Regular Visitor
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18 Messages
Packet Loss in excess of 8% (Sacramento)
Good evening!
For around 72-hours, regardless of the time of day, I have been pulling pretty consistent packet loss numbers ranging from 6.5% to as high as 12.5%. I have a brand new Netgear CM-500 modem that I purchased in March. I have tried the following to no avail.
- Reset and power cycled modem multiple times.
- Used multiple different coax cables.
- Used multiple different ethernet cables.
- Disconnected my router and monitored my network from a direct connection to the modem
- Contacted Netgear and had them run diagnostics to confirm that there are no issues with the modem.
Attached below are some diagnostic screenshots to display the packet loss, my modem power levels, as well as the T1-T6 timeouts to the CMTS that my modem was experiencing:
Here are URLs:
As I understand there are currently a number of service issues in the greater Sacramento area, but when talking to support, they do not seem to have any idea when this will be addressed. Today on the phone I was told I may have to wait until July to have a technician visit and test my signal. Everyday I work from home and am having constant disconnects from video conferencing and screen sharing which is extremely disruptive. On top of this, my family is very upset that they can't use our services for online gaming since the packet loss makes it effectively impossible to play.
Please if there is anything that can be done or anyone I can be referred to for additional help that would be wonderful. I understand we are all experiencing difficult times right now, but this connectivity issue is just making things so much worse for me and my family.
Thank you for any advice or help anyone can provide!
Responses
EG
Expert
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89.1K Messages
1 y ago
Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.
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rpdaley
Regular Visitor
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18 Messages
1 y ago
Hi I posted URLs above! Thanks I figured an admin needed to approve.
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EG
Expert
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89.1K Messages
1 y ago
The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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XfinityMartinB
Official Employee
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2.5K Messages
1 y ago
Hi there, rpdaley.
Wow! A double whammy. I know it's super frustrating to have the internet cut out during a gaming session. I work from home too, so I know what you mean. Can you please private message me your full name? Thank you for posting to our forums.
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.
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