Having A Fairly Annoying Issue (SOLVED!!)

[PAFirefighter11]

I have Comcast, a MacBook with OS-X Snow Leopard on Safari, and a Dell laptop with Windows XP and Firefox/Chrome. I am running a Motorola SBG901 Surfboard dual modem/router. Web pages are taking forever to load. Comcast.com took me a good 4 minutes and 45 seconds to load their main page when I was trying to load their website to complain to their CS team. I have a Comcast tech coming out on Thursday to run a FLUKE test and check the line from the pole to the house. I just ran a speed test via Speedtest.net to check what my speeds are since they seem incredibly slow. Here's what I got:

http://www.speedtest.net/result/1159221055.png

http://www.speedtest.net/result/1159238949.png

From what I see there, that is fairly normal and not slow. Yet, as I type this, it is taking me more than a minute just to load GMail, Facebook, etc. I have rebooted the router 10+ times, same with the PC/Mac, among other things. Speeds are the same through wireless or wired with an Ethernet cable. Any thoughts/idea's??

Thanks!

EDIT (3/1/11):
Comcast came out. Verified, with their diagnostic tool, that issues did exist with the line. The tech was real cool (and a Mac dude) and rewired/rerouted my main line. This boosted the download and upload speeds per his computer. He checked my MacBook, confirmed it was fine. I can run my MacBook at coffee shops and friends houses and it's blazing fast, so that was ruled out. I ran a ping test after the tech was finished. Still had 58% packet loss. Browsing speeds still killing me. Figured it has to be the Gateway at this point. Replaced my Motorola SBG901 (b/g) with a Motorola SBG6580 (b/g/n) router/modem. Speeds have slightly, though it still takes a while to browse and website timeouts are still happening. It did improve to the point where I can watch a Netflix movie at 1am (Pertinent as this is a time of less 'net activity in my general area) with it freezing/skipping every few minutes. I ran another ping test and I am STILL seeing a 58% packet loss. Wtf???? Does this mean it's Comcast who is causing this issue??

EDIT (4/17/11):
It seems I found the packet loss issue! I'm just hanging out, decided to Google search packet loss again and I found this: http://mediacomcable.com/CustomerSupport/forum/index.php?topic=1684.0

So, I went ahead and checked my router settings. From the factory Motorola has IP Flood Detection checked. So, I unchecked it and applied the settings. I then ran another Ping test and go this result:
http://www.pingtest.net/result/38968650.png
http://www.speedtest.net/result/1256528894.png

[DPancoast]

Sometimes if your connection is "fine" it's your actual computer(s) that are the problem.

[inteva6184]

http://www.speedtest.net/result/1159249471.png (http://www.speedtest.net)

Pshhh silly comcast. That is odd your dl speeds arent that bad I am surprised youre running into those problems on both computers. It seems like you did but have you tried to get it as basic as possible by removing all but one computer and connecting it only with the ethernet cable? I had problems like that every once in awhile with comcast and I never figured out what the issue was. Good luck

[Elliott18t]

do a ping test


http://www.pingtest.net/

[PAFirefighter11]

do a ping test


http://www.pingtest.net/

http://www.pingtest.net/result/34706921.png
http://www.pingtest.net/result/34707301.png

Philly for good measure:
http://www.pingtest.net/result/34710725.png

58% packet loss, does this mean there is an issue in the line??

[mckpat03]

I found this with a Google search: Line Quality (http://www.pingtest.net/learn.php). Also, I don't really know anything about how the internet works, but after reading a little bit about packet loss, it looks like that is really hurting you.

[bordin34]

http://www.pingtest.net/result/34720713.png (http://www.pingtest.net)

[King Edwin]

so the pages take long to load to both the mac and pc? are you using wifi or direct connect with a ethernet cord? see if you can use a different ethernet cable and re-test, update the firmware of your router and re-test, update the wifi and NIC device drivers on your mac and pc and re-test, see if any of that helps, do you run firewall software on those computers? are they up to date? sorry for the barrage of questions but its stuff to try lol

[PAFirefighter11]

so the pages take long to load to both the mac and pc? are you using wifi or direct connect with a ethernet cord? see if you can use a different ethernet cable and re-test, update the firmware of your router and re-test, update the wifi and NIC device drivers on your mac and pc and re-test, see if any of that helps, do you run firewall software on those computers? are they up to date? sorry for the barrage of questions but its stuff to try lol

Correct on the pages taking forever to load on both the PC and the Mac. This is both with WiFi and connected via an Ethernet cable. I only used the cable to confirm the page loading issue was not a wireless only issue. I have other Cat9 cables I will try. Firmware on my router cannot be updated unless it's Comcast who does it. I updated the OS and browser on my Mac last night, nothing changed. I am 99% sure it's on Comcast's end. Packet loss, from what I have been told, is typically on the service providers line. Comcast will be out tomorrow to check the lines, so we'll see what they find out.

[jpalamar]

Check the lines and maybe consider reformating one of the computers to see if its a simple software/driver issue.

[PAFirefighter11]

Check the lines and maybe consider reformating one of the computers to see if its a simple software/driver issue.

I checked them last night. The lines coming in from the pole to the splitting and splitting into the house are in fairly bad shape. I am assuming Comcast will find the problem there tomorrow :) Let's hope!

[igo4bmx]

packet loss is never ever good.

even with the troll post above about saying comcast is silly and boasting his fios numbers- your bandwidth speeds are fine and shouldn't be the factor.

[PAFirefighter11]

packet loss is never ever good.

even with the troll post above about saying comcast is silly and boasting his fios numbers- your bandwidth speeds are fine and shouldn't be the factor.

I was going to counter with our Fios Business Class speeds here at work, but our firewall won't let me :( I figure things will be resolved tomorrow once the tech shows up.

[inteva6184]

packet loss is never ever good.

even with the troll post above about saying comcast is silly and boasting his fios numbers- your bandwidth speeds are fine and shouldn't be the factor.

Speaking of trolls way to repeat what I already said. Note the "your dl speeds arent that bad I am surprised youre running into those problems on both computers". But thats good have fun with your comcast love.

[PAFirefighter11]

I miss FiOS :( lol

[EvlEgl]

packet loss is never ever good.

even with the troll post above about saying comcast is silly and boasting his fios numbers- your bandwidth speeds are fine and shouldn't be the factor.

LMAO...are you serious? Dude Fios ****S on Comcast.

This is my Fios And I'm Wireless at the Moment.

http://www.speedtest.net/result/1160951775.png (http://www.speedtest.net)

If I go with a wired connection my DL jumps up to about 20 - 22 MB/S

How's the Hatorade taste?

[EvlEgl]

Just to be a Dick

San Jose CA Server

http://www.speedtest.net/result/1160955301.png (http://www.speedtest.net)

And I'm right there with Crapcast.

And Honolulu just for that extra **** you

http://www.speedtest.net/result/1160958249.png (http://www.speedtest.net)

[inteva6184]

I miss FiOS :( lol

Haha I know what you mean I am lucky to have it where I live. Comcast isnt all that bad speed wise I just got totally fed up with their service.

[OMGz Turbo]

After i have had fios for this last year i will never return to comcast...my comcast stats were a 1/3 of these for the SAME prices

http://www.pingtest.net/result/34799693.png (http://www.pingtest.net)

http://www.speedtest.net/result/1161063697.png (http://www.speedtest.net)

[PAFirefighter11]

So Comcast came out to fix it and found an issue. The tech rerouted the lines as I was going through about 4+ splitters, now it's just 1. Whatever the case, it worked alright for a few days and is back to being crap again, I think even worse than before. Here is a copy of my router's event log for today:

Time Priority Description
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link dormant - not currently active
Mon Feb 21 18:32:26 2011 Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Notice (6) Ds Lock Failed - Reinitialize MAC...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Warning (5) ToD request sent - No Response received
Time Not Established Notice (6) Ds Lock Failed - Reinitialize MAC...
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link dormant - not currently active
Mon Feb 21 18:30:19 2011 Notice (6) Modem Is Shutting Down and Rebooting...
Mon Feb 21 18:30:19 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Feb 21 18:30:19 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Mon Feb 21 18:30:19 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Mon Feb 21 18:30:15 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Mon Feb 21 18:30:14 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Mon Feb 21 18:30:11 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Mon Feb 21 18:30:10 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Mon Feb 21 18:30:09 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Mon Feb 21 18:29:59 2011 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Mon Feb 21 05:10:05 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Critical (3) No Ranging Response received - T3 time-out (US 8)
Time Not Established Notice (6) Ethernet link dormant - not currently active
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link dormant - not currently active

So what's my next line of attack? Try a different router? I know my Mac is not at fault here as it works fine on all my friends networks, etc.

[EvlEgl]

This should be your next line of attack

https://www22.verizon.com/Residential/Internet/

[PAFirefighter11]

This should be your next line of attack

https://www22.verizon.com/Residential/Internet/

Not an option.

[PAFirefighter11]

Chatting with Motorola's Live Chat Rep to see if I can update the firmware. I can't find anywhere to download the latest version...

[PAFirefighter11]

And even more fun...

Per Motorola:
Cable Service Providers or MSO's control the firmware on the cable modems. Any and all firmware upgrades to your Motorola cable modem, or any DOCSIS cable modem, is completely under the control of the cable operator. Motorola does not, nor is capable of, controlling the firmware upgrade process. You should contact your cable operator for details or issues with their plan to upgrade your cable modem.

Per Comcast:
Esperanza> As per checking, we cannot upgrade the firmware of your equipment and it is done by the manufacturer.
Esperanza> In your case, it is done my Motorola. We can only provide the internet connection.
Esperanza> I see. As per checking we do not upgrade or update equipment firmwares since we do not have direct access to it and we only provide internet connection to it.

[Elliott18t]

comcast : catch-22.

[EvlEgl]

Not an option.

Next Option.

Move

[PAFirefighter11]

My same MacBook but at my buddies place:
http://www.pingtest.net/result/35562116.png

Modem/Router or Comcast as I was suspecting. I wish I had more free time to try to get this crap fixed.

[PAFirefighter11]

Bump for the edit in my original post.

[OMGz Turbo]

Dude your ****ed. lol

[PAFirefighter11]

Dude your ****ed. lol

Hahah, I am sure I will give up eventually, but I want to know what is causing this packet loss. If it's on Comcast, I need to get them out here again. If I was in my buddies local (He contracts for them) he could take care of getting things fixed, but he said they GPS track them through the day and he wouldn't be able to get out of his area.

[OMGz Turbo]

Hahah, I am sure I will give up eventually, but I want to know what is causing this packet loss. If it's on Comcast, I need to get them out here again. If I was in my buddies local (He contracts for them) he could take care of getting things fixed, but he said they GPS track them through the day and he wouldn't be able to get out of his area.

Not like he couldn't just stop by with his tools or anything right lol

[PAFirefighter11]

Not like he couldn't just stop by with his tools or anything right lol

That's the issue! They have to bring the tools back at the end of the work day.

[PAFirefighter11]

More fun.. this is me on my MacBook tethered to my HTC Thunderbolt:
http://www.pingtest.net/result/37209804.png

It downloads up to 15-16 Mbps but then my MacBook freezes, lol, then the test is over and it show these final results:
http://www.speedtest.net/result/1210209703.png

[PAFirefighter11]

Bump. Check the OP for resolution!