RyBlaser's profile

Frequent Visitor

 • 

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.

Responses

Frequent Visitor

 • 

8 Messages

1 y ago

Thanks for sharing RyBlaser. I've been considering purchasing my own modem to test. I was able to get someone on the phone that was mildly helpful a couple days ago. They said they would have a tech come check my lines as he noticed strong signal fluctuation during his tests....but couldn't tell me when. When I signed into the Xfinity My Account app today it said there was some planned maintenance scheduled for Tuesday 1:30AM-6:00AM in my area. I'm hoping that fixes the problem. Best of luck to you on you quest for a stable internet connection.

RyBlaser

Frequent Visitor

 • 

17 Messages

1 y ago

I just check the stats on the new modem and it says that the downstream power is kind of high. All of them are above 8 and some are close to 11
RyBlaser

Frequent Visitor

 • 

17 Messages

1 y ago

Still no luck on getting it fixed I’ve had 2 people out here in the past day. One tech moved the downstream down to 7 then like an hour later they are all up to 9-10 again. Now the other guy is telling me that everything looks good and there are just a lot of people on the networks. I don’t know what to do at this point.
ah365

Frequent Visitor

 • 

14 Messages

1 y ago

I have the exact problem too over a month now, I tried everything and customer service only restart the modem nothing more. I've netgear CM500

ping 8.8.8.8/8.8.4.4 with ~10% packet loss did it by connecting directly to the modem or over wifi no difference;

~10% during work day, and ~2% at night , so it looks like the load shows the problem. 

modem SNR, power numbers for downstream look fine and upstream power numbers look fine.

so internet speed is fine but latency and packet loss is a big thing I can't have any conference meeting and my voice always breaks up.

 

ah365

Frequent Visitor

 • 

14 Messages

1 y ago

a technicien came yesterday and couldn't do anything more than looking at the external wire and the wire to the modem; he said " I can't do more"!

Also I found that there is no packet loss at night or now (no body works from home time), so it looks like my neighborhood needs an upgrade from comcast and it is not only me.

 

here is a traceroute output around 4 pm (~10% packet loss time frame):

 

traceroute 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets
1 192.168.68.1 (192.168.68.1) 1.545 ms 2.983 ms 1.963 ms
2 96.120.103.153 (96.120.103.153) 20.315 ms 27.856 ms *
3 68.86.97.97 (68.86.97.97) 23.887 ms 281.368 ms 21.533 ms
4 69.139.160.245 (69.139.160.245) 48.753 ms 107.406 ms 198.715 ms
5 be-33650-cr01.seattle.wa.ibone.comcast.net (68.86.93.165) 35.695 ms 33.989 ms 145.745 ms
6 be-10847-pe02.seattle.wa.ibone.comcast.net (68.86.86.226) 91.960 ms 39.081 ms 32.905 ms
7 50.242.149.198 (50.242.149.198) 24.426 ms 186.522 ms 57.934 ms
8 * * *
9 dns.google (8.8.8.8) 320.788 ms 89.307 ms 36.142 ms

==========================

 

another traceroute after working hours (Sat 10:30 am), looks good to me and no packet loss during that time too.

 

traceroute 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets
1 192.168.68.1 (192.168.68.1) 1.945 ms 10.467 ms 8.426 ms
2 96.120.103.153 (96.120.103.153) 10.093 ms 12.130 ms 11.892 ms
3 68.86.97.97 (68.86.97.97) 9.607 ms 17.753 ms 10.469 ms
4 69.139.160.245 (69.139.160.245) 15.957 ms 36.796 ms 19.735 ms
5 be-33650-cr01.seattle.wa.ibone.comcast.net (68.86.93.165) 87.025 ms 15.212 ms 11.881 ms
6 be-10847-pe02.seattle.wa.ibone.comcast.net (68.86.86.226) 34.711 ms 13.423 ms 10.953 ms
7 50.242.149.198 (50.242.149.198) 13.334 ms 15.926 ms 42.674 ms
8 * * *
9 dns.google (8.8.8.8) 12.942 ms 13.887 ms 31.305 ms

====================

 

I hope someone from comcast understands what is going on and fix this problem!

Regular Visitor

 • 

4 Messages

1 y ago

This thread only has 1300 views... Are you saying there is a problem?

ah365

Frequent Visitor

 • 

14 Messages

1 y ago

I think there is problem in xfinity in certain areas, network is congested because many people working from home, this problem disappear on weekends and at night.

New Poster

 • 

3 Messages

1 y ago

I also have been having the exact same issues. I can't play any online games or watch any videos. It's quite awful. 

Regular Visitor

 • 

1 Message

1 y ago

I have been experiencing the same issue. I have called comcast repeatedly and after hours of waiting for a call or scheduling a call, no one knew the answer at all and just suggested to restart the modem; however, that does not work at all. I am very unhappy with the service at hand, as no one seems to have an update on this issue or have fixed it for the past month. Has anyone have any update on how to fix this issue?

New to the Community?

Start Here