icmp_seq=32 ttl=54 time=2796.990 ms

64 bytes from 172.217.164.110: icmp_seq=33 ttl=54 time=2867.477 ms

Request timeout for icmp_seq 36

64 bytes from 172.217.164.110: icmp_seq=34 ttl=54 time=3320.085 ms

64 bytes from 172.217.164.110: icmp_seq=35 ttl=54 time=3354.215 ms

64 bytes from 172.217.164.110: icmp_seq=36 ttl=54 time=3774.617 ms

64 bytes from 172.217.164.110: icmp_seq=37 ttl=54 time=3592.125 ms

Request timeout for icmp_seq 41

64 bytes from 172.217.164.110: icmp_seq=38 ttl=54 time=4484.495 ms

64 bytes from 172.217.164.110: icmp_seq=39 ttl=54 time=4454.970 ms

64 bytes from 172.217.164.110: icmp_seq=40 ttl=54 time=4939.266 ms

64 bytes from 172.217.164.110: icmp_seq=41 ttl=54 time=4679.145 ms

Request timeout for icmp_seq 46

64 bytes from 172.217.164.110: icmp_seq=42 ttl=54 time=5245.843 ms

64 bytes from 172.217.164.110: icmp_seq=43 ttl=54 time=4942.949 ms

64 bytes from 172.217.164.110: icmp_seq=44 ttl=54 time=5268.556 ms

64 bytes from 172.217.164.110: icmp_seq=45 ttl=54 time=5076.755 ms

64 bytes from 172.217.164.110: icmp_seq=46 ttl=54 time=5407.261 ms

64 bytes from 172.217.164.110: icmp_seq=47 ttl=54 time=5615.502 ms

64 bytes from 172.217.164.110: icmp_seq=48 ttl=54 time=5496.112 ms

64 bytes from 172.217.164.110: icmp_seq=49 ttl=54 time=4948.270 ms

64 bytes from 172.217.164.110: icmp_seq=50 ttl=54 time=5413.834 ms

64 bytes from 172.217.164.110: icmp_seq=51 ttl=54 time=4983.363 ms

64 bytes from 172.217.164.110: icmp_seq=52 ttl=54 time=5555.131 ms

64 bytes from 172.217.164.110: icmp_seq=53 ttl=54 time=4857.313 ms

64 bytes from 172.217.164.110: icmp_seq=54 ttl=54 time=4466.627 ms

Highlighted
Expert

Re: Random ping spikes

It sounds like it's a problem with your side of the demarc point / your premises wiring. If it is, you may be charged for the tech visit. You can book a tech visit at 1800comcast.



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.
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Highlighted
Frequent Visitor

Re: Random ping spikes

In an attempt to pinpoint the problem, I replaced all of my in-house equipment (wiring, cable modem, wifi router) with the 'latest and greatest' devices. Still seeing latency spikes 😞

 

PING google.com (172.217.6.46): 56 data bytes
Request timeout for icmp_seq 0
64 bytes from 172.217.6.46: icmp_seq=0 ttl=54 time=1359.301 ms
Request timeout for icmp_seq 2
64 bytes from 172.217.6.46: icmp_seq=1 ttl=54 time=2365.476 ms
64 bytes from 172.217.6.46: icmp_seq=2 ttl=54 time=2974.349 ms
Request timeout for icmp_seq 5
64 bytes from 172.217.6.46: icmp_seq=3 ttl=54 time=4000.302 ms
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8
64 bytes from 172.217.6.46: icmp_seq=4 ttl=54 time=5194.913 ms
--- google.com ping statistics ---
11 packets transmitted, 5 packets received, 54.5% packet loss
round-trip min/avg/max/stddev = 1359.301/3178.868/5194.913/1323.136 ms

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 20 531000000 Hz 7.3 dBmV 42.7 dB 4289691698 0 0
2 Locked QAM256 17 513000000 Hz 7.7 dBmV 42.8 dB 4289740429 0 0
3 Locked QAM256 18 519000000 Hz 7.4 dBmV 42.9 dB 4289746049 0 0
4 Locked QAM256 19 525000000 Hz 7.3 dBmV 42.6 dB 4289748257 0 0
5 Locked QAM256 21 537000000 Hz 7.1 dBmV 42.7 dB 4289753833 0 0
6 Locked QAM256 22 543000000 Hz 6.7 dBmV 42.6 dB 4289754276 0 0
7 Locked QAM256 23 549000000 Hz 6.3 dBmV 42.4 dB 4289761015 0 0
8 Locked QAM256 24 555000000 Hz 6.1 dBmV 42.3 dB 4289762789 0 0
9 Locked QAM256 25 561000000 Hz 6.0 dBmV 42.2 dB 4289778883 0 0
10 Locked QAM256 26 567000000 Hz 5.7 dBmV 42.1 dB 4289783161 0 0
11 Locked QAM256 27 573000000 Hz 5.3 dBmV 42.0 dB 4289782259 0 0
12 Locked QAM256 28 579000000 Hz 5.1 dBmV 42.0 dB 4289791220 0 0
13 Locked QAM256 29 585000000 Hz 5.2 dBmV 41.9 dB 4289793621 0 0
14 Locked QAM256 30 591000000 Hz 5.3 dBmV 41.9 dB 4289797397 0 0
15 Locked QAM256 31 597000000 Hz 5.0 dBmV 41.8 dB 4289803523 0 0
16 Locked QAM256 32 603000000 Hz 4.9 dBmV 41.8 dB 4289801154 0 0
17 Locked QAM256 33 609000000 Hz 5.3 dBmV 42.1 dB 4289833217 0 0
18 Locked QAM256 34 615000000 Hz 5.2 dBmV 41.9 dB 4289835015 0 0
19 Locked QAM256 35 621000000 Hz 4.7 dBmV 41.6 dB 4289837272 0 0
20 Locked QAM256 36 627000000 Hz 4.1 dBmV 41.5 dB 4289843973 0 0
21 Locked QAM256 37 633000000 Hz 4.5 dBmV 41.6 dB 4289842730 0 0
22 Locked QAM256 38 639000000 Hz 5.1 dBmV 41.9 dB 4289853328 0 0
23 Locked QAM256 39 645000000 Hz 4.9 dBmV 41.8 dB 4289854324 0 0
24 Locked QAM256 40 651000000 Hz 4.1 dBmV 41.5 dB 4289858675 0 0
25 Locked QAM256 41 657000000 Hz 4.1 dBmV 41.5 dB 4289864831 0 0
26 Locked QAM256 42 663000000 Hz 4.7 dBmV 41.6 dB 4289864110 0 0
27 Locked QAM256 43 669000000 Hz 4.7 dBmV 41.7 dB 4289872154 0 0
28 Locked QAM256 44 675000000 Hz 4.0 dBmV 41.2 dB 4289872989 0 0
29 Locked QAM256 45 681000000 Hz 3.5 dBmV 41.2 dB 4289876644 0 0
30 Locked QAM256 46 687000000 Hz 4.2 dBmV 41.4 dB 4289879331 0 0
31 Locked QAM256 47 693000000 Hz 4.9 dBmV 41.7 dB 4289876014 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
 
Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 17300000 Hz 37.0 dBmV
2 Locked ATDMA 2 23700000 Hz 37.8 dBmV
3 Locked ATDMA 3 30300000 Hz 37.8 dBmV
4 Locked ATDMA 4 36700000 Hz 37.5 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

 

Scheduled a technician visit. The first available appointment was on 04/09. I guess I'll have to wait till then.