Connectivity
Connectivity and managing Your Comcast Business network
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healthyhabits
New Member

connectivity issues

I have a medical practice and we are experiencing problems with our internet connection. In particular our EHR site is extremely slow to load pages. I ran a speed test (speedtest.net) and it shows the correct speeds (50Mbps/10Mbps). I have a new Netgear Nighthawk modem.

I ran a trace and a ping with the following results, which clearly indicate an issue:


Tracing route to www.officeally.com [74.63.185.195]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 10.1.10.1
2 17 ms 14 ms 9 ms c-73-51-236-1.hsd1.in.comcast.net [73.51.236.1]

3 12 ms 10 ms 12 ms Te0-2-0-4-sur03.algonquin.il.chicago.comcast.net
[68.86.118.105]
4 14 ms 13 ms 13 ms te-2-7-0-4-ar01.elmhurst.il.chicago.comcast.net
[68.87.230.17]
5 13 ms 15 ms 14 ms he-1-6-0-0-11-cr01.seattle.wa.ibone.comcast.net
[68.86.92.33]
6 13 ms 14 ms 18 ms be-10406-cr01.350ecermak.il.ibone.comcast.net [6
8.86.84.210]
7 * * * Request timed out.
8 34 ms 36 ms 36 ms ae-22-52.car2.Denver1.Level3.net [4.69.147.100]

9 36 ms 36 ms 36 ms ae-22-52.car2.Denver1.Level3.net [4.69.147.100]

10 36 ms 36 ms 36 ms VIAWEST-INT.car2.Denver1.Level3.net [4.53.14.222
]
11 37 ms 36 ms 36 ms teng-01-02.crsw02.den03.viawest.net [66.51.0.237
]
12 36 ms 36 ms 36 ms 66.51.2.74
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.


C:\WINDOWS\system32>ping -t www.officeally.com

Pinging www.officeally.com [74.63.185.195] with 32 bytes of data&colon;
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 74.63.185.195:
Packets: Sent = 31, Received = 0, Lost = 31 (100% loss),
Control-C

 

I also ran the tracer and ping for a random site (I picked yahoo.com). Here are the results for that site (looks normal):


Tracing route to fd-fp3.wg1.b.yahoo.com [2001:4998:58:c02::a9]
over a maximum of 30 hops:

1 22 ms 11 ms 10 ms 2001:558:6033:d7::1
2 11 ms 15 ms 10 ms te0-2-0-4-sur03.algonquin.il.chicago.comcast.net
[2001:558:322:8081::1]
3 19 ms 40 ms 11 ms te-0-7-0-5-sur04.algonquin.il.chicago.comcast.ne
t [2001:558:320:76::2]
4 16 ms 13 ms 13 ms 2001:558:300:2083::1
5 17 ms 13 ms 13 ms 2001:558:0:f6e9::1
6 13 ms 14 ms 13 ms pos-1-4-0-0-pe01.350ecermak.il.ibone.comcast.net
[2001:558:0:f5a8::2]
7 13 ms 17 ms 23 ms 2001:559::dba
8 13 ms 17 ms 13 ms exchange-cust1.ch1.equinix.net [2001:504:0:4:0:1
:310:1]
9 33 ms 36 ms 35 ms v6.ae8.pat2.bfz.yahoo.com [2001:4998:f00d:8::1]

10 34 ms 70 ms 34 ms ae-4.msr1.bf1.yahoo.com [2001:4998:f01c:200::1]

11 33 ms 36 ms 46 ms ae-4.msr2.bf1.yahoo.com [2001:4998:f01c:201::1]

12 37 ms 36 ms 35 ms v6.xe-11-0-1.clr1-a-gdc.bf1.yahoo.com [2001:4998
:58:fc0f::1]
13 37 ms 37 ms 36 ms v6.e17-1.fab1-1-gdc.bf1.yahoo.com [2001:4998:58:
fa00::1]
14 33 ms 36 ms 36 ms 2001:4998:58:da07::1
15 36 ms 31 ms 34 ms ir1.fp.vip.bf1.yahoo.com [2001:4998:58:c02::a9]


Trace complete.

C:\WINDOWS\system32>ping -t www.yahoo.com

Pinging fd-fp3.wg1.b.yahoo.com [2001:4998:58:c02::a9] with 32 bytes of data&colon;
Reply from 2001:4998:58:c02::a9: time=34ms
Reply from 2001:4998:58:c02::a9: time=34ms
Reply from 2001:4998:58:c02::a9: time=31ms
Reply from 2001:4998:58:c02::a9: time=31ms
Reply from 2001:4998:58:c02::a9: time=34ms
Reply from 2001:4998:58:c02::a9: time=35ms
Reply from 2001:4998:58:c02::a9: time=32ms
Reply from 2001:4998:58:c02::a9: time=32ms
Reply from 2001:4998:58:c02::a9: time=32ms
Reply from 2001:4998:58:c02::a9: time=34ms
Reply from 2001:4998:58:c02::a9: time=34ms
Reply from 2001:4998:58:c02::a9: time=32ms
Reply from 2001:4998:58:c02::a9: time=34ms
Reply from 2001:4998:58:c02::a9: time=31ms
Reply from 2001:4998:58:c02::a9: time=36ms
Reply from 2001:4998:58:c02::a9: time=31ms
Reply from 2001:4998:58:c02::a9: time=32ms
Reply from 2001:4998:58:c02::a9: time=31ms

Ping statistics for 2001:4998:58:c02::a9:
Packets: Sent = 18, Received = 18, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 31ms, Maximum = 36ms, Average = 32ms
Control-C

 

 

Can you please let me know how I can get this fixed? Our business depends on the use of officeally.com.

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5 REPLIES 5
Trusted Forum Contributor

Re: connectivity issues

So I went ahead and tried pinging www.officeally.com , and I get the same result as you - no response. This does not indicate a problem, however, since that site loads fine in my browser (Firefox). I don't have a login, but clicking around the various public pages was very fast for me.

 

Be aware that just because a site does not respond to pings, that is not necessarily a bad thing; indeed, many sites are deliberately configured NOT to respond to pings by their administrators, for various reasons. Traceroutes, which are just modified pings, are the same way.

 

May I ask, does every device on your network have problems logging in? And, do you have the same problems on other websites, or is it just this one? If it's just officeally.com that's slow/timing out, then unfortunately it seems like a problem on officeally.com's end, not yours.

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healthyhabits
New Member

Re: connectivity issues

It is an issue with all the computers on the network. Everything seems to be slow. Even loading speedtest.net took a long time. Sites are loading much faster at home where I only have 6Mbps.

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Trusted Forum Contributor

Re: connectivity issues

Have you tried removing the Netgear and testing with a computer plugged via ethernet into the SMC? Just as process of elimination
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healthyhabits
New Member

Re: connectivity issues

yes I have. It did not make a difference

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Trusted Forum Contributor

Re: connectivity issues

Getting towards the end of the list.... try posting a screen shot of your signal levels (downstream and upstream) from http://10.1.10.1

 

As well, http://pingtest.net is a decent packet loss analyzer - it requires Java installed in a browser plugin. In any case, if you have good reported signals, and have tried multiple computers directly connected to the SMC and they all exhibit latency/bandwidth issues, then the only things it could be at that point are local Comcast area cablet network problems (uncommon, but not unheard of) or a failed/failing SMC gateway unit (more likely)

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