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user_41e54d
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Tuesday, September 5th, 2023 4:38 AM

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Bad packet loss for a few months.

Have had intermittent packet loss that is really disruptive for a few months. I have exchanged my old gateway for a new one at xfinity store but it didnt help. Tried different ethernet cable to see if it was my pc but it happens on all devices, wired and wifi. Never had an issue before. Spikes up to 60+ percent packet loss.

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2 years ago

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EG

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110.9K Messages

2 years ago

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user_41e54d

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@EG​ Hello, thanks for the response. I’ve already gone through a lot of the troubleshooting steps but not entirely sure what the issue is. Here are my event logs.

FW.IPv6 INPUT drop 
, 164888 
 Attempts, 2023/9/5 18:31:06 Firewall Blocked 

FW.IPv6 FORWARD drop 
, 1438 
 Attempts, 2023/9/5 18:31:06 Firewall Blocked 

FW.WANATTACK DROP 
, 2 
 Attempts, 2023/9/4 20:38:07 Firewall Blocked 

DHCPv6[14249]: 72001011-DHCPv6 - Missing Required Option 82 
 2023/9/4 19:10:00 Critical 

DHCPv6[14249]: 72001011-DHCPv6 - Missing Required Option 82 
 2023/9/4 19:10:00 Critical 

DHCPv6[14249]: 72001011-DHCPv6 - Missing Required Option 24 
 2023/9/4 19:10:00 Critical 

DHCPv6[14249]: 72001011-DHCPv6 - Missing Required Option 24 
 2023/9/4 19:10:00 Critical 

DHCPv6[14249]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times 
 2023/9/4 19:10:00 Critical 

This issue has persisted after getting a new gateway and affects all devices connected to the network. I suffer packet loss sporadically throughout the day for 3-6 minutes at a time.

2 years ago

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EG

Expert

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110.9K Messages

2 years ago

Those entries are unhelpful as they are router component errors, not modem component RF errors. 

What is the exact make and model number of the modem / gateway device ?

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

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user_41e54d

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3 Messages

@EG​ It is an ARRIS Group model TG4482A

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
0
159
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
381000000
387000000
393000000
399000000
405000000
411000000
417000000
423000000
429000000
435000000
441000000
447000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
692800000
SNR
40.366287
40.946209
40.366287
40.366287
40.366287
40.366287
38.983261
40.366287
40.366287
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.366287
40.946209
40.366287
40.366287
38.983261
38.983261
40.366287
40.366287
38.983261
40.366287
38.983261
40.366287
40.366287
38.983261
40.366287
38.983261
38.983261
40.72 dB
Power Level
10.099998
10.199997
10.099998
10.099998
10.099998
9.800003
9.800003
9.900002
9.900002
9.900002
9.800003
9.900002
9.699997
9.599998
9.599998
9.599998
9.300003
9.500000
9.400002
9.300003
9.199997
9.300003
9.199997
9.400002
9.300003
9.400002
9.300003
9.400002
9.300003
9.300003
9.300003
9.300003
8.900002 dBmV
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35600000
39600000
16400000
22800000
29200000
Symbol Rate
5120 KSym/sec
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
40.020599
39.500000
45.020599
42.520599
41.520599
Modulation
64QAM
64QAM
64QAM
32QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

2 years ago

0

EG

Expert

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110.9K Messages

2 years ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.


The downstream power is too high. It may be over-driving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.


Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;


https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ  


It won't affect the upstream power level which is within spec. Good luck !

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