getting high uncorrectable errors on ofdm plc channel on modem and high latency in comcast network. and no fix from comcast.

First i am getting tired of calling your helpless desk!

I do not need my bill changed, i need what i am paying for to work.

Lets start with problem 1,

My modem is seeing high correctable errors on ofdm plc channel 41, called to complain. tech comes out does not see any errors put a spliter on and left.  says nothing wrong.

Other houses on street are seeing the same thing. so this leads you a infrastructure problem.

Rebooted modem and in 50 minutes i am seeing the same [Edited: "Language"].

Yes i know it is correctedable, but i will eventually get uncorrectables.  We should not relying on FEC (forward error correction) to keep the network up.

and at 2 hours

Problem 2 high latency in comcast's network which gets worse in evening.  these ping stats was all done at the same time with a 100 packet count and a 34 byte packet. A full size packet is even worse.

be-502-arsc1.elmhurst.il.chicago.comcast.net [96.216.150.121]

Ping statistics for 96.216.150.121:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 20ms, Maximum = 425ms, Average = 42ms

be-5-ar01.elmhurst.il.chicago.comcast.net [162.151.45.29]

Ping statistics for 162.151.45.29:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 19ms, Maximum = 242ms, Average = 28ms

be-152-rar01.indianapolis.in.indiana.comcast.net [162.151.93.169]

Ping statistics for 162.151.93.69:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 48ms, Average = 18ms

425 millisecond latency is crazy.

I suspect they are  fiber connected that operating at the speed of light.

Which only takes .13 ms to circle the globe at the equator.  So this usally means you have either a load problem or router port flapping (bad hardware).

This is in your backbone, so other customer are seeing it, so i would suspect,  you are not monitoring your network, and when customers call to complain, they get the normal run around and they give up in frustration.

I do not have that option , since the only high speed internet access available is your company.  I have filed fcc complaints and am getting no response. so i thought making it public and maybe have 100,00 calls into to your  call center will get some action.  Since the tech told me he could not escalate the problem, since he does not see it in his equipment.  this should not be a open loop where the customer gives up and just lives with it.

This problem shows up as droped connections, buffering on streaming, and poor upload and download performance, mickey mouse voice of ip calls and poor gameing!

trace route shows.

C:\Users\rshue>tracert 96.216.150.121

Tracing route to be-502-arsc1.elmhurst.il.chicago.comcast.net [96.216.150.121]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.0.1
  2    16 ms    15 ms    14 ms  96.120.112.141
  3    10 ms    10 ms    11 ms  po-301-1215-rur101.kokomo.in.indiana.comcast.net [96.108.126.137]
  4    15 ms    16 ms    17 ms  be-152-rar01.indianapolis.in.indiana.comcast.net [162.151.93.169]
  5    23 ms    23 ms    23 ms  be-5-ar01.elmhurst.il.chicago.comcast.net [162.151.45.29]
  6   171 ms    39 ms    26 ms  be-502-arsc1.elmhurst.il.chicago.comcast.net [96.216.150.121]

Trace complete.

The modem is customer owned and wifi access points are connected in a mesh to the a router which then connects to the modem.

The machine doing this test is hardwired to router with cat 6 cable and cat 6 cable from router to modem.