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New Contributor

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3 Messages

Tuesday, August 22nd, 2023 8:03 PM

random slowness on Comcast fiber in ALB, NM

We are seeing random slowness during the day on our fiber connection.  D/U are in the 300/30 range but then will slow down to 58/33 or 63/33 speeds.  When the internet is slow, we're seeing traceroutes times like these:

2     2 ms     2 ms     2 ms  50-251-14-190-static.hfc.comcastbusiness.net [50.251.14.190]

  3    33 ms    24 ms    43 ms  100.92.127.130

  4    10 ms    10 ms    13 ms  68.86.183.93

  5    17 ms    15 ms    13 ms  68.85.65.89

  6    11 ms    11 ms    18 ms  96.108.43.101

  7    20 ms    17 ms    18 ms  be-36841-cs04.1601milehigh.co.ibone.comcast.net [96.110.44.29]

  8    24 ms    20 ms    18 ms  be-1413-cr13.1601milehigh.co.ibone.comcast.net [96.110.39.110]

  9    18 ms    25 ms    18 ms  be-304-cr13.champa.co.ibone.comcast.net [96.110.36.205]

10    25 ms    17 ms    18 ms  be-1413-cs04.champa.co.ibone.comcast.net [96.110.37.237]

11    19 ms    19 ms    17 ms  be-3412-pe12.910fifteenth.co.ibone.comcast.net [96.110.33.142]

12    18 ms    22 ms    26 ms  4.68.74.13

When the internet is running fast, traceroute times are:

 2     2 ms     2 ms     2 ms  50-251-14-190-static.hfc.comcastbusiness.net [50.251.14.190]
  3    33 ms    24 ms    43 ms  100.92.127.130
  4    10 ms    10 ms    13 ms  68.86.183.93
  5    17 ms    15 ms    13 ms  68.85.65.89
  6    11 ms    11 ms    18 ms  96.108.43.101
  7    20 ms    17 ms    18 ms  be-36841-cs04.1601milehigh.co.ibone.comcast.net [96.110.44.29]
  8    24 ms    20 ms    18 ms  be-1413-cr13.1601milehigh.co.ibone.comcast.net [96.110.39.110]
  9    18 ms    25 ms    18 ms  be-304-cr13.champa.co.ibone.comcast.net [96.110.36.205]
10    25 ms    17 ms    18 ms  be-1413-cs04.champa.co.ibone.comcast.net [96.110.37.237]
11    19 ms    19 ms    17 ms  be-3412-pe12.910fifteenth.co.ibone.comcast.net [96.110.33.142]
12    18 ms    22 ms    26 ms  4.68.74.13

Have opened a couple of support tickets and was told they would be escalated to Level II, but they keep getting closed without any update from Comcast Support.  We worked with a tech to power-cycle the modem last time and he was going to escalate - but the ticket just got closed.  The speed changes are random but seem to be within the Comcast network?  

Any help would be appreciated, off and on now for 5 weeks.

New Contributor

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3 Messages

1 year ago

Apologies, the slow Traceroute was posted twice.  Here is the Traceroute when the system is working great - download speeds ~ 300:

  2     2 ms     1 ms     1 ms  50-251-14-190-static.hfc.comcastbusiness.net [50.251.14.190]
  3    16 ms    21 ms    18 ms  100.92.127.130
  4    13 ms    11 ms     8 ms  68.86.183.93
  5    27 ms     9 ms     9 ms  68.85.65.89
  6    10 ms    11 ms    15 ms  96.108.43.101
  7    22 ms    18 ms    17 ms  be-36841-cs04.1601milehigh.co.ibone.comcast.net [96.110.44.29]
  8    21 ms    22 ms    20 ms  be-1413-cr13.1601milehigh.co.ibone.comcast.net [96.110.39.110]
  9    24 ms    18 ms     *     be-304-cr13.champa.co.ibone.comcast.net [96.110.36.205]
 10    22 ms    21 ms    22 ms  be-1413-cs04.champa.co.ibone.comcast.net [96.110.37.237]
 11    20 ms    22 ms    28 ms  be-3412-pe12.910fifteenth.co.ibone.comcast.net [96.110.33.142]
 12    19 ms    23 ms    18 ms  4.68.74.13

Official Employee

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21 Messages

@user_cce3be  Hi there! Glad you reached out. We certainly want to ensure that this gets properly addressed and I am happy to help follow up on the tickets submitted and issues pending to be resolved. May I please have your send me a direct private message with your account details to get started?

New Contributor

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3 Messages

@Comcast_Sheila​ , 

Hi there, tried to DM you but your name doesn't come up in the DM users.  Can you DM me and I can get the info back to you? 

Thanks!

Official Employee

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21 Messages

Hi there! To send us a message please follow the steps below:

 

• Click "Sign In" if necessary  • Click the "Peer to peer chat" icon (upper right corner of this page)  • Click the "New message" (pencil and paper) icon  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window  • Press Enter to send your message