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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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26.5K Messages
4 years 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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BruceW
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26.5K Messages
4 years 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.
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EG
Expert
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111.5K Messages
4 years 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)
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Hillbillyrick
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4 years 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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Hillbillyrick
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4 years 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).
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BruceW
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26.5K Messages
4 years ago
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)
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Hillbillyrick
Frequent Visitor
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20 Messages
4 years 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:
23:57 Sep 10 2021 (cool) 9.8dBmV @688MHz
12:52 Sep 11 2021 (hot) 0.3dBmV @688MHz
(edited)
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BruceW
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26.5K Messages
4 years 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.
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