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Anyone else seeing high amounts of packet loss today?

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Frequent Visitor

Anyone else seeing high amounts of packet loss today?

It's one thing after another on my end with my Xfinity Gigabit service. Today it's massive packet loss. Just trying to determine if anyone else is experiencing it and if Xfinity is aware of this.

 

https://ibb.co/zSK1gTB

 

 

 

 

 

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Expert

Re: Anyone else seeing high amounts of packet loss today?

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.



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Frequent Visitor

Re: Anyone else seeing high amounts of packet loss today?

Appreciate that! I went ahead and uploaded it to a free image host as you suggested and replaced with the link in my original post.

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Expert

Re: Anyone else seeing high amounts of packet loss today?

The packet loss starts right between your connection and the Comcast system.

 

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

 

 



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Frequent Visitor

Re: Anyone else seeing high amounts of packet loss today?

https://ibb.co/3S3bxmG
https://ibb.co/NNYnZmW

 

Brand new modem I just bought on Wednesday. Arris SB8200. Wired connection over Cat6.

It was working fine this morning, then all of a sudden my remote desktop connection started doing that thing where it freezes every few seconds.

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Expert

Re: Anyone else seeing high amounts of packet loss today?

The stats are o/k. Are there any modem error log entries being shown ? If so, please post them in their entirety as well.



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Frequent Visitor

Re: Anyone else seeing high amounts of packet loss today?

My connection has been dropping since I initially posted. Super slow and tons of packet loss when it does come back up.  I guess it must be me then. I've had a tech inside, a seperate tech outside and a supervisor over just this week.  Everything was working great last night. Sigh.

 

https://ibb.co/PFMG3Wh

 

 

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Expert

Re: Anyone else seeing high amounts of packet loss today?

Nobody here said that "it is you".

 

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere. And / or the problem may be being caused by a local capacity / traffic congestion issue.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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Frequent Visitor

Re: Anyone else seeing high amounts of packet loss today?

Apologies if I came off that way. I never claimed that anyone here said it was me. My original question was asking if anyone else was seeing high packet loss. After you helped me, it seemed obvious that it's likely on my end, not a nationwide issue. When I say on my end, I mean, an issue unique to me, could be on Comcast's end or in my house but doubtful it's in my house at this point.

 

It's a fresh drop from when I moved in at the end of April 2020. Xfinity drilled through the house and connected the new line to a new wall plate that they also installed. They connected a 3 foot piece of coax and left it for me to connect my modem.

 

A supervisor was here on Wednesday and verified good readings/signal all the way from the green box in the yard and to the wall plate. Coming out of my CM1000 modem he wasn't getting the speeds anymore. He said its my modem. I bought a new modem Arris SB8200. Worked great for two days. Now I can barely use the internet. If I can get a speedtest to run, the results are really bad. Last one was 50 down and 1 up.

 

Modem usually won't even get a lock when I unplug it and plug it back in. Takes 10-15 tries.

 

 

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Official Employee

Re: Anyone else seeing high amounts of packet loss today?

Hello @grantmiller, thanks for reaching out on our forums page. I am sorry to hear about the connection issues you have been experiencing and I do appreciate you posting your signal levels. I would like to take a further look into this on my end, as we definitely want to determine the underlying cause of this. 

 

Can you please send me a Private Message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 


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