Basic Internet Connectivity And Modem Help

[grizmul]

Hi.  Another post regarding bad pings and intermittent packet loss. Noticed this playing Diablo 3, hardcore, that the game would just pause for a sec or two. I finally decided to check using traceroute and ping. Any help would be appreciated.  I live in alexandria, va.

Here is an example of the ping I get to the trouble spot which is the second hop, first is my router:

Reply from 68.34.79.1: bytes=32 time=11ms TTL=254

Reply from 68.34.79.1: bytes=32 time=12ms TTL=254

 Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

 Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=8ms TTL=254

Request timed out.

Reply from 68.34.79.1: bytes=32 time=70ms TTL=254

Reply from 68.34.79.1: bytes=32 time=26ms TTL=254

Reply from 68.34.79.1: bytes=32 time=18ms TTL=254

Reply from 68.34.79.1: bytes=32 time=20ms TTL=254

Reply from 68.34.79.1: bytes=32 time=25ms TTL=254

Reply from 68.34.79.1: bytes=32 time=17ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

 Reply from 68.34.79.1: bytes=32 time=2152ms TTL=254

Reply from 68.34.79.1: bytes=32 time=10ms TTL=254

Reply from 68.34.79.1: bytes=32 time=13ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=2977ms TTL=254

Reply from 68.34.79.1: bytes=32 time=10ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=8ms TTL=254

Reply from 68.34.79.1: bytes=32 time=25ms TTL=254

Reply from 68.34.79.1: bytes=32 time=34ms TTL=254

Reply from 68.34.79.1: bytes=32 time=8ms TTL=254

Reply from 68.34.79.1: bytes=32 time=25ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=738ms TTL=254

Reply from 68.34.79.1: bytes=32 time=26ms TTL=254

That IP address is my first hop and to a comcast IP:  c-68-34-79-1.hsd1.dc.comcast.net [68.34.79.1]  

The dropped packet and pings of 800ms cause the significant spikes I see in game.  here is the tracerout to D3 servers:

   1    <1 ms    <1 ms    <1 ms  TIME-CAPSULE [192.168.1.1]  

2    31 ms    29 ms    10 ms  c-68-34-79-1.hsd1.dc.comcast.net [68.34.79.1]  

3    25 ms     9 ms    47 ms  68.85.147.85  

4    38 ms    79 ms    10 ms  ae-21-0-ar04.capitolhghts.md.bad.comcast.net [6 .85.114.25]  

 5    11 ms    11 ms    11 ms  pos-5-6-0-0-cr01.ashburn.va.ibone.comcast.net [ 8.86.91.13]  

6    12 ms    11 ms    27 ms  pos-0-5-0-0-pe01.ashburn.va.ibone.comcast.net [ 8.86.87.14]  

7    27 ms    11 ms    11 ms  192.205.37.41  

8    91 ms    99 ms    88 ms  cr2.wswdc.ip.att.net [12.122.134.186]  

9    86 ms   116 ms   105 ms  cr1.cgcil.ip.att.net [12.122.18.21]  

10    94 ms   126 ms    95 ms  cr2.dvmco.ip.att.net [12.122.31.85]  

11   112 ms    82 ms    87 ms  cr1.slkut.ip.att.net [12.122.30.25]  

12    83 ms    82 ms   124 ms  cr2.la2ca.ip.att.net [12.122.30.30]  

13    90 ms    93 ms    80 ms  gar29.la2ca.ip.att.net [12.122.129.241]  

14    96 ms    96 ms    79 ms  12-122-254-238.attens.net [12.122.254.238]  

15    81 ms   103 ms   100 ms  mdf001c7613r0003-gig-12-1.lax1.attens.net [12.1

My modem info:SB6120

---

Channel ID 3  2  4  6  Frequency 657000000 Hz 651000000 Hz 663000000 Hz 675000000 Hz

Signal to Noise Ratio 37 dB 37 dB 36 dB 37 dB

Downstream Modulation QAM256 QAM256 QAM256 QAM256

Please Reload/Refresh this Page for a new reading 0 dBmV  0 dBmV  -1 dBmV  0 dBmV 

 Channel ID 11  9  10 

Frequency 36000000 Hz 29600000 Hz 24800000 Hz

Ranging Service ID 7126 7126 7126

Symbol Rate 5.120 Msym/sec 5.120 Msym/sec 2.560 Msym/s

Power Level 49 dBmV 50 dBmV 49 dBmV

Upstream Modulation [3] QPSK [3] 64QAM [3] QPSK [3] 64QAM [3] QPSK [2] 16QAM

Ranging Status Success Success Success

 Channel ID 3  2  4  6  Total

Unerrored Codewords 3325361531 3325361884 3325362062 3325362063

Total Correctable Codewords 87 0 1 0

Total Uncorrectable Codewords 1554 1376 1319 1441

error logs:

Jul 13 2012 16:24:17 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2c:a7:05;CMTS-MAC=00:01:5c:24:46:88;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:12 6-Notice   Cable Modem Reboot due to power reset ;CM-MAC=00:22:10:2c:a7:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Jul 12 2012 18:54:52 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2c:a7:05;CMTS-MAC=00:01:5c:24:46:88;CM-QOS=1.1;CM-VER=3.0;

 Jan 01 1970 00:00:12 6-Notice   Cable Modem Reboot due to power reset ;CM-MAC=00:22:10:2c:a7:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

 Jul 12 2012 16:20:05 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2c:a7:05;CMTS-MAC=00:01:5c:24:46:88;CM-QOS=1.1;CM-VER=3.0;

Jul 05 2012 01:18:47 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:22:10:2c:a7:05;CMTS-MAC=00:01:5c:24:46:88;CM-QOS=1.1;CM-VER=3.0;

Jul 02 2012 08:33:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2c:a7:05;CMTS-MAC=00:01:5c:24:46:88;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:12 6-Notice   Cable Modem Reboot due to power reset ;CM-MAC=00:22:10:2c:a7:05;CMTS

[grizmul]

I am wired and the problem is definitely on Comcast or my modem. I've ordered a new modem to eliminate that from the equation.Try a ping like what I did below. That is an example of my issue.

Here is an example of the ping I get to the trouble spot which is the second hop, first is my router:

Reply from 68.34.79.1: bytes=32 time=11ms TTL=254

Reply from 68.34.79.1: bytes=32 time=12ms TTL=254

 Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

 Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=8ms TTL=254

Request timed out.

Reply from 68.34.79.1: bytes=32 time=70ms TTL=254

Reply from 68.34.79.1: bytes=32 time=26ms TTL=254

Reply from 68.34.79.1: bytes=32 time=18ms TTL=254

Reply from 68.34.79.1: bytes=32 time=20ms TTL=254

Reply from 68.34.79.1: bytes=32 time=25ms TTL=254

Reply from 68.34.79.1: bytes=32 time=17ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

 Reply from 68.34.79.1: bytes=32 time=2152ms TTL=254

Reply from 68.34.79.1: bytes=32 time=10ms TTL=254

Reply from 68.34.79.1: bytes=32 time=13ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=2977ms TTL=254

Reply from 68.34.79.1: bytes=32 time=10ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=8ms TTL=254

Reply from 68.34.79.1: bytes=32 time=25ms TTL=254

Reply from 68.34.79.1: bytes=32 time=34ms TTL=254

Reply from 68.34.79.1: bytes=32 time=8ms TTL=254

Reply from 68.34.79.1: bytes=32 time=25ms TTL=254

Reply from 68.34.79.1: bytes=32 time=9ms TTL=254

Reply from 68.34.79.1: bytes=32 time=738ms TTL=254

Reply from 68.34.79.1: bytes=32 time=26ms TTL=254

That IP address is my first hop and to a comcast IP:  c-68-34-79-1.hsd1.dc.comcast.net [68.34.79.1]  

The dropped packet and pings of 800ms cause the significant spikes I see in game.  here is the tracerout to D3 servers:

   1    <1 ms    <1 ms    <1 ms  TIME-CAPSULE [192.168.1.1]  

2    31 ms    29 ms    10 ms  c-68-34-79-1.hsd1.dc.comcast.net [68.34.79.1]  

3    25 ms     9 ms    47 ms  68.85.147.85  

4    38 ms    79 ms    10 ms  ae-21-0-ar04.capitolhghts.md.bad.comcast.net [6 .85.114.25]  

 5    11 ms    11 ms    11 ms  pos-5-6-0-0-cr01.ashburn.va.ibone.comcast.net [ 8.86.91.13]  

6    12 ms    11 ms    27 ms  pos-0-5-0-0-pe01.ashburn.va.ibone.comcast.net [ 8.86.87.14]  

7    27 ms    11 ms    11 ms  192.205.37.41  

8    91 ms    99 ms    88 ms  cr2.wswdc.ip.att.net [12.122.134.186]  

9    86 ms   116 ms   105 ms  cr1.cgcil.ip.att.net [12.122.18.21]  

10    94 ms   126 ms    95 ms  cr2.dvmco.ip.att.net [12.122.31.85]  

11   112 ms    82 ms    87 ms  cr1.slkut.ip.att.net [12.122.30.25]  

12    83 ms    82 ms   124 ms  cr2.la2ca.ip.att.net [12.122.30.30]  

13    90 ms    93 ms    80 ms  gar29.la2ca.ip.att.net [12.122.129.241]  

14    96 ms    96 ms    79 ms  12-122-254-238.attens.net [12.122.254.238]  

15    81 ms   103 ms   100 ms  mdf001c7613r0003-gig-12-1.lax1.attens.net [12.1

[grizmul]

Noticed today that all was good in the morning untill maybe noonish. Could this be caused to heat outside or other users ?

[grizmul]

Disconnected the one T that goes to the tv and modem. So the line goes straight to the modem.  Same problems.  Called Comcast and they said they won't elevate the issue.  An intermittent 2000-5000 ms ping time with some time outs  isn't going to work for me but  Ordered two cable modems to try and fix this issue as I am willing to help as much as I can.

I've tried everything I can think of.

1. Connected my non gaming laptop directly to the modem (same issue)
2. Rebooted all modems/routers
3. disconnected the T splitter and connected the modem directly to the wall.
4. Ordered 2 new modems Zoom and sb6151 (haven't tried this yet..last straw attempt)

[grizmul]

[Toanorola]

Good to see Im not the only one. And good to see comcast playing their usual blame everyone else for their problems. I was warned by a friend, enjoy comcast WHILE it works. Tons of service interrupts. Well the speed is great when working, but thats not as often as youd like. First year of having comcast I would get flat out service interupts. Have to reset modem yada yada. I have no modem/router equip from comcast. Sure enough they blame the modem. I get a new one real nice 300$ modem router combo. Its like they attempt to blame not buying their modem is why its not working. Same issues reoccurring. I call about 2x a month for this issue. All only since switching to comcast.

After a Year and a half or so of same issues (no compensation) just a bunch of rehearsed BS apologies I have a technician come out (without being told im charged for the visit) he replaces one old cable and goes on his way. Service interuppt 20 min after hes gone. I deal with it due to the fact its fixable with patience but as a customer not being taken care of after such an outgoing issue....yikes.

Anywho, new issue has came up that sounds 100% like the posts issue. Playing D3 is when i noticed bad lag. Like I said, when comcast works its phenomenial so i was curious and checked speeds. My download was consistently at its normal spot, 35+ mbs. awesome! but my upload is down from normal 5-6, now only getting 1-3. Realistically youd think those speeds would still be good enough not to effect online gaming, but it does.

This has been going on for about 3 weeks now. This saturday it happen but only for about 20 min, other times have rendered gaming useless that night. Im sure like other posters, gaming is a main reason I have internet, and when its not working 100% we get frustrated. Bill is paid on time and I bet its cashed ASAP, why not take that same approach to helping customers get what theyre paying for? Please help us resolve this issue. I hate coming home from work and i cant use the service in the small window of free time i have.

I started keeping track of service interuupts ect since beginning of Aug.

2x first week

7x in 2nd week

7x in 3rd week of aug

9/10 one time

9/16 is when the lag/upload issue surfaced 4x since that date of signifcant issues

And again, not a bit of compensation or anything for 20 service interupptionsin a month and a half. Doesnt even count the ones I missed at work. Someone should remind me why Im with comcast?

PS: my computer doesnt suck, my ethernets plugged in... i dont have soccer mom tech skills. process of elimination continues to point the finger at comcast

[Toanorola]

Target Name: N/A
         IP: 12.129.209.68
  Date/Time: 9/25/2012 9:53:23 PM to 9/25/2012 10:32:22 PM

Hop Sent Err   PL% Min  Max Avg  Host Name / [IP]
 1   123   3   2.4   9 1211  56  c-67-162-110-1.hsd1.il.comcast.net [67.162.110.1]
 2   123   3   2.4   8 1170  58  te-1-3-ur04.algonquin.il.chicago.comcast.net [68.87.208.129]
 3   123   1   0.8  12 1294  80  te-0-3-0-2-ar01.area4.il.chicago.comcast.net [68.86.189.229]
 4   123   2   1.6  11 1256  80  pos-3-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.91.233]
 5   123   4   3.3  11 1215  76  pos-1-4-0-0-pe01.350ecermak.il.ibone.comcast.net [68.86.86.162]
 6   123   1   0.8  12 1565 113  [192.205.37.21]
 7   123   1   0.8  71 1586 174  cr1.cgcil.ip.att.net [12.122.133.106]
 8   123   3   2.4  72 1590 174  cr2.dvmco.ip.att.net [12.122.31.85]
 9   123   1   0.8  71 1507 163  cr1.slkut.ip.att.net [12.122.30.25]
10   123   1   0.8  72 1466 171  cr2.la2ca.ip.att.net [12.122.30.30]
11   123   2   1.6  70 1423 182  gar29.la2ca.ip.att.net [12.122.129.241]
12    65   0   0.0  70 1383 134  12-122-254-238.attens.net [12.122.254.238]
13   123   2   1.6  71 1426 167  mdf001c7613r0003-gig-12-1.lax1.attens.net [12.129.193.254]

[Toanorola]

So Ive done more diggin, forums, tech support and a bunch of tinkering with hardware on my end. My modem is a Motorola SB6120. Searching packet loss sb6120 I found some what you would think promising forums. Now my packet loss has been sporatic so I cant 100% say this works but Im sure you like me are willing to try almost anything.

Let me start with dont bother with Comcast level one assistance. Better off playing the lottery than finding someone you wont talk circles around. If you dont care or can afford, Level 2 assistance said they knew the issue and could fix it remotely accessing my computer...for 130$. Im too stubborn to pay on top of a monthly bill, so not even sure if it was a sales pitch "they could fix it" or theyre aware of this issue and through legal loopholes screwing their customer into  paying for repairing their faulty service. So not sure if thats truely an option.

Found a forum that had to contact corporate to have them escalate looking into nodes that ended up needing to be replaced and solved the issue. Another said he had a technician find a few corroded splitters and some in the junction box. Customer claims since they were replaced packet loss is nonexistent for over a month.

To my solution I think I stumbled upon, because like I said my packet loss has been as short as 20 min to as long as 2 days it could purely be coincedence. Dialing into your modem (no router connected) in the address bar type: 192.168.100.1 you come across a few options. googling and such I figured what most of the info meant and compared numbers. I found a ton of errors in the error log that I could only make out some of the language (very technical, google didnt find error codes). Seeing many complaints since new firmware, so I was seeing if there was a way to roll it back.

Theres an option on one of the tabs, "RESTORE TO DEFAULT" and under that is a reset modem button. So I restored to default and notice a few numbers changed ect. Then I resetted the modem with the button. After power cycling everything at that point, rebooting comp ect, I logged back into modems IP and found much changed in the numbers and in the error log their were fresh errors, followed by what looked like legit non-errors. So I ping tested and speedtested, everything back to normal. Packet loss gone!!!!!

Now I go to work and return home today havent touched the internet since, I come to find packet loss again. So I repeat the procedure I did the night prior. The modem had to be cycled twice before getting a connection back, but just like last night....packet loss gone!

I only write this because it has been so frustrating diagnoising this and dealing with comcast. I actually took the advice of a poster and wrote corporate an email....a long email seeing I was treated like garbage, hung up on 2x and transfered 2x to a bogus department instead of a manager. Folks, write corporate as Im sure youve had EMBARRASSING support on issues. They were quick to respond and very pleasant to deal with. The gentlemen went over everything with me, explained he would have my appointment bumped up, supervisor sent out and a line technician. My appointment is tomorrow morning, so lets see how honest he was, but pledged to call back, yes call back (not email) monday to double check how it went. I also will follow up with how things go, because I plan to have the tech check every dang connector/splitter leading upto and in my house.

I would appreciate previous posters feedback if they try this and it works or if it was dumb luck and/or a short temporary fix. And hope u have a similar modem so you can attempt this as close as possible. Good luck guys! Hope any of this helps and isnt a waste of time.

[Toanorola]

So after having Comcast come out yesterday morning I got good news and bad news.

Good news is, Corporate made sure to send their best out. I got a lvl 4 tech supervisior, line supervisor and eventually a stout maitenence guy. Wish every comcast experience was like this. They all felt genuine concern and were focused to find the issue at all costs.

The tech pulled out a bunch of old splitters ect and replace most with brand new guys. After only mior issues in the house him and the line tech started testing the junction box. About 20 minutes into testing the packet loss hit hard he said, causing their gauges to explode (not literally). But confirming there is a loss of packets coming from their main line. I repeat COMCAST TECHS HAVE ADMITTED THIS IS A PROBLEM ON COMCASTS END. AGAIN, PROBLEM ON COMCASTS END!

The tech was so excited he found it explained the story of it occuring like 4 times. This obviously is a big issue that he found. The bumped the maitenence guy to see me next job. Once he came old I had some talks with him. Said after following the main up and down he said he found a TON of small issues (noise leaking in a few spots) but no huge one issue. Said he corrected all the small guys and my modem/connection was showing no incident at the time of conversation and all should be good.

The maitenence guy felt so bad gave me his number alongwith the line supervisors just in case the problem popped back up. Well to the bad news.

20 minnutes after he left I went back to testing. Packet loss already back. I text him let him know to check my modem numbers (hes watching it at this point just in case). Then 20 minutes later my packet loss is gone. I call it an early night and go to sleep. I wake up of course to more packet loss issues.

What can I do at this point...I try my "reset modem to default" through the ip address again like its worked past 2 tries. it works again!!!! Maybe not coincedence, three times Ive reset to default its been a temporary fix. Now Im Pretty sure its not my hardware as its been working fine since the start and techs accept blame on comcasts end, but why does this reset work if only temporarily. Makes me point some blame on the hardware, may go buy a new one just to test.

This isnt over for me, corporate is calling monday to see how it went and I dont plan on closing the book on this issue. I will continue to update if I feel I come across anymore information that may be useful to posters or a comcast employee

[menlo_rl]

Monitor your modem statistics to see the downstream frequencies being used and the SNR values. An automated script that logs it every 15 minutes or so along with a short ping statistic to the next hop from you modem will be illuminating. Do not reset or do any changes to your modem during this time.

If your prolem is similar to mine, the problem has to do with deteriorating SNR in one or more frequencies. In particular, there have been several reports of such things happening with frequencies 747mhz and higher.

Your DOCSIS 3 modem selects 4 channels everytime it is reset and may choose lower frequencies but at some point if it switches over to higher frequencies and those frequencies have problems, then you may experience problems. This might explain what is happening to you.

Once you document any such thing occurring then working with the Comcast network people becomes easier because it will allow them to not focus on modems, splitters, inside wiring, etc.

The above may or may not help you.