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user_59df03
20th Anniversary celebration
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Tuesday, June 27th, 2023 1:47 AM

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Intermittent Upstream Packet Loss

For the past few weeks, I've been having issues with random upstream packet loss along with T3 timeouts. These issues have been an almost nightly occurrence and at best will show around 6% packet loss, with the worst being closer to 50%. I try to play games, but it's been pretty difficult ever since this issue showed up. For the record, download speeds have been perfectly fine. Maybe a little lower than advertised, but absolutely not an issue during any of this.

My hardware setup is as follows:

  • Modem: Motorola MB8611
  • Router: TP-Link AX1500

Troubleshooting steps I have tried:

  • Rebooted devices, modem and router numerous times.
  • Connected straight to the modem from my computer/point of test. No difference.
  • Checked all coax and ethernet connections to ensure they were tight.
  • Tested with and without a coax splitter/attenuator (-7dB), no difference besides slightly low upstream power levels and high downstream power levels, so I reinstalled it as it was.
  • Ran a ping to my modem from my computer/point of test to make sure there wasn't any issue with the wiring between them. No packet loss.
  • Simultaneously ran pings to my modem, the first external hop and Google. Google and the first external hop would almost always return a timeout together. And again, the connection to the modem exhibited no timeouts.

Event Log:

 Event Log  
  
    Time    Priority    Description 
    18:42:22
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:42:47
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:47:39
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:48:05
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:48:24
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:49:00
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:49:35
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:50:17
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:53:40
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:54:11
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:54:21
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:54:52
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    18:59:48
Mon Jun 26 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:00:33
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:01:06
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:09:54
Mon Jun 26 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:12:38
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:13:19
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:13:25
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:13:49
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:18:26
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:18:57
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:22:32
Mon Jun 26 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:22:47
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:23:13
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:24:06
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:24:27
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:24:54
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:25:13
Mon Jun 26 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:25:25
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:26:20
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:27:09
Mon Jun 26 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Connection Log:

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 21 531.0 -1.2 40.9 0 0
   2 Locked QAM256 13 483.0 0.6 42.2 0 0
   3 Locked QAM256 14 489.0 -0.6 41.6 0 0
   4 Locked QAM256 15 495.0 0.0 42.0 0 0
   5 Locked QAM256 16 501.0 -0.8 41.6 0 0
   6 Locked QAM256 17 507.0 -1.3 41.3 0 0
   7 Locked QAM256 18 513.0 -0.5 41.7 0 0
   8 Locked QAM256 19 519.0 -2.0 41.0 0 0
   9 Locked QAM256 20 525.0 -1.2 40.0 0 0
   10 Locked QAM256 22 537.0 -1.6 40.0 0 0
   11 Locked QAM256 23 543.0 -0.6 41.1 0 0
   12 Locked QAM256 24 549.0 -1.8 40.9 0 0
   13 Locked QAM256 25 555.0 -1.1 38.6 0 0
   14 Locked QAM256 26 561.0 -1.0 37.1 0 0
   15 Locked QAM256 27 567.0 -1.7 39.2 0 0
   16 Locked QAM256 28 573.0 -1.2 40.8 0 0
   17 Locked QAM256 29 579.0 -1.6 40.7 0 0
   18 Locked QAM256 30 585.0 -1.1 39.8 0 0
   19 Locked QAM256 31 591.0 -1.4 40.8 0 0
   20 Locked QAM256 32 597.0 -1.3 41.2 0 0
   21 Locked QAM256 33 603.0 -1.2 41.3 0 0
   22 Locked QAM256 34 609.0 -1.6 40.9 0 0
   23 Locked QAM256 35 615.0 -2.4 40.5 0 0
   24 Locked QAM256 36 621.0 -1.9 40.4 0 0
   25 Locked QAM256 37 627.0 -2.1 39.9 5 0
   26 Locked QAM256 38 633.0 -3.2 39.6 8138 12
   27 Locked QAM256 39 639.0 -2.7 40.5 2127 0
   28 Locked QAM256 40 645.0 -3.5 40.1 0 0
   29 Locked QAM256 41 651.0 -3.8 39.8 0 0
   30 Locked QAM256 42 657.0 -3.9 39.9 0 0
   31 Locked QAM256 43 663.0 -4.4 39.6 0 0
   32 Locked QAM256 44 669.0 -4.0 39.7 0 0
   33 Locked OFDM PLC 159 690.0 -3.8 36.4 149192158 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 9 5120 35.6 42.5
   2 Locked SC-QAM 10 5120 29.2 42.5
   3 Locked SC-QAM 11 5120 22.8 43.5
   4 Locked SC-QAM 12 5120 16.4 44.5
   5 Locked SC-QAM 13 1280 39.6 44.0

The errors on downstream channels 25-27 are new to me. Those typically haven't been present. They could be from me messing with the equipment, but I'm not sure. I'm no expert at any of this, but I really think the problem lies outside of my house.

Thanks in advance for your time and help!

Question

 • 

Updated 

2 years ago

137

1

0

XfinityVictor

Official Employee

 • 

1.3K Messages

2 years ago

Hello, thank you for taking the time to reach out to us today. I am really sorry you are experiencing service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. Apart from the listed hardware is the equipment connected to a splitter?

5

0

user_59df03

Visitor

 • 

4 Messages

@XfinityVictor​ Thanks for getting back to me! Yes, the modem is connected to the wall by a coax splitter. I have tried with and without it to no avail.

2 years ago

0

XfinitySara

Official Employee

 • 

1.7K Messages

Sorry, @user_59df03 - we may have missed that part of your original message. Thank you for letting us know everything you've tried so far! I highly recommend viewing this list of Connection Troubleshooting Tips, next. Please let us know if you notice anything else you're able to try, test, or change on your end. If you're still noticing intermittent or slower connectivity, we may need to pull this chat into a private message, and take a look at your account (which we're happy to do!)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_59df03

Visitor

 • 

4 Messages

@XfinitySara​ Unfortunately, I’ve done just about everything on that list. My connectors are all tight, I’ve tested without my router, my downstream/upstream power levels all look good… I’m at a bit of a loss on my end. Might have to just get a tech visit scheduled. Is that something we can take care of in private messages, or should I go through the chat/phone support?

Thanks again to both you for your help!

2 years ago

0

XfinityJohnG

Official Employee

 • 

1.7K Messages

Thank you for already taking all of those steps for us. We can assist you from here in getting a service call set up. You would just need to send me a direct message with the full name and complete address for your service. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

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

   Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_59df03

Visitor

 • 

4 Messages

@XfinityJohnG​ Just sent that message. Thanks again.

2 years ago

0

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