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Help! Constant Dropped Packets Over Network, Tech visit Didn't Solve Anything.
Had a tech visit and replace my modem after getting many lost packets. Still losing internet multiple times per 5 or 10 minutes making working from home impossible.
Modem already replaced. Loss starts at 172.24.163.130 (first Comcast hop past my router) and persists identically through every downstream hop — hop 1 (my router) stays at 0%. Hop 7 (Chicago backbone) shows separate isolated noise, unrelated to this pattern.
|------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Worst | Last |
|------------------------------------------------------------------------------------|
| 10.0.0.1 - 0 | 641 | 641 | 1 | 5 | 71 | 2 |
| 172.24.163.130 - 1 | 618 | 612 | 5 | 18 | 134 | 20 |
| po-106-rur301.pontiac.mi.michigan.comcast.net - 1 | 618 | 612 | 5 | 18 | 89 | 11 |
| po-2-rur302.pontiac.mi.michigan.comcast.net - 2 | 614 | 607 | 5 | 18 | 93 | 20 |
| po-30-xar02.pontiac.mi.michigan.comcast.net - 1 | 618 | 612 | 5 | 18 | 263 | 12 |
| be-306-arsc1.pontiac.mi.michigan.comcast.net - 2 | 615 | 608 | 6 | 18 | 247 | 12 |
| be-32141-cs24.350ecermak.il.ibone.comcast.net - 63 | 184 | 69 | 17 | 31 | 93 | 26 |
| be-2412-pe12.350ecermak.il.ibone.comcast.net - 1 | 618 | 612 | 11 | 24 | 232 | 17 |
| 50.151.222.138 - 1 | 618 | 612 | 11 | 24 | 263 | 17 |
| 142.251.249.41 - 2 | 615 | 608 | 12 | 23 | 94 | 28 |
| 209.85.247.117 - 2 | 615 | 607 | 11 | 23 | 134 | 17 |
| dns.google - 2 | 614 | 607 | 11 | 23 | 134 | 17 |
|------------------------------------------------------------------------------------|
Just a small window above showing packet loss past my router. Its constantly happening making live calls impossible as im losing internet.
Looking at modem logs, specifically CM Error Codewords.
Packet loss appears to originate at or before the first Comcast network hop past my gateway, and modem-side diagnostics show the OFDM channel (which carries the bulk of gig-speed throughput) has a high uncorrectable error rate 8% while standard QAM channels remain clean. This pattern points to a signal/SNR issue specific to the OFDM channel possibly a line, connector, or plant tuning issue rather than customer equipment, since the modem itself was already replaced.
Request: Please escalate to plant/maintenance or a technician who can check OFDM channel SNR and power levels specifically, in addition to standard QAM diagnostics.
This is my last stitch effort to get help before switching to ATT. Anyone that can help please do!
XfinityDuron
Official Employee
•
1.1K Messages
12 days ago
I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?
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