6 Messages
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.
XfinityDilary
Official Employee
•
1.9K Messages
1 year 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.
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user_dxomb4
6 Messages
1 year ago
Here are my modem stats today:
Current System Time:Sat Feb 10 13:55:41 2024
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user_dxomb4
6 Messages
11 months 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:
Current System Time:Mon Feb 12 15:44:30 2024
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user_dxomb4
6 Messages
11 months 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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