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#3792 - 12/13/20 01:06 AM Recurring Full Packet Loss. Please help!!
Duke Offline


Registered: 12/13/20
Posts: 1
I have been dealing with a recurring full packet loss situation for the last few weeks. My ISP is Comcast Xfinity. My service is 600 down, 15 up.

My equipment is new; Cable Modem is owned, Arris Surfboard 8200. My Router is new as well, RT-AX86U. Both were installed earlier this year and had no issues up until recently.

The main impact of this packet loss is during competitive gaming. All other usages such as streaming or web browsing are unimpacted. When I don't have the packet loss, I have no issues.

Here's my ping plotter link: https://share.pingplotter.com/7y8vWa2xq3c.png

Any help on what I can do or how to read the graphs would be much appreciated!

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#3793 - 12/14/20 07:22 PM Re: Recurring Full Packet Loss. Please help!! [Re: Duke]
Poe Offline
Pingman Tools Support


Registered: 02/11/19
Posts: 65
Hi Duke,

Thanks for writing into the forum!

From your screenshot it looks like you have low level packet loss (2%) starting at hop #2 and going through to the final hop. While this isn't a very high level of packet loss any consistent packet loss signals a possible network issue. You might not be able to tell while you're browsing or watching Netflix but with online gaming you could certainly notice.

Somewhere between your router and Comcast's first device there is an issue. It could be within your network between your router and where the cable comes into your building, the cable from your building to the street, or at Comcast's first device (96.120.90.21).

If I were you I'd plug directly to my modem with a known good ethernet cable and run pingplotter and see if you get the same results. If you do, then call Comcast and ask them to check the line to your house and that device (96.120.90.21). Offer to show them the PingPlotter results as a share page.

Good luck and let us know how it goes, we love hearing our customers stories!

Thanks,

-Poe

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