Visitor
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3 Messages
High Packet Loss Making Network Unusable For Gaming, Zoom, etc. Intermittently and Randomly
Greetings Guys,
This has gone on for some time now, and I've kind of just dealt with it but the wife and myself are becoming beyond frustrated. I'm not the most tech savvy, but I'll provide any data I can. Essentially there are massive spikes in packet loss, jitter, etc. which happens multiple times per hour. We've triple checked the connections, have new hardware, firmware updates, etc.
Here is the information I can gather thus far. It happens so frequently I can just run 10 second tests to demonstrate :) We pay ~$200 a month for this "service" of 1,000 down/40 up but it's typically more 800 down (which is fine) and .5 upload.
here is the upstream/downstream (it appears normal to my layman's eyes)
Any help would be appreciated due to the monopolistic nature of xfinity we have no reasonable alternatives :)
user_JosephC
Problem Solver
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369 Messages
4 years ago
Hello and Happy Tuesday, vsperdomo! I hope you’re having a great week! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!
Going forward, I'm truly sorry to hear about the packet loss and overall internet connection issues you're having with your services as this is definitely not the experience we'd like for our valuable customers to have! Your business is sincerely important to us and we'd like to do everything possible to turn this around.
From the logs posted above, it does appear that your Downstream power levels are a bit on the higher side which will cause packet loss and intermittency. To confirm, are you using a coax splitter on the coax line going into the modem to another device by chance? Also, when was the last time you performed a power cycle on your modem?
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EG
Expert
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110K Messages
4 years ago
@vsperdomo
There is a signal impairment / line connection quality problem somewhere.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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vsperdomo
Visitor
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3 Messages
4 years ago
Thanks for the responses guys.
In an effort to minimize the amount of components that could fail I've temporarily removed the splitter inside the living room, so its connected directly to the modem. There are no other splitters in the house that I know of. So literally the only internal connection is the main outside splitter, directly to the wall coax (male?) port, directly to modem.
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vsperdomo
Visitor
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3 Messages
4 years ago
Not sure if these were posted but. Shows the outside.
Thanks for the responses guys.
In an effort to minimize the amount of components that could fail I've temporarily removed the splitter inside the living room, so its connected directly to the modem. There are no other splitters in the house that I know of. So literally the only internal connection is the main outside splitter, directly to the wall coax (male?) port, directly to modem.
https://imgur.com/a/4g4oQ6f
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EG
Expert
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110K Messages
4 years ago
@vsperdomo As an FYI. If there is nothing more that can be done to improve the connection then you will need a tech out to investigate / correct the problem.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !
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