Skip to main content
user_18905
1st Topic
1st Reply
1st Accepted Solution

2 Messages

Tuesday, October 3rd, 2023

Closed

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

Question

 • 

Updated 

2 years ago

 • Edited

304

4

0

Oldest First
Selected Oldest First
No Responses!
forum icon

New to the Community?

Start Here