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user_ct5we1
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Tuesday, April 22nd, 2025 11:28 PM

Regular Drops of Upstream Packets

I am getting regular drops of upstream packets which is apparent as all devices will suddenly lose all upstream packets while downstream appears to stay ok temporarily, followed by full loss of connection.  This is most noticeable while playing games as they will send downstream data to me for a while before disconnecting and services such as discord will let me hear but not speak during this time for a moment as well.

My modem settings look mostly ok, the upstream power is slightly high by my understanding but it has always been around this value.  I suspect an issue exists with the local node rather than an issue with cabling or modem inside the apartment as I have confirmed there are no splitters and the cable is not corroded.

 RF Parameters

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 447.00 MHz 5.80 dBmV 44.63 dB 256QAM 916749107 15 0
Downstream 2 1 429.00 MHz 5.70 dBmV 43.38 dB 256QAM 937923515 6 0
Downstream 3 2 435.00 MHz 5.50 dBmV 43.38 dB 256QAM 937994937 9 0
Downstream 4 3 441.00 MHz 5.80 dBmV 44.63 dB 256QAM 937819479 0 0
Downstream 5 5 453.00 MHz 5.60 dBmV 44.63 dB 256QAM 969888460 11 0
Downstream 6 6 459.00 MHz 5.70 dBmV 43.38 dB 256QAM 960578790 9 0
Downstream 7 7 465.00 MHz 5.50 dBmV 44.63 dB 256QAM 955224799 0 0
Downstream 8 8 471.00 MHz 5.50 dBmV 43.38 dB 256QAM 987808279 13 0
Downstream 9 9 477.00 MHz 5.30 dBmV 44.63 dB 256QAM 993288493 25 0
Downstream 10 10 483.00 MHz 5.30 dBmV 43.38 dB 256QAM 954291466 18 0
Downstream 11 11 489.00 MHz 5.30 dBmV 43.38 dB 256QAM 993893978 15 0
Downstream 12 12 495.00 MHz 5.20 dBmV 43.38 dB 256QAM 874337668 14 0
Downstream 13 13 501.00 MHz 5.20 dBmV 44.63 dB 256QAM 897290609 19 0
Downstream 14 14 507.00 MHz 5.10 dBmV 44.63 dB 256QAM 900628275 1 0
Downstream 15 15 513.00 MHz 4.90 dBmV 43.38 dB 256QAM 901212014 1 0
Downstream 16 16 519.00 MHz 4.70 dBmV 43.38 dB 256QAM 901193244 5 0
Downstream 17 17 525.00 MHz 4.80 dBmV 40.95 dB 256QAM 1007415803 1 0
Downstream 18 18 531.00 MHz 4.50 dBmV 43.38 dB 256QAM 1007683746 1 0
Downstream 19 19 537.00 MHz 4.10 dBmV 43.38 dB 256QAM 961438396 0 0
Downstream 20 20 543.00 MHz 4.00 dBmV 44.63 dB 256QAM 852625140 0 0
Downstream 21 21 549.00 MHz 3.90 dBmV 43.38 dB 256QAM 890756061 0 0
Downstream 22 22 555.00 MHz 3.70 dBmV 44.63 dB 256QAM 890324057 0 0
Downstream 23 23 561.00 MHz 3.30 dBmV 43.38 dB 256QAM 891610084 0 0
Downstream 24 24 567.00 MHz 3.40 dBmV 43.38 dB 256QAM 893338576 0 0
Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 16.40 MHz 50.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 35.60 MHz 49.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 29.20 MHz 49.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 22.80 MHz 49.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 Status
System Uptime: 0 d: 23 h: 40 m
Computers Detected: staticCPE(1), dynamicCPE(0)
CM Status: OPERATIONAL
Time and Date: Tue 2025-04-22 17:26:52

 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Port 1 Enabled Down -----
LAN Port 2 Enabled Up 1000(Full)
LAN Port 3 Enabled Up 100(Full)
LAN Port 4 Enabled Up 1000(Full)
CABLE Enabled Up -----

Question

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Updated 

23 days ago

 • Edited

36

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user_ct5we1

Visitor

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4 Messages

28 days ago

I should add that I have tried the following things already

- Removing a splitter that was supplying coax to multiple places in the apartment and replacing it with a coax coupler
- Removing a coax coupler and putting the modem directly on the cable into the apartment
- Fully factory resetting the modem
- Fully replacing the modem with a new modem

This issue happens 1-3 times a day for about 5-10 minutes at a time.  No outage is reported in most cases on the Xfinity App.

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user_ct5we1

Visitor

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4 Messages

28 days ago

Additionally I see consistent packet loss via PingPlotter trace routes to Atlanta based nodes.

3

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XfinityAlfonso

Official Employee

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1.6K Messages

Hello user_ct5we1 thank you so much for taking the time and reaching us here on our Xfinity Forums! The traceroute is excellent, and we look forward to reviewing that.  When these issues are happening, are you able to run troubleshooting via the Xfinity App? Testing via ethernet is great, and is generally best. Were these results the same between the 2 modems tested as far as the drops along the Atlanta hops? 

 

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

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26 days ago

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user_ct5we1

Visitor

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4 Messages

So its my understanding now that drops of packets to the atlanta hops may just be overloaded nodes rejecting the ICMP requests with the traceroute, but the issue has continued.  The results are identical between the 2 modems and the troubleshooting either says it cannot find a modem (rarely) or says there is no issue (most of the time).  I have noticed there have been lots of outages reported in the app but there is not always a corresponding outage, which also leads me to think something is being noticed sometimes and not other times by the local Xfinity people.

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24 days ago

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XfinityChelseaB

Official Employee

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1.7K Messages

@user_ct5we1,  If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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

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24 days ago

0

EG

Expert

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110.4K Messages

23 days ago

@user_ct5we1 @XfinityChelseaB 

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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