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RyBlaser
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17 Messages

Thu, Mar 26, 2020 6:00 PM

Re: High Packet Loss / High Ping Issues


@EG wrote:

Apologies for losing track of your thread @JHC3.

 

Even though the signal stats looked o/k at that snapshot in time, The packet loss, latency, and jitter indicate that something is going on. Perhaps there is noise ingress into the line(s) 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 can check the CMTS (Cable Modem Termination System) 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 poll for those upstream receive signal stats.

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


Do you think you can do the same for me? I am having the same exact problem and am getting no help from anyone on the phone or even the tech who came out to look over it. Thank you.

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EG

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1 y ago

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RyBlaser

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1 y ago

Yup I already looked through that and tried everything and I’m still having the same problems. I was wondering if you could escalate it because nobody with the basic equipment or knowledge knows what to do. Thanks!
EG

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86.7K Messages

1 y ago

O/k I need to see the signal status figures, and the error log entries (if you can get them) here first before I can escalate anything.

 

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

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

 

 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
RyBlaser

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17 Messages

1 y ago


@EG wrote:

O/k I need to see the signal status figures, and the error log entries (if you can get them) here first before I can escalate anything.

 

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

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

 

 


Ok I got all that stuff. I am on ethernet plugged into the router, and my brother who has the same problem is on ethernet plugged into the modem/gateway. This imgur link should show the model of the modem and the upstream and downstream. https://imgur.com/a/b2RksHT 

Thank you!

EG

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86.7K Messages

1 y ago

The signal stats at that snapshot in time were o/k. Can you find any modem RF error log entries somewhere there in the U.I. pages ? If so, please also post them. And what about the question: "Is this a WiFi connection" ?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
RyBlaser

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17 Messages

1 y ago


@EG wrote:

The signal stats at that snapshot in time were o/k. Can you find any modem RF error log entries somewhere there in the U.I. pages ? If so, please also post them. And what about the question: "Is this a WiFi connection" ?


There were not any error log entries on the modem. When I look through the logs I can not find anything that looks out of place or like it is a problem. I am hardwired into the modem not on the wifi. This has been an ongoing issue and I have talked to numerous people but they are no help. 

RyBlaser

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17 Messages

1 y ago

I also want to add that I have been having troubles with my ethernet ports on the modem and the router only putting out 100mb and having an orange light instead of up to 1gb. I also can run speed test and it shows I have 200mb so that is confusing to me. For the past few years I have not had any problems with not getting the 200mb like normal. The ports on the router and modem are all orange and I am 100% sure it is not the ethernet cables. This problem started when the high latency and ping problem started and the tech who came to my house just said he did not know how to help with it.

RyBlaser

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17 Messages

1 y ago

Anyone have any advice? There are techs coming out today to bury a new line from the house to the box outside I might be able to get them to try and fix it or do something if I know what to ask and talk to them about. Thanks
RyBlaser

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17 Messages

1 y ago

Has anyone found a solution for this? Calling Comcast is useless because all I get is someone rebooting my modem which does not solve the problem at all. The week is starting and I need to be able to use my internet without disconnecting or lagging out while I work from home. Any information or advice helps.

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4 Messages

1 y ago

I'm having the same issues with high jitter / packet loss. I followed all the instructions here but was unable to resolve.

 

Unfortunately, I think documenting the issue well and having a tech come out is probably your best shot at having it fixed if you can rule our your own equipment / coaxial cabling being at fault.

RyBlaser

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17 Messages

1 y ago

Sorry to bother you @EG I was just wondering if you could help me figure this out or if you could escalate it for me. I've tried everything and I can barely even use the internet at this point.

EG

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86.7K Messages

1 y ago

Escalated.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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3 Messages

1 y ago

Hello,

 

I noticed some packet loss as well on my home network. I tested directly from the modem and same issue. 

 

To make sure it was not my modem or line to the street, I connected to the xfinity wifi hotspot from next door and It has the same issues. It would appear its my neighborhood or maybe this is expected with such high demand for internet at this time. 

 

Thank you,

 

RyBlaser

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17 Messages

1 y ago

Will someone be reaching out to me anytime soon? The internet is awful right now and when I call Comcast I can’t get past the bot. I’ve been having problems for over 2 weeks and nobody has been able to help me.

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8 Messages

1 y ago

I'm having the same issues. Packet loss is crazy bad, has been for weeks. I've been getting the runaround. NOT HAPPY

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