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strahan34's profile

New Member

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6 Messages

Saturday, June 3rd, 2023 4:17 AM

Constant packet loss issues persisting even after ISP switch

I have been having constant packet loss issues for about 2 or 3 months now. It started with xfinity, using their XB7, 1200 mbps down and 10 up, and using ethernet cables. I am now using the BGW210-700, new CAT6 ethernet cables, and have 50mbps down 10 up. I have contacted support and they said that it was a line to modem sync issue, but I never received the new router they said they shipped, and I am not so sure its a modem problem anyways considering this has been happening with xfinitys modem. In game it is only saying 0.02% packet loss, but it has never shown anything below 1% before, and it is affecting the way the game is running. When I test the speed and statistics on my xbox, it shows 1%. It is also happening on my PC. This started happening immediately after my internet was cut on, and has gotten better since then, but it is still an issue. A tech came out and said he could not find an issue and to just try the modem that they sent, but the modem I was supposedly sent is not even in my orders. 

I have tried prioritizing the affected devices, opening the ports, using passthrough, disabling the firewall, and disabling IPv6, and none have helped. I have also noticed that while playing, "generic discards" and "Invalid IP packets".

I have yet to find any help with this issue so any help is much appreciated!

Community Support

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221.2K Messages

4 months ago

Hello @strahan34, we are happy to assist you with getting your package loss.

 

 

We would suggest that you do a factory reset of your gateway. Here are some steps you would take:

  1. Press and hold the gateway Reset button for at least 10 seconds. If you let go before 10 seconds, the gateway will reboot, but it won’t reset.
  2. Wait until the gateway restarts and all the status lights are lit. 
  3. See if the Broadband or Service status lights are solid green. If so, the reset worked.

 

When you get ready to reset Heads UP: Be sure to jot down your static IP address if you have one , or your Wi-Fi network name (SSID). You can then change it back after the factory reset if you would like to. We also suguest that you run a traceroute to the game server.

 

 

Let us know how that works for you and if you have any other question or concerns please don't hesitate to reach out to us.

 

 

DemetriaC, AT&T Community Fourms Specialist

 

 

New Member

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6 Messages

4 months ago

didnt fix anything

New Member

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6 Messages

4 months ago

Traceroute to game server

ACE - Professor

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4.5K Messages

4 months ago

Your stats look fine.  

And the Xbox is hardwired to the gateway?

New Member

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6 Messages

4 months ago

Both xbox and PC are. Still getting 1% packet loss to the game servers on both. Packet loss isnt as frequent on wifi, but when it does happen, it is more noticeable in games.

New Member

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2 Messages

4 months ago

whats your dns server?

ACE - Professor

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4.5K Messages

4 months ago

I assume he’s using the default, however trying another DNS isn’t a bad suggestion.  

@strahan34 

You’re correct getting another gateway won’t change anything, but if you wanted to simulate what that would be like, just factory reset the one you have.   

Besides another DNS, do you have access to a VPN on the PC to do a test with?

New Member

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6 Messages

3 months ago

I do not have a VPN to try. I am also using the google DNS but have tried cloudflares as well. Factory resetting the router did help for a couple of hours, but it hasn't worked the last two times I have tried it. I have noticed my FEC errors are reaching 4000 in 15 minutes when my games are feeling worse than normal, and I am getting 1135552 in one day. I have been told this isn't an issue, but it seems to be the only factor that is consistent when the game doesn't feel right. There is no packet loss, but some latency variation.

New Member

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6 Messages

3 months ago

It felt tolerable until today. 

New Member

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2 Messages

3 months ago

With your information provided here, it seems you've attempted various troubleshooting steps and requested assistance from your ISP. Since your issue persists after switching ISPs and modems, reaching out again to their support team might prove useful; provide all pertinent details, including that your issue started with another provider (if known), informing them that the problem began there as they may need to investigate further or escalate it upstream to their technical department for additional analysis.

Notably, it would also be useful to conduct network connection tests using different devices or locations in order to see if packet loss persists; this will enable you to ascertain whether it's specific to your setup or part of a wider issue within your network infrastructure.

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