Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
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Always dropping packets, poor performance

I'm trying to exhaust every avenue here to try and get my internet problems solved. I've tried the phone route at least 2 dozen times and even tried twitter. I'm going to the forums now in hopes that I will finally work out a solution to my horrible experience so far during my 2 year contract with Comcast Business. 

Here's both a speed test and ping test to show how my performance is on a daily basis. The internet runs fine for an hour or two and then always craps the bed. This goes on and off all day every day. I have 50/10 internet. I mainly use it to live stream gaming content. It's frustrating because the viewer experience is always hit or miss and is always terribly poor every week. 

Speed Test Result

 

Ping Test Result

 

I've gone through at least 4 replacement modems and at least 3 different modem models and nothing has improved. I always try to use Comcast's equipment. They've replaced every wire end and fitting they can think of, removed all of the splitters, and they still say that there is interference in the lines but there's nothing they can do... The building was built brand new 2 years ago. I run a 4ft ethernet cable from the tower to the modem, and a 3 ft cable from the modem to the wall. 

I don't know if it's because I'm in an old part of town and all of the underground cabling is 30 years old or what, but I have tons of issues and feel as if I'm just another number and that this internet service is not built for business at all. Now that I'm putting everything into running just one business without side income I HAVE to have this internet work right. Period. I've put up with it for too long. 

To me, if they've replaced all of the stuff in the building that could cause the issues I'm having, and the line quality is terrible with the computers and modem out of the picture all together, (Which does happen when techs show up) it would seem that it has to do with OUTSIDE of the building. I've had numerous technicians no call no show to appointments and I'm completely sick of it. 

Someone. ANYONE. Please help me.

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Visitor

Re: Always dropping packets, poor performance

I also want to note that both the speed test and ping test were taken within 2 minutes of each other. 

I've had a tech tell me once that during high traffic times high internet latency and hiccups are expected, but I expect that internet that is payed for to run a business should have no hiccups and 99%+uptime and stability. If the lines are overcrowded that's Comcast's fault, not mine. If they are, upgrade the network. 

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Trusted Forum Contributor

Re: Always dropping packets, poor performance

From what you're describing it sounds like this would be a job for the a line tech. Those would be the guys handling interference and stuff past the drop. It's odd that you are not making any progress here, especially since the techs are able to measure the problem. 

 

 If one of the admins here isn't able to escalate your concern. You could have another tech come out and ask that his supervisor call you. This should save you some time and pain since you are cutting out a middle man.

 

 

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Re: Always dropping packets, poor performance

The problem is that I've had like 5 line techs out here plus the other techs that seem like just install guys and they all are of no help. 

I've had a total of 4 techs just not show up at all. No call or anything, they just didn't show up. Phone Support/dispatch rescheduled for another tech to come out that same day in both instances, and no one bothered showing up. 

 

Honestly I just want the internet to work right. I know I'm in contract for at least a few more months, and there's not much that I can do to get out of it. I've wasted so much time waiting for techs and being put on hold and talking to the help line saying the same things over and over again that I'm just flat out done with calling and setting the phone down on speaker for 30 min while I wait on hold and try and get things done, and then setting a 4 hour window in which will be hit or miss whether anyone will bother showing up at all. 

I'll just keep updating how the service is going on here. It's pretty much my last resort. At least this I don't have to sit around waiting. I can check back periodically on a mobile device and I can be out away from the desk doing other things in the meantime. 

Here's some more speed tests/ping tests

Ping Test 6% packet loss

Speed test half download speed than what I'm paying for

 

I run the tests by merely clicking begin test and it finds servers. I notice sometimes it will pick nashville and other times chicago or Atlanta. Not sure why it rotates between the 3. 

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Visitor

Re: Always dropping packets, poor performance

Packet Loss is fluctuating 7% today

Test #1
Test #2
Test #3

Test #4

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Visitor

Re: Always dropping packets, poor performance

It keeps getting worse. 14% today

 

http://www.pingtest.net/result/112712314.png

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Forum Contributor

Re: Always dropping packets, poor performance

Please read up on the Traceroute command and use it to run some traces.  Traceroute will show you which leg has gone bad.  Ping is a good starting point but it is after all just a starting point.

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