Hillbillyrick's profile

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Fri, Aug 27, 2021 10:51 PM

Xfinity Internet failures in Petaluma, CA starting noon Aug 27 2021 Pacific time

Xfinity Internet failures in Petaluma, CA starting noon Aug 27 2021 Pacific time.

https://www.co.tt/test/xfinity20210827.html (details)

Here is "mtr 1.1.1.1" traceroute output:
                             My traceroute  [v0.92]
                                 2021-08-27T14:51:51-0700
Keys:  Help   Display mode   Restart statistics   Order of fields   quit
                                       Packets               Pings
 Host                                Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. xx.xxx.xxx.xxx                    0.0%   121    0.5   0.4   0.2   1.2   0.2
 2. 10.100.0.1                        0.0%   121    0.5   0.8   0.4   2.0   0.2
 3. 96.120.88.37                     21.5%   121   12.5  18.0   8.0  32.5   7.7
 4. po-301-1204-rur02.petaluma.ca.sf 14.9%   121   12.7  18.6   7.7  32.7   8.0
 5. be-23-rar01.fairfield.ca.sfba.co  7.4%   121   15.5  21.8  10.0  34.4   8.0
 6. be-397-ar01.hayward.ca.sfba.comc 12.4%   121   12.4  22.3  12.3  37.2   7.4
 7. be-36331-cs03.9greatoaks.ca.ibon 12.4%   121   20.1  23.8  13.7  37.6   7.9
 8. be-2304-pe04.9greatoaks.ca.ibone 16.5%   121   14.2  23.2  13.1  37.1   7.6
 9. 66.208.228.6                      9.2%   120   58.5  40.6  14.8 106.1  19.3
10. one.one.one.one                  11.7%   120   18.8  24.9  13.6  41.2   8.2

And here is SMOKEPING output showing baseline line quality.

Below that is the cable modem 192.168.100.1 SNR table.

Power cycled modem many times.  Still a problem. 
Cant even get to Google reliably.

This happens enough times when it is hot or wet that I suspect it is a problem with your infrastructure.

Please fix this Xfinity! 


 

BruceW

Gold Problem Solver

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23K Messages

2 m ago

Note that packet loss begins at the first Comcast hop, which suggests a problem with the connection to their network. Likewise, several downstream power levels and SNR values are borderline/too low, and all the upstream power levels are borderline/too high. This also suggests a poor connection to Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips.

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

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20 Messages

@BruceW 

Thank you for the prompt response.

This is an old issue for me that I have experienced in various homes in the SF area for years.

Yes it is always the first hop and I have over the years had Comcast technicians come out and try to track down the cabling problem.

The last visit they were kind enough to rewire the house - in particular the connection between Comcast demarc and cable modem (MB8600).

So thats why I think the problem is somewhere between the pole and some Comcast head end equipment - not between my cable modem and pole.

The correlation with outside temperature variations and water also suggest some problem with Comcast cable plant.  

As I said, Comcast techs kindly came out already and replaced cable, splitters, etc

How do I get Comcast to test the line from the splitter on the pole to the head end when this problem is happening (ie like today - a hot day)?

Thank you

BTW: As you are technical I will pass along that right after a power cycle of the modem, things are good for a few minutes.  Then back to high packet loss.  I assume Comcast has the ability to ensure the firmware in my modem is up to date.

BTW2: temperature is starting to drop and .. yes .. so now is packet loss. 

(edited)

BruceW

Gold Problem Solver

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23K Messages

2 m ago

I don't know what to tell you other than it's up to Comcast to fix the problem. If the premise techs can't do it they should be passing it up the line to someone who can. Keep leaning on them.

EG

Expert

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89.8K Messages

2 m ago

@Hillbillyrick To add to BruceW's totally competent diagnosis. The signals are weak ! When a modem is power-cycled it starts its ranging process. It may first appear o/k but in time it reveals what's really going on. Signals / connection quality have nothing to do with firmware. This is a line issue. 

(edited)

Frequent Visitor

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20 Messages

2 m ago

BruceW EG - thank you so much for letting me know what sort of signal levels are "normal".  A picture of cable modem signal stats after the temperature outside has dropped drastically is below.

So the riddle is: what part of the cable from pole splitter/combiner to head end is most likely to be effected by high (+90F) outside temperatures? 

Comcast has replaced the cabling and splitters from demarc to my cable modem.  

Guess the trick is to try to get Comcast to show up in the middle of a very hot day to see the problem.

Thanks again

At Outside 73F

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20 Messages

2 m ago

..and finally.  outside temperature (F on right side, purple trace) and packet loss graph.  hopefully enough to get technician out on the poles even if they dont see it when there are here.  Totally breaks Apple Netflix Hulu Youtube streaming services (not that a geek would care).

Official Employee

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180 Messages

Hey @Hillbillyrick! Thanks for reaching out and for all the info you've provided. I know you said you'd rather have a service tech out on a hot day but I'd be happy to send someone out ASAP to assess the situation and get this repaired. If you'd be willing to have someone sent out, I'd be happy to schedule that for you. I would just need you to send a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right.

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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20 Messages

Thank you.  Captured many days of screen shots of "Connection" from my cable modem.  Still regulalrly dropping packets midday.

By way of example: channel 48 (688mc - worst one) varies between -6.2dbmv (eg today 4sep2021 at 2:30PM) and +3.5dbmv (early morn/late eve).  This correlates with outside temperature.  I have removed everything from the Comcast installed splitter except for a short direct run to the cable modem.  Inside splitter, cable modem and associated cabling all in cellar and kept cool and constant temperature.  So seems at minimum a replacement of the cable from telephone pole splitter to comcast demarc is in order as well as from demarc to inside comcast installed splitter.

(edited)

Frequent Visitor

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20 Messages

today 6 Sep 2021 14:34

Official Employee

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155 Messages

@Hillbillyrick In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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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20 Messages

@XfinityAntoine 

Ok. where do I type address info?

Didnt find a user named

XfinityAntoine 

anywhere.

BruceW

Gold Problem Solver

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23K Messages

2 m ago

@Hillbillyrick wrote: "... Didnt find a user named XfinityAntoine anywhere."

Don't look for the Employee's name. Instead, to send the requested information in a private message to Xfinity Support from any Forum page:

  • Click "Sign In" if that prompt is visible

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

  • Click the "New message" (pencil and paper) icon

  • The "To:" line prompts you to "Type the name of a person", but don't do that.

      Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

  • Type your message in the text area near the bottom of the window

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

(edited)

Frequent Visitor

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20 Messages

1 m ago

@XfinityNico 

xfinity internet packet loss in petaluma ca

This is a follow on to https://www.co.tt/test/xfinity20210827.html   (this https://www.co.tt/test/xfinity20210911.html )

Xfinity followed up the end of the last thread where high ambient temperatures (~90+F) directly correlated with high packet loss and ~10db LESS Pwr (dBmV) than when temperatures cooled down in the evenings. Power readings were made with my MB8600 cable modem. Xfinity sent out a tech and I gave instructions to take a look at and replace cabling from demarc to telephone pole splitter.

Tech came out but did not want to do that, so I still have ~10db of variation in signal power every day. However, he did say there was a problem at "the node" (I assume HFC-Fiber node) and that would be fixed by someone else in a few days.

Indeed in a few days the base power level increased almost 10db but the level still varies from 0.3db (midday) to 9.8db (late eve) every 24 hours (pictures below). This still causes some packet loss but, as the daytime temperatures are no longer reaching 90F, the loss is less.

So my question to the experts are:

  • Is a 0db (low temp) to 10db (high temp) daily variation in signal level normal/ok?
  • How do I get xfinity to fix this or should I just tilt my ladder on the pole and fix the connectors and cabling my self?

23:57 Sep 10 2021 (cool) 9.8dBmV @688MHz

12:52 Sep 11 2021 (hot) 0.3dBmV @688MHz

(edited)

BruceW

Gold Problem Solver

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23K Messages

1 m ago

I would consider variations of more than a few dB excessive. And beyond that, the uncorrected error counts are double or triple the corrected counts and both are WAY too high for 2 days of operation. Something is still wrong somewhere. Keep leaning on them.

Frequent Visitor

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20 Messages

@BruceW 

Thank you for keeping everyone honest.

Temperatures have now dropped and therefore packet losses.  Probably wont get traction from xfinity now unless someone there also says so many db of variation over temperature/day indicates something is wrong.

Guess ill tilt my ladder on the pole and replace that run of coax myself.

XfinityAmir

Official Employee

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6.5K Messages

Hi Hillbillyrick, we can certainty look into your issue as well. Please send us a private message with your full name and street address. 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

Frequent Visitor

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20 Messages

I see no "peer to peer chat" icon.  there is a direct messaging icon.
In any case - "yes".  Lets set up an appointment again. 

With the warm weather packet loss rates have greatly increased as I have outlined in this thread for the past few months.

Today at +90F there were complete outages.  Over 10db of signal level change over a day and uncorrected error counter increasing 20 million in last 20 minutes.  I believe fixing this will require a deeper dive into the infrastructure from demarc to node than your last few techs gave it.  Otherwise this will require continued tech calls ever time it gets warm - which no one wants.  Last time around there already was a reset of the node and the problem is still there for high temperatures.  I have suggested that at least the wiring from pole splitter to demarc be replaced (as it once was many years ago) but techs dont seem to want to do that.  

image.png

 

Frequent Visitor

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20 Messages

@XfinityAmir

I posted using  direct messaging button. Didnt see any response though. Seems like a dead chat thread.

Frequent Visitor

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20 Messages

temperatures are going to drop tomorrow, so if this is going to be easily debugged, today is it.

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