Regular Visitor
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3 Messages
Packet Loss on Upstream
Equipment - Arieal Pole -> RG6 -> NID -> RG6-> Spliter 2way -> Netgear CM1150V -> Cat7 -> Netgear RAX200
Have had Comcast out who replaced line from pole to house, installled new NID box with filter and new RG6 from NID to Spliter (one to DVR and one to modem). All SNR, Power and Speed look good to me and consistently wired speed down is 800-900Mbps and up is 35-44Mbps with Jitter on avg is 2-4ms, Ping on avg is 9-20ms,
PROBLEM: main issue packet loss upwards of 3-4% on upstream with less than 1% downstream. This causes video/audio choppiness in Zoom/Google Meets for teacher, student and remote worker. seems to be focus on upstream problem. Also in logs seeing T3 timeouts today - but typically see CM-Status message Event Type code 5 / Chan ID 37 messages.
ANY IDEAS/SUGGESTIONS - seems to be upstream from me? How would I get comcast to look into line issue since between them and I we've changed out everything from workstaiton to pole.
In Log see messages:
| Time | Priority | Description |
| Wed Jan 13 00:01:07 2021 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:XX:XX:XX;CMTS-MAC=00:01:5c:66:54:69;CM-QOS=1.1;CM-VER=3.1; |
| Tue Jan 12 18:45:44 2021 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:XX:XX:XX;CMTS-MAC=00:01:5c:66:54:69;CM-QOS=1.1;CM-VER=3.1; |
| Tue Jan 12 18:45:31 2021 | Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=78:d2:94:XX:XX:XX;CMTS-MAC=00:01:5c:66:54:69;CM-QOS=1.1;CM-VER=3.1; |
| Tue Jan 12 18:45:26 2021 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=78:d2:94:XX:XX:XX;CMTS-MAC=00:01:5c:66:54:69;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:XX:XX:X;CMTS-MAC=00:01:5c:66:54:69;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:d2:94:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
What can be checked. I have verified all connections are tight, replaced all eithernet with Cat7 for wired connections.
CM1150V status page
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Responses
BricktonISP
Regular Visitor
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3 Messages
5 m ago
Ok good thanks for the update - glad to see if somewhere upstream they can see an issue
I have Cat7 newly cabled to all internal nodes
I was running IPv6 mode but turned that off to see if IPv4 would respond better as well.
I have had 2 different tech appointments -- most recently they replaced wires from ariel pole to nid to splitter (2-way supplied by Comcast) one to modem one to dvr.
Can only assume something upstream -- I even took on 30 day trial of XR7 modem/router but given no details in the log on that thing nothing notably different - went back to my CM1150v customer-owned - at latest firmware v04.0202 confirmed with Netgear and Comcast that's the latest. Kinda at wits end to get stable.
Look forward to the response from the upstream CMTS team or line/pole teams in my area to review.
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EG
Expert
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87.1K Messages
5 m 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) / return path 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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BricktonISP
Regular Visitor
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3 Messages
5 m ago
Updated CM1150V Log with more Event Type criticals/notices received in last 2 days since the original post. Still, awaiting Comcast/Xfinity CMTS Techs response from the escalation in this thread to respond?
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EG
Expert
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87.1K Messages
5 m ago
Please have patience. We have been told by the powers that be that they are a bit shorthanded at this time.
I can try re-escalating this again if you don't get a response soon.
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ComcastMichelleR
Official Employee
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375 Messages
5 m ago
@BricktonISP Thank you so much for taking the time to reach out to us regarding the connection issues that you have been experiencing. I am truly sorry for the delay in our response and am very grateful for your time and patience. I would love to get to the bottom of the connection issues, can you please reach out through private message (you can find out how with this link https://comca.st/3pntKrb) with your first and last name, name on the account if different and service address and we will work to get to the bottom of this with you?
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