Basic Internet Connectivity And Modem Help

[MonroeArea]

We have had intermittent Internet access and extremely high Ping, Jitter & Packet Loss since 6/28/2012. Comcast Support, where are you? On Thursday you recognized the issue and have since then deemed the issue solved, but; We still have the same issues. Our business has come to a screeching halt since then.

Look at this: http://www.pingtest.net/result/65623044.png (That's a GOOD example!!)

Anyone else in the Monroe, NJ area experiencing issues -- What are they telling you?

[Demias]

Mine doesn't seem to be as severe as yours, but just so you know you're not alone in this problem. A lot of others have been having this for over a month (including me) and I haven't gotten a single notice about the issue since it started appearing.

I'm in the TN area.

[DeadOnConnect]

Same issue in philly.  I have had multiple service calls, but to little avail.  Huge spikes and inconsistency in connection.  It seems a little better, but not resolved.  Please call them, maybe if enough of us call, they will finally realize it is not a customer side issue.

[i-am-nerdburg]

Powercycle your equipment if you haven't already. If Comcast says the problem is fixed and you are having a problem days later, you should have a tech out.

[CableFailure]

My internet still isn't working and I am in Maryland. Currently I'm in NC and now i can't VPN into my system. Now I have to wait for my WAN IP DHCP lease to expire and then renew. Who knows how long that will take. Great. I'm on vacation and I can't connect to my work. THanks again comcast for your failed service.

[CableFailure]

Can't power cycle equipment when I'm 250 miles away. Service is supposed to be reliable enough where I shouldn't need to do that.

[kumori]

Same issue, has been happening since the 30th for me (Miami, FL area). Internet will be fine, then all of a sudden in games I get a ~3500 latency jump and then a disconnect.

Less than a minute before I did this test, I got great results and a 15ms reading. Once the internet crapped out yet again and disconnected 30 seconds later, I ran the test again when it came up:

http://stage.results.speedtest.comcast.net/result/150379892.png

Then I went to pingtest and got similar results:

http://www.pingtest.net/result/65690571.png

What is going on? No alerts.

[qwerty9082]

I have ping issues starting from June 29th here in Lawrence, NJ. Internet seems fine when browsing, but when I start playing online games my ping spikes to over 700 every minute. I ran pingtest.net and results show a 1% packet loss at times. I called up customer support and that was no help, they insisted my net was fine based on speedtest of 24mbps down and 4mbps up.

[mitchelljh]

Hello Monroe - neighbor in Cranbury experiencing precipitous performance declines since June 20 -- repeated and frequent connectivity drops, painfully slow speeds. Initial tech visit 6/21 blamed synch failure between TM772 and router (?) but repeated bypass of router proves this is not the case. Scouring posts for clues - thank you Nerdberg -- tracking through your suggestions and evaluating data, with some of the modem power levels and SNR data out of your suggested ranges -- does this indicate modem replacement?

. Another tech visit scheduled July 5 but my expectations are conditioned to be low based on previous experience

[Zerth]

I have been having this internet issue since the end of May.....Everytime I take a test at pingtest.net I notice that I'm having major packet loss issues, I've had days where there isn't any packet loss at all and barely any jitter in the connection and I'll have a 18 ping. That lasts for about 2 days then I go back to a packet loss issue. Its normally anywhere from 1% to 4% but lately today its been going to 9%. I mean this has been going on for a month, and nothing is being done at least by what I can tell, and it seems like Comcast has been leaving me in the dark, I haven't heard anything from comcast saying they are currently trying to fix the issue or what, I've switched modems to ones that are supported by comcast, I've tried ip changes, I even changed TCP configs, powercycle the modems disconnected my router downstairs, and still not one thing has helped at all. I'm not the only one with this issue by what I been reading lately, So whats going on? I talked to my girlfriends dad who works in networking, and hes saying it's highly possible that comcast is having gateway issues with the packet loss. Because I explained its only packet loss thats causing these lag spikes, the internet speed is normaly unchanged during the spikes.

http://www.pingtest.net/result/65718504.png this is my latest test from pingtest.net at 9:50 CST

http://stage.results.speedtest.comcast.net/result/150473512.png Here is my speedtest from comcast at 10:02am CST

[Zerth]

After posting this today, my internet was still suffering from packet loss in the morning, later in the afternoon it seem to not be a huge issue I was able to play a few games online without much lag, about 15 minutes ago, I'm suffering from packet loss again, and constantly dcing from games vent and skype.

http://www.pingtest.net/result/65751905.png test from pingtest.net during the lag spikes, also note the test took 2 minutes to actually finish getting the results

http://www.pingtest.net/result/65752621.png I just took another test and this is what I'm getting. Any idea why all of sudden I'm suffering from major packet loss and jitter ms at random times throughout the day and night.

[kwasko]

Oh, good...others are having this issue as well.  I just postyed a new thread, but I had been told by tech support that my modem was showing power issues; as in there was not a steady flow of AC power to the modem.  I just bought a UPS figuring a steady flow of regulated power would help, but it did not.  Playing Diablo 3 will make me run in palce every 30 seconds and in SMNC I randomly run forward 50 feet (and die).  this just started out of nowhere this past Friday.

Something isn't right.

[kwasko]

ps I generally on speedtest will show overall 25 mb download but sometimes in the test you'll see these random dips down to like 9.  But the test only takes 30 seconds and the issue only happens every 4-5 minutes.

[Jagrabbit]

How many of the people in this thread are using a `Cisco` router which recently updated it's firmware to use the Cisco Connect Cloud?

[PeteC2]

---

Jagrabbit wrote:

How many of the people in this thread are using a `Cisco` router which recently updated it's firmware to use the Cisco Connect Cloud?

---

As a matter of fact,I have the EA 4500 and it is now connected via cloud.  That has absolutely nothing to do with the issues posted in this thread.  This is a connectivity problem to the modem with their internet, either a server or line problem, not router-based .  No need ot confuse the issue.

[Zerth]

So my internet seemed to straighten up yesterday, from pingtest during the packetloss test I only seem to lose 1 packet out of 250 and the whole day the internet was running to the point where I could vent and play games. Then we had a nasty thunderstorm roll into town, and knocked out our power for about an hour, after the power came back on, comcast was having an outage, no internet phone or cable to my house. After about 30 minutes, it came back on, cable is fine, but my internet is beyond slow now, I can barely load any webpages, I've watched my vent ping go from 0 to 15 to over 29000, watched my network graph during this, and its constantly spiking up and down and isn't stable. What the heck is going on.....first packetloss that seem to lighten up, now because of an outage, I can't do anything at all that requires a internet connection? Really what is going on.....

[Zerth]

So lately my internet has been running during the late morning afternoon hours, and stays running without much spikes for a few hours, between 6 and 8pm, my internet becomes spikey and I'm not able to do anything at all, can't browser the web, can't play games online, can't even talk on skype or vent. I've had my cable and internet go out at the same time about 5 times, 3 times last night, 2 times today during this afternoon. My internet is barely useable at the moment as it took me 15 minutes to actually post this because of how slow its running. 

I ran a packet test to see what is going on. And guess what 82% packet loss... here's a link to it http://www.pingtest.net/result/65968947.png

Come on comcast, theres something wrong there are way to many people all over the states having packet loss issuses. What in the world is going on.

[outofalignment]

In Houston texas, constant packet loss. Slow upload/ download speeds for the last week and a half. My tmobile data speed is faster than my comcast download speed of 1.2 down. My upload is faster! at almost 2 mbs. I can't watch netflix or amazon without it going down to horrible quality IF at all. Tech support denies any issues. I am calling ATT tomorrow.

[LEOcab]

Tennessee here. Same problem. Pingtest and Speedtest always give extremely sporadic and seemingly random results.

Sample pingtest.net result: http://www.pingtest.net/result/65965972.png
Sample speedtest.net result: http://www.speedtest.net/result/2051198746.png

I've seen packet loss as high as 37%. lolwut. This isn't the America I was promised. No fiberglass and the only ISP with a decent upload speed in this whole state suddenly breaks with no explanation?

[Zerth]

Well, the days of the internet being useable are gone, worked for 2 days and now its back to slow and sluggish. Still waiting to see if comcast is even going to notice that there are a bunch of threads popping up with this issue or if they are just going to ignore it and take our money.... Guess we'll see.

Most recent packet test from today. http://www.pingtest.net/result/66013455.png It's just horrible....

[Asia35]

Having the same issue here. Was just on chat for an hour with the same old "Let me send a refresh signal to your modem" garbage. After an hour of me running pathpigns to different IP's for the tech, I finaly got an appointment for a tech to come out. 

I'm getting packet loss across hops 2-7 in the comcast network. My ping tests vary wildly from C to F and I've seen packet loss of up to 20%. 

The funny thing? This just started about 5 days ago. Before that, Never had any problems. 

This better be taken care of.

[Sky529]

Same here, I started to have this problem since Wed(June 27th).. This problem does not bother me at web-browsing nor surfing youtube videos.. But it is very noticeable while gaming. Since that day, I have to talk to 5 different representatives in order to get them to sent a tech over to my house. But what? He couldn't do anything about it. This is getting ridiculous, they really need to get this thing solved ASAP..

For a pro-gamer, 2 weeks waiting is patient enough.

I am going to be patient for a little bit more.. But I am not going to wait forever.. 

EDIT: This is how annoying it is.

Pinging www.yahoo.com [98.139.183.24] with 64 bytes of data:

Reply from 98.139.183.24: bytes=64 time=48 TTL=50 seq=1
Reply from 98.139.183.24: bytes=64 time=151 TTL=50 seq=2
Reply from 98.139.183.24: bytes=64 time=216 TTL=52 seq=3
Request timed out.
Reply from 98.139.183.24: bytes=64 time=103 TTL=52 seq=5
Reply from 98.139.183.24: bytes=64 time=70 TTL=52 seq=6
Reply from 98.139.183.24: bytes=64 time=187 TTL=50 seq=7
Reply from 98.139.183.24: bytes=64 time=88 TTL=50 seq=8
Reply from 98.139.183.24: bytes=64 time=172 TTL=52 seq=9
Reply from 98.139.183.24: bytes=64 time=27 TTL=52 seq=10
Reply from 98.139.183.24: bytes=64 time=97 TTL=52 seq=11
Reply from 98.139.183.24: bytes=64 time=41 TTL=50 seq=12
Reply from 98.139.183.24: bytes=64 time=170 TTL=50 seq=13
Reply from 98.139.183.24: bytes=64 time=148 TTL=50 seq=14
Reply from 98.139.183.24: bytes=64 time=60 TTL=52 seq=15
Reply from 98.139.183.24: bytes=64 time=350 TTL=50 seq=16
Reply from 98.139.183.24: bytes=64 time=53 TTL=52 seq=17
Reply from 98.139.183.24: bytes=64 time=34 TTL=50 seq=18
Reply from 98.139.183.24: bytes=64 time=321 TTL=52 seq=19
Reply from 98.139.183.24: bytes=64 time=47 TTL=52 seq=20
Reply from 98.139.183.24: bytes=64 time=373 TTL=50 seq=21
Reply from 98.139.183.24: bytes=64 time=40 TTL=52 seq=22
Reply from 98.139.183.24: bytes=64 time=61 TTL=52 seq=23
Reply from 98.139.183.24: bytes=64 time=198 TTL=52 seq=24
Reply from 98.139.183.24: bytes=64 time=64 TTL=50 seq=25
Reply from 98.139.183.24: bytes=64 time=41 TTL=52 seq=26
Reply from 98.139.183.24: bytes=64 time=77 TTL=52 seq=27
Reply from 98.139.183.24: bytes=64 time=140 TTL=50 seq=28
Reply from 98.139.183.24: bytes=64 time=37 TTL=50 seq=29
Reply from 98.139.183.24: bytes=64 time=103 TTL=52 seq=30
Reply from 98.139.183.24: bytes=64 time=52 TTL=50 seq=31
Reply from 98.139.183.24: bytes=64 time=132 TTL=52 seq=32
Reply from 98.139.183.24: bytes=64 time=160 TTL=50 seq=33
Reply from 98.139.183.24: bytes=64 time=232 TTL=50 seq=34
Reply from 98.139.183.24: bytes=64 time=57 TTL=52 seq=35
Reply from 98.139.183.24: bytes=64 time=37 TTL=50 seq=36
Reply from 98.139.183.24: bytes=64 time=33 TTL=52 seq=37
Reply from 98.139.183.24: bytes=64 time=43 TTL=52 seq=38
Reply from 98.139.183.24: bytes=64 time=50 TTL=50 seq=39
Reply from 98.139.183.24: bytes=64 time=40 TTL=52 seq=40
Reply from 98.139.183.24: bytes=64 time=76 TTL=52 seq=41
Reply from 98.139.183.24: bytes=64 time=36 TTL=50 seq=42
Reply from 98.139.183.24: bytes=64 time=67 TTL=50 seq=43
Reply from 98.139.183.24: bytes=64 time=49 TTL=52 seq=44
Reply from 98.139.183.24: bytes=64 time=68 TTL=50 seq=45
Reply from 98.139.183.24: bytes=64 time=83 TTL=50 seq=46
Reply from 98.139.183.24: bytes=64 time=123 TTL=52 seq=47
Reply from 98.139.183.24: bytes=64 time=132 TTL=50 seq=48
Reply from 98.139.183.24: bytes=64 time=170 TTL=50 seq=49
Reply from 98.139.183.24: bytes=64 time=47 TTL=50 seq=50

Ping statistics for www.yahoo.com
Packets: Sent = 50, Received = 49, Lost = 1 (2% loss),
Approximate round trip times in milliseconds:
Minimum = 27, Maximum = 373, Average = 106

[Zerth]

So I talked to a tech online today, and she ran some test and found out my modem is DOCSIS 2 when my plan calls for me to be on a DOCSIS 3 modem, by what she said this is what has been causing my packet loss and unusuable internet, after talking to her for about an hour, she set up a tech visit to come out and swap modems, and not 100% sure what she did but since speaking to her my internet has been fine and haven't had one issue with it yet. But by what she said is my modem being DOCSIS2 is only capable of handling 12mbps burst, and my plan gives 25 mbps burst I think. I'm just happy to finally have an answer and the internet to be working out a bit, for people still having this issue I'd recommend you talk to a tech online because the forums get you no where. Never got 1 bit of help since posting on here, spoke to a tech and it was explained in an hour. Yay for comcast forums