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Unstable service after upgrade

Aasue215
Regular Visitor

Unstable service after upgrade

Greetings,

I recently upgraded to the 600 Mbs service, which was bundled with basic TV and Voice.  Due to the current pandemic climate, I was sent a self-install kit.  Following the self-install, my connectivity has been strangely unstable.  To clarify, I am having difficulty connecting to any website (youtube, gmail, comcast, etc), and it generally takes multiple attempts to get the page to load.  When it does load, it loads quickly, so I don't think it's necessarily a speed issue.  Additionally, I can't stay connected to any online games for more than a few seconds before being disconnected.  Interestingly, the problem is somewhat intermittent and inconsistent.  Sometimes, I can connect to games but websites are still an issue, and other times it's very restrictive. 

Upon talking to comcast through their website, they realized they had sent me the wrong modem model, however even replacing my modem with the correct modem for my speed, the problem still persisted.  They also scheduled a technician to follow up as well.  Curiously, the modem that shouldn't be able to handle the 600 MBs speed was showing at 700 on speedtest, while the correct modem is pulling 250.  I've done numerous modem resets, disabled the xFi security (seen some info about it incorrectly blocking safe websites), restarting my computer, ipconfig /renew, /release, and /flushdns. 

When I contacted comcast the second time, I found out they didn't even schedule the technician appointment, and the only thing the person on the line did was restart my modem (after I had done so multiple times that day). 

I'm unsure what the issue is.  I know that when a service rep was looking at my "incorrect" modem, the status was "gray," which sounds like the comcast servers weren't chatting with my modem properly.  Not sure what to do except wait for the technician to hopefully call, but my internet is nearly unusable if it's not cooperating. 

EG
Expert

Re: Unstable service after upgrade

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

 



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Aasue215
Regular Visitor

Re: Unstable service after upgrade

Hello, thank you for the prompt reply.  I did everything on the troubleshooting list that I hadn't done previously.  Here are some interesting things I found:

My gateway was being shared by someone else, so when i went to 10.0.0.1, I was getting someone else's modem.  I changed my gateway to 10.0.2.1, so hopefully that eradicates any conflicts.

Some of the trace routes I did showed some timeouts.  Here are a few examples:

C:\Users\Aaron>tracert youtube.com

Tracing route to youtube.com [2607:f8b0:4009:80f::200e]
over a maximum of 30 hops:

1 7 ms 7 ms 6 ms 2601:246:d80:48c0:1698:7dff:fe06:101c
2 16 ms 15 ms 14 ms 2001:558:4040:7::1
3 14 ms 15 ms 15 ms 2001:558:322:57::1
4 * * 25 ms te-0-5-0-14-sur02.mishawaka.in.sbend.comcast.net [2001:558:300:401::1]
5 * * * Request timed out.
6 * * * Request timed out.
7 17 ms 17 ms 22 ms 2001:559::542
8 17 ms 24 ms 15 ms 2607:f8b0:8264::1
9 15 ms 15 ms 14 ms 2001:4860:0:1::1f5a
10 16 ms 15 ms 15 ms 2001:4860:0:1::157b
11 15 ms 16 ms 15 ms ord30s26-in-x0e.1e100.net [2607:f8b0:4009:80f::200e]

Trace complete.

 

Tracing route to youtube.com [2607:f8b0:4009:805::200e]
over a maximum of 30 hops:

1 8 ms 6 ms 6 ms 2601:246:d80:48c0:1698:7dff:fe06:101c
2 16 ms 15 ms 15 ms 2001:558:4040:7::1
3 17 ms 16 ms 17 ms 2001:558:322:57::1
4 * * * Request timed out.
5 18 ms 17 ms 24 ms be-32241-cs04.350ecermak.il.ibone.comcast.net [2001:558:3:20f::1]
6 * * * Request timed out.
7 18 ms 17 ms 15 ms 2001:559:0:80::5f2
8 17 ms 17 ms 17 ms 2607:f8b0:8230::1
9 16 ms * * 2001:4860:0:1::86
10 19 ms * * 2001:4860:0:1::1bf
11 17 ms 17 ms 17 ms ord37s18-in-x0e.1e100.net [2607:f8b0:4009:805::200e]

Trace complete.

 

C:\Users\Aaron>tracert gmail.com

Tracing route to gmail.com [2607:f8b0:4009:812::2005]
over a maximum of 30 hops:

1 7 ms 6 ms 7 ms 2601:246:d80:48c0:1698:7dff:fe06:101c

2 16 ms 17 ms 15 ms 2001:558:4040:7::1
3 13 ms 14 ms 14 ms 2001:558:322:57::1
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 19 ms 17 ms 16 ms 2001:559:0:80::20e
8 16 ms 15 ms 16 ms 2607:f8b0:8275::1
9 20 ms 16 ms 16 ms 2001:4860:0:100d::e
10 15 ms * * 2001:4860:0:100d::5
11 18 ms 27 ms 25 ms 2001:4860::c:4000:d2a0
12 36 ms 24 ms 16 ms 2001:4860::9:4001:141c
13 24 ms 16 ms 17 ms 2001:4860:0:1010::1
14 15 ms 16 ms 16 ms 2001:4860:0:1::1d6f
15 15 ms 16 ms 13 ms ord37s03-in-x05.1e100.net [2607:f8b0:4009:812::2005]

 

Not sure if that is normal, I tried a couple of trace routes to comcast.net and didn't get any drops.  Hope this is helpful info. 

EG
Expert

Re: Unstable service after upgrade


@Aasue215 wrote:


My gateway was being shared by someone else, so when i went to 10.0.0.1, I was getting someone else's modem.  

 

That's not possible. It a non-internet routed address. It can't accessed outside of one's own LAN.

Some of the trace routes I did showed some timeouts.  Here are a few examples:

C:\Users\Aaron>tracert youtube.com

Tracing route to youtube.com [2607:f8b0:4009:80f::200e]
over a maximum of 30 hops:

1 7 ms 7 ms 6 ms 2601:246:d80:48c0:1698:7dff:fe06:101c
2 16 ms 15 ms 14 ms 2001:558:4040:7::1
3 14 ms 15 ms 15 ms 2001:558:322:57::1
4 * * 25 ms te-0-5-0-14-sur02.mishawaka.in.sbend.comcast.net [2001:558:300:401::1]
5 * * * Request timed out.
6 * * * Request timed out.
7 17 ms 17 ms 22 ms 2001:559::542
8 17 ms 24 ms 15 ms 2607:f8b0:8264::1
9 15 ms 15 ms 14 ms 2001:4860:0:1::1f5a
10 16 ms 15 ms 15 ms 2001:4860:0:1::157b
11 15 ms 16 ms 15 ms ord30s26-in-x0e.1e100.net [2607:f8b0:4009:80f::200e]

Trace complete.

 

Tracing route to youtube.com [2607:f8b0:4009:805::200e]
over a maximum of 30 hops:

1 8 ms 6 ms 6 ms 2601:246:d80:48c0:1698:7dff:fe06:101c
2 16 ms 15 ms 15 ms 2001:558:4040:7::1
3 17 ms 16 ms 17 ms 2001:558:322:57::1
4 * * * Request timed out.
5 18 ms 17 ms 24 ms be-32241-cs04.350ecermak.il.ibone.comcast.net [2001:558:3:20f::1]
6 * * * Request timed out.
7 18 ms 17 ms 15 ms 2001:559:0:80::5f2
8 17 ms 17 ms 17 ms 2607:f8b0:8230::1
9 16 ms * * 2001:4860:0:1::86
10 19 ms * * 2001:4860:0:1::1bf
11 17 ms 17 ms 17 ms ord37s18-in-x0e.1e100.net [2607:f8b0:4009:805::200e]

Trace complete.

 

C:\Users\Aaron>tracert gmail.com

Tracing route to gmail.com [2607:f8b0:4009:812::2005]
over a maximum of 30 hops:

1 7 ms 6 ms 7 ms 2601:246:d80:48c0:1698:7dff:fe06:101c

2 16 ms 17 ms 15 ms 2001:558:4040:7::1
3 13 ms 14 ms 14 ms 2001:558:322:57::1
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 19 ms 17 ms 16 ms 2001:559:0:80::20e
8 16 ms 15 ms 16 ms 2607:f8b0:8275::1
9 20 ms 16 ms 16 ms 2001:4860:0:100d::e
10 15 ms * * 2001:4860:0:100d::5
11 18 ms 27 ms 25 ms 2001:4860::c:4000:d2a0
12 36 ms 24 ms 16 ms 2001:4860::9:4001:141c
13 24 ms 16 ms 17 ms 2001:4860:0:1010::1
14 15 ms 16 ms 16 ms 2001:4860:0:1::1d6f
15 15 ms 16 ms 13 ms ord37s03-in-x05.1e100.net [2607:f8b0:4009:812::2005]

 

Not sure if that is normal, I tried a couple of trace routes to comcast.net and didn't get any drops.  Hope this is helpful info. 


The intermediate timeouts are normal. The traces complete to their destination with normal latency. They are just routers that are deliberately configured not to return IMCP packet-based ping requests. Tracing to Comcast.net is basically useless as the internet / your service doesn't come from there. It's just like any other site on the open internet.



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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!
Aasue215
Regular Visitor

Re: Unstable service after upgrade

To respond to your second point first, I figured that was the case. 

To the first point, I'm not sure if there is some wiring upstream of my computer, but my ipconfig /renew always picks someone else's modem.  If I type in 10.0.0.1, it tells me the SSID of someone else's WiFi, and very rarely I would get mine, so I ended up changing my default gateway to 10.0.1.1.  My computer can no longer connect to that modem by typing in 10.0.1.1, despite being directly connected via ethernet.  However, I can connect to my modem using my phone on my wireless network, and I can change my gateway through the xFi app.  I'm hesistant to force my computer into a static IP if I can't connect to my modem via a browser.  I've had an issue like this ages ago where there is some weird conflicting IP assignments.