Packet Loss

Hello,

I'm recently experiencing a severe packet loss. Download speed is good, but gaming or voice chat is seriously compromised, or even impossible. Could it be caused by upstream channels lack of power?

Few months ago I switched to Netgear modem CM1200, after Xfinity told me that my old modem will not be supported any longer.

Could you please advise me how I can have this issue fixed, or whom should I contact? I tried to contact support, but automated assistant was not helpful at all.

Thank you.

Modem logs:

Sun Mar 05 21:14:01 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:13:47 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:13:47 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:13:47 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:09:17 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:09:17 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:09:17 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:08:46 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:08:46 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:08:46 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:08:18 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:08:18 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:08:18 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:04:15 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:04:15 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 05 21:04:15 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	525000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	17	525000000 Hz	1.5 dBmV	43.7 dB	0	0
2	Locked	QAM256	1	423000000 Hz	1.6 dBmV	44.1 dB	0	0
3	Locked	QAM256	2	429000000 Hz	1.8 dBmV	44.3 dB	0	0
4	Locked	QAM256	3	435000000 Hz	1.9 dBmV	44.3 dB	0	0
5	Locked	QAM256	4	441000000 Hz	1.5 dBmV	44 dB	0	0
6	Locked	QAM256	5	447000000 Hz	1.1 dBmV	43.9 dB	0	0
7	Locked	QAM256	6	453000000 Hz	1.5 dBmV	44 dB	0	0
8	Locked	QAM256	7	459000000 Hz	1.4 dBmV	43.9 dB	0	0
9	Locked	QAM256	8	465000000 Hz	1.7 dBmV	44.2 dB	0	0
10	Locked	QAM256	9	471000000 Hz	1.6 dBmV	44 dB	0	0
11	Locked	QAM256	10	477000000 Hz	1.5 dBmV	43.9 dB	0	0
12	Locked	QAM256	11	483000000 Hz	1.5 dBmV	43.9 dB	0	0
13	Locked	QAM256	12	489000000 Hz	1.8 dBmV	43.9 dB	0	0
14	Locked	QAM256	13	495000000 Hz	1.6 dBmV	43.7 dB	0	0
15	Locked	QAM256	14	507000000 Hz	1.5 dBmV	43.7 dB	0	0
16	Locked	QAM256	15	513000000 Hz	1.7 dBmV	43.8 dB	0	0
17	Locked	QAM256	16	519000000 Hz	1.8 dBmV	43.7 dB	0	0
18	Locked	QAM256	18	531000000 Hz	1.5 dBmV	43.5 dB	0	0
19	Locked	QAM256	19	537000000 Hz	1.3 dBmV	43.4 dB	0	0
20	Locked	QAM256	20	543000000 Hz	1.3 dBmV	43.4 dB	0	0
21	Locked	QAM256	21	549000000 Hz	1.5 dBmV	43.4 dB	0	0
22	Locked	QAM256	22	555000000 Hz	1.5 dBmV	43.4 dB	0	0
23	Locked	QAM256	23	561000000 Hz	1.7 dBmV	43.4 dB	0	0
24	Locked	QAM256	24	567000000 Hz	1.2 dBmV	43.3 dB	0	0
25	Locked	QAM256	25	573000000 Hz	1.2 dBmV	43.2 dB	0	0
26	Locked	QAM256	26	579000000 Hz	1.3 dBmV	43.2 dB	0	0
27	Locked	QAM256	27	585000000 Hz	1.3 dBmV	43.2 dB	0	0
28	Locked	QAM256	28	591000000 Hz	1.5 dBmV	43.2 dB	0	0
29	Locked	QAM256	29	597000000 Hz	1.7 dBmV	43.4 dB	0	0
30	Locked	QAM256	30	603000000 Hz	1.3 dBmV	43.2 dB	0	0
31	Locked	QAM256	31	609000000 Hz	0.7 dBmV	43 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels (Partial Service)

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	49	5120 Ksym/sec	16400000 Hz	48.3 dBmV
2	Not Locked	Unknown	50	0 Ksym/sec	16400000 Hz	0.0 dBmV
3	Not Locked	Unknown	51	0 Ksym/sec	22800000 Hz	0.0 dBmV
4	Not Locked	Unknown	52	0 Ksym/sec	29200000 Hz	0.0 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	33	693000000 Hz	3.3 dBmV	43.1 dB	1108 ~ 2987	958725339	395180991	0
2	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

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Responses

Accepted Solution

ruda_malpa

Visitor

•

4 Messages

2 years ago

Problem solved. I was able to make an appointment with a technician, and he found the issue outside of my house. After few minutes it was fixed.

EG

Expert

•

110.3K Messages

2 years ago

@ruda_malpa

Hi. Would you happen to know what exactly was done to fix it ? If so, would you please share the solution with the community, thanks !

ruda_malpa

Visitor

•

4 Messages

2 years ago

Technician told me that the cable from my house to the Comcast box was damaged, most likely by landscaping company. It looked like they tried to fix it but didn't do a good job.

After replacing the cable pings are 5x better (no more timeouts), no packet loss, download speed increased by about 15%, upload by about 150%. Xfinity surprised me positively by speed of repair. I was able to request a call back this morning, arrange specialist visit, and few hours later my issues were resolved. Technician was excellent.

The only complain that I have is that some guy from support called me and tried to cancel my appointment with technician. He tried to convince me that if I can open www.google.com in my browser, it means that my internet doesn't have any issue.

EG

Expert

•

110.3K Messages

2 years ago

@ruda_malpa

Hey, thanks for posting back with that info !! Hope things hold up for you !! Good luck !!

Your Home Network

ruda_malpa

Packet Loss

ruda_malpa

EG

ruda_malpa

EG

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