ComingWinter
Baron
So I've been having some interesting problems with my internet. I talked to customer specialists or whatever representing Comcast this afternoon, and all the problems I've been having as well as the attempted solution and most of the information I can give on the subject is spoilered below. In summary, here are my problems: I have good upload speed around 8.33 Mb/s and 22-27 Mb/s download. But pinging a local server (under 50 miles from me) I get 20-23 ms. I had a friend ping a local server (that was local to her) and she got around 9-10 ms. I know now that having good internet and ping aren't really connected and one can have high ping with a really good internet connection. On Warband, a US server is around 100-130 and an EU server is upwards to 230 ms.
This is the Cable Modem Diagnostic I ran on my modem, and I'm sure that these two problems are connected someone.
Any help would be really appreciated. It's not only pinging the location of a Warband server, but any server, I'm getting pings that are just too high. I'm convinced that one of the symptoms of this is the response I'm getting when I'm running the diagnostic and the first hop of the tracert always timing out.
Hello [redacted]_, Thank you for contacting Comcast Live Chat Support. My name is Joanne. Please give me one moment to review your information.
I'm sorry if this has inconvenient you in any way. I am happy to have you on this chat to be of service to you. We remain committed in providing you with the best customer service. I can certainly assist you with your internet issue.
I understand that you are having a problem with your Comcast internet service, am I right?
Well, not so much of a problem
Something interesting has come up, that I'm not sure what it is
See, I usually get really good download and upload speeds
usually 27 Mb/s download and 8.3 Mb/s upload
the problem is I get really high ping when I try pinging servers
I understand that you are having a slow connection issue, am I right?
no, the issue isn't slow connection, it's high ping
Oh I see.
Now, I was talking to this lady, Katrina, and she had me do a sequential powercycling
Thank you for that one.
But she had me do a tracert and the first hop always times out
Tracing route to www.l.google.com [72.14.213.105]
over a maximum of 30 hops:
1 * * * Request timed out.
2 8 ms 13 ms 9 ms 68.85.148.177
3 8 ms 14 ms 9 ms te-8-3-ar01.beaverton.or.bverton.comcast.net [68
.87.216.21]
4 31 ms 24 ms 13 ms te-0-4-0-4-cr01.portland.or.ibone.comcast.net [6
8.86.90.229]
5 21 ms 16 ms 16 ms pos-0-9-0-0-cr01.seattle.wa.ibone.comcast.net [6
8.86.85.101]
6 15 ms 25 ms 32 ms pos-0-0-0-0-pe01.seattle.wa.ibone.comcast.net [6
8.86.86.138]
7 31 ms 32 ms 32 ms 75.149.231.90
8 32 ms 31 ms 33 ms 209.85.249.34
9 35 ms 35 ms 34 ms 209.85.250.126
10 35 ms 35 ms 35 ms 216.239.43.228
11 33 ms 41 ms 44 ms 209.85.253.14
12 35 ms 48 ms 34 ms 209.85.253.14
13 35 ms 35 ms 34 ms pv-in-f105.1e100.net [72.14.213.105]
Trace complete.
What is real interesting is that I had my friend do a speedtest
she doesn't use comcast, she has slower internet speeds
but her ping to a server less than 50 mi away is 9-10
If I ping to a server that is less than 50 mi, I get 20-23
May I ask if you have a router,please?
I have a cable modem - RCA DCM425
Thank you.
have you disabled your firewall?
yes, now, is there a firewall on the modem itself
because I understand there isn't one there, only on my computer
Thank you.
there might be one on a router, but I don't have one of those
There is none, only on your pc.
Thank you for that one.
May I ask if what other troubleshooting have you done to resolve the issue,please?
I've restarted the modem many times
have had analysts restart the modem from there, I've had the modem pinged
which turned out fine
Thank you so much for that information.
I will now reset your modem on my end and please try to do traceroute again, would that be alright?
I've done that before
With that, I might lose you for a bit, but please stay online as I will wait for you to come back.
Could it be the gateway box?
Here it gets interesting.
Oh I see.
I believe that you are using a gateway, am I right?
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . : hsd1.wa.comcast.net.
Link-local IPv6 Address . . . . . : fe80::4d9a:ec47:2b6a:87c3%10
IPv4 Address. . . . . . . . . . . : 71.59.206.209
Subnet Mask . . . . . . . . . . . : 255.255.248.0
Default Gateway . . . . . . . . . : 71.59.200.1
and
Connection-specific DNS Suffix . : hsd1.wa.comcast.net.
IPv6 Address. . . . . . . . . . . : 2002:473b:ced1::473b:ced1
Default Gateway . . . . . . . . . : 2002:c058:6301::c058:6301
I just want to check, you are not having any issue with your Internet service and you just want to check why you have high ping result, am I right?
Yes
Thank you.
[color=blueThe one that you sent me was the result of your traceroute, am I right?
[/color]
yes
The lady I last spoke to said that the problem might be coming from the fact that the first hop is timing out
She had me do a sequential powercycling, but that didn't help
May I ask if you are encountering any issue with your connection given the result of doing the traceroute,please?
No, it seems to be doing fine
I believe that you are having a delay response from the server, am I right?
I don't know, am I?
Oh I see.
If that the case, you have nothing to worry about if you are not experiencing any problem with your connection
It means that you have good reception and connection to your comcast internet service.
Yes, I am very happy with my internet service
however, high ping and connectivity issues aren't always related
since you have just done the troubleshooting with other representative, please observe your connection within 24 hours.
And try to do the same thing. If you have the same result, please feel free to contact us back,would that be okay?
Hmm, but that still doesn't answer my question
Could it be the gateway box?
I understand that, that it might be the issue
I believe that you are using gateway, right now, am I right?
I don't know
I sent you the information when I did an ipconfig
Thank you for that one.
Let me double check on that for you.
I don't understand what she's doing now right here. She still hasn't answered my previous question about the problem being in the gateway box.
the problem could be a server traffic.
Does it happen on a specific time?
no not really
there are minor fluctuations
but nothing that would indicate that there could be server traffic
Oh I see.
I've tried doing a tracert on multiple websites, the first hop always times out
Thank you for that one.
Someone had the same problem as I am, they posted the question on a help website and this was the final response: Nope, it's outside of your premises, it's the first hop on the Comcast network, their gateway box that's within a few blocks of the house.
Thank you so much for that information.
The fact that she keeps thanking me for her info for my information but can't really do anything.
actually if the problem is with the first hops that means that the problem is with the pc.
There maybe some PC components that's causing the problem
okay, how do I check that?
It would be best to check that with your pc manufacturer since you have done all the troubleshooting but you still have the same issue.
I just want to do a recap, I have given you the information about your high ping issue
It was my pleasure assisting you today with your concern. Is there anything else I can help you with?
to resolve your issue, please contact your computer manufacturer.
About the configuration of your modem I am sorry but the problem is not with your modem.
Please contact your computer manufacturer to resolve your issue since you have done all the troubleshooting steps but you still have the same issue.
I'm sorry if this has inconvenient you in any way. I am happy to have you on this chat to be of service to you. We remain committed in providing you with the best customer service. I can certainly assist you with your internet issue.
I understand that you are having a problem with your Comcast internet service, am I right?
Well, not so much of a problem
Something interesting has come up, that I'm not sure what it is
See, I usually get really good download and upload speeds
usually 27 Mb/s download and 8.3 Mb/s upload
the problem is I get really high ping when I try pinging servers
I understand that you are having a slow connection issue, am I right?
no, the issue isn't slow connection, it's high ping
Oh I see.
Now, I was talking to this lady, Katrina, and she had me do a sequential powercycling
Thank you for that one.
But she had me do a tracert and the first hop always times out
Tracing route to www.l.google.com [72.14.213.105]
over a maximum of 30 hops:
1 * * * Request timed out.
2 8 ms 13 ms 9 ms 68.85.148.177
3 8 ms 14 ms 9 ms te-8-3-ar01.beaverton.or.bverton.comcast.net [68
.87.216.21]
4 31 ms 24 ms 13 ms te-0-4-0-4-cr01.portland.or.ibone.comcast.net [6
8.86.90.229]
5 21 ms 16 ms 16 ms pos-0-9-0-0-cr01.seattle.wa.ibone.comcast.net [6
8.86.85.101]
6 15 ms 25 ms 32 ms pos-0-0-0-0-pe01.seattle.wa.ibone.comcast.net [6
8.86.86.138]
7 31 ms 32 ms 32 ms 75.149.231.90
8 32 ms 31 ms 33 ms 209.85.249.34
9 35 ms 35 ms 34 ms 209.85.250.126
10 35 ms 35 ms 35 ms 216.239.43.228
11 33 ms 41 ms 44 ms 209.85.253.14
12 35 ms 48 ms 34 ms 209.85.253.14
13 35 ms 35 ms 34 ms pv-in-f105.1e100.net [72.14.213.105]
Trace complete.
What is real interesting is that I had my friend do a speedtest
she doesn't use comcast, she has slower internet speeds
but her ping to a server less than 50 mi away is 9-10
If I ping to a server that is less than 50 mi, I get 20-23
May I ask if you have a router,please?
I have a cable modem - RCA DCM425
Thank you.
have you disabled your firewall?
yes, now, is there a firewall on the modem itself
because I understand there isn't one there, only on my computer
Thank you.
there might be one on a router, but I don't have one of those
There is none, only on your pc.
Thank you for that one.
May I ask if what other troubleshooting have you done to resolve the issue,please?
I've restarted the modem many times
have had analysts restart the modem from there, I've had the modem pinged
which turned out fine
Thank you so much for that information.
I will now reset your modem on my end and please try to do traceroute again, would that be alright?
I've done that before
With that, I might lose you for a bit, but please stay online as I will wait for you to come back.
Could it be the gateway box?
Here it gets interesting.
Oh I see.
I believe that you are using a gateway, am I right?
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . : hsd1.wa.comcast.net.
Link-local IPv6 Address . . . . . : fe80::4d9a:ec47:2b6a:87c3%10
IPv4 Address. . . . . . . . . . . : 71.59.206.209
Subnet Mask . . . . . . . . . . . : 255.255.248.0
Default Gateway . . . . . . . . . : 71.59.200.1
and
Connection-specific DNS Suffix . : hsd1.wa.comcast.net.
IPv6 Address. . . . . . . . . . . : 2002:473b:ced1::473b:ced1
Default Gateway . . . . . . . . . : 2002:c058:6301::c058:6301
I just want to check, you are not having any issue with your Internet service and you just want to check why you have high ping result, am I right?
Yes
Thank you.
[color=blueThe one that you sent me was the result of your traceroute, am I right?
[/color]
yes
The lady I last spoke to said that the problem might be coming from the fact that the first hop is timing out
She had me do a sequential powercycling, but that didn't help
May I ask if you are encountering any issue with your connection given the result of doing the traceroute,please?
No, it seems to be doing fine
I believe that you are having a delay response from the server, am I right?
I don't know, am I?
Oh I see.
If that the case, you have nothing to worry about if you are not experiencing any problem with your connection
It means that you have good reception and connection to your comcast internet service.
Yes, I am very happy with my internet service
however, high ping and connectivity issues aren't always related
since you have just done the troubleshooting with other representative, please observe your connection within 24 hours.
And try to do the same thing. If you have the same result, please feel free to contact us back,would that be okay?
Hmm, but that still doesn't answer my question
Could it be the gateway box?
I understand that, that it might be the issue
I believe that you are using gateway, right now, am I right?
I don't know
I sent you the information when I did an ipconfig
Thank you for that one.
Let me double check on that for you.
I don't understand what she's doing now right here. She still hasn't answered my previous question about the problem being in the gateway box.
the problem could be a server traffic.
Does it happen on a specific time?
no not really
there are minor fluctuations
but nothing that would indicate that there could be server traffic
Oh I see.
I've tried doing a tracert on multiple websites, the first hop always times out
Thank you for that one.
Someone had the same problem as I am, they posted the question on a help website and this was the final response: Nope, it's outside of your premises, it's the first hop on the Comcast network, their gateway box that's within a few blocks of the house.
Thank you so much for that information.
The fact that she keeps thanking me for her info for my information but can't really do anything.
actually if the problem is with the first hops that means that the problem is with the pc.
There maybe some PC components that's causing the problem
okay, how do I check that?
It would be best to check that with your pc manufacturer since you have done all the troubleshooting but you still have the same issue.
I just want to do a recap, I have given you the information about your high ping issue
It was my pleasure assisting you today with your concern. Is there anything else I can help you with?
to resolve your issue, please contact your computer manufacturer.
About the configuration of your modem I am sorry but the problem is not with your modem.
Please contact your computer manufacturer to resolve your issue since you have done all the troubleshooting steps but you still have the same issue.
This is the Cable Modem Diagnostic I ran on my modem, and I'm sure that these two problems are connected someone.
Time Priority Description
Fri Mar 05 21:01:16 2010 Critical (3) No UCD's Received - Timeout
Fri Mar 05 20:55:06 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Mar 05 21:00:58 2010 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 20:34:35 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 18:29:55 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 18:26:44 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Mar 05 18:24:53 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 18:23:48 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Fri Mar 05 02:50:17 2010 Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 02:49:51 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Mar 05 02:49:37 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Fri Mar 05 02:48:59 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Mar 05 02:48:52 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Wed Mar 03 01:32:18 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Mar 01 01:17:54 2010 Critical (3) No Ranging Response received - T3 time-out
Mon Mar 01 01:17:03 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Mar 01 01:16:29 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Mon Mar 01 01:16:27 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Feb 25 02:56:37 2010 Critical (3) No Ranging Response received - T3 time-out
Thu Feb 25 02:56:29 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Thu Feb 25 02:52:17 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Mon Feb 22 00:34:21 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Feb 19 17:53:34 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 21:01:06 2010 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Fri Mar 05 21:01:16 2010 Critical (3) No UCD's Received - Timeout
Fri Mar 05 20:55:06 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Mar 05 21:00:58 2010 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 20:34:35 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 18:29:55 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 18:26:44 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Mar 05 18:24:53 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 18:23:48 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Fri Mar 05 02:50:17 2010 Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 02:49:51 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Mar 05 02:49:37 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Fri Mar 05 02:48:59 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Mar 05 02:48:52 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Wed Mar 03 01:32:18 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Mar 01 01:17:54 2010 Critical (3) No Ranging Response received - T3 time-out
Mon Mar 01 01:17:03 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Mar 01 01:16:29 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Mon Mar 01 01:16:27 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Feb 25 02:56:37 2010 Critical (3) No Ranging Response received - T3 time-out
Thu Feb 25 02:56:29 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Thu Feb 25 02:52:17 2010 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Mon Feb 22 00:34:21 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Feb 19 17:53:34 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Mar 05 21:01:06 2010 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Any help would be really appreciated. It's not only pinging the location of a Warband server, but any server, I'm getting pings that are just too high. I'm convinced that one of the symptoms of this is the response I'm getting when I'm running the diagnostic and the first hop of the tracert always timing out.
