3rd hop in tracert showing packet loss

[layer2issue]

Morning all,

I've had intermittent drops in my intenet connection for the last 2 weeks. Surprisingly right after my area's kiddos starting schooling remote. 

I called support 1/2 a dozen times now telling them that I have tracerts and pings showing that this is an issue w/ a hop in a town 15 minutes away. Im seeing 3-10% packet loss early in the morning (8a to 10a) and again at night (5p-9p). 

I had to restart my modem (which i keep telling them is not the issue) 2-3 times each time I call in and open a chat session. Shockingly this does not fix it. 

They sent a tech to my house which they promised and swore would call me and troubleshoot the issue...they didnt. I called back and they said that tech would call me back...they didnt. I then got a call from Customer Service following up on a poor review i did of my service and THEY said that they would update the account and show that i was still awaiting a call from the "Level 2" tech and again, no call. 

I need to get in contact with a tech who can troubleshoot beyond "turn it off and on again"

How do I get that service?

[BruceW]

Please post the trace showing the packet loss.

[layer2issue]

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms XXXXXXXXXXXXXXXXXXXXXX
2 13 ms 9 ms 9 ms 96.120.18.97
3 12 ms 14 ms 12 ms po-104-rur02.harrisonburg.va.richmond.comcast.net [96.108.131.169]
4 * * 2858 ms 162.151.162.209
5 28 ms 13 ms 11 ms 162.151.163.133
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * 21 ms dns.google [8.8.8.8]

----------------------------------------

1 <1 ms <1 ms <1 ms XXXXXXXXXXXXXXXXXX
2 11 ms 9 ms 8 ms 96.120.18.97
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * 13 ms 50.208.232.110

----------------------------------------------

| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| XXXXXXXXXXXXXXXXXXXXX | 45698 | 34871 | 0 | 0 | 4 | 0 |
| 96.120.18.97 - 12 | 23739 | 20941 | 8 | 13 | 155 | 11 |
|po-104-rur02.harrisonburg.va.richmond.comcast.net - 13 | 23499 | 20641 | 8 | 13 | 67 | 10 |
| 162.151.162.209 - 12 | 23679 | 20866 | 8 | 13 | 67 | 16 |
| 162.151.163.133 - 17 | 24882 | 20801 | 9 | 16 | 96 | 11 |
|be-31532-cs03.ashburn.va.ibone.comcast.net - 17 | 24970 | 20911 | 12 | 16 | 112 | 13 |

[BruceW]

There appears to be substantial packet loss between your modem or gateway and the first Comcast hop. Please see Internet Troubleshooting Tips. If you still need help, please post your modem or gateway's model number and signal information, especially:

• downstream power levels and SNR
• upstream power levels
• error log.

[rofldave]

Interesting! I live in Central VA (Charlottesville) as well as the OP (seems to be Harrisonburg > Ashburn) and have been having horrible issues with packet loss recently. I don't think that is a coincidence...

Here's my modem info if it helps - I have a Netgear CM1100. Doesn't seem to be an error log. @BruceW 

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	603000000 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	17	603000000 Hz	-1.6 dBmV	41.3 dB	3308976028	2070	3947
2	Locked	QAM256	14	585000000 Hz	-1.3 dBmV	41.4 dB	3317606358	6296	18410
3	Locked	QAM256	15	591000000 Hz	-1.5 dBmV	41.4 dB	3332573842	6352	18092
4	Locked	QAM256	16	597000000 Hz	-1.5 dBmV	41.4 dB	3332307764	2282	7048
5	Locked	QAM256	18	609000000 Hz	-1.6 dBmV	41.3 dB	3332672543	5459	15107
6	Locked	QAM256	19	615000000 Hz	-1.3 dBmV	41.1 dB	3331089366	5457	12582
7	Locked	QAM256	20	621000000 Hz	-1.5 dBmV	41.3 dB	3332739392	2752	5934
8	Locked	QAM256	21	627000000 Hz	-1.6 dBmV	41.2 dB	3311127984	5121	10208
9	Locked	QAM256	22	633000000 Hz	-1.8 dBmV	41.0 dB	3332971590	4825	10270
10	Locked	QAM256	23	639000000 Hz	-1.9 dBmV	40.8 dB	3333008836	3392	8049
11	Locked	QAM256	24	645000000 Hz	-2.1 dBmV	40.7 dB	3333015557	3511	7439
12	Locked	QAM256	25	651000000 Hz	-2.2 dBmV	40.6 dB	3333032561	3234	6760
13	Locked	QAM256	26	657000000 Hz	-2.5 dBmV	40.6 dB	3333047001	3160	8026
14	Locked	QAM256	27	663000000 Hz	-2.7 dBmV	40.5 dB	3333025503	3605	8480
15	Locked	QAM256	28	669000000 Hz	-3.0 dBmV	40.4 dB	3333027661	3380	8461
16	Locked	QAM256	30	675000000 Hz	-2.9 dBmV	39.9 dB	3333015245	3132	7252
17	Locked	QAM256	31	681000000 Hz	-3.0 dBmV	40.4 dB	3333088914	2884	6722
18	Locked	QAM256	32	687000000 Hz	-2.8 dBmV	40.5 dB	3333098750	2802	5590
19	Locked	QAM256	33	693000000 Hz	-2.7 dBmV	40.6 dB	3333130978	2747	6350
20	Locked	QAM256	34	699000000 Hz	-2.7 dBmV	40.6 dB	3333133820	2974	6416
21	Locked	QAM256	35	705000000 Hz	-2.7 dBmV	40.6 dB	3333131466	3055	7200
22	Locked	QAM256	36	711000000 Hz	-3.1 dBmV	40.5 dB	3333160174	3044	6853
23	Locked	QAM256	37	717000000 Hz	-3.3 dBmV	40.3 dB	3333169311	2640	6400
24	Locked	QAM256	38	723000000 Hz	-3.7 dBmV	40.2 dB	3333166273	2261	5952
25	Locked	QAM256	39	729000000 Hz	-4.2 dBmV	39.8 dB	3333183784	2194	5400
26	Locked	QAM256	40	735000000 Hz	-4.3 dBmV	39.6 dB	3333209199	2251	5667
27	Locked	QAM256	41	741000000 Hz	-4.4 dBmV	39.1 dB	3333213332	2358	5876
28	Locked	QAM256	42	747000000 Hz	-4.4 dBmV	39.3 dB	3333226791	2376	6566
29	Locked	QAM256	43	753000000 Hz	-4.3 dBmV	38.4 dB	3333181578	2734	7239
30	Locked	QAM256	44	759000000 Hz	-4.2 dBmV	39.8 dB	3333218564	2562	7541
31	Locked	QAM256	45	765000000 Hz	-3.8 dBmV	40.0 dB	3333202846	2623	8063
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0

---

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

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	36500000 Hz	42.8 dBmV
2	Locked	ATDMA	2	30100000 Hz	43.0 dBmV
3	Locked	ATDMA	3	23700000 Hz	42.5 dBmV
4	Locked	ATDMA	4	17300000 Hz	42.5 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	29	780000000 Hz	-4.0 dBmV	36.5 dB	1108 ~ 2987	2828074310	2554357779	14
2	Not Locked	0	0	0 Hz	0.9 dBmV	0.0 dB	0 ~ 4095	0	0	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: Thu Oct 01 22:43:36 2020System Up Time: 73:10:22

[rofldave]

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| XXXXXXXX - 0 | 62 | 62 | 1 | 7 | 30 | 6 |
| 96.120.18.193 - 9 | 62 | 57 | 9 | 19 | 55 | 32 |
| 68.85.214.157 - 10 | 62 | 56 | 8 | 21 | 63 | 50 |
|ae-78-ar02.charlvilleco.va.richmond.comcast.net - 4 | 62 | 60 | 10 | 22 | 73 | 50 |
|be-31522-cs02.ashburn.va.ibone.comcast.net - 13 | 62 | 54 | 13 | 24 | 56 | 14 |
|be-2201-pe01.ashburn.va.ibone.comcast.net - 10 | 62 | 56 | 11 | 24 | 66 | 51 |
| 66.208.216.66 - 13 | 62 | 54 | 13 | 28 | 67 | 41 |
| ae1.r02.iad01.icn.netarch.akamai.com - 9 | 62 | 57 | 12 | 26 | 61 | 37 |
| ae4.r01.iad03.icn.netarch.akamai.com - 13 | 62 | 54 | 12 | 27 | 68 | 37 |
| ae21.r02.iad03.ien.netarch.akamai.com - 12 | 62 | 55 | 13 | 30 | 93 | 37 |
| ae10.cyrusone-iad.netarch.akamai.com - 13 | 62 | 54 | 15 | 100 | 320 | 40 |
|a104-106-187-232.deploy.static.akamaitechnologies.com - 13 | 62 | 54 | 11 | 23 | 60 | 30 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

[rofldave]

Hey I found the event log - POGGERS

Here's just a recent sample:

Time	Priority	Description
2020-10-01, 20:05:06	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f7:48:40;CMTS-MAC=00:01:5c:6f:76:47;CM-QOS=1.1;CM-VER=3.1;
2020-10-01, 20:03:55	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:f7:48:40;CMTS-MAC=00:01:5c:6f:76:47;CM-QOS=1.1;CM-VER=3.1;
2020-10-01, 20:03:24	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:f7:48:40;CMTS-MAC=00:01:5c:6f:76:47;CM-QOS=1.1;CM-VER=3.1;
2020-10-01, 09:16:41	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f7:48:40;CMTS-MAC=00:01:5c:6f:76:47;CM-QOS=1.1;CM-VER=3.1;
2020-10-01, 09:16:36	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=14:59:c0:f7:48:40;CMTS-MAC=00:01:5c:6f:76:47;CM-QOS=1.1;CM-VER=3.1;
2020-10-01, 09:16:26	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2020-10-01, 09:12:25	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f7:48:40;CMTS-MAC=00:01:5c:6f:76:47;CM-QOS=1.1;CM-VER=3.1;
2020-10-01, 09:12:15	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f7:48:40;CMTS-MAC=00:01:5c:6f:76:47;CM-QOS=1.1;CM-VER=3.1;