C

Visitor

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3 Messages

Tue, Sep 28, 2021 4:37 AM

Extreme packet loss and gateway speed decreased

When playing any game that requires internet I get a constant >2% packet loss upto around 20% (ethernet) using the gateway XB3, when this happens I check my speed to the gateway using the Xfinity app and instead of 200mbs it gives me <10 mbs and I perform the restart to get the right speed only 10-15 minutes later I redo the same test and am back down to them telling me to restart the gateway.

EG

Expert

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89.9K Messages

1 m ago

What do the gateway device's signal stats look like ? 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.

EG

Expert

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89.9K Messages

1 m ago

The higher frequency downstream channel power levels are too low / weak / out of spec. And the SNR's are too low / out of spec. Looks like there is a case of "cable tilt" going on here.

That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

Visitor

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3 Messages

1 m ago

Is there a link or something that I can see what normal values would be so I can try the other location in my house before rewiring it all.

Official Employee

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198 Messages

@CorAgnew

 

 

I wanted to check in and see if you were still having issues with packet loss while playing your game. If you still need help, I would be happy to troubleshoot your service with you to make sure you have a solid signal going to your home. 

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
EG

Expert

 • 

89.9K Messages

@XfinityDaryl

FWIW, we have already established that the signal is not "solid".. There is an impairment.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
EG

Expert

 • 

89.9K Messages

1 m ago

Yes. This is from the Troubleshooting Tips pinned topic at the top of this help board;

Specification      Min             Max
Downstream Power Level    
Cable Modems -10dBmV +10dBmV
Gateways and EMTAs -7dBmV +7dBmV
Downstream Signal to Noise Ratio 35dB -
Upstream Power Level +35dBmV +50dBmV
Upstream Signal to Noise Ratio 31dB -
Upstream Receive Power -2dBmV +2dBmV

 

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