Connectivity
Connectivity and managing Your Comcast Business network
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Occasional Visitor

Intermittent Packet Loss

Hello Team,

 

I am volunteering with a local church to help them with their network.  A couple of months ago we replaced their entire network and everything has been working perfectly with their livestreaming their services to facebook live.

 

This past Wednesday (8/5/2020) during their service they started to experience some (higher than normal) packet loss.  For the most part it is not noticable with web surfing, etc, but realtime appications like livestreaming to facebook it is noticable.

 

What was even more odd is that there is a rather high amount of packet loss to the comcast gateway.  I would think that there is very small amount of packet loss to the comcast gateway.  The packet loss to the gateway seems to be worse than packet loss to other networks (Google, Facebook, etc)

 

We have their modem in bridge mode.  I am using pfsense as the firewall.  No changes have been made to the network, but the intermittent packet loss has continued and interrupted today's (Sunday 8/9/2020) service several times.

 

anyone have any thoughts or ideas?

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Occasional Visitor

Re: Intermittent Packet Loss

Hello Bob,

 

a seemingly simply task is one of the hard ones: figuring out performance behaviour. 

You also seem to see a higher loss to the gateway itself than _through_ the gateway (?), as you mention Google and Facebook - do I understand that right? How good packets get through your gateway, is the information that matters.

Many routers/gateways have a rate limiter on "pings" etc.. as they are typically handled in software, i.e. on a general purpose CPU used for the control plane, compared to the "hardware-based" packet forwarding. In fact Comcast advises to _not_ ping their network nodes. You have to take these results with a grain of salt.

Maybe Comcast support can help with servers/nodes that are helpful to ping against close to your church.

Marc

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Occasional Visitor

Re: Intermittent Packet Loss

Thanks Marc,

 

I appreciate the response.

 

You are correct.  There is a greater number of packets lost to the gateway than through the gateway.

 

Something else I noticed in the log from the modem (error below) ... this error seems to be showing up a bit more over the past few days.  I am not sure what it means or if it is signigicant.


[Docsis][860]: No Ranging Response received - T3 time-out

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Official Employee

Re: Intermittent Packet Loss

I will be more than happy to help, and I can take a closer look at your equipment and connection. Are you able to send a private message so I can provide you with the best possible support? If you could include your name, service address, and account number (or phone number) this would help! 

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Occasional Visitor

Re: Intermittent Packet Loss

Private Message sent!

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Occasional Visitor

Re: Intermittent Packet Loss

Hello Comcast ....

 

I have sent multiple PMs with no response.  Is anyone looking at this issue?

 

Thanks

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