Constant 1-15 second packet drop/loss

Just a little over a week ago I began having issues with my internet dropping for 1-15 seconds at a time. I thought it was just the modem that was dying so I replaced it which did not fix the issue. A neighbor, who is a Comcast tech. came over and looked at the line coming into the house and into the modem and couldn't find any issues and said all of the connections looked good so I turned to the modem logs to see if anything was unusual there. The modem logs show 20k+ IPv6 firewall connections being dropped a DAY. I'm using a cat 6A directly into the modem from all devices and even bought new ones to make sure that wasn't the issue. I've already spoken with support via live chat and they said they couldn't find any issues from their end so I guess this is my last hope as I can't even stay connected to google meetings calls. I've also noticed a large number of these coming up lately on this forum. I have no changed any settings with the firewall so it is just set to typical. I have also disconnected all devices except my MacBook Pro which has a clean install of OSX.

Here is the log for the past 3 days (got the modem Thursday afternoon).

FW.IPv6 FORWARD drop , 2402 Attempts, 2021/4/25 11:27:01	Firewall Blocked
FW.IPv6 INPUT drop , 2089 Attempts, 2021/4/25 11:27:01	Firewall Blocked
FW.IPv6 FORWARD drop , 8536 Attempts, 2021/4/24 18:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 3720 Attempts, 2021/4/24 18:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 4919 Attempts, 2021/4/23 18:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 22546 Attempts, 2021/4/23 18:58:01	Firewall Blocked
FW.WANATTACK DROP , 2 Attempts, 2021/4/23 15:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 2262 Attempts, 2021/4/22 18:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 1950 Attempts, 2021/4/22 18:58:01	Firewall Blocked

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Responses

EG

Expert

•

111.5K Messages

4 years ago

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

2

0

ChrisS3

Frequent Visitor

•

7 Messages

@EG I appreciate the quick reply.

Downstream

Index	29	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	30	31	32	33
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
Frequency	651 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	657 MHz	663 MHz	669 MHz	690000000
SNR	42.2 dB	41.8 dB	41.8 dB	41.8 dB	41.9 dB	42.0 dB	41.5 dB	36.3 dB	36.9 dB	37.9 dB	37.8 dB	38.1 dB	40.4 dB	40.8 dB	37.2 dB	38.0 dB	38.9 dB	41.7 dB	41.9 dB	40.2 dB	41.4 dB	42.3 dB	42.5 dB	42.1 dB	41.6 dB	41.9 dB	42.2 dB	42.0 dB	42.5 dB	42.6 dB	42.6 dB	NA
Power Level	9.4 dBmV	8.1 dBmV	7.5 dBmV	7.4 dBmV	7.6 dBmV	8.4 dBmV	7.7 dBmV	7.7 dBmV	8.1 dBmV	9.3 dBmV	8.3 dBmV	8.5 dBmV	10.1 dBmV	9.9 dBmV	9.2 dBmV	8.6 dBmV	9.8 dBmV	10.3 dBmV	9.8 dBmV	9.5 dBmV	10.7 dBmV	10.7 dBmV	11.0 dBmV	9.8 dBmV	10.1 dBmV	10.6 dBmV	11.4 dBmV	9.4 dBmV	10.0 dBmV	10.5 dBmV	9.5 dBmV	NA
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream

Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	46.0 dBmV	45.5 dBmV	45.0 dBmV	44.5 dBmV	48.3 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

Codewords (not sure if this helps you at all)

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
Unerrored Codewords	1670100259	2698763650	2699513537	2760130421	2769080015	2769242426	2769171183	2759950418	2759905640	2690339931	2760010672	2759841448	2769323685	2759881380	2769353344	2769316950	2769398411	2769280473	2769313452	2769437454	2769439177	2769437156	2760526791	2769457469	2769464897	2769462133	2769452670	2769452535	2769496303	2769461851	2769478646	1670100259
Correctable Codewords	1297151145	15343	16955	12824	16363	17810	17818	8610	13635	4530	6097	9948	20154	3850	18978	18888	18176	15221	15137	16563	16584	16723	16857	21749	25088	28047	28853	36008	25192	28231	36496	1297151145
Uncorrectable Codewords	11145	43521	51144	33112	49284	48389	48223	15123	17078	9412	12323	10685	54693	9084	39830	40871	47374	42815	39170	35981	39345	44946	42132	39950	33426	39915	48680	46714	31095	40559	48263	11145

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:8192 MB

Download Version:Prod_19.3_d31 & Prod_19.3

(edited)

4 years ago

0

XfinityJeniece

Official Employee

•

3.3K Messages

Hey there, @ChrisS3, thanks for reaching out through our Xfinity Forums platform! We definitely want to ensure you are getting the best connection especially if your current connection is causing issues connecting in your Google meetings. That must be super frustrating! You have reached the right place and we would be happy to roll up our sleeves and take a deeper look at your connection.

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

4 years ago

EG

Expert

•

111.5K Messages

4 years ago

Stats are o/k. The downstream power is a bit on the high side but I don't think that it is the root cause of the problem.

Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

(edited)

3

XGuy1

Contributor

•

36 Messages

What was the resolution? Be nice to know. This issue has been posted so many times in the xfinity forums, for a very long time, without any resolution or even a response response from comcast. I too am having the same problem.

4 years ago

0

XfinityJeniece

Official Employee

•

3.3K Messages

Hey there, @Anon126539, thanks for reaching out through the Xfinity Forums platform regarding the issues with your connection issues. We would be happy to help with troubleshooting your account and taking a look at your connection. Can you please send us a Private Message so we can take a look at your connection?

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

4 years ago

0

U

user_1f4765

Visitor

•

4 Messages

@Anon126539 I'm having the same problem as well smh for the past month and a half have you happen to run into a solution?

4 years ago

0

Your Home Network

ChrisS3

Constant 1-15 second packet drop/loss

EG

ChrisS3

Cable Modem

XfinityJeniece

EG

XGuy1

XfinityJeniece

user_1f4765

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