U

Friday, February 2nd, 2024 9:58 PM

Closed

Random Packet Loss / Noise

Hello,

I have been experiencing this issue off and on for almost 6 months now. I've had 5 techs come out and replace cabling outside the house and/or putting an attenuator on/removing and then test, saying there were no issues after making changes. Well, shortly after they left, the issue came back. I've told numerous technicians/support reps ignore the fact that I have tried three different modems and had my cabling redone multiple times, as well as that this issue has happened before and it affected my area and not just my house.

The issue itself is intermittent packet loss. During these times, the SNR and power levels fluctuate. The issue was resolved at one point. A tech that was scheduled to come to my house called me to tell me that there was nothing that he could do, and that technicians found an issue somewhere in the area that was affecting several other residents in my area. They performed work (not sure what - I think he said something about an amplifier) and the issue was resolved. Then, a month later, the issue returned and has been slowly getting worse since then.

Here is the status on my modem currently:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 525000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 525000000 Hz -8 dBmV 40 dB 3508 0
13 Locked QAM256 477000000 Hz -6 dBmV 41 dB 4894 6
14 Locked QAM256 483000000 Hz -7 dBmV 41 dB 4815 0
15 Locked QAM256 489000000 Hz -7 dBmV 41 dB 4607 4
16 Locked QAM256 495000000 Hz -7 dBmV 41 dB 4445 3
17 Locked QAM256 507000000 Hz -8 dBmV 40 dB 3799 0
18 Locked QAM256 513000000 Hz -7 dBmV 41 dB 3664 0
19 Locked QAM256 519000000 Hz -8 dBmV 40 dB 3410 0
21 Locked QAM256 531000000 Hz -8 dBmV 40 dB 3604 0
22 Locked QAM256 537000000 Hz -9 dBmV 40 dB 3724 0
23 Locked QAM256 543000000 Hz -8 dBmV 40 dB 3507 7
24 Locked QAM256 549000000 Hz -9 dBmV 39 dB 3591 35
25 Locked QAM256 555000000 Hz -9 dBmV 39 dB 3352 13
26 Locked QAM256 561000000 Hz -9 dBmV 40 dB 3152 19
27 Locked QAM256 567000000 Hz -9 dBmV 39 dB 3401 17
28 Locked QAM256 573000000 Hz -9 dBmV 39 dB 3180 2
29 Locked QAM256 579000000 Hz -9 dBmV 39 dB 3049 0
30 Locked QAM256 585000000 Hz -10 dBmV 38 dB 2953 0
31 Locked QAM256 591000000 Hz -10 dBmV 38 dB 2914 1
32 Locked QAM256 597000000 Hz -10 dBmV 38 dB 2709 6
33 Locked QAM256 603000000 Hz -10 dBmV 38 dB 2759 8
34 Locked QAM256 609000000 Hz -10 dBmV 39 dB 2797 0
35 Locked QAM256 615000000 Hz -10 dBmV 38 dB 2706 4
36 Locked QAM256 621000000 Hz -9 dBmV 39 dB 2525 12
37 Locked QAM256 627000000 Hz -10 dBmV 38 dB 2564 17
38 Locked QAM256 633000000 Hz -10 dBmV 39 dB 2410 11
39 Locked QAM256 639000000 Hz -9 dBmV 39 dB 2053 11
40 Locked QAM256 645000000 Hz -10 dBmV 38 dB 2096 0
41 Locked QAM256 651000000 Hz -9 dBmV 39 dB 1865 1
42 Locked QAM256 657000000 Hz -9 dBmV 39 dB 1719 0
43 Locked QAM256 663000000 Hz -10 dBmV 38 dB 1727 0
44 Locked QAM256 669000000 Hz -10 dBmV 38 dB 1549 0
193 Locked OFDM PLC 688000000 Hz -10 dBmV 38 dB 34747872 7407



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
17 Locked SC-QAM 16400000 Hz 6400000 42.5 dBmV
18 Locked SC-QAM 22800000 Hz 6400000 41.0 dBmV
19 Locked SC-QAM 29200000 Hz 6400000 39.8 dBmV
20 Locked SC-QAM 35600000 Hz 6400000 39.3 dBmV
21 Locked SC-QAM 40400000 Hz 3200000 40.5 dBmV
22 Locked SC-QAM 10400000 Hz 3200000 42.3 dBmV

Current System Time:Fri Feb 2 13:53:37 2024

Is it possible to check other customers in my area and confirm that they are experiencing the same/similar issues? I am confident there is a wider issue going on in my area, especially since the one tech said that there was nothing that he could do, that there was an issue on equipment in the area, and that it was resolved later that day.

Someone please help. I am tired of this terrible service on both the technical and customer service side. I am already looking into other ISPs and am very close to switching to another provider.

Thank you.

Official Employee

 • 

1.2K Messages

19 days ago

Thanks for posting on our community forums, @user_dxomb4. I appreciate the detailed information. I'm sorry that this has been a persisting issue without a resolution. We'd like to help get to the bottom of this. To confirm, since the last technician, have you completed any self-troubleshooting? Checked the coaxial connection on both ends (wall plate and modem) to make sure it's tight and there's no damage on it, and rebooted the modem manually or through the Xfinity App. 

6 Messages

I (and a technician) have checked all physical connections, inside and out, and there are no issues. The only thing they haven't checked is the connection on the pole. I have rebooted the modem multiple times (as well as replaced the modem twice, per my original post) and the issue is still present.

The issue seems to happen most often during peak usage hours. Most recently, between 10:00 am - 4:00 pm, and sometimes between 4:00 pm - 8:00 pm. It has been more frequent lately as well.

On my most recent phone call to support, the technician indicated that some other customers in my area had reported similar issues and there has been a ticket open for an issue in the area for a long time (more than 30 days), but there has been no recent activity on it.

This is getting to the point where I cannot rely on my internet connection for work or pleasure, and it's incredible frustrating.

Is there any way someone can help me look at the open ticket in the area and escalate the issue?

Thank you.

6 Messages

13 days ago

Here are my modem stats today:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 525000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 525000000 Hz -8 dBmV 41 dB 52138 598
13 Locked QAM256 477000000 Hz -6 dBmV 42 dB 76049 1038
14 Locked QAM256 483000000 Hz -6 dBmV 42 dB 75215 981
15 Locked QAM256 489000000 Hz -7 dBmV 42 dB 73288 918
16 Locked QAM256 495000000 Hz -7 dBmV 42 dB 69102 807
17 Locked QAM256 507000000 Hz -7 dBmV 41 dB 59645 751
18 Locked QAM256 513000000 Hz -7 dBmV 42 dB 54476 655
19 Locked QAM256 519000000 Hz -7 dBmV 42 dB 50435 593
21 Locked QAM256 531000000 Hz -8 dBmV 41 dB 52208 549
22 Locked QAM256 537000000 Hz -8 dBmV 41 dB 50720 549
23 Locked QAM256 543000000 Hz -8 dBmV 41 dB 50264 550
24 Locked QAM256 549000000 Hz -8 dBmV 41 dB 50801 625
25 Locked QAM256 555000000 Hz -9 dBmV 40 dB 47648 562
26 Locked QAM256 561000000 Hz -8 dBmV 40 dB 45203 573
27 Locked QAM256 567000000 Hz -9 dBmV 40 dB 45107 593
28 Locked QAM256 573000000 Hz -9 dBmV 40 dB 42587 755
29 Locked QAM256 579000000 Hz -9 dBmV 40 dB 38201 1151
30 Locked QAM256 585000000 Hz -10 dBmV 39 dB 38512 1131
31 Locked QAM256 591000000 Hz -10 dBmV 39 dB 37941 1206
32 Locked QAM256 597000000 Hz -10 dBmV 39 dB 35855 1218
33 Locked QAM256 603000000 Hz -10 dBmV 38 dB 36637 1532
34 Locked QAM256 609000000 Hz -10 dBmV 39 dB 37613 1766
35 Locked QAM256 615000000 Hz -10 dBmV 38 dB 35153 2260
36 Locked QAM256 621000000 Hz -10 dBmV 38 dB 33980 2828
37 Locked QAM256 627000000 Hz -11 dBmV 38 dB 35234 4207
38 Locked QAM256 633000000 Hz -11 dBmV 38 dB 34691 5283
39 Locked QAM256 639000000 Hz -11 dBmV 38 dB 33380 5934
40 Locked QAM256 645000000 Hz -11 dBmV 38 dB 33539 7695
41 Locked QAM256 651000000 Hz -12 dBmV 37 dB 33664 10618
42 Locked QAM256 657000000 Hz -11 dBmV 37 dB 33505 14584
43 Locked QAM256 663000000 Hz -12 dBmV 37 dB 35758 19989
44 Locked QAM256 669000000 Hz -13 dBmV 36 dB 39060 26617
193 Locked OFDM PLC 688000000 Hz -14 dBmV 33 dB 2118889070 714280833


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
17 Locked SC-QAM 16400000 Hz 6400000 39.3 dBmV
18 Locked SC-QAM 22800000 Hz 6400000 39.8 dBmV
19 Locked SC-QAM 29200000 Hz 6400000 39.3 dBmV
20 Locked SC-QAM 35600000 Hz 6400000 39.3 dBmV
21 Locked SC-QAM 40400000 Hz 3200000 40.8 dBmV
22 Locked SC-QAM 10400000 Hz 3200000 38.5 dBmV


Current System Time:Sat Feb 10 13:55:41 2024

Official Employee

 • 

970 Messages

Good afternoon @user_dxomb4, and thank you for posting your modem stats, we appreciate you taking the time to do that. Our team will be happy to review your ongoing issues further and get your concerns in the right hands to get this fixed. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" 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. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you further. 

 

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 a reply as the Accepted Answer.tick

6 Messages

Will work on sending a DM now - thank you.

Official Employee

 • 

970 Messages

Awesome @user_dxomb4! We look forward to working with you further over DM so we can better assist. 

 

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 a reply as the Accepted Answer.tick

Official Employee

 • 

1.9K Messages

@user_dxomb4 Thank you for working with us to resolve this issue with the help of our local team. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy weekend! 

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 a reply as the Accepted Answer.tick

6 Messages

11 days ago

A technician came out today and saw water in the line coming from the tap, so he replaced it. However, the issue still persists and I am still getting random packet loss. Here is the status of the modem after replacing the cable from the tap to the house:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 525000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 525000000 Hz 0 dBmV 44 dB 720 0
13 Locked QAM256 477000000 Hz 1 dBmV 44 dB 960 0
14 Locked QAM256 483000000 Hz 1 dBmV 41 dB 846 0
15 Locked QAM256 489000000 Hz 1 dBmV 40 dB 947 0
16 Locked QAM256 495000000 Hz 1 dBmV 44 dB 816 0
17 Locked QAM256 507000000 Hz 0 dBmV 43 dB 784 0
18 Locked QAM256 513000000 Hz 0 dBmV 44 dB 687 0
19 Locked QAM256 519000000 Hz 0 dBmV 44 dB 633 0
21 Locked QAM256 531000000 Hz 0 dBmV 43 dB 549 0
22 Locked QAM256 537000000 Hz 0 dBmV 44 dB 541 0
23 Locked QAM256 543000000 Hz 0 dBmV 43 dB 568 0
24 Locked QAM256 549000000 Hz 0 dBmV 43 dB 524 0
25 Locked QAM256 555000000 Hz 0 dBmV 43 dB 524 0
26 Locked QAM256 561000000 Hz 0 dBmV 43 dB 536 0
27 Locked QAM256 567000000 Hz 0 dBmV 43 dB 526 0
28 Locked QAM256 573000000 Hz 0 dBmV 43 dB 463 0
29 Locked QAM256 579000000 Hz 0 dBmV 43 dB 431 0
30 Locked QAM256 585000000 Hz 0 dBmV 42 dB 470 0
31 Locked QAM256 591000000 Hz -1 dBmV 42 dB 454 0
32 Locked QAM256 597000000 Hz -1 dBmV 42 dB 391 0
33 Locked QAM256 603000000 Hz -1 dBmV 42 dB 406 0
34 Locked QAM256 609000000 Hz -1 dBmV 42 dB 436 0
35 Locked QAM256 615000000 Hz -1 dBmV 42 dB 367 0
36 Locked QAM256 621000000 Hz -1 dBmV 42 dB 343 0
37 Locked QAM256 627000000 Hz -1 dBmV 42 dB 390 0
38 Locked QAM256 633000000 Hz -1 dBmV 42 dB 363 0
39 Locked QAM256 639000000 Hz -1 dBmV 42 dB 347 0
40 Locked QAM256 645000000 Hz -1 dBmV 42 dB 360 0
41 Locked QAM256 651000000 Hz -1 dBmV 42 dB 334 0
42 Locked QAM256 657000000 Hz -1 dBmV 42 dB 286 0
43 Locked QAM256 663000000 Hz -2 dBmV 42 dB 293 0
44 Locked QAM256 669000000 Hz -2 dBmV 42 dB 316 0
193 Locked OFDM PLC 688000000 Hz -2 dBmV 40 dB 14863408 3


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
17 Locked SC-QAM 16400000 Hz 6400000 40.3 dBmV
18 Locked SC-QAM 22800000 Hz 6400000 39.0 dBmV
19 Locked SC-QAM 29200000 Hz 6400000 42.8 dBmV
20 Locked SC-QAM 35600000 Hz 6400000 40.5 dBmV
21 Locked SC-QAM 40400000 Hz 3200000 40.5 dBmV
22 Locked SC-QAM 10400000 Hz 3200000 38.5 dBmV


Current System Time:Mon Feb 12 15:44:30 2024

6 Messages

11 days ago

Also - not sure if this is relevant, but thought I'd throw it out there. I am paying for the gig service (1000/20) and I never get above 800 Mbps download, even when wired directly into the modem.

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