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How to communicate Comcast upstream issue to Support?
I'm in the unfortunately situation where I'm seeing packet loss when going upstream from my modem with no indicators about anything being wrong on my local network. Going out from my local router to Comcast I see sporadic drops of upstream traffic at rates of anywhere from 3% to 10% over a 120s period. One hour averages approximately 6% packet loss on an ICMP ping to google for example.
I'd previously had this issue and replaced my modem with a new Arris DOCSIS 3.1 and even ran new RG6 cable from my box to my network closet. When I previously had this issue I could see a good amount of Correctable and Uncorrectable errors on my modem status page, but now everything looks pristine in terms of errors and signal (as best I can tell).
Example ping summary ran from my router (ie, direct connection to modem):
--- google.com ping statistics ---
99 packets transmitted, 92 packets received, 7% packet loss
round-trip min/avg/max = 15.335/17.684/74.069 ms
I attempted to contact support once, got sent through the 'restart your modem' spiel multiple times and was even asked to use the "Activate" link, as if they thought my MAC wasn't registered. I believe this comes down to the front-line support folks having issues understanding sporadic packet loss as being separate from complete loss of service.
I'm at a loss how to proceed since the only option I've been offered was to have a service technician come out, but with no errors showing on my modem, I'm having a hard time imagining this is a line issue (especially after redoing and line testing all the cable runs myself).
Any suggestions on how I could proceed with engaging Comcast?
(Edit to clarify: All client access is wired over internal Cat6 runs to a core switch, using a router running NAT/uPNP mode with a 1-WAN/1-LAN. WiFi access stations are in bridge mode, segmented into a guest network via VLAN. All testing above was conducted over ethernet cabling.)
Modem Status (2h uptime, including above demo ping run with 7% packet loss):
| Procedure | Status | Comment |
| Acquire Downstream Channel | 585000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed |
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 21 | Locked | QAM256 | 585000000 Hz | -6.0 dBmV | 40.2 dB | 0 | 0 |
| 1 | Locked | QAM256 | 459000000 Hz | -4.0 dBmV | 41.3 dB | 0 | 0 |
| 2 | Locked | QAM256 | 465000000 Hz | -4.1 dBmV | 41.2 dB | 0 | 0 |
| 3 | Locked | QAM256 | 471000000 Hz | -4.0 dBmV | 41.1 dB | 0 | 0 |
| 4 | Locked | QAM256 | 477000000 Hz | -4.0 dBmV | 41.2 dB | 0 | 0 |
| 5 | Locked | QAM256 | 483000000 Hz | -4.1 dBmV | 41.1 dB | 0 | 0 |
| 6 | Locked | QAM256 | 489000000 Hz | -4.5 dBmV | 40.9 dB | 0 | 0 |
| 7 | Locked | QAM256 | 495000000 Hz | -4.6 dBmV | 40.8 dB | 0 | 0 |
| 8 | Locked | QAM256 | 507000000 Hz | -4.7 dBmV | 40.9 dB | 0 | 0 |
| 9 | Locked | QAM256 | 513000000 Hz | -4.8 dBmV | 40.8 dB | 0 | 0 |
| 10 | Locked | QAM256 | 519000000 Hz | -5.1 dBmV | 39.9 dB | 0 | 0 |
| 11 | Locked | QAM256 | 525000000 Hz | -5.1 dBmV | 40.7 dB | 0 | 0 |
| 12 | Locked | QAM256 | 531000000 Hz | -5.3 dBmV | 40.6 dB | 0 | 0 |
| 13 | Locked | QAM256 | 537000000 Hz | -5.4 dBmV | 40.4 dB | 0 | 0 |
| 14 | Locked | QAM256 | 543000000 Hz | -5.7 dBmV | 40.5 dB | 0 | 0 |
| 15 | Locked | QAM256 | 549000000 Hz | -5.7 dBmV | 40.6 dB | 0 | 0 |
| 16 | Locked | QAM256 | 555000000 Hz | -5.7 dBmV | 40.5 dB | 0 | 0 |
| 17 | Locked | QAM256 | 561000000 Hz | -5.8 dBmV | 40.5 dB | 0 | 0 |
| 18 | Locked | QAM256 | 567000000 Hz | -6.1 dBmV | 40.4 dB | 0 | 0 |
| 19 | Locked | QAM256 | 573000000 Hz | -6.2 dBmV | 40.5 dB | 0 | 0 |
| 20 | Locked | QAM256 | 579000000 Hz | -6.1 dBmV | 40.4 dB | 0 | 0 |
| 22 | Locked | QAM256 | 591000000 Hz | -6.4 dBmV | 40.2 dB | 0 | 0 |
| 23 | Locked | QAM256 | 597000000 Hz | -6.5 dBmV | 40.3 dB | 0 | 0 |
| 24 | Locked | QAM256 | 603000000 Hz | -6.5 dBmV | 40.3 dB | 0 | 0 |
| 25 | Locked | QAM256 | 609000000 Hz | -6.5 dBmV | 40.2 dB | 0 | 0 |
| 26 | Locked | QAM256 | 615000000 Hz | -7.0 dBmV | 39.9 dB | 0 | 0 |
| 27 | Locked | QAM256 | 621000000 Hz | -7.4 dBmV | 39.6 dB | 0 | 0 |
| 28 | Locked | QAM256 | 627000000 Hz | -7.3 dBmV | 39.2 dB | 0 | 0 |
| 29 | Locked | QAM256 | 633000000 Hz | -7.0 dBmV | 39.4 dB | 0 | 0 |
| 30 | Locked | QAM256 | 639000000 Hz | -7.3 dBmV | 39.3 dB | 0 | 0 |
| 31 | Locked | QAM256 | 645000000 Hz | -7.7 dBmV | 39.0 dB | 0 | 0 |
| 32 | Locked | QAM256 | 651000000 Hz | -7.8 dBmV | 38.9 dB | 0 | 0 |
| 159 | Locked | Other | 690000000 Hz | -7.6 dBmV | 36.0 dB | 536925333 | 0 |
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 3 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 37.0 dBmV |
| 2 | 1 | Locked | SC-QAM Upstream | 16200000 Hz | 6400000 Hz | 36.0 dBmV |
| 3 | 2 | Locked | SC-QAM Upstream | 22700000 Hz | 6400000 Hz | 36.0 dBmV |
| 4 | 4 | Locked | SC-QAM Upstream | 35700000 Hz | 6400000 Hz | 38.0 dBmV |
| 5 | 5 | Locked | SC-QAM Upstream | 41200000 Hz | 1600000 Hz | 40.0 dBmV |
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