Attempting to reconnect - xfinity

Technical Support
1

For the past 2 months I keep getting the attempting to reconnect message. Some days it doesn’t happen once and other days it happens every single game. Sometimes I can wait about a minute and the game will resume no issues. Other times I’ll be forced to drop my self. I did see the thread where people are having issues with netgear routers, but also additionally with comcast and spectrum as well. I did see one thread where the poster had the same internet provider and modem that I do, just we live in 2 different states complete opposite ends of the country.

Some changes to point out within the past 2 months:

  • I moved 30 miles to a new apartment within the same city
  • I am using a different modem/router, but same internet provider
  • Prior router/modem was netgear products, also on a wired connection
  • I built a brand new custom computer last week and that resulted in no changes either

Internet Provider: Comcast/Xfinity
Modem Make: ARRIS
Modem Model: TG3482G
Connect type: Wired
QoS: cannot modify
WMM: cannot modify

Here is the tracert, pathping, and WinMTR results:

tracert West


Tracing route to 24.105.30.129 over a maximum of 30 hops

  1    10 ms     9 ms     9 ms  96.120.101.113 
  2     9 ms    10 ms     8 ms  96.120.101.113 
  3     9 ms     9 ms    13 ms  96.110.248.101 
  4     9 ms     9 ms     9 ms  po-2-rur202.burien.wa.seattle.comcast.net [69.139.162.106] 
  5    10 ms    12 ms    10 ms  be-221-ar01.seattle.wa.seattle.comcast.net [69.139.162.53] 
  6    17 ms    11 ms    11 ms  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165] 
  7    15 ms    10 ms    10 ms  be-10847-pe02.seattle.wa.ibone.comcast.net [68.86.86.226] 
  8    11 ms     9 ms    11 ms  50.208.232.154 
  9    37 ms    33 ms    34 ms  ae1-br01-eqse2.as57976.net [137.221.73.33] 
 10    35 ms    37 ms    36 ms  xe-0-0-0-1-br01-eqsv5.as57976.net [137.221.65.40] 
 11    34 ms    34 ms    35 ms  et-0-0-29-br02-eqsv5.as57976.net [137.221.65.117] 
 12    36 ms    36 ms    36 ms  xe-0-0-1-1-br02-eqla1.as57976.net [137.221.65.6] 
 13    37 ms    48 ms    40 ms  137.221.68.93 
 14    32 ms    35 ms    41 ms  24.105.30.129 

Trace complete.

tracert Central


Tracing route to 24.105.62.129 over a maximum of 30 hops

  1     1 ms    <1 ms     1 ms  10.0.0.1 
  2    11 ms    11 ms    10 ms  96.120.101.113 
  3    11 ms     9 ms    34 ms  96.110.248.113 
  4    10 ms    18 ms    11 ms  be-221-ar01.seattle.wa.seattle.comcast.net [69.139.162.53] 
  5    26 ms    12 ms    10 ms  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165] 
  6    12 ms    10 ms    11 ms  be-10846-pe01.seattle.wa.ibone.comcast.net [68.86.86.90] 
  7    11 ms    12 ms    10 ms  66.208.229.226 
  8    69 ms    66 ms   159 ms  ae1-br02-eqse2.as57976.net [137.221.73.35] 
  9    71 ms    67 ms    67 ms  xe-0-0-1-1-br02-eqch2.as57976.net [137.221.65.42] 
 10    69 ms    66 ms    69 ms  et-0-0-1-pe02-eqch2.as57976.net [137.221.69.53] 
 11    68 ms    69 ms    68 ms  chi-eqch2-ia-bons-02.as57976.net [137.221.66.11] 
 12    66 ms    66 ms    68 ms  24.105.62.129 

Trace complete.

Pathping West



Tracing route to 24.105.30.129 over a maximum of 30 hops

  0  Nevan-New-PC.hsd1.wa.comcast.net [10.0.0.28] 
  1  10.0.0.1 
  2  96.120.101.113 
  3  96.110.248.101 
  4  po-2-rur202.burien.wa.seattle.comcast.net [69.139.162.106] 
  5  be-221-ar01.seattle.wa.seattle.comcast.net [69.139.162.53] 
  6  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165] 
  7  be-10847-pe02.seattle.wa.ibone.comcast.net [68.86.86.226] 
  8  50.208.232.154 
  9  ae1-br01-eqse2.as57976.net [137.221.73.33] 
 10  xe-0-0-0-1-br01-eqsv5.as57976.net [137.221.65.40] 
 11  et-0-0-29-br02-eqsv5.as57976.net [137.221.65.117] 
 12  xe-0-0-1-1-br02-eqla1.as57976.net [137.221.65.6] 
 13  137.221.68.93 
 14  24.105.30.129 

Computing statistics for 350 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Nevan-New-PC.hsd1.wa.comcast.net [10.0.0.28] 
                                0/ 100 =  0%   |
  1    1ms     0/ 100 =  0%     0/ 100 =  0%  10.0.0.1 
                                0/ 100 =  0%   |
  2   10ms     0/ 100 =  0%     0/ 100 =  0%  96.120.101.113 
                                0/ 100 =  0%   |
  3    9ms     0/ 100 =  0%     0/ 100 =  0%  96.110.248.101 
                                0/ 100 =  0%   |
  4   11ms     0/ 100 =  0%     0/ 100 =  0%  po-2-rur202.burien.wa.seattle.comcast.net [69.139.162.106] 
                                0/ 100 =  0%   |
  5   11ms     0/ 100 =  0%     0/ 100 =  0%  be-221-ar01.seattle.wa.seattle.comcast.net [69.139.162.53] 
                                0/ 100 =  0%   |
  6   13ms     0/ 100 =  0%     0/ 100 =  0%  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165] 
                                0/ 100 =  0%   |
  7   10ms    24/ 100 = 24%    24/ 100 = 24%  be-10847-pe02.seattle.wa.ibone.comcast.net [68.86.86.226] 
                                0/ 100 =  0%   |
  8   17ms     0/ 100 =  0%     0/ 100 =  0%  50.208.232.154 
                                0/ 100 =  0%   |
  9   39ms     0/ 100 =  0%     0/ 100 =  0%  ae1-br01-eqse2.as57976.net [137.221.73.33] 
                                0/ 100 =  0%   |
 10   39ms     0/ 100 =  0%     0/ 100 =  0%  xe-0-0-0-1-br01-eqsv5.as57976.net [137.221.65.40] 
                                0/ 100 =  0%   |
 11   32ms    18/ 100 = 18%    18/ 100 = 18%  et-0-0-29-br02-eqsv5.as57976.net [137.221.65.117] 
                                0/ 100 =  0%   |
 12   39ms    23/ 100 = 23%    23/ 100 = 23%  xe-0-0-1-1-br02-eqla1.as57976.net [137.221.65.6] 
                                0/ 100 =  0%   |
 13   38ms     0/ 100 =  0%     0/ 100 =  0%  137.221.68.93 
                                0/ 100 =  0%   |
 14   37ms     0/ 100 =  0%     0/ 100 =  0%  24.105.30.129 

Trace complete.

Pathping central



Tracing route to 24.105.62.129 over a maximum of 30 hops

  0  Nevan-New-PC.hsd1.wa.comcast.net [10.0.0.28] 
  1  10.0.0.1 
  2  96.120.101.113 
  3  96.110.248.113 
  4  be-221-ar01.seattle.wa.seattle.comcast.net [69.139.162.53] 
  5  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165] 
  6  be-10846-pe01.seattle.wa.ibone.comcast.net [68.86.86.90] 
  7  66.208.229.226 
  8  ae1-br02-eqse2.as57976.net [137.221.73.35] 
  9  xe-0-0-1-1-br02-eqch2.as57976.net [137.221.65.42] 
 10  et-0-0-1-pe02-eqch2.as57976.net [137.221.69.53] 
 11  chi-eqch2-ia-bons-02.as57976.net [137.221.66.11] 
 12  24.105.62.129 

Computing statistics for 300 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Nevan-New-PC.hsd1.wa.comcast.net [10.0.0.28] 
                                0/ 100 =  0%   |
  1    1ms     0/ 100 =  0%     0/ 100 =  0%  10.0.0.1 
                                0/ 100 =  0%   |
  2   10ms     0/ 100 =  0%     0/ 100 =  0%  96.120.101.113 
                                0/ 100 =  0%   |
  3   11ms     0/ 100 =  0%     0/ 100 =  0%  96.110.248.113 
                                0/ 100 =  0%   |
  4   12ms     3/ 100 =  3%     3/ 100 =  3%  be-221-ar01.seattle.wa.seattle.comcast.net [69.139.162.53] 
                                0/ 100 =  0%   |
  5   14ms     0/ 100 =  0%     0/ 100 =  0%  be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165] 
                                0/ 100 =  0%   |
  6   12ms     0/ 100 =  0%     0/ 100 =  0%  be-10846-pe01.seattle.wa.ibone.comcast.net [68.86.86.90] 
                                0/ 100 =  0%   |
  7   17ms     0/ 100 =  0%     0/ 100 =  0%  66.208.229.226 
                                0/ 100 =  0%   |
  8   13ms    19/ 100 = 19%    19/ 100 = 19%  ae1-br02-eqse2.as57976.net [137.221.73.35] 
                                0/ 100 =  0%   |
  9   74ms     0/ 100 =  0%     0/ 100 =  0%  xe-0-0-1-1-br02-eqch2.as57976.net [137.221.65.42] 
                               18/ 100 = 18%   |
 10  ---     100/ 100 =100%    82/ 100 = 82%  et-0-0-1-pe02-eqch2.as57976.net [137.221.69.53] 
                                0/ 100 =  0%   |
 11  ---     100/ 100 =100%    82/ 100 = 82%  chi-eqch2-ia-bons-02.as57976.net [137.221.66.11] 
                                0/ 100 =  0%   |
 12   72ms    18/ 100 = 18%     0/ 100 =  0%  24.105.62.129 

Trace complete.

WinMTR

Issue occurred while recording and I stopped it after I dropped my self from the game.



|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                                10.0.0.1 -    0 |  377 |  377 |    0 |   13 |   41 |   10 |
|                          96.120.101.113 -    1 |  373 |  372 |    8 |   14 |   37 |   14 |
|                          96.110.248.101 -    1 |  373 |  372 |    8 |   13 |   34 |   15 |
|po-2-rur202.burien.wa.seattle.comcast.net -    1 |  373 |  372 |    7 |   13 |   35 |   10 |
|be-221-ar01.seattle.wa.seattle.comcast.net -    1 |  369 |  367 |    8 |   15 |   46 |   11 |
|be-33650-cr01.seattle.wa.ibone.comcast.net -    1 |  373 |  372 |    9 |   16 |   47 |   17 |
|be-10847-pe02.seattle.wa.ibone.comcast.net -    1 |  373 |  372 |    9 |   14 |   47 |   16 |
|                          50.208.232.154 -    1 |  373 |  372 |    9 |   19 |   85 |   18 |
|              ae1-br01-eqse2.as57976.net -    1 |  373 |  372 |   33 |   41 |   91 |   48 |
|       xe-0-0-0-1-br01-eqsv5.as57976.net -    1 |  373 |  372 |   32 |   41 |  140 |   57 |
|        et-0-0-29-br02-eqsv5.as57976.net -    1 |  373 |  372 |   32 |   41 |  152 |   40 |
|       xe-0-0-1-1-br02-eqla1.as57976.net -    1 |  373 |  372 |   33 |   44 |  151 |   62 |
|                           137.221.68.93 -    1 |  373 |  372 |   33 |   43 |  164 |   40 |
|                           24.105.30.129 -    1 |  373 |  372 |   32 |   36 |   61 |   35 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
2

Hey, Ainevakno! Thank you for the details provided here and the connection tests. The average latency for a wired connection is quite high for US West.

 1    10 ms     9 ms     9 ms  96.120.101.113

| 10.0.0.1 - 0 | 377 | 377 | 0 | :warning: 13 | 41 | 10 |

This typically means that something is happening with the home network. Let’s try a network reset:

  1. Click on the Start Menu
  2. Select on the Settings :gear: option.
  3. In the Windows Settings, click on “Network & Internet”
  4. Near the bottom of the new window, click on “Network Reset”

If it continues, check the modem for any firmware updates. In some situations with the Arris modem, it may require contacting the ISP for an update or checking the manufacturer’s manual (or website) for the firmware.

With the QoS and WMM settings, are they both enabled or disabled? Typically if you can’t adjust these settings to play around with, the ISP can help out with toggling these features or giving the proper options to do so :slight_smile:

We’re still tracking the netgear issue, but it may still be a concern with how Comcast/Spectrum is handling our data or vice versa. We just need a bit more information still to determine the exact cause. If you wanted to send the details over to me on this post under the subject ATTN: Caterpepi - SC2 Comcast [11007], we can compare the data that we have so far and see if anything might give us clues on the re-connection issues.