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machiels
20th Anniversary celebration
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Visitor

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11 Messages

Wednesday, June 28th, 2023 5:33 PM

Closed

Full packet loss/lag every 30 minutes or so

Hello,

ever since I was forced to move to Xfinity (only fast connection to my building :/ ), I have been experiencing full packet loss for like 10-20 seconds, every 30 minutes or so. This is seriously interrupting online gaming to a point where I can't play competitive anymore. I experience it on all devices, but the one that matters is directly wired connection to the router through an ethernet cable.

From what I've seen on the forums, I'm not the only person experiencing this, and I've tried most solutions:

- Full reset

- New cables

- Different applications

- Different security settings

- Flushing internet

I don't know what else to do, I'm just browsing all providers all the time, hoping another fast connection becomes available, because if this doesn't get solved I'm very done

Question

 • 

Updated 

2 years ago

1.1K

8

0

EG

Expert

 • 

110K Messages

2 years ago

1

machiels

Visitor

 • 

11 Messages

@EG​ 

Thank you.

I have gone through that page:

1. No service interruption, plus it happens literally every day

2. No recent changes to service

3. Modem and computer are both completely fine

4. The problem stays when hardwired directly, so its either signal or modem

5. Reset everything multiple times over the last few months

6. Lights are all okay

7. I couldn't find the actual values, so I did not check signal levels

8. Codewords I did not understand or where to check

9. Event log shows a lot of critical events ("Missing Required Option XX") Critical

10. Cabling all looks fine and has been replaced by 2 new sets

11. F-Connectors and Splitters I wasn't sure how to go about that

12. Speed tier is okay

13. The problem also happens when all my security software is disabled

14. I can run a trace route and ping test, but that's not helping me.

Overall its very hard to pinpoint when it exactly happens, as I only notice it when I'm in online matches, and its usually over within 10-15 seconds.

What are my next steps here?

2 years ago

0

machiels

Visitor

 • 

11 Messages

2 years ago

From timing it seems to align with the Event Log "Missing Required Option 82" and "Missing Required Option 24"

1

0

machiels

Visitor

 • 

11 Messages

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10400000
16400000
40400000
35600000
29200000
22800000
Symbol Rate
2560 KSym/sec
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
41.510300
41.020599
41.760300
41.270599
41.520599
41.020599
Modulation
16QAM
64QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDM

Downstream
Channel Bonding Value
Index
4
12
20
28
1
2
3
5
6
7
8
9
10
11
13
14
15
16
17
18
19
21
22
23
24
25
26
27
29
30
31
32
0
193
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
435000000
483000000
537000000
585000000
417000000
423000000
429000000
441000000
447000000
453000000
459000000
465000000
471000000
477000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
591000000
597000000
603000000
609000000
852800000
SNR
40.366287
40.946209
40.946209
40.366287
40.366287
38.983261
40.366287
40.366287
40.366287
40.366287
38.983261
38.983261
40.366287
39.854763
38.983261
40.366287
40.366287
40.366287
40.366287
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.366287
40.366287
38.983261
38.605377
37.36 dB
Power Level
11.400002
12.000000
11.900002
11.099998
11.199997
11.300003
11.300003
11.400002
11.599998
11.500000
11.500000
11.599998
11.599998
11.800003
12.199997
12.699997
13.199997
13.000000
12.699997
12.400002
12.400002
11.599998
11.500000
11.300003
11.699997
11.800003
11.699997
11.699997
10.800003
10.699997
10.400002
10.500000
3.700001 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

2 years ago

0

machiels

Visitor

 • 

11 Messages

2 years ago

Accidentally pasted the power levels and SNR in the comment above

0

0

machiels

Visitor

 • 

11 Messages

2 years ago

I also tried calling by the way, but the customer support is not helpful at all.

0

0

EG

Expert

 • 

110K 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 !

(edited)

1

0

machiels

Visitor

 • 

11 Messages

@EG​ I will do so, thank you

2 years ago

0

EG

Expert

 • 

110K Messages

2 years ago

@machiels Quite welcome !

Please post back with how things go. One attenuator (only 6 dB) may not be enough. You may need to use two of them piggybacked together for a 12 dB reduction in power. Or as stated, it/they may not help at all. YMMV.

(edited)

4

0

machiels

Visitor

 • 

11 Messages

@EG​ 

Thanks, I installed the attenuator last Saturday, but haven't really gotten time yet to really test it. There was an indicator that it is still happening, but I can't say for sure yet. I wanted to post my new values anyway:

Downstream
Channel Bonding Value
Index
4
12
20
28
1
2
3
5
6
7
8
9
10
11
13
14
15
16
17
18
19
21
22
23
24
25
26
27
29
30
31
32
0
193
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
435000000
483000000
537000000
585000000
417000000
423000000
429000000
441000000
447000000
453000000
459000000
465000000
471000000
477000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
591000000
597000000
603000000
609000000
852800000
SNR
40.366287
40.366287
40.946209
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.366287
40.366287
40.946209
40.366287
40.946209
40.946209
40.946209
40.946209
40.366287
40.366287
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.366287
40.946209
40.366287
40.366287
36.64 dB
Power Level
4.199997
4.900002
4.699997
3.799999
4.300003
4.099998
4.300003
4.400002
4.599998
4.400002
4.300003
4.500000
4.500000
4.699997
5.099998
5.699997
6.199997
6.099998
5.699997
5.400002
5.300003
4.300003
4.199997
3.900002
4.300003
4.300003
4.300003
4.400002
3.299999
3.299999
3.000000
3.000000
-4.799999 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
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
40400000
10400000
16400000
35600000
29200000
22800000
Symbol Rate
2560 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
43.010300
42.260300
42.020599
42.520599
42.770599
42.020599
Modulation
64QAM
16QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDM

2 years ago

0

machiels

Visitor

 • 

11 Messages

Had some time this morning to test, and unfortunately the lag still exists. Even if I would need another -6dB, would I see a reduction in lag? Or is it a 0/1 solution kinda thing?

2 years ago

0

XfinityNicolas

Official Employee

 • 

1.1K Messages

Hello @machiels, thank you for reaching out to Xfinity Support on our forums and providing the modem logs. @EG gave some great advice and things to check. Being an employee, I can also help by check the signal in the area and/or even schedule a tech to get it fixed. To do that, can you send us a direct message?

To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the page
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

 

(edited)

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

2 years ago

machiels

Visitor

 • 

11 Messages

@XfinityNicolas​ Thank you, I just opened a PM.

2 years ago

0

delinda_coleman

Visitor

 • 

1 Message

2 years ago

I am also having this issue, its serious making me want to change ISPs

0

0

machiels

Visitor

 • 

11 Messages

2 years ago

Update:

I have been chatting with the Xfinity team in a PM (where I had to repeat a lot of stuff in here), and they finally sent over a tech last Friday.

The tech was great, he replaced plugs, some things behind the wall, and the modem. Over the weekend I have not noticed any lags or loss at all, so it looks like it was one of those things.

edit:

Adding on, @EG the attenuator you suggested was not one that works with the setup, the tech mentioned, just fyi. I do appreciate your help a lot!

(edited)

0

0

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