Community Forum

3rd hop in tracert showing packet loss

Highlighted
New Poster

3rd hop in tracert showing packet loss

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?

Gold Problem Solver

Re: 3rd hop in tracert showing packet loss

Please post the trace showing the packet loss.

Highlighted
New Poster

Re: 3rd hop in tracert showing packet loss

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 |

 

 

Highlighted
Gold Problem Solver

Re: 3rd hop in tracert showing packet loss

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.
Highlighted
New Poster

Re: 3rd hop in tracert showing packet loss

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>

ProcedureStatusComment
Acquire Downstream Channel603000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

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

ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25617603000000 Hz-1.6 dBmV41.3 dB330897602820703947
2LockedQAM25614585000000 Hz-1.3 dBmV41.4 dB3317606358629618410
3LockedQAM25615591000000 Hz-1.5 dBmV41.4 dB3332573842635218092
4LockedQAM25616597000000 Hz-1.5 dBmV41.4 dB333230776422827048
5LockedQAM25618609000000 Hz-1.6 dBmV41.3 dB3332672543545915107
6LockedQAM25619615000000 Hz-1.3 dBmV41.1 dB3331089366545712582
7LockedQAM25620621000000 Hz-1.5 dBmV41.3 dB333273939227525934
8LockedQAM25621627000000 Hz-1.6 dBmV41.2 dB3311127984512110208
9LockedQAM25622633000000 Hz-1.8 dBmV41.0 dB3332971590482510270
10LockedQAM25623639000000 Hz-1.9 dBmV40.8 dB333300883633928049
11LockedQAM25624645000000 Hz-2.1 dBmV40.7 dB333301555735117439
12LockedQAM25625651000000 Hz-2.2 dBmV40.6 dB333303256132346760
13LockedQAM25626657000000 Hz-2.5 dBmV40.6 dB333304700131608026
14LockedQAM25627663000000 Hz-2.7 dBmV40.5 dB333302550336058480
15LockedQAM25628669000000 Hz-3.0 dBmV40.4 dB333302766133808461
16LockedQAM25630675000000 Hz-2.9 dBmV39.9 dB333301524531327252
17LockedQAM25631681000000 Hz-3.0 dBmV40.4 dB333308891428846722
18LockedQAM25632687000000 Hz-2.8 dBmV40.5 dB333309875028025590
19LockedQAM25633693000000 Hz-2.7 dBmV40.6 dB333313097827476350
20LockedQAM25634699000000 Hz-2.7 dBmV40.6 dB333313382029746416
21LockedQAM25635705000000 Hz-2.7 dBmV40.6 dB333313146630557200
22LockedQAM25636711000000 Hz-3.1 dBmV40.5 dB333316017430446853
23LockedQAM25637717000000 Hz-3.3 dBmV40.3 dB333316931126406400
24LockedQAM25638723000000 Hz-3.7 dBmV40.2 dB333316627322615952
25LockedQAM25639729000000 Hz-4.2 dBmV39.8 dB333318378421945400
26LockedQAM25640735000000 Hz-4.3 dBmV39.6 dB333320919922515667
27LockedQAM25641741000000 Hz-4.4 dBmV39.1 dB333321333223585876
28LockedQAM25642747000000 Hz-4.4 dBmV39.3 dB333322679123766566
29LockedQAM25643753000000 Hz-4.3 dBmV38.4 dB333318157827347239
30LockedQAM25644759000000 Hz-4.2 dBmV39.8 dB333321856425627541
31LockedQAM25645765000000 Hz-3.8 dBmV40.0 dB333320284626238063
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB000

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

ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA136500000 Hz42.8 dBmV
2LockedATDMA230100000 Hz43.0 dBmV
3LockedATDMA323700000 Hz42.5 dBmV
4LockedATDMA417300000 Hz42.5 dBmV
5Not LockedUnknown00 Hz0.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0, 1, 2, 329780000000 Hz-4.0 dBmV36.5 dB1108 ~ 29872828074310255435777914
2Not Locked000 Hz0.9 dBmV0.0 dB0 ~ 4095000

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

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV

Current System Time: Thu Oct 01 22:43:36 2020System Up Time: 73:10:22

 

 

Highlighted
New Poster

Re: 3rd hop in tracert showing packet loss

|------------------------------------------------------------------------------------------|
| 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

Highlighted
New Poster

Re: 3rd hop in tracert showing packet loss

Hey I found the event log - POGGERS

 

Here's just a recent sample:

 

TimePriorityDescription
2020-10-01, 20:05:06Critical (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, 20:03:55Notice (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, 20:03:24Notice (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, 09:16:41Critical (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, 09:16:36Notice (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, 09:16:26Notice (6)Honoring MDD; IP provisioning mode = IPv6
2020-10-01, 09:12:25Critical (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, 09:12:15Critical (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;