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Ping Latency Problems Observed by VoIP Service Provider

neelpert1
Visitor

Ping Latency Problems Observed by VoIP Service Provider

For over two years, I have had intermittent service issues with my Business service.  The symptoms are that I would receive an incoming call with my VoIP service provider, and other Internet services would be interrupted - sometimes completely cut off.

 

I finally reached out to my VoIP provider and they had me run a long-term network analysis.  This was their result and they are asking that I reach out to Comcast to resolve:

 

Thank you for sending us these results.

We have analyzed them and your connection with our server is showing high latency spikes. Latency refers to the time it takes your network to receive our data. For optimum call quality, you want your
ping speeds to be consistently below 100ms. Here is an example from your test with high latency:

Reply from 50.97.129.83: bytes=32 time=440ms TTL=54
Reply from 50.97.129.83: bytes=32 time=465ms TTL=54
Reply from 50.97.129.83: bytes=32 time=437ms TTL=54
Reply from 50.97.129.83: bytes=32 time=492ms TTL=54
Reply from 50.97.129.83: bytes=32 time=679ms TTL=54
Reply from 50.97.129.83: bytes=32 time=736ms TTL=54
Reply from 50.97.129.83: bytes=32 time=786ms TTL=54
Reply from 50.97.129.83: bytes=32 time=925ms TTL=54
Reply from 50.97.129.83: bytes=32 time=937ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1253ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1127ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1197ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1149ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1150ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1232ms TTL=54
Reply from 50.97.129.83: bytes=32 time=875ms TTL=54
Reply from 50.97.129.83: bytes=32 time=516ms TTL=54
Reply from 50.97.129.83: bytes=32 time=495ms TTL=54
Reply from 50.97.129.83: bytes=32 time=442ms TTL=54
Reply from 50.97.129.83: bytes=32 time=322ms TTL=54
Reply from 50.97.129.83: bytes=32 time=181ms TTL=54
Reply from 50.97.129.83: bytes=32 time=50ms TTL=54
Reply from 50.97.129.83: bytes=32 time=102ms TTL=54
Reply from 50.97.129.83: bytes=32 time=281ms TTL=54
Reply from 50.97.129.83: bytes=32 time=397ms TTL=54
Reply from 50.97.129.83: bytes=32 time=195ms TTL=54
Reply from 50.97.129.83: bytes=32 time=335ms TTL=54
Reply from 50.97.129.83: bytes=32 time=394ms TTL=54
Reply from 50.97.129.83: bytes=32 time=257ms TTL=54
Reply from 50.97.129.83: bytes=32 time=277ms TTL=54
Reply from 50.97.129.83: bytes=32 time=117ms TTL=54
Reply from 50.97.129.83: bytes=32 time=929ms TTL=54
Reply from 50.97.129.83: bytes=32 time=692ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1198ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1301ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1516ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1452ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1504ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1429ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1099ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1340ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1259ms TTL=54

Ping speeds in excess of 100ms can cause interruptions in the call because the data sent is not being received in a timely manner causing delays and choppiness. In addition to latency, there were also packet loss in
your results. Anytime a packet is lost it means the data sent was not received. This causes delays in voice and dropped calls. Below is an example from your test:

Reply from 50.97.129.83: bytes=32 time=159ms TTL=54
Request timed out.
Reply from 50.97.129.83: bytes=32 time=392ms TTL=54
Reply from 50.97.129.83: bytes=32 time=339ms TTL=54
Request timed out.
Reply from 50.97.129.83: bytes=32 time=335ms TTL=54
Reply from 50.97.129.83: bytes=32 time=51ms TTL=54
Request timed out.
Reply from 50.97.129.83: bytes=32 time=279ms TTL=54
Reply from 50.97.129.83: bytes=32 time=53ms TTL=54
General failure.
Reply from 50.97.129.83: bytes=32 time=48ms TTL=54
Reply from 50.97.129.83: bytes=32 time=49ms TTL=54
Request timed out.
Request timed out.
Request timed out.
General failure.
General failure.
General failure.
Reply from 50.97.129.83: bytes=32 time=57ms TTL=54
To rectify this you will need to contact your internet provider and have them diagnose your connection. Let them know you're experiencing high latency and packet loss which is affecting your Voip service and they can troubleshoot with you.

neelpert1
Visitor

Re: Ping Latency Problems Observed by VoIP Service Provider

So is this BUSINESS CLASS forum support or did I miss something?  HELLO?!  Just yesterday an incoming VoIP call killed my Internet connection on my laptop.

Highlighted
neelpert1
Visitor

Re: Ping Latency Problems Observed by VoIP Service Provider


@neelpert1 wrote:

For over two years, I have had intermittent service issues with my Business service.  The symptoms are that I would receive an incoming call with my VoIP service provider, and other Internet services would be interrupted - sometimes completely cut off.

 

I finally reached out to my VoIP provider and they had me run a long-term network analysis.  This was their result and they are asking that I reach out to Comcast to resolve:

 

Thank you for sending us these results.

We have analyzed them and your connection with our server is showing high latency spikes. Latency refers to the time it takes your network to receive our data. For optimum call quality, you want your
ping speeds to be consistently below 100ms. Here is an example from your test with high latency:

Reply from 50.97.129.83: bytes=32 time=440ms TTL=54
Reply from 50.97.129.83: bytes=32 time=465ms TTL=54
Reply from 50.97.129.83: bytes=32 time=437ms TTL=54
Reply from 50.97.129.83: bytes=32 time=492ms TTL=54
Reply from 50.97.129.83: bytes=32 time=679ms TTL=54
Reply from 50.97.129.83: bytes=32 time=736ms TTL=54
Reply from 50.97.129.83: bytes=32 time=786ms TTL=54
Reply from 50.97.129.83: bytes=32 time=925ms TTL=54
Reply from 50.97.129.83: bytes=32 time=937ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1253ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1127ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1197ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1149ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1150ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1232ms TTL=54
Reply from 50.97.129.83: bytes=32 time=875ms TTL=54
Reply from 50.97.129.83: bytes=32 time=516ms TTL=54
Reply from 50.97.129.83: bytes=32 time=495ms TTL=54
Reply from 50.97.129.83: bytes=32 time=442ms TTL=54
Reply from 50.97.129.83: bytes=32 time=322ms TTL=54
Reply from 50.97.129.83: bytes=32 time=181ms TTL=54
Reply from 50.97.129.83: bytes=32 time=50ms TTL=54
Reply from 50.97.129.83: bytes=32 time=102ms TTL=54
Reply from 50.97.129.83: bytes=32 time=281ms TTL=54
Reply from 50.97.129.83: bytes=32 time=397ms TTL=54
Reply from 50.97.129.83: bytes=32 time=195ms TTL=54
Reply from 50.97.129.83: bytes=32 time=335ms TTL=54
Reply from 50.97.129.83: bytes=32 time=394ms TTL=54
Reply from 50.97.129.83: bytes=32 time=257ms TTL=54
Reply from 50.97.129.83: bytes=32 time=277ms TTL=54
Reply from 50.97.129.83: bytes=32 time=117ms TTL=54
Reply from 50.97.129.83: bytes=32 time=929ms TTL=54
Reply from 50.97.129.83: bytes=32 time=692ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1198ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1301ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1516ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1452ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1504ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1429ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1099ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1340ms TTL=54
Reply from 50.97.129.83: bytes=32 time=1259ms TTL=54

Ping speeds in excess of 100ms can cause interruptions in the call because the data sent is not being received in a timely manner causing delays and choppiness. In addition to latency, there were also packet loss in
your results. Anytime a packet is lost it means the data sent was not received. This causes delays in voice and dropped calls. Below is an example from your test:

Reply from 50.97.129.83: bytes=32 time=159ms TTL=54
Request timed out.
Reply from 50.97.129.83: bytes=32 time=392ms TTL=54
Reply from 50.97.129.83: bytes=32 time=339ms TTL=54
Request timed out.
Reply from 50.97.129.83: bytes=32 time=335ms TTL=54
Reply from 50.97.129.83: bytes=32 time=51ms TTL=54
Request timed out.
Reply from 50.97.129.83: bytes=32 time=279ms TTL=54
Reply from 50.97.129.83: bytes=32 time=53ms TTL=54
General failure.
Reply from 50.97.129.83: bytes=32 time=48ms TTL=54
Reply from 50.97.129.83: bytes=32 time=49ms TTL=54
Request timed out.
Request timed out.
Request timed out.
General failure.
General failure.
General failure.
Reply from 50.97.129.83: bytes=32 time=57ms TTL=54
To rectify this you will need to contact your internet provider and have them diagnose your connection. Let them know you're experiencing high latency and packet loss which is affecting your Voip service and they can troubleshoot with you.


Bumping this topic to the top.  ZERO CONTACT from Comcast - and I'm a Business Teleworker contractor with Business Class service.  I'll be sure to let the federal agency that I'm currently supporting know about this level of service.