Packet Loss

Recently I have moved from my house, I moved somewhere not far and upgraded my xfinity plan from 75 MBPS to 1 GB and even got a XB8. Ever since I have gotten this new internet box and plan I have been receiving alot of packet loss and internet spikes. When I play a game like Roblox randomly I get ping spikes to 5000+ and lose alot of packets. I know that the problem isnt where I live now simply because it is near where I used to live. For example when playing roblox this is my normal ping but then it randomly spikes and I lose all packets.

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EG

Expert

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120.8K Messages

1 month ago

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Is this with a WiFi connection ?

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user_0mt6i5

Visitor

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3 Messages

Downstream

Channel Bonding Value

Channel ID

4

1

2

3

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

193

194

Lock Status

Locked

Frequency

393 MHz

375 MHz

381 MHz

387 MHz

399 MHz

405 MHz

411 MHz

417 MHz

423 MHz

429 MHz

435 MHz

441 MHz

447 MHz

453 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 MHz

501 MHz

507 MHz

513 MHz

519 MHz

525 MHz

531 MHz

537 MHz

543 MHz

549 MHz

555 MHz

561 MHz

722000000

957000000

SNR

44.6 dB

44.5 dB

44.7 dB

44.5 dB

44.7 dB

44.6 dB

44.4 dB

44.5 dB

44.4 dB

44.5 dB

44.4 dB

44.5 dB

44.6 dB

44.9 dB

44.8 dB

44.9 dB

45.0 dB

44.9 dB

45.1 dB

45.2 dB

45.0 dB

45.1 dB

45.3 dB

45.5 dB

45.3 dB

45.5 dB

45.8 dB

45.1 dB

44.8 dB

Power Level

0.5 dBmV

0.4 dBmV

0.5 dBmV

0.4 dBmV

0.3 dBmV

0.4 dBmV

0.3 dBmV

0.1 dBmV

0.2 dBmV

0.1 dBmV

0.0 dBmV

0.2 dBmV

0.0 dBmV

0.2 dBmV

0.3 dBmV

0.6 dBmV

0.7 dBmV

0.6 dBmV

0.7 dBmV

0.8 dBmV

0.9 dBmV

1.0 dBmV

1.1 dBmV

1.2 dBmV

1.3 dBmV

1.5 dBmV

1.7 dBmV

1.8 dBmV

2.1 dBmV

2.3 dBmV

3.1 dBmV

4.0 dBmV

Modulation

256 QAM

256 QAM
This is a WiFi Connection but my brother uses ethernet and he has the same packetloss problems.

256 QAM

OFDM

Upstream	Channel Bonding Value
Channel ID	17	18	19	20	43
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	41.3 dBmV	41.8 dBmV	42.3 dBmV	42.0 dBmV	37.0 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

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1 month ago

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EG

Expert

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120.8K Messages

1 month ago

The stats were very good at that snapshot in time. Are there any modem component RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot), but redact any CM MAC and the CMTS MAC addresses for privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly.

I'll ask this again. Is this with a WiFi connection ?

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user_0mt6i5

Visitor

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3 Messages

I checked the Event, System, and Firewall logs. There are no RF error entries logged.

The issue is occurring over Wifi. My brother uses ethernet and has the same problems so I dont see that being the problem.

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1 month ago

0

XfinityBenny

Official Employee

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1.7K Messages

@user_0mt6i5 Thanks for confirming. Let us troubleshoot the connection on your behalf. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer. tick

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1 month ago

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EG

Expert

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120.8K Messages

1 month ago

Ok so there are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

0

EG

Expert

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120.8K Messages

1 month ago

@user_0mt6i5 @XfinityBenny

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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Your Home Network

user_0mt6i5

Packet Loss

EG

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EG

user_0mt6i5

XfinityBenny

EG

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