jenqu2525's profile

New Poster

 • 

1 Message

Wed, Dec 30, 2020 10:00 AM

Frequent packet loss - Modem errors

I have been experiencing packet loss issues since 12/26. I had reported the issue to support and  a technician visit scheduled for 12/28. I purchased and activated a new modem in preparation for the appointment, but the issue remained.

 

On the morning of the 28th I received an automated phone call that the issue had been resolved. I checked my packet loss to my next hop, and it had been resolved. I canceled the technician visit. On the morning of the 29th, the issue re-occurred, and the status portal reported that there was an outage in the area, so I did not contact support. The outage was cleared, and my packet loss was once again normal.

 

This morning, the 30th, the issue is again back. After a couple of support chat sessions, I have another appointment with a technician.

 

Packet loss between 20-40% makes WFH telephony very difficult. And having it occur on 2 different modems, and be occasionally resolved makes me think it is a cable plant issue.

 

I have no splitters and only one cable that is less that 30' in length going directly to the cable modem.

Current modem is SB6190

Standard Specification CompliantARRIS DOCSIS 3.0 Cable Modem / Retail
Hardware Version3
Software Version9.1.103AA65L
Cable Modem MAC Address48:4E:FC:71:62:7B
Serial NumberAA93J5339305483

 

 

Status

Up Time0 d: 0 h: 50 m
Product Runtime0 d: 10 h: 00 m

 

 

Modem errors (Both modems had the same errors logged)

Wed Dec 30 10:41:54 2020    3          Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=48:4e:fc:71:62:7b;CMTS-MAC=00:56:2b:77:da:b1;CM-QOS=1.1;CM-VER=3.0;

Wed Dec 30 10:42:54 2020    3          No Ranging Response received - T3 time-out;CM-MAC=48:4e:fc:71:62:7b;CMTS-MAC=00:56:2b:77:da:b1;CM-QOS=1.1;CM-VER=3.0;

Wed Dec 30 11:29:42 2020    6          TLV-11 - unrecognized OID;CM-MAC=48:4e:fc:71:62:7b;CMTS-MAC=00:56:2b:77:da:b1;CM-QOS=1.1;CM-VER=3.0;

The previous log was during the chat support session

Wed Dec 30 11:32:21 2020    3          No Ranging Response received - T3 time-out;CM-MAC=48:4e:fc:71:62:7b;CMTS-MAC=00:56:2b:77:da:b1;CM-QOS=1.1;CM-VER=3.0;

Wed Dec 30 12:03:14 2020    3          Ranging Request Retries exhausted;CM-MAC=48:4e:fc:71:62:7b;CMTS-MAC=00:56:2b:77:da:b1;CM-QOS=1.1;CM-VER=3.0;

Wed Dec 30 12:03:14 2020    3          Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=48:4e:fc:71:62:7b;CMTS-MAC=00:56:2b:77:da:b1;CM-QOS=1.1;CM-VER=3.0;

Wed Dec 30 12:04:34 2020    3          No Ranging Response received - T3 time-out;CM-MAC=48:4e:fc:71:62:7b;CMTS-MAC=00:56:2b:77:da:b1;CM-QOS=1.1;CM-VER=3.0;

 

Modem stats

Startup Procedure

Procedure        Status  Comment

Acquire Downstream Channel                        Locked

Connectivity State      OK      Operational

Boot State       OK      Operational

Configuration File       OK     

Security           Enabled           BPI+

DOCSIS Network Access Enabled    Allowed         

Downstream Bonded Channels

Channel           Lock Status     Modulation     Channel ID     Frequency       Power  SNR    Corrected            Uncorrectables

1          Locked            256QAM         13        627.00 MHz    8.00 dBmV     40.37 dB         0          0

2          Locked            256QAM         9          603.00 MHz    8.30 dBmV     40.37 dB         12        0

3          Locked            256QAM         10        609.00 MHz    8.00 dBmV     40.37 dB         9          0

4          Locked            256QAM         11        615.00 MHz    7.90 dBmV     40.37 dB         22        0

5          Locked            256QAM         12        621.00 MHz    8.00 dBmV     40.95 dB         0          0

6          Locked            256QAM         14        633.00 MHz    7.90 dBmV     40.37 dB         0          0

7          Locked            256QAM         15        639.00 MHz    7.70 dBmV     38.98 dB         0          0

8          Locked            256QAM         16        645.00 MHz    7.60 dBmV     40.37 dB         0          0

9          Locked            256QAM         17        651.00 MHz    7.60 dBmV     40.37 dB         0          0

10        Locked            256QAM         18        657.00 MHz    7.60 dBmV     40.37 dB         0          0

11        Locked            256QAM         19        663.00 MHz    7.80 dBmV     40.37 dB         0          0

12        Locked            256QAM         20        669.00 MHz    7.90 dBmV     40.37 dB         0          0

13        Locked            256QAM         21        675.00 MHz    7.60 dBmV     40.37 dB         0          0

14        Locked            256QAM         22        681.00 MHz    7.60 dBmV     40.37 dB         0          0

15        Locked            256QAM         23        687.00 MHz    7.60 dBmV     40.37 dB         0          0

16        Locked            256QAM         24        693.00 MHz    7.70 dBmV     40.37 dB         0          0

17        Locked            256QAM         25        699.00 MHz    7.80 dBmV     40.37 dB         0          0

18        Locked            256QAM         26        705.00 MHz    8.00 dBmV     40.37 dB         0          0

19        Locked            256QAM         27        711.00 MHz    8.00 dBmV     38.98 dB         0          0

20        Locked            256QAM         28        717.00 MHz    7.90 dBmV     38.98 dB         0          0

21        Locked            256QAM         29        723.00 MHz    8.00 dBmV     40.95 dB         8          0

22        Locked            256QAM         30        729.00 MHz    8.00 dBmV     40.95 dB         13        0

23        Locked            256QAM         31        735.00 MHz    8.20 dBmV     40.37 dB         0          0

24        Locked            256QAM         32        741.00 MHz    8.20 dBmV     40.37 dB         0          0

25        Locked            256QAM         33        747.00 MHz    8.30 dBmV     39.50 dB         0          0

26        Locked            256QAM         34        753.00 MHz    8.30 dBmV     39.50 dB         0          0

27        Locked            256QAM         35        759.00 MHz    8.20 dBmV     39.90 dB         0          0

28        Locked            256QAM         36        765.00 MHz    8.20 dBmV     39.50 dB         0          0

29        Locked            256QAM         37        771.00 MHz    8.30 dBmV     39.90 dB         9          0

30        Locked            256QAM         38        777.00 MHz    8.50 dBmV     39.50 dB         8          0

31        Locked            256QAM         39        783.00 MHz    8.30 dBmV     39.90 dB         0          0

32        Locked            256QAM         40        789.00 MHz    8.20 dBmV     39.50 dB         9          0

 

Upstream Bonded Channels

Channel           Lock Status     US Channel Type        Channel ID     Symbol Rate   Frequency       Power

1          Locked            ATDMA         6          5120 kSym/s   32.40 MHz      36.50 dBmV

2          Locked            ATDMA         8          5120 kSym/s   19.60 MHz      36.25 dBmV

3          Locked            ATDMA         7          5120 kSym/s   26.00 MHz      36.50 dBmV

4          Locked            ATDMA         5          5120 kSym/s   38.80 MHz      36.50 dBmV

 

 

Ping status (Sourced from router WAN port)

 

--- 68.85.168.229 ping statistics ---  po-302-1221-rur201.roseville.mn.minn.comcast.net (68.85.168.229) 10.965 ms 11.418 ms 15.438 ms

1364 packets transmitted, 1079 packets received, 20.9% packet loss

round-trip min/avg/max/stddev = 6.998/15.112/240.977/15.180 ms

Responses

ComcastChe

Official Employee

 • 

6.1K Messages

5 m ago

Hello @jenqu2525! Thank you for using the Xfinity Forum to share your experience. Based on the screenshot and the details you've provided, I would like to check your premise signal levels and the node to see if there is a problem there that would be causing this for you. Can you send a private message with your first and last name and address? To send a private message, click on my name, "ComcastChe," and then click send a message. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

 • 

1 Message

2 m ago

Hi was there ever a resolution to this?  I have similar issues/errors that started a few months ago but after 2 techs to the house and a few modems Arris 6190 and Netgear 1100), I am told everything "looks good".  The only difference is I have thousands of correctables/uncorrectables on channel two within a day of a restart.  The 6190 is less than a year old because a year ago (3rd tech to the house, or really the first I guess) I was told it was my old Arris modem.

Official Employee

 • 

229 Messages

Hello, @user_5b637. I hope you are having a good week so far. With having multiple visits, changing out your equipment, and completing our troubleshooting steps we would want to look deeper into the connection to your home and the surrounding area to try and find the root cause. I know having a few visits and hearing things are good when you are seeing the errors in your modem log is a bit frustrating. We are glad to look further into this. Please send us a private message with your first and last name. To send our team a private message, make sure you are signed into the forums then click the chat icon at the top right of the screen (it looks like a notepad). Type or choose the handle "Xfinity Support".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
EG

Expert

 • 

87.1K Messages

2 m ago

The original poster has not returned. The second poster's concern was taken to private messages. 3-month-old thread now being closed.

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? Mark the post as Best Answer!tick

New to the Community?

Start Here