Intermittent Packet Loss and Speed Reductions for 5 Straight Months

I have been currently experiencing intermittent packet loss and speed reductions since moving into a new apartment across town. To recap I have had 3 techs come out so far and they performed some of the following:

Tightening cables
Removing splitters and adding new ones
Undoing the last tech visits work
Opening my coax port and looking at it
Replacing modem

Of which none of these have fixed the issue at hand. Since the problem is so sporadic but daily, I assume it's hard for them to gain any information when doing signal tests. When doing packet loss tests myself by keeping different logs going it can happen anytime of the day but less in the middle of the night 12am-4am. However, during the day 10am-11pm it happens more often. Here are some sample images of the packet loss happening that I've managed to capture

And what it basically looks like when doing a ping -t 8.8.8.8 in the terminal when it happens

Channel ID	28	17	17	19	20	21	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	48
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked																											Locked
Frequency	603 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz																											805000000
SNR	40.1 dB	40.2 dB	40.0 dB	40.0 dB	40.1 dB	40.1 dB																											38.1 dB
Power Level	0.2 dBmV	0.3 dBmV	0.3 dBmV	0.4 dBmV	0.3 dBmV	0.1 dBmV																											0.4 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM

The above is when I tried to get the downstream signal strength when the problem was happening. During that time the upstream signal strength did not load. I will keep trying to grab them as they are happening and post updates.

Edit to include upstream signals when problem is happening:

One thing to note as well, when this problem is occurring it happens on every device, wired or not. Another key note is that the public provided Wi-Fi by Xfinity (Xfinity Mobile) does not have this issue happen to as ive tested both at the same time. Only my personal connection has this issue.

So far, after three tech visits, the conclusion was that it was nothing to do with inside my apartment complex as everything looks fine. I've tested multiple coax cable connections, and both have the same issue. I have even tested plugging the modem straight into the feed that comes straight into my apartment before the 2-way splitter. I believe I have eliminated every potential problem on my end within my own unit. I am kindly requesting a line tech to check my lines for any damage or whatnot that can be the cause of this issue. I do not need another person to come and test my modem strength inside again and tighten some wires. Thank you for reading and your time.

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user_80b38e

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12 Messages

1 month ago

More images of the signal strength while the problem is happening

4

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U

user_80b38e

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12 Messages

speedtest

Speed test while the problem is happening

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1 month ago

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U

user_80b38e

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12 Messages

Downstream	Channel Bonding Value
Channel ID	28	17	18	19	20	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	48
Lock Status	Locked	Locked	Locked	Locked	Locked																												Locked
Frequency	603 MHz	537 MHz	543 MHz	549 MHz	555 MHz																												0
SNR	40.2 dB	40.2 dB	40.2 dB	40.1 dB	40.2 dB																												38.1 dB
Power Level	0.3 dBmV	0.3 dBmV	0.4 dBmV	0.5 dBmV	0.3 dBmV																												0.5 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM																												OFDM

*Channel ID 28 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	0	0	0	0	0
Lock Status	Locked
Frequency	10 MHz
Symbol Rate	2560
Power Level	39.5 dBmV
Modulation	QAM
Channel Type	ATDMA

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1 month ago

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user_80b38e

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12 Messages

HOST: DNSChecker.org        Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- ???                   100.0     3    0.0   0.0   0.0   0.0   0.0
  2.|-- 10.74.132.49           0.0%     3    0.7   0.8   0.6   1.1   0.3
  3.|-- 138.197.251.14        33.3%     3    1.1   1.3   1.1   1.5   0.3
  4.|-- 143.244.192.166        0.0%     3    0.4   0.6   0.4   0.9   0.3
  5.|-- 143.244.225.94         0.0%     3    1.1   1.1   1.1   1.1   0.0
  6.|-- 143.244.225.23         0.0%     3    0.6   0.7   0.6   0.8   0.1
  7.|-- 146.190.180.27         0.0%     3    1.8   2.0   1.8   2.3   0.3
  8.|-- 142.251.249.121        0.0%     3    2.2   2.4   2.2   2.6   0.2
  9.|-- 209.85.253.143         0.0%     3    1.5   1.7   1.5   1.9   0.2
 10.|-- dns.google (8.8.8.8)   0.0%     3    1.2   1.2   1.1   1.4   0.2

(edited)

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1 month ago

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XfinityEricB

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1.7K Messages

user_80b38e Thanks for reaching out with your connection concern, and request for a line tech. I would be happy to help get this resolved for you.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

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1 month ago

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Intermittent Packet Loss and Speed Reductions for 5 Straight Months

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