[SOLVED] Packet loss during gaming, logs included

[exej]

For the past couple of weeks have been having issues with lag spikes in games. I ran a WinMTR to the game server which is showing packet loss starting at the 2nd hop (ISP's first node):

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
Host - %     Sent     Recv     Best     Avrg     Wrst     Last
10.0.0.1 - 0     2202     2202     0     1     53     2
100.93.216.130 - 1     2191     2188     5     12     43     10
po-311-345-rur301.bearcreek.tx.houston.comcast.net - 1     2191     2188     6     13     36     8
96.110.153.238 - 1     2191     2188     5     12     57     9
96.216.148.9 - 1     2190     2187     7     12     159     14
po-2-xar01.bearcreek.tx.houston.comcast.net - 1     2191     2188     7     12     33     14
be-303-arsc1.bearcreek.tx.houston.comcast.net - 1     2191     2188     5     13     296     10
be-35441-cs04.dallas.tx.ibone.comcast.net - 1     2191     2188     13     18     60     20
be-3412-pe12.1950stemmons.tx.ibone.comcast.net - 1     2191     2188     12     18     53     21
66.208.216.198 - 1     2191     2188     10     22     99     21
ae1-br01-eqda6.as57976.net - 1     2191     2188     33     44     148     38
No response from host - 100     444     0     0     0     0     0
et-0-0-0-pe02-eqch2.as57976.net - 1     2191     2188     35     40     90     41
chi-eqch2-ia-bons-02.as57976.net - 1     2191     2188     34     41     95     43
24.105.62.129 - 1     2191     2188     36     42     92     45
________________________________________________     ______     ______     ______     ______     ______     ______

I contacted my ISP and they weren't much help at all since my "signal strength" was perfect, although they did say I could email some logs over if the issues persist.

Pinging my router showed no packet loss, but when I ping the 1st node it just says connection timed out.

I'm sure I will need more than this WinMTR log. Can someone walk me through what kinds of things I should send them? I'm fairly inexperienced with networking although I know how to use ping and tracert in CMD.

Thank you!

 

[NightHawkRMX]

Do other devices on the same network have the same issue?

 

[exej]

Well it's just a phone and an ipad. I don't game on them, but streaming works fine.

 

[bill001g]

This is where you need to call the ISP back and hope you get a better tech.

So first you must simplify things, you already know more than some of the level 1 tech guys. winmtr is not something most these guys have used and it can be confusing to read.
Use a actual ping command with pings running to your router and in this case 100.93.216.130.

What you want to show them is there is no loss to the router but there is loss to their first router.

What you can also try is to remove the router if that is possible and plug your pc directly into the modem. You can then show loss to the first hop which prevents them from trying to blame the router.

You might also want to get into the signal levels on the modem yourself and compare them to the recommended levels. The exact levels you will have to search for it depends on what kind of docsis the ISP is using. You should also see if you are getting uncorrectable errors which is packet loss. You will always see some small number.
There is nothing you can really do about these numbers, maybe check that all the cables in your house are tight and free from dirt and water. Most this stuff only the ISP guy coming to your house with a meter can find.

Not all packet loss though shows up as signal level issues it can be stuff like defective interface boards in the ISP equipment and many other things.

 

[exej]

So first you must simplify things, you already know more than some of the level 1 tech guys. winmtr is not something most these guys have used and it can be confusing to read.
Use a actual ping command with pings running to your router and in this case 100.93.216.130.

I tried running a ping and it's 100% packet loss every time, even when the connection seems fine. I'm pretty sure they disabled pings to the node.

What you can also try is to remove the router if that is possible and plug your pc directly into the modem. You can then show loss to the first hop which prevents them from trying to blame the router.

I apologize, I should have been more clear. There is no router, it's plugged directly into their "gateway" which is the all-in-one modem/router combo piece of equipment that Xfinity provides. There is no packet loss between my PC and this device.

You might also want to get into the signal levels on the modem yourself and compare them to the recommended levels. The exact levels you will have to search for it depends on what kind of docsis the ISP is using. You should also see if you are getting uncorrectable errors which is packet loss. You will always see some small number.

Unfortunately, there is no way for customers to see signal levels with the equipment they provide. However I can check the error logs and such. There are no errors listed.

Looks like I will need to have a tech come take a look even if they charge me for it.

 

[bill001g]

You can use a regular tracert command to get the IP in hop 3. You can ping that if hop 2 will not respond. Not quit as good but the best you can hope for when the ISP rigs things.

Not sure about modems/router combo units. You can try 192.168.100.1 which is a common IP for a modem in your browser.

But it does look like there is some issue with the connection to your house.

 

[Wacabletech06]

1. Google says

How do I check my Comcast modem signal strength?

Using the Xfinity app (available to download on Apple App Store or Google Play), select Connect. Look for the Test your Internet tile. Select Run a test. You can also select your network on Connect, then select Internet Health, and then select Run a test on the Full Network Test tile.

2. The IP on an xfinity gateway to log in is 10.0.0.1 the default login is admin/password but it will prompt you to change the password upon first login and you must do this, then login [same page 10.0.0.1] with the new password still under admin account. This IP can be changed but his ping shows its still the default.

3. holding the reset button down for 30 seconds will reset the modem, you will need the app to reprovision it and get internet back. Make sure the app can be logged in and see the device before trying this. IF there is no reset button its the WPS button on the top/back.

3. Finding anything in thier custom, overload UI is going to be a futile experience though. They have tools to do what they need, what you need is to see the T3/T4 error count near the time you are getting packet loss.

For now make sure you tighten all the fittings you can touch, modem, wall, splice, etc.... loose fitting = interference in the return band and thus packet loss.

 

[exej]

But it does look like there is some issue with the connection to your house.

I called a tech to come out and have it scheduled for later this week.

Late last night I was streaming some shows and had a full outage that lasted about 20 minutes, and then I got a text from Comcast saying "A problem in your area has been found and fixed by our technicians" or something like that.

And then today I shockingly had no issues with gaming but it's still showing packet loss outside my network.

Guess I'll just have to wait and see what the tech says.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                                10.0.0.1 -    0 | 3845 | 3845 |    0 |    1 |   15 |    2 |
|                          100.93.216.130 -    0 | 3845 | 3845 |    5 |   11 |  118 |   10 |
|po-311-345-rur301.bearcreek.tx.houston.comcast.net -    1 | 3842 | 3841 |    5 |   11 |  143 |   10 |
|                          96.110.153.238 -    1 | 3842 | 3841 |    5 |   11 |   51 |   11 |
|                            96.216.148.9 -    1 | 3842 | 3841 |    5 |   11 |  175 |   10 |
|po-2-xar01.bearcreek.tx.houston.comcast.net -    1 | 3842 | 3841 |    5 |   11 |  393 |    9 |
|be-303-arsc1.bearcreek.tx.houston.comcast.net -    1 | 3842 | 3841 |    6 |   13 |  169 |   15 |
|be-35441-cs04.dallas.tx.ibone.comcast.net -    1 | 3842 | 3841 |   11 |   17 |   51 |   21 |
|be-3412-pe12.1950stemmons.tx.ibone.comcast.net -    1 | 3838 | 3836 |   11 |   17 |   88 |   16 |
|                          66.208.216.198 -    0 | 3845 | 3845 |   13 |   21 |  134 |   15 |
|              ae1-br01-eqda6.as57976.net -    0 | 3845 | 3845 |   32 |   43 |  155 |   41 |
|                   No response from host -  100 |  776 |    0 |    0 |    0 |    0 |    0 |
|         et-0-0-0-pe02-eqch2.as57976.net -    1 | 3842 | 3841 |   33 |   39 |   76 |   37 |
|        chi-eqch2-ia-bons-02.as57976.net -    1 | 3842 | 3841 |   33 |   40 |   82 |   38 |
|                           24.105.62.129 -    1 | 3842 | 3841 |   36 |   42 |   84 |   39 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

[bill001g]

The last mtr shows much less loss and no loss to hop 2. Could be just random testing stuff but it is much better than the results you posted first time.

 

[Wacabletech06]

Not every hop, has to respond, every time, as they kind of have more important tasks to do than respond to ICMP packets like route REAL interent traffic. Just a FYI. If you have no more problems I would cancel the appointment or chance the risk of being charged for customer education when there is no packet loss to find and its already been fixed. Just a FYI.

 

[mtracy1991]

If you do call your ISP again, ask for a level 2 technician.

 

[exej]

It's been a few weeks now. After I got that text message saying the issue has been fixed, I never had any more problems. So it was definitely on their end. Thread can be closed. I appreciate all the replies with people trying to help, thank you!