Comcast Device IP 98.211.108.1 generating significant latency spikes

My first hop device, over 5200 ping sent using WinMTR is averaging 45ms response time. For 4 days now, I have been experiencing spikes upward of 2000ms for periods of time, dropping back down to 13ms. Tracerts show the culprit being the first hop, which should be incredibly responsive. Hourly runs of ping 98.211.108.1 -n 100 show expected response times of 9-10ms, but occassionally it will spike to 250+. This is during non peak hours. During evening EST hours, it becomes painfully noticeable. I called and have a case number open with comcast, but they couldn't identify anything on their end as the device was pinging normally at the time. I was told to call back when I was having problems. I just called back and the young lady on the phone told me she didn't have any official method of escalating it to tier2?, and that they were closed right now.

I would think Comcast would have network engineers on call 24/7. The client base for my organization is only about 4500 and I know we are on call 24/7.

As can be seen by this result, there are issues with the first hop.

Is there anyway to get this sent to Comcasts network team to look at.

-Joe

Responses

UMDSmith

Visitor

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2 Messages

10 years ago

Yeah, I may as well let them come out and let them waste their time. LoL was the main reason I noticed it, but it is crushing my mumble VOIP as well.

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kraze

Problem solver

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305 Messages

10 years ago

Getting your daily LoL fix in I see.

In cases like this where you are seeing increased latency so close to home it's unlikely you'll make much progress with the reps or level 2, generally waiting a week or two for someone to take a closer this and fix is easier. Though, if you do want to pursue fixing it, you should have a tech come out and explain your issue. Hopefully with him on site he'll be able to identify an the problem and put in a work order for the line techs.

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train_wreck

Gold Problem solver

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610 Messages

10 years ago

Be aware that if they can detect a line issue, they will need to report it to PMDM (the line tech department); it will then be up to that department to look into it. As well, the policy for regular dispatched techs is to submit a $99 service charge if they come out and find nothing wrong with Comcast-owned equipment; a line issue SHOULD qualify, but keep an eye on your bill just in case. (This is assuming that the problem indeed does NOT reside on your equipment)

BTW, you never mentioned how you were running the MTR; behind a router, or from a computer plugged directly into your modem? (The latter way is MUCH preferred, just to rule out router issues)

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