Network problems persist despite Comcast's assistance
Network problems persist despite Comcast's assistance
Hi there, I've been facing some problems with my home network for about six months now. I’m not super technical, but I’ve set up two personal computers and know a bit about how they work. I’m not familiar with advanced networking stuff, though. My setup uses a wired Netgear modem/router connected to one computer, and the other two laptops connect wirelessly. We keep getting messages like “download stopped because of network loss,” especially when playing games or streaming. When I try direct connection to games like CSGO or Dota2, lag is really bad—lasts a few hours then improves slightly, but then it gets worse again.
I’ve checked almost every cable in the house (the ones that are visible), replaced coax splitters and Ethernet ports, even though the modem is only about a year old. Still nothing works. Comcast has been unreliable too; they keep saying something’s wrong but can’t pinpoint the problem. The router is new, costing around 300 dollars, but it hasn’t fixed things either.
Recently I switched to a basic Motorola model (SBG6580) to see if that would help, but the issues persist. Online gaming is nearly impossible—ping times are around 160 ms on good days, and even when I ping the gateway, I get slow responses. Connecting the coax back in didn’t improve things much either.
I’m not sure if these results matter for troubleshooting, but I tried a few tests and still don’t have clarity. I haven’t tried the Motorola yet because I haven’t reconnected it. I think there might be an issue with Comcast’s network upstream, but I’m hoping to get some advice before calling them again. Any suggestions would be really appreciated. Thanks for your help!
You reside in an area where Comcast's network might be the source of the problem. When connected via Ethernet, you've considered plugging directly into the router without going through wall cables. Have you adjusted your DNS settings to 1.1.1.1 or 1.0.0.1 on the router? Sometimes IPS DNS can fail, so switching to a more reliable service is advisable.
When you ping the router, you mentioned receiving responses faster than 60 milliseconds. That’s definitely not ideal. I recommend investing in a high-quality router and modem yourself. They typically cost over $100 USD each. By doing so, you could save around $10 per month, as companies often charge extra for the rental of these devices.
you should check the connection status when you ping the modem. it doesn't really matter if the internet is connected or not—just ensure the modem is properly powered and reachable. since your modem is owned by Comcast, you might want to confirm its location and whether it's within range of a Comcast node. you're currently using a direct Ethernet connection without going through walls, which should help. don't change any router settings unless instructed; if you need DNS changes, check the router's admin panel instead. thanks for your questions!
Run the ping command on the gateway's IP in CMD. Aim for less than 15ms for a basic connection and under 8ms with a top-quality router. Check if your modem is built-in or if you have a separate router. Edi: open Command Prompt and type ipconfig to get the router's default gateway.