Unpredictable Packet Loss Spikes on Entire Home Network

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Zehnsik

Andrew
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Joined
Mar 18, 2017
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Hello, I've been having an issue with my network recently ever since I moved into a new house. My configuration was the same, but after a few days my internet started getting wonky. I did a ping test through command prompt and would get "Request timed out" for the duration of about 3-5 seconds; this would happen at random times throughout the day. I later did ping tests on two Windows 10 computers at the same time and concluded that the spikes were happening at the same time on the entire network.

It is very odd, because it's not predictable at all. I could go hours or days before a spike happens, or it could happen frequently (It is rather random). Also, every once in a while, my internet will start cutting out with what seems like varying amounts of packet loss for a minute or more, but this has only happened a few times. Regardless, it is getting on my nerves because I do things that require a stable connection, like games, or hosting a server. I'm really hoping it is something I can fix myself (local) since I don't want the hassle of contacting Comcast, though it may likely come to that. (I came here on the chance that maybe I could sort out the possibility of a local issue first)

Please let me know what you think I can do to fix this once and for all. I'm open to any suggestions, and I'm hoping it doesn't involve calling Comcast... so if there are any easy fixes or suggestions, then those should come first. I'll be happy to provide any information that is needed, but I am only moderately tech savvy with minimal networking experience, so you might have to tell me how to do it (e.g. obtaining logs).

General Troubleshooting Info:
- I have tried the following with no results:
  • Using a wired connection over wireless.
  • Rebooting the router and modem.
  • Changing my Arris SURFboard (Acting as the modem) to bridged mode.
  • Checking for new firmware on my router (There was none).

Network Info:
Modem: Arris SURFboard, model SBG6580
Router: Netgear Nighthawk X6, model R8000
ISP: Comcast

System Info (My main PC):
Tech Support Guy System Info Utility version 1.0.0.4
OS Version: Microsoft Windows 10 Home, 64 bit
Processor: Intel(R) Core(TM) i7-6700 CPU @ 3.40GHz, Intel64 Family 6 Model 94 Stepping 3
Processor Count: 8
RAM: 32704 Mb
Graphics Card: NVIDIA GeForce GTX 1070, -1 Mb
Hard Drives: C: 237 GB (111 GB Free); D: 1862 GB (1283 GB Free);
Motherboard: Acer, Predator G3-710
Antivirus: Avast Antivirus, Enabled and Updated
 
Joined
Sep 21, 2007
Messages
12,429
Who are you pinging? I would do 2 pings : one to the router, and another to a site on the internet. That way, if the ping to the router drops traffic, then you can isolate the problem further.

Your ISP typically can only fix problems from their end to your modem. They might not fix problems internal to your network, or they may charge extra for it.
 

Zehnsik

Andrew
Thread Starter
Joined
Mar 18, 2017
Messages
18
I have been using Google’s address (8.8.8.8) to do ping tests. And you’re right, I should ping my router, too. Next time I’m on my computer I’ll be sure to do that.

As far as I can tell it’s on Comcast’s end, but I needed an expert opinion and didn’t want to jump to conclusions. And yeah, I realize they probably wont fix a local issue, which is why I’m trying to narrow it down first.

I’ll keep you posted. Thanks for the reply. —Andrew
 

Zehnsik

Andrew
Thread Starter
Joined
Mar 18, 2017
Messages
18
I haven't noticed any packet spikes for the past few days, and I've been doing ping tests on my router, as well as Google. It's a bit too early to say whether this issue has resolved itself or not, so I'll wait a week or so before making a decision. However, my intuition has led me to believe that there may have been some problems with a cable nearby and that Comcast may have fixed it.

Still too early to tell, but that's the update. —Andrew
 
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