1 Message
Significant packet loss
Hi everyone! I am experiencing about 12% of packet loss constantly, since last week or so. It's been pretty annoying since, with Youtube videos stuttering and voice calls cutting off. I restarted my modem-router many times, but it does not seem to solve the issue. Below are some diagnoses I took from my PC which is connected to the modem-router.
Is this an xfinity hardware problem? From the last image, I assume that there is no connection issue between my PC and the router.
Thank you for helping with the issue!
EG
Expert
•
110K Messages
2 years ago
The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. And the downstream power is on the low / weak side. Several channels are not even locking in and some of the SNR's are too low / out of spec. This typically indicates that there is a signal / connection problem / line impairment somewhere. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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