bhilgert's profile

Frequent Visitor

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8 Messages

Fri, Nov 13, 2020 10:00 PM

Best Way to Escalate Specific Xfinity Network/server Issue?

Living in Washington state and playing online games with servers located in California, I often have issues with xfinity servers dropping packets on the way to my destination. Having restarted my modem and router multiple times I can confirm that this isn't a localized issue for me personally.

 

Today for instance I'm getting 2% packet loss on my local'ish xfinity network at: 96.120.103.141

and almost 19% packet loss at an xfinity network node at:

be-1412-cr12.sunnyvale.ca.ibone.comcast.net

 

What is the best way to escalate the issues with these servers/nodes to xfinity/comcast? Call and ask for tier 3 support? What number would get me the best/fastest results?

Responses

Frequent Visitor

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8 Messages

7 m ago

Same issue tonight with 96.120.103.141

At 10% packet loss on that IP which is a comcast server/node in my area.

 

Attempting to escalate through the "chat feature" with support, we'll see how that goes.

BruceW

Gold Problem Solver

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22.4K Messages

7 m ago

Please post the complete trace to the game server.

Frequent Visitor

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8 Messages

5 m ago

Same issue tonight. Multiple restarts of the modem and router. Had the same issue most of the day making work extra difficult.

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 121 | 121 | 0 | 0 | 9 | 0 |
| 96.120.103.141 - 7 | 97 | 91 | 8 | 11 | 20 | 12 |
| 24.153.80.241 - 7 | 97 | 91 | 8 | 11 | 20 | 15 |
|po-2-rur202.everett.wa.seattle.comcast.net - 7 | 97 | 91 | 8 | 11 | 20 | 12 |
|be-229-ar01.seattle.wa.seattle.comcast.net - 7 | 97 | 91 | 9 | 12 | 29 | 14 |
|be-33650-cr01.seattle.wa.ibone.comcast.net - 7 | 97 | 91 | 9 | 13 | 21 | 12 |
|be-2311-pe11.seattle.wa.ibone.comcast.net - 7 | 97 | 91 | 9 | 12 | 20 | 11 |
| 50.242.149.178 - 7 | 97 | 91 | 10 | 16 | 70 | 12 |
| ae1-br01-eqse2.as57976.net - 9 | 89 | 81 | 40 | 46 | 101 | 41 |
| xe-0-0-0-1-br01-eqsv5.as57976.net - 13 | 81 | 71 | 40 | 44 | 96 | 41 |
| et-0-0-29-br02-eqsv5.as57976.net - 9 | 89 | 81 | 39 | 47 | 130 | 42 |
| xe-0-0-1-1-br02-eqla1.as57976.net - 10 | 80 | 72 | 39 | 440 | 2362 | 45 |
| et-0-0-29-br01-eqla1.as57976.net - 9 | 89 | 81 | 52 | 236 | 1131 | 251 |
| No response from host - 100 | 25 | 0 | 0 | 0 | 0 | 0 |
| et-0-0-0-pe03-swlv10.as57976.net - 8 | 93 | 86 | 39 | 44 | 97 | 42 |
| 137.221.105.2 - 9 | 89 | 81 | 39 | 43 | 51 | 41 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Frequent Visitor

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8 Messages

5 m ago

Here's another one, a different CA server, you can see, the local xfinity node is dropping packets.

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 60 | 60 | 0 | 0 | 8 | 0 |
| 96.120.103.141 - 10 | 43 | 39 | 8 | 11 | 16 | 9 |
| 24.153.80.241 - 10 | 43 | 39 | 8 | 11 | 16 | 13 |
|po-2-rur202.everett.wa.seattle.comcast.net - 10 | 43 | 39 | 8 | 11 | 16 | 9 |
|be-229-ar01.seattle.wa.seattle.comcast.net - 10 | 43 | 39 | 8 | 12 | 28 | 13 |
|be-33650-cr01.seattle.wa.ibone.comcast.net - 10 | 43 | 39 | 9 | 14 | 22 | 12 |
|be-301-cr13.sunnyvale.ca.ibone.comcast.net - 10 | 43 | 39 | 27 | 29 | 34 | 29 |
|be-1313-cs03.sunnyvale.ca.ibone.comcast.net - 10 | 43 | 39 | 27 | 31 | 60 | 33 |
|be-1312-cr12.sunnyvale.ca.ibone.comcast.net - 10 | 43 | 39 | 27 | 30 | 37 | 33 |
|be-303-cr01.9greatoaks.ca.ibone.comcast.net - 10 | 43 | 39 | 28 | 31 | 43 | 34 |
|be-2311-pe11.9greatoaks.ca.ibone.comcast.net - 25 | 28 | 21 | 28 | 30 | 37 | 30 |
|96-87-9-94-static.hfc.comcastbusiness.net - 10 | 43 | 39 | 28 | 31 | 39 | 32 |
| se-sjc1-l14-r2.servers.com - 10 | 43 | 39 | 28 | 31 | 47 | 29 |
| 173.237.42.28 - 10 | 43 | 39 | 27 | 30 | 35 | 28 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

BruceW

Gold Problem Solver

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22.4K Messages

5 m ago


@bhilgert wrote: ... Same issue tonight. ...

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway:

  • model number
  • downstream power levels and SNR
  • upstream power levels
  • event log

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

 

Frequent Visitor

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8 Messages

5 m ago

From an ethernet cable. Calling the advised number results in 2-3 hrs of wasted time and restarts of my modem. Last time this happened, it ended up being a bad boot file on my modem pushed by comcast. It appears that this happens every few weeks on Saturday nights. Must be their maintenance time.

 

I was hoping for a more direct support option as based on the packet loss, this is most definitely a problem with the service comcast/xfinity provides.

Frequent Visitor

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8 Messages

5 m ago

Happening again tonight, 8% packet loss at the same ip.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 300 | 300 | 0 | 0 | 1 | 0 |
| 96.120.103.141 - 7 | 233 | 217 | 0 | 10 | 18 | 10 |
| 24.153.80.241 - 8 | 229 | 212 | 0 | 10 | 22 | 12 |
|po-2-rur202.everett.wa.seattle.comcast.net - 7 | 233 | 217 | 0 | 11 | 17 | 10 |
|be-229-ar01.seattle.wa.seattle.comcast.net - 8 | 229 | 212 | 0 | 14 | 49 | 11 |
|be-33650-cr01.seattle.wa.ibone.comcast.net - 8 | 225 | 207 | 0 | 13 | 34 | 12 |
|be-2311-pe11.seattle.wa.ibone.comcast.net - 8 | 229 | 212 | 0 | 11 | 24 | 11 |
| 50.242.149.178 - 8 | 229 | 212 | 0 | 16 | 98 | 11 |
| ae1-br01-eqse2.as57976.net - 10 | 217 | 197 | 0 | 46 | 154 | 42 |
| xe-0-0-0-1-br01-eqsv5.as57976.net - 10 | 217 | 197 | 0 | 45 | 145 | 40 |
| et-0-0-29-br02-eqsv5.as57976.net - 10 | 217 | 197 | 0 | 45 | 154 | 40 |
| xe-0-0-1-1-br02-eqla1.as57976.net - 14 | 194 | 168 | 0 | 55 | 267 | 42 |
| et-0-0-29-br01-eqla1.as57976.net - 15 | 187 | 159 | 0 | 204 | 1016 | 272 |
| No response from host - 100 | 60 | 0 | 0 | 0 | 0 | 0 |
| et-0-0-0-pe03-swlv10.as57976.net - 12 | 205 | 182 | 0 | 44 | 108 | 40 |
| 137.221.105.2 - 10 | 217 | 197 | 0 | 41 | 49 | 41 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

Guess I have to open another ticket.

BruceW

Gold Problem Solver

 • 

22.4K Messages

5 m ago


@bhilgert wrote: ... Guess I have to open another ticket.

Or you could post the info previously requested, and perhaps we can help you out.

 

Frequent Visitor

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8 Messages

5 m ago

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 1870 | 1870 | 0 | 0 | 12 | 0 |
| 96.120.103.141 - 9 | 1412 | 1297 | 7 | 10 | 25 | 10 |
| 24.153.80.241 - 9 | 1412 | 1297 | 7 | 10 | 30 | 10 |
|po-2-rur202.everett.wa.seattle.comcast.net - 9 | 1412 | 1297 | 7 | 10 | 30 | 10 |
|be-229-ar01.seattle.wa.seattle.comcast.net - 9 | 1408 | 1292 | 6 | 13 | 61 | 11 |
|be-33650-cr01.seattle.wa.ibone.comcast.net - 9 | 1408 | 1292 | 9 | 12 | 29 | 12 |
|be-10846-pe01.seattle.wa.ibone.comcast.net - 9 | 1412 | 1297 | 8 | 11 | 24 | 11 |
| 96.87.8.166 - 10 | 1376 | 1252 | 9 | 25 | 115 | 15 |
| 172.65.195.220 - 9 | 1412 | 1297 | 8 | 11 | 25 | 11 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Frequent Visitor

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8 Messages

5 m ago

Let's see...

 

NETGEAR NIGHTHAWK RAX80

1 Gigabit service plan

 

Again, hard wired into the router,  not using the wifi.

 

Packet loss is happening as soon as I hit xfinity node: 96.120.103.141

 

System Up Time 01:40:16

PortStatusTxPktsRxPktsCollisionsTx B/sRx B/sUp Time
WAN 1000M/Full657294143621202243232891901:33:47
LAN1 1000M/Full14169984130018796240400:41:14
LAN21000M/Full739376303441101:37:26
LAN3Link Down------------
LAN4Link Down------------
LAN5100M/Full8870170403702101:37:29
2.4G WLAN b/g/n/ax1200M118843954006102734061918101:39:36
5G WLAN a/n/ac/ax4800M7996560359001:39:36
BruceW

Gold Problem Solver

 • 

22.4K Messages

5 m ago


@bhilgert wrote: ... NETGEAR NIGHTHAWK RAX80 ...

The RAX80 is a router. We're looking for information from your modem or gateway:

  • model number
  • downstream power levels and SNR
  • upstream power levels
  • event log

 

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