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Severe Packet Loss (had 4 techs out, multiple chats with representatives)

Frequent Visitor

Severe Packet Loss (had 4 techs out, multiple chats with representatives)

Hey guys,

 

So, for about 8months my internet was flawless. We game and stream on twitch at this house. And i have gigabit internet, 1000down 50/60up. And for months it was flawless could stream and game and have zero issues.

But thats changed. For the last 2-3 months, my packet loss has been 10-40% at night. Iv'e had tech come out to check lines and run tests, even replaced my modem twice and i got a router to mess with QoS settings.

Still nothing can be found. Nothing works. The last tech said since they have been called so many times,  next time ill have to pay. And this happened at my last house too. Months it was fine, until it wasnt. I need some help from anybody please.

Expert

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

First, post a traceroute to a site that you are having packet loss to when the problem is occuring.



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Frequent Visitor

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

Alright I will do this first thing tomorrow morning . What do you recommend me using? Ping plotter? If it helps, it’s only currently in fortnite. NA east AMAZON servers. I’ve seen other issues with this, but no tech can seem to get to the bottom of this.
Frequent Visitor

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

It also seems to happen most at nighttime, happened right around the time I swapped to Gigabit internet maybe a month or so after if that helps.
Expert

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

Just use your computer's built in traceroute utility.



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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!
Frequent Visitor

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

Alright, the game is fortnite , and when i stream on twitch (packet loss ON ALL games but fortnite i play the most), while streaming my upload speed will almost drop to 0, then go back up. I tracerouted the US EAST servers, and i will attach resutlts below. These are the servers i would be playing on, im also doing this at 3:00am, 10pm+ is when this happens the most. And i am wired connection, nobody else online.  I even bought a router to mess with QoS settings, and after 4 techs and a router and modem changes, idk what else to do. Internet was fine for 8+ months, this started out of the blue. Im sorry for lengthy messages but im at my witts end. 

 

C:\Users\Brandon>tracert 52.15.247.160

Tracing route to ec2-52-15-247-160.us-east-2.compute.amazonaws.com [52.15.247.160]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 1 ms <1 ms <1 ms 10.0.0.1
3 9 ms 9 ms 8 ms 96.120.8.185
4 9 ms 9 ms 9 ms po-106-rur02.reading.pa.pitt.comcast.net [162.151.166.245]
5 10 ms 10 ms 9 ms be-44-ar01.lancaster.pa.pitt.comcast.net [162.151.220.245]
6 19 ms 17 ms 17 ms be-34-ar01.mckeesport.pa.pitt.comcast.net [69.139.168.141]
7 30 ms 24 ms 24 ms be-7016-cr02.ashburn.va.ibone.comcast.net [68.86.91.25]
8 24 ms 23 ms 23 ms be-10142-pe01.ashburn.va.ibone.comcast.net [68.86.86.34]
9 24 ms 25 ms 23 ms as4323-pe01.11greatoaks.ca.ibone.comcast.net [75.149.229.2]
10 * * * Request timed out.
11 23 ms 22 ms 22 ms 54.239.108.181
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 42 ms 42 ms 36 ms 52.95.1.204
21 34 ms 47 ms 33 ms 52.95.1.221
22 47 ms 38 ms 36 ms 52.95.1.108
23 34 ms 34 ms 34 ms 52.95.1.83
24 34 ms 33 ms 35 ms 52.95.3.126
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

SERVER 2 (not sure which server the game auto connects too so i am attaching both)

C:\Users\Brandon>tracert 52.23.63.224

Tracing route to ec2-52-23-63-224.compute-1.amazonaws.com [52.23.63.224]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 1 ms <1 ms <1 ms 10.0.0.1
3 8 ms 8 ms 8 ms 96.120.8.185
4 8 ms 8 ms 8 ms po-106-rur02.reading.pa.pitt.comcast.net [162.151.166.245]
5 9 ms 9 ms 9 ms be-44-ar01.lancaster.pa.pitt.comcast.net [162.151.220.245]
6 17 ms 17 ms 17 ms be-34-ar01.mckeesport.pa.pitt.comcast.net [69.139.168.141]
7 25 ms 24 ms 25 ms be-7016-cr02.ashburn.va.ibone.comcast.net [68.86.91.25]
8 24 ms 24 ms 24 ms be-1302-cs03.ashburn.va.ibone.comcast.net [96.110.32.177]
9 24 ms 23 ms 23 ms be-2307-pe07.ashburn.va.ibone.comcast.net [96.110.32.194]
10 25 ms 24 ms 23 ms 66.208.233.18
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

 

Expert

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

Well there are no smoking guns there. 

 

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 with a WiFi connection ?



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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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Frequent Visitor

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

here is all the info! also this is a wired connection.

 

Model: CGM4140COM
Vendor: Technicolor
Hardware Revision: 2.2
Serial Number: 152930069042526030
Processor Speed: 1503 MHz
DRAM Total Memory: 1024 MB
DRAM Used Memory: 606 MB
DRAM Available Memory: 418 MB
Flash Total Memory: 8192 MB
Flash Used Memory: 166 MB
Flash Available Memory: 1882 MB

Index 
6
1
2
3
4
5
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
33
Lock Status 
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency 
489 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
690 MHz
617600000
SNR 
41.7 dB
41.7 dB
41.4 dB
41.4 dB
41.6 dB
41.6 dB
41.7 dB
41.8 dB
41.8 dB
41.6 dB
41.7 dB
41.6 dB
41.7 dB
41.7 dB
41.7 dB
41.6 dB
41.7 dB
41.8 dB
41.9 dB
42.0 dB
41.8 dB
42.0 dB
41.9 dB
41.8 dB
41.6 dB
41.7 dB
41.5 dB
41.5 dB
41.4 dB
41.5 dB
41.3 dB
15.9 dB
NA
Power Level 
4.5 dBmV
4.8 dBmV
4.5 dBmV
4.2 dBmV
4.4 dBmV
4.4 dBmV
4.7 dBmV
4.9 dBmV
4.9 dBmV
4.7 dBmV
4.7 dBmV
4.6 dBmV
4.6 dBmV
4.8 dBmV
4.8 dBmV
4.9 dBmV
5.3 dBmV
5.7 dBmV
6.1 dBmV
6.1 dBmV
6.1 dBmV
6.3 dBmV
6.3 dBmV
6.1 dBmV
6.0 dBmV
5.9 dBmV
5.9 dBmV
6.0 dBmV
6.0 dBmV
6.1 dBmV
5.8 dBmV
6.2 dBmV
NA
Modulation 
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM

Upstream
Channel Bonding Value
Index 
1
2
3
4
Lock Status 
Locked
Locked
Locked
Locked
Frequency 
17 MHz
23 MHz
30 MHz
36 MHz
Symbol Rate 
5120
5120
5120
5120
Power Level 
48.5 dBmV
48.3 dBmV
47.8 dBmV
46.5 dBmV
Modulation 
QAM
QAM
QAM
QAM
Channel Type 
ATDMA
ATDMA
ATDMA
ATDMA

Frequent Visitor

Re: Severe Packet Loss (had 4 techs out, multiple chats with representatives)

any help please?