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

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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."

Question

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Updated 

3 months ago

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XfinityAmandaB

Official Employee

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2.1K Messages

8 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

8 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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user_2f7db4

Visitor

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2 Messages

3 months ago

Was this issue ever solved? I’m having the same issue using zoom and I am connected via Ethernet to the modem. Running the tests show that I am getting 80% loss on Xfinity hops. When I try to talk through with support they tell me everything is fine on there end. The AI assistant is trash and I like OP said just wants you to restart everything. I went through “Advanced support” and they say nothing is wrong. Clearly something is wrong. 

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XfinityRaul

Official Employee

 • 

1.9K Messages

Hello, @user_2f7db4. Thank you for making us aware you're also having connectivity issues that are affecting your Zoom meeting via Forums. I would be happy to help check out your connection. Have you by chance already checked out our Troubleshooting Tips link my colleague shared earlier?

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

3 months ago

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user_2f7db4

Visitor

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2 Messages

@XfinityRaul​ Thank you. Yes, I completed the troubleshooting tips. Where I have consistently seen the issue is on the Comcast hops to zoom

be-32221-cs22.350ecermak.il.ibone.comcast.net

96.110.40.53 hop #7 via ethernet and #8 via wifi. The last photo is doing a trace route to www.comcast.com. With this I am constantly getting choppy connections regardless of being on wifi or hardline direct to the xfinity modem. I have used new cords, xfinity has been out to check the wiring and checked the cables. Is there another way to route or bypass that specific point of traffic? I am not getting any responses from anyone and the xfinity chat and phone advanced support is saying everything is fine...

3 months ago

0

XfinityAlfonso

Official Employee

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1.6K Messages

Hello user_2f7db4 thank you so much for these screenshots. We'd love to take a closer look on our end to help corroborate your findings. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

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

3 months ago

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