06-18-2012 03:09 PM
We have been having intermittent packet loss problems for the last 2 weeks. It started on 6/2/12 after 2 pm and it seems like no one can figure out how to fix it. We've had 3 different techs out here and the first 2 didn't seem to understand the issue at all, ran a few tests, changed the cables, changed the modem, tested it with the router, without the router, tested wireless, and couldn't fix it. The 3rd one semi understood it and then said it was a server side issue and left. It still isn't fixed.
I've run the tracert test and the packet losses are consistantly occuring in the 2nd hop to address 188.8.131.52. I even took screenshots of all the tests I've run since the 2nd tech said his supervisor would call me in 2 days to get the information to pass on to the maint. people... never got a call, tried to call them, and found out his supervisor's on vacation and he lied to me about getting the information to the maint. crew.
I've run the speed tests and the speed says it's good but during the speed test it constantly dips during the testing, but the tech seemed like he was only concerned with is the final number and not the fact that it goes up and down before it gets to that final number. It really doesn't matter what that number is. My problem is the up and down of the numbers since it's not sending data consistently. Although there was one time where it was so bad that it said my download stream is only 8.
I went to the 192.168.100.1 website and got all these in the logs, don't know if these are necessary.
Time Priority Code MessageJun 18 2012 09:27:48 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:25:f1:73:7d:58;CMTS-MAC=00:01:5
nstream Bonding Channel
Is there anyone out there that can help me get this resolved? I know it's not my computers because I've switched to using a different internet provider temporarily unless Comcast can't fix this then I will probably switch permanently, even though the other provider has slower download/upload speeds, it's sending more consistently so it doesn't have the same problems as with my Comcast internet where it keeps going up and down.
Can anyone help fix this? Or direct it to someone that knows what they're doing and can help me get my issue resolved??
Solved! Go to Solution.
06-20-2012 04:05 PM
Try using this Line Quality test:
I had tried a basic speed test and of course it shows good speeds because the purpose of a speed test is to determine your peak or average speed. But when you are trying to watch youtube videos, download large files, or (especially) play online games, intermittent issues can be a huge problem. This longer duration test will highlight a more intermittent problem that may simply not occur during the few seconds that the speed test would run.
The first time I ran this test it showed a whopping 55% packet loss over 10 seconds, it must have just been lucky enough to hit the problem right then, but this shows how any kind of interactive connection will suffer horribly when you have a packet loss issue.
06-21-2012 01:01 PM
Thanks! I finally had a really amazing tech come out and he was able to get maintenance to fix it. Apparently there was an ATT UVerse cable plugged into the node that was causing noise and when they removed it, it fixed it.
09-08-2013 08:47 PM
hey i will have my 3rd tech come out wednesday and well anypointers on how to get him to look into the nod. last two tech ive had only thing they do is plug in the coax cable into their signal testing thing. they check the splitter power cycle router and they just tell me everything is fine. ive asked my last tech to maybe he should check the line straight from the pole and he seemed hesitant to do it gave a story on how the problem couldnt be there
09-08-2013 10:52 PM
Congrats on getting it addressed. I'm back to having problems again after over a year of being clean, which was after 4 months of absolute horrible service. Just the same old intermittent speeds and latency. Can't play games at all, can't stream or skype reliably.
I'm not sure what to do or where to turn to at this point. I'm sick of spending the time troubleshooting it - spent dozens of hours over those 4 months trying to provide info to them - had a great tech who handed off the case and then magically it was better, but no one ever contacted me again to find out if it was good, to tell me what they fixed (even if they gave me some BS it would have been nice to know).
Anyway, I'm an extremely frustrated Comcast customer and I will never, ever live somewhere without service options again.
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