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user_c6vl0u
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Monday, September 9th, 2024 10:48 PM

Zoom calls state "your internet connection is unstable"

I have Gigabit service, and wirelessly get several hundred Mbps.  Zoom uses a couple of Mbps, and my ping is consistently extremely low.  No matter what I do, I'm seeing what looks like some sort of routing issue or UDP filtering to Zoom's servers (I get 50%+ packet loss to particular servers when running Zoom network connectivity tests, but can ping those same IPs successfully 100% of the time).

It's driving me bonkers, since everything else works perfectly, and Zoom level 2 support is saying there's no issue with the server in question.  The AI based assistant is useless for more advanced network issues beyond "try rebooting everything."

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2 months ago

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XfinityAmandaB

Official Employee

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1.5K Messages

2 months ago

 

user_c6vl0u Thank you so much for you post for help with this packet loss you are running into. I would be happy to help check out your connection to see if there is an underlying issue causing this for you. Have you by chance already checked out our Troubleshooting Tips? 

We would probably start with the Check Your Signal Levels section. If you could check it out and feel free to share your results making sure to remove any personal information that would be a great start! 

 

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user_c6vl0u

2 Messages

2 months ago

@XfinityAmandaB thanks for responding!  Here is my downstream and upstream signal strength from the modem:


Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 495.0 2.7 44.0 0 0
   2 Locked QAM256 1 381.0 2.9 44.1 0 0
   3 Locked QAM256 2 387.0 2.9 44.1 0 0
   4 Locked QAM256 3 393.0 3.0 44.0 0 0
   5 Locked QAM256 4 399.0 2.7 44.0 0 0
   6 Locked QAM256 5 405.0 2.7 44.0 0 0
   7 Locked QAM256 6 411.0 2.6 43.9 0 0
   8 Locked QAM256 7 417.0 2.6 43.9 0 0
   9 Locked QAM256 8 423.0 2.7 44.1 0 0
   10 Locked QAM256 9 429.0 2.7 44.1 0 0
   11 Locked QAM256 10 435.0 2.6 44.0 0 0
   12 Locked QAM256 11 441.0 2.6 44.0 0 0
   13 Locked QAM256 12 447.0 2.8 44.1 0 0
   14 Locked QAM256 13 453.0 2.5 44.0 0 0
   15 Locked QAM256 14 459.0 2.6 43.9 0 0
   16 Locked QAM256 15 465.0 2.8 44.1 0 0
   17 Locked QAM256 16 471.0 2.8 44.1 0 0
   18 Locked QAM256 17 477.0 2.9 44.0 0 0
   19 Locked QAM256 18 483.0 3.0 44.1 0 0
   20 Locked QAM256 19 489.0 2.9 44.0 0 0
   21 Locked QAM256 21 501.0 2.7 44.0 0 0
   22 Locked QAM256 22 507.0 2.3 43.8 0 0
   23 Locked QAM256 23 513.0 2.2 43.7 0 0
   24 Locked QAM256 24 519.0 2.2 43.7 0 0
   25 Locked QAM256 25 525.0 1.8 43.5 0 0
   26 Locked QAM256 26 531.0 1.9 43.5 0 0
   27 Locked QAM256 27 537.0 1.9 43.5 0 0
   28 Locked QAM256 28 543.0 1.7 43.3 0 0
   29 Locked QAM256 29 549.0 1.7 43.3 0 0
   30 Locked QAM256 30 555.0 1.9 43.3 0 0
   31 Locked QAM256 31 561.0 1.8 43.3 0 0
   32 Locked QAM256 32 567.0 1.7 43.3 0 0
   33 Locked OFDM PLC 193 722.0 3.1 43.4 1439407431 0
   34 Locked OFDM PLC 194 957.0 -0.6 42.0 1973666976 0
Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 16.4 44.5
   2 Locked SC-QAM 2 5120 22.8 45.3
   3 Locked SC-QAM 3 5120 29.2 46.0
   4 Locked SC-QAM 4 5120 35.6 46.3

The Event Log also shows this:

    01:20:14
Wed Aug 21 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    01:20:44
Wed Aug 21 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    01:21:17
Wed Aug 21 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    01:21:47
Wed Aug 21 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    01:22:43
Wed Aug 21 2024		   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   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;
    12:06:45
Thu Sep 5 2024		   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   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;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    02:22:10
Mon Sep 9 2024		   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;
    02:22:11
Mon Sep 9 2024		   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;
    02:22:21
Mon Sep 9 2024		   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;
    14:35:53
Mon Sep 9 2024		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:38:49
Mon Sep 9 2024		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

(edited)

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XfinityPeterH

Official Employee

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1.5K Messages

 

user_c6vl0u Thank you for those details. Let's take a closer look at your connection in our direct messages. Please send us your full name and complete address:

(Full credit to @BruceW for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • 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". Instead, type "Xfinity Support" there


 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 •  - An "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


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

 

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