Troubleshooting internet stability and packet loss issues

Looking for the magic solution, even if that means dropping Xfinity! I have been battling with packet loss and internet stability issues for more than a year now. Many attempts to resolve through Xfinity customer support have left me defeated. I've dealt with it, but it's incredibly frustrating. At my previous residence, in the same city, I never had an issue.

I'm experiencing intermittent, but frequent packet loss and latency spikes across all devices on my home network regardless of WiFi or Ethernet connection. This problem presents as:

Slow load times, buffering, and/or a grainy image while streaming TV/movies and while scrolling through instagram/facebook.
Delayed hits, rubber banding, and on screen notifications about "high latency" or "packet loss" while gaming.

I've made numerous efforts to resolve the issue:

Obvious things like power cycling and factory resets on both modem and router.
Updating all cables to Cat 5e.
In November 2023 I bought a Netgear CM1100 modem and an Xfinity tech ran new Coax lines from the street to my exterior wall and from the exterior wall through my crawl space to my interior coax jack.
In December 2025 I bought a Netgear RS280 router.
Updated Modem, Router, and NIC adapter firmware to the latest available.
I've even started monitoring with PingPlotter 5 and observing Modem/Router event logs per recommendations from Reddit and various support forums.

My current setup is a CM1100 Modem connected to a RS280 Router using the LAN aggregation configuration. I'll include event logs, cable connection stats, and PingPlotter results in subsequent replies.

Would greatly appreciate any help or suggestions!

Responses

fjcle1

New Poster

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4 Messages

1 day ago

NetGear CM1100 Modem Cable Connection Stats

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	477000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	20	477000000 Hz	10.1 dBmV	43.9 dB	113340379	0	0
2	Locked	QAM256	13	435000000 Hz	10.4 dBmV	44.3 dB	112435004	0	0
3	Locked	QAM256	14	441000000 Hz	10.4 dBmV	44.2 dB	112449370	0	0
4	Locked	QAM256	15	447000000 Hz	10.4 dBmV	44.2 dB	112452866	0	0
5	Locked	QAM256	16	453000000 Hz	10.7 dBmV	44.4 dB	112456339	0	0
6	Locked	QAM256	17	459000000 Hz	10.6 dBmV	44.2 dB	112459951	0	0
7	Locked	QAM256	18	465000000 Hz	10.2 dBmV	44.1 dB	112463545	0	0
8	Locked	QAM256	19	471000000 Hz	10.3 dBmV	44.1 dB	112468115	0	0
9	Locked	QAM256	21	483000000 Hz	10.3 dBmV	44.1 dB	112471562	0	0
10	Locked	QAM256	22	489000000 Hz	10.2 dBmV	44.1 dB	112475981	0	0
11	Locked	QAM256	23	495000000 Hz	10.1 dBmV	43.8 dB	112479547	0	0
12	Locked	QAM256	24	501000000 Hz	10.0 dBmV	43.9 dB	112483133	0	0
13	Locked	QAM256	25	507000000 Hz	9.9 dBmV	43.6 dB	112486864	0	0
14	Locked	QAM256	26	513000000 Hz	9.8 dBmV	43.6 dB	112490962	0	0
15	Locked	QAM256	27	519000000 Hz	9.4 dBmV	43.4 dB	112494658	0	0
16	Locked	QAM256	28	525000000 Hz	9.3 dBmV	43.4 dB	112498113	0	0
17	Locked	QAM256	29	531000000 Hz	9.3 dBmV	43.3 dB	112502139	0	0
18	Locked	QAM256	30	537000000 Hz	9.3 dBmV	43.2 dB	112505519	0	0
19	Locked	QAM256	31	543000000 Hz	9.1 dBmV	43.2 dB	112509401	0	0
20	Locked	QAM256	32	549000000 Hz	8.8 dBmV	43.1 dB	112513141	0	0
21	Locked	QAM256	33	555000000 Hz	8.8 dBmV	43.1 dB	112516419	0	0
22	Locked	QAM256	34	561000000 Hz	8.6 dBmV	42.9 dB	112520477	0	0
23	Locked	QAM256	35	567000000 Hz	8.6 dBmV	42.9 dB	112524376	0	0
24	Locked	QAM256	36	573000000 Hz	8.6 dBmV	43.0 dB	112511318	0	0
25	Locked	QAM256	37	579000000 Hz	8.3 dBmV	42.7 dB	112531509	0	0
26	Locked	QAM256	38	585000000 Hz	8.1 dBmV	42.6 dB	112535577	0	0
27	Locked	QAM256	39	591000000 Hz	8.0 dBmV	42.6 dB	112539026	0	0
28	Locked	QAM256	40	597000000 Hz	8.0 dBmV	42.4 dB	112542716	0	0
29	Locked	QAM256	41	603000000 Hz	7.8 dBmV	42.4 dB	112546579	0	0
30	Locked	QAM256	42	609000000 Hz	7.2 dBmV	41.9 dB	112550454	0	0
31	Locked	QAM256	43	615000000 Hz	7.1 dBmV	41.9 dB	112545776	0	0
32	Locked	QAM256	44	621000000 Hz	7.1 dBmV	41.8 dB	112547320	0	0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	16400000 Hz	42.0 dBmV
2	Locked	ATDMA	2	22800000 Hz	42.0 dBmV
3	Locked	ATDMA	3	29200000 Hz	42.0 dBmV
4	Locked	ATDMA	4	35600000 Hz	42.0 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1, 2, 3	193	690000000 Hz	7.2 dBmV	39.0 dB	208 ~ 3887	8882456	8666849	0
2	Locked	0, 1, 2, 3	194	957000000 Hz	-1.1 dBmV	30.0 dB	148 ~ 3947	8885618	8026029	0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	Unknown	0	0 Hz	0 dBmV
2	Not Locked	Unknown	0	0 Hz	0 dBmV

Current System Time: Tue Apr 01 14:03:55 2025

System Up Time: 0:42:13

(edited)

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fjcle1

New Poster

•

4 Messages

1 day ago

NetGear CM1100 Modem Event Log

** I cleared the log and rebooted the modem today. 3 critical events on reboot, don't know what they mean **

Time	Priority	Description
2025-04-01, 19:22:38	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2025-04-01, 19:22:38	Notice (6)	DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2025-04-01, 19:22:37	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2025-04-01, 19:22:22	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2025-04-01, 19:22:17	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

(edited)

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fjcle1

Troubleshooting internet stability and packet loss issues

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