High packet loss (20%)

Hi,

I am a software engineer who works remotely from home in the Seattle area. I'm seeing slow internet speeds and intermittent disconnects from multiple laptops in my house (10-30 Mbps down vs the typical 300-500 Mbps I see from my 1 Gbps subscription.) I began noticing this issue at approximately 10AM Pacific this morning; I also noted high ping spikes during online gaming the night before, but didn't investigate.

Troubleshooting:

1. Ping shows 27% packet loss between my laptop and the outside internet (8.8.8.8)

2. Ping shows 0% packet loss between my laptop and router (Asus GT-AX11000, 192.168.50.1)

3. Ping shows 0% packet loss between my laptop and modem (Netgear CM1000, 192.168.100.1)

4. I've rebooted all devices (laptops, router, modem)

5. I have zero splitters or other devices on the incoming line to the modem

Questions:

1. What else can I do to further troubleshoot?

2. Does this look like an issue upstream (e.g. outside of house/physical line/upstream?)

2. Xfinity staff: can I please get a technician scheduled? (I've tried the live agent chat in the Xfinity app, but they keep asking me to repeat basic troubleshooting steps like reboots that don't go anywhere.)

---

Ping:

--- 8.8.8.8 ping statistics ---

145 packets transmitted, 105 packets received, 27.6% packet loss

round-trip min/avg/max/stddev = 9.264/50.082/279.795/50.778 ms


--- www.google.com ping statistics ---

174 packets transmitted, 125 packets received, 28.2% packet loss

round-trip min/avg/max/stddev = 8.282/45.240/280.228/43.218 ms


--- 192.168.100.1 ping statistics ---

192 packets transmitted, 192 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 2.279/6.216/52.511/6.093 ms

MTR:

kmac (192.168.50.243) -> 8.8.8.8 (8.8.8.8)                                                                                                                                                 2023-10-03T11:43:17-0700

Keys:  **H**elp   **D**isplay mode   **R**estart statistics   **O**rder of fields   **q**uit

                                                                                                                                                                           **Packets**               **Pings**

 **Host**                                                                                                                                                                    **Loss%   Snt   Last   Avg  Best  Wrst StDev**

 1. gt-ax11000-b7b0                                                                                                                                                       0.0%    81    2.8   2.5   2.0   3.4   0.3

 2. 10.22.111.130                                                                                                                                                        17.3%    81   13.9  23.9  10.0  50.8  12.4

 3. 24.153.85.73                                                                                                                                                         12.5%    81   17.5  19.0   9.8  53.4  11.9

 4. po-2-rur402.bellevue.wa.seattle.comcast.net                                                                                                                          17.3%    81   11.8  20.7  10.2  45.0  12.1

 5. po-400-xar02.bellevue.wa.seattle.comcast.net                                                                                                                          8.8%    81   33.6  20.1   9.8  51.8  12.5

 6. be-300-arsc1.seattle.wa.seattle.comcast.net                                                                                                                          16.0%    81   12.2  24.4  11.6 156.7  21.4

 7. 50.222.176.218                                                                                                                                                       24.1%    80   17.8  25.0  12.8  60.4  13.4

 8. 142.251.50.45                                                                                                                                                        20.0%    80   12.5  20.7  11.9  43.8  10.9

 9. 142.251.50.245                                                                                                                                                       18.8%    80   16.7  20.5  11.4  64.6  11.8

10. dns.google                                                                                                                                                           12.5%    80   14.1  22.6  11.8  52.2  11.8

Here are my modem connection stats:

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	531000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	20	531000000 Hz	3.1 dBmV	45.0 dB	118146395	0	0
2	Locked	QAM256	1	417000000 Hz	3.4 dBmV	45.6 dB	117058044	0	0
3	Locked	QAM256	2	423000000 Hz	3.0 dBmV	45.3 dB	117062405	0	0
4	Locked	QAM256	3	429000000 Hz	3.1 dBmV	45.3 dB	117054344	0	0
5	Locked	QAM256	4	435000000 Hz	3.2 dBmV	45.2 dB	117071299	0	0
6	Locked	QAM256	5	441000000 Hz	3.2 dBmV	45.3 dB	117075959	0	0
7	Locked	QAM256	6	447000000 Hz	3.2 dBmV	45.3 dB	117079507	0	0
8	Locked	QAM256	7	453000000 Hz	3.3 dBmV	45.4 dB	117082078	0	0
9	Locked	QAM256	8	459000000 Hz	3.3 dBmV	45.3 dB	117086718	0	0
10	Locked	QAM256	9	465000000 Hz	3.4 dBmV	45.3 dB	117089831	0	0
11	Locked	QAM256	10	471000000 Hz	3.5 dBmV	45.3 dB	117093401	0	0
12	Locked	QAM256	11	477000000 Hz	3.6 dBmV	45.4 dB	117097954	0	0
13	Locked	QAM256	12	483000000 Hz	3.5 dBmV	45.2 dB	117101483	0	0
14	Locked	QAM256	13	489000000 Hz	3.4 dBmV	45.2 dB	117104335	0	0
15	Locked	QAM256	14	495000000 Hz	3.4 dBmV	45.3 dB	117109252	0	0
16	Locked	QAM256	15	501000000 Hz	3.4 dBmV	45.3 dB	117114684	0	0
17	Locked	QAM256	16	507000000 Hz	3.4 dBmV	45.2 dB	117120236	0	0
18	Locked	QAM256	17	513000000 Hz	3.4 dBmV	45.1 dB	117123855	0	0
19	Locked	QAM256	18	519000000 Hz	3.3 dBmV	45.1 dB	117126872	0	0
20	Locked	QAM256	19	525000000 Hz	3.2 dBmV	45.0 dB	117130640	0	0
21	Locked	QAM256	21	537000000 Hz	3.1 dBmV	44.8 dB	117134147	0	0
22	Locked	QAM256	22	543000000 Hz	2.9 dBmV	44.8 dB	117137560	0	0
23	Locked	QAM256	23	549000000 Hz	2.8 dBmV	44.7 dB	117143526	0	0
24	Locked	QAM256	24	555000000 Hz	2.6 dBmV	44.6 dB	117147325	0	0
25	Locked	QAM256	25	561000000 Hz	2.4 dBmV	44.4 dB	117149711	0	0
26	Locked	QAM256	26	567000000 Hz	2.2 dBmV	44.4 dB	117153819	0	0
27	Locked	QAM256	27	573000000 Hz	2.2 dBmV	44.3 dB	117158217	0	0
28	Locked	QAM256	28	579000000 Hz	2.1 dBmV	44.3 dB	117162148	0	0
29	Locked	QAM256	29	585000000 Hz	2.1 dBmV	44.2 dB	117165001	0	0
30	Locked	QAM256	30	591000000 Hz	2.0 dBmV	44.3 dB	117167532	0	0
31	Locked	QAM256	31	597000000 Hz	2.2 dBmV	44.1 dB	117183679	0	0
32	Locked	QAM256	32	603000000 Hz	2.3 dBmV	44.2 dB	117170541	0	0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	16400000 Hz	35.5 dBmV
2	Locked	ATDMA	2	22800000 Hz	35.8 dBmV
3	Locked	ATDMA	3	29200000 Hz	36.0 dBmV
4	Locked	ATDMA	4	35600000 Hz	35.8 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1, 2, 3	193	957000000 Hz	1.0 dBmV	39.5 dB	148 ~ 3947	36750526	16789207	0
2	Not Locked	0	0	0 Hz	5.3 dBmV	0.0 dB	0 ~ 4095	0	0	0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	Unknown	0	0 Hz	0 dBmV
2	Not Locked	Unknown	0	0 Hz	0 dBmV

Current System Time: Tue Oct 03 11:13:23 2023

System Up Time: 0:43:41

Responses

Accepted Solution

user_18905

2 Messages

1 year ago

Following up on this thread to close it: this turned out to be an upstream issue on Xfinity’s end. After a few failed chats with support agents (going in unhelpful circles of “reboot your laptop”), I was finally connected with an agent that went beyond the script and confirmed the issue on their end. They eventually resolved it remotely.

BruceW

Gold Problem Solver

•

26.3K Messages

2 years ago

... 1 Gbps subscription ... Netgear CM1000 ...

Note that the CM1000 is not approved for use with the gigabit Internet tier. If you visit https://www.xfinity.com/support/devices and scroll down to the "All Compatible Devices" link you'll see that Comcast rates the CM1000 for use with plan speeds "Up to 950 Mbps". Using devices on Internet speed tiers for which Comcast has not approved them tends to produce unexpected results. Consider picking up one of the devices that is approved for Gigabit service, or dropping back to a lower tier. But aside from that . . .

Downstream, power levels, SNR values, and error counts look good. Upstream power levels look good as well, but there are other signal quality measures that the modem does not report.

Please post the modem's Event Log. Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present. Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.

Note that packet loss begins at the very first Comcast hop, suggesting a problem between the modem and Comcast's network Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

XfinityJoshuaG

Official Employee

•

331 Messages

2 years ago

@user_18905 I appreciate you reaching out and providing this information. I'd love to take a look at your system could you please direct message us your full name and address?

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this 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

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

user_souips

11 Messages

1 year ago

Hello, @user_18905 i have exact same problem. Did your problem get resolved. If so how. Thanks.

Your Home Network

user_18905

High packet loss (20%)

user_18905

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

XfinityJoshuaG

user_souips

New to the Community?