New Poster
•
2 Messages
Ongoing Upstream Packet Loss (Confirmed Comcast-side)
I'm having issues with periodic packet loss on my upstream internet connection. While on the aggregate the loss rates are not large (<1%), they are occurring in 2~3 second bursts and disrupt my work by causing VPN drops, interruptions to my calls, and other problems affecting my remote work.
My home network is built using a Unifi stack, using a Unifi Dream Machine Pro as my router/gateway, with a full suite of analytics and reporting tools. I am also a datacenter network and storage admin, familiar with troubleshooting these kinds of problems, and I've exhaustively confirmed no issues on the LAN.
- Cable modem shows extremely good signal on all channels (3.3<>1.6dBm, SNR/MER all around 42~43dB)
- Cable modem channels also show 0 errors
- Packet Loss only occurs on WAN-Port 9 (eth8) uplink to Comcast
- Packet loss testing performed to first ping-responsive Comcast hop via traceroute to internet:
- po-312-340-rur202.salem.or.bverton.comcast.net 96.108.64.121
- Problem persists across modem restarts and full stack shutdown/restart of gateway+modem
- Problem is sporadic and occurs in groupings
I have had the hardest time getting any Comcast support on this, as the bot always says "No problem" and I can't get a support person. This is super frustrating and it sounds like my neighbors are also having this problem, though they do not appear technical enough to diagnose this as a Comcast issue.
Any recommendations on next steps to get this addressed by Comcast support? This is problematic because of how it disrupts my remote status in unpredictable ways. I may have to switch to another internet provider even if it means less speed just to get a more stable connection.
I've written a monitoring script that is running an ongoing ping test from my WAN port eth8 to the po-312-340-rur202.salem.or.bverton.comcast.net [96.108.64.121] system so there is nothing between this connect besides the cable-modem and Comcast gear. The loss_pct_1000 column reflects a "Lost Packet % over Last 1000 Pings"
The following represents a monitoring period of 2025-08-19 07:00 - 10:40 PDT
|
datetime |
src_ip |
dest_ip |
loss_type |
loss_pct_1000 |
|
2025-08-19 09:50:44 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.1 |
|
2025-08-19 09:50:46 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.2 |
|
2025-08-19 09:50:47 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.3 |
|
2025-08-19 09:51:32 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.4 |
|
2025-08-19 09:51:34 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.5 |
|
2025-08-19 09:51:35 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.6 |
|
2025-08-19 09:52:08 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.7 |
|
2025-08-19 09:52:10 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.8 |
|
2025-08-19 09:53:22 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.9 |
|
2025-08-19 09:53:23 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1 |
|
2025-08-19 09:53:25 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.1 |
|
2025-08-19 09:53:56 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.2 |
|
2025-08-19 09:53:57 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.3 |
|
2025-08-19 09:54:01 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.4 |
|
2025-08-19 09:54:02 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.5 |
|
2025-08-19 09:54:04 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.6 |
|
2025-08-19 09:55:19 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.7 |
|
2025-08-19 09:55:20 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.8 |
|
2025-08-19 09:57:27 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.9 |
|
2025-08-19 09:57:28 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2 |
|
2025-08-19 09:58:13 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.1 |
|
2025-08-19 09:58:15 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.2 |
|
2025-08-19 09:59:06 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.3 |
|
2025-08-19 09:59:07 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.4 |
|
2025-08-19 09:59:09 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.5 |
|
2025-08-19 09:59:54 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.3 |
|
2025-08-19 09:59:56 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.4 |
|
2025-08-19 10:01:04 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.1 |
|
2025-08-19 10:01:05 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
2.1 |
|
2025-08-19 10:28:00 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.1 |
|
2025-08-19 10:28:01 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.2 |
|
2025-08-19 10:28:03 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.3 |
|
2025-08-19 10:28:16 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.4 |
|
2025-08-19 10:28:17 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.5 |
|
2025-08-19 10:28:53 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.6 |
|
2025-08-19 10:28:55 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.7 |
|
2025-08-19 10:30:25 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.8 |
|
2025-08-19 10:30:27 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
0.9 |
|
2025-08-19 10:31:45 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1 |
|
2025-08-19 10:31:47 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.1 |
|
2025-08-19 10:33:23 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.2 |
|
2025-08-19 10:33:25 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.3 |
|
2025-08-19 10:33:26 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.4 |
|
2025-08-19 10:33:31 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.5 |
|
2025-08-19 10:33:33 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.6 |
|
2025-08-19 10:33:34 |
[Edited: “Personal Information”] |
96.108.64.121 |
dropped |
1.7 |
|
Channel ID |
Lock Status |
Modulation |
Frequency |
Power |
SNR/MER |
Corrected |
Uncorrectables |
|
4 |
Locked |
QAM256 |
411000000 Hz |
2.7 dBmV |
42.4 dB |
0 |
0 |
|
1 |
Locked |
QAM256 |
393000000 Hz |
3.0 dBmV |
42.6 dB |
0 |
0 |
|
2 |
Locked |
QAM256 |
399000000 Hz |
3.1 dBmV |
42.6 dB |
0 |
0 |
|
3 |
Locked |
QAM256 |
405000000 Hz |
3.0 dBmV |
42.5 dB |
0 |
0 |
|
5 |
Locked |
QAM256 |
417000000 Hz |
2.0 dBmV |
42.1 dB |
0 |
0 |
|
6 |
Locked |
QAM256 |
423000000 Hz |
1.6 dBmV |
42.1 dB |
0 |
0 |
|
7 |
Locked |
QAM256 |
435000000 Hz |
2.9 dBmV |
42.4 dB |
0 |
0 |
|
8 |
Locked |
QAM256 |
447000000 Hz |
2.8 dBmV |
42.4 dB |
0 |
0 |
|
9 |
Locked |
QAM256 |
453000000 Hz |
2.6 dBmV |
42.3 dB |
0 |
0 |
|
10 |
Locked |
QAM256 |
459000000 Hz |
2.6 dBmV |
42.4 dB |
0 |
0 |
|
11 |
Locked |
QAM256 |
465000000 Hz |
2.6 dBmV |
42.2 dB |
0 |
0 |
|
12 |
Locked |
QAM256 |
471000000 Hz |
2.7 dBmV |
42.4 dB |
0 |
0 |
|
13 |
Locked |
QAM256 |
477000000 Hz |
2.9 dBmV |
42.4 dB |
0 |
0 |
|
14 |
Locked |
QAM256 |
483000000 Hz |
3.1 dBmV |
42.4 dB |
0 |
0 |
|
15 |
Locked |
QAM256 |
489000000 Hz |
2.9 dBmV |
42.2 dB |
0 |
0 |
|
16 |
Locked |
QAM256 |
495000000 Hz |
2.8 dBmV |
42.2 dB |
0 |
0 |
|
17 |
Locked |
QAM256 |
507000000 Hz |
2.8 dBmV |
42.1 dB |
0 |
0 |
|
18 |
Locked |
QAM256 |
513000000 Hz |
2.8 dBmV |
42.1 dB |
0 |
0 |
|
19 |
Locked |
QAM256 |
519000000 Hz |
2.5 dBmV |
41.9 dB |
0 |
0 |
|
20 |
Locked |
QAM256 |
525000000 Hz |
2.4 dBmV |
41.9 dB |
0 |
0 |
|
21 |
Locked |
QAM256 |
531000000 Hz |
2.6 dBmV |
41.9 dB |
0 |
0 |
|
22 |
Locked |
QAM256 |
537000000 Hz |
3.0 dBmV |
42.1 dB |
11 |
0 |
|
23 |
Locked |
QAM256 |
543000000 Hz |
3.1 dBmV |
42.2 dB |
14 |
0 |
|
24 |
Locked |
QAM256 |
549000000 Hz |
3.1 dBmV |
42.2 dB |
8 |
0 |
|
25 |
Locked |
QAM256 |
555000000 Hz |
3.2 dBmV |
42.3 dB |
0 |
0 |
|
26 |
Locked |
QAM256 |
561000000 Hz |
3.3 dBmV |
42.4 dB |
0 |
0 |
|
27 |
Locked |
QAM256 |
567000000 Hz |
3.2 dBmV |
42.3 dB |
0 |
0 |
|
28 |
Locked |
QAM256 |
573000000 Hz |
3.1 dBmV |
42.3 dB |
0 |
0 |
|
29 |
Locked |
QAM256 |
579000000 Hz |
3.2 dBmV |
42.3 dB |
0 |
0 |
|
30 |
Locked |
QAM256 |
585000000 Hz |
3.2 dBmV |
42.3 dB |
0 |
0 |
|
31 |
Locked |
QAM256 |
591000000 Hz |
3.3 dBmV |
42.3 dB |
0 |
0 |
|
32 |
Locked |
QAM256 |
597000000 Hz |
3.3 dBmV |
42.3 dB |
0 |
0 |
XfinityThomasB
Official Employee
•
2.2K Messages
4 days ago
Howdy na_parse
Appreciate the time to reach out and get us in the loop. Typically, the way the Xfinity Assistant will diagnose is to analyze the inbound/coax signal diagnostics. These metrics are based on the downstream/upstream, and various other signal protocols. I know that you are seeing the trace routes, and we can dig deeper from our end to see what might be causing the underlying issue. In full transparency, we might need to get a tech to the location, they would first check coax levels at the output outlet, NID, and connecting tap. If there are issues leading to these connection points, that tech would normally loop in our field maintenance group. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.
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