Extreme lag and packet loss!? New lines and modem

[victoryredzq8]

A few weeks ago I started having intermittent connection issues, they began to get worse and worse so I did the usual reset all of my equipment, nothing worked so I called customer service and they ran whatver tests they run and determined it was a physical connection issue. So they sent out a tech, the tech came on Oct 17, he said the existing line had gotten water in it and was bad so he ran a new drop from the pole outside and a new line into the house (I only have internet, no TV). Tech shows me the signal levels and tells me everything is good to go. I installed a brand new modem, got everything hooked up and powered on and ran a speedtest. Boom! 280Mbps d/l, sweet! But wait, open up ping plotter and run it for  a bit, STILL getting massive amounts of packet loss and latency starting at the first hop. My modem is also throwing out all kinds of errors..

https://imagizer.imageshack.com/img921/5368/Dl6RkW.jpg
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https://imagizer.imageshack.com/img924/617/HydN4u.jpg
https://imagizer.imageshack.com/img924/3682/a6nFRM.jpg

[victoryredzq8]

Can anyone help me?!?!? Customer service keeps telling me everything looks fine on their end.. It's not fine. This is my modem log

2019-10-27, 14:42:12	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-27, 14:40:34	Warning (5)	MDD message timeout;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:38:51	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:35:53	Critical (3)	Resetting the cable modem due to docsDevResetNow
2019-10-18, 16:30:19	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:15:36	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:14:01	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:12:06	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:11:16	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:10:11	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:09:54	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:09:38	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:09:29	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:08:57	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:07:52	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:07:42	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:06:37	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:06:23	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:06:05	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:05:55	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:04:29	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:04:18	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:04:08	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:02:31	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:02:21	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:01:49	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:01:16	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 16:00:44	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 15:28:20	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-18, 15:28:12	Critical (3)	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.1;CM-VER=3.0;
2019-10-17, 16:29:07	Critical (3)	Resetting the cable modem due to docsDevResetNow
2019-10-17, 14:58:47	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	TFTP failed - Request sent - No Response;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	TFTP Request Retries exceeded, CM unable to register
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:02:8e:b7:48:f8;CMTS-MAC=00:01:5c:9e:9c:56;CM-QOS=1.0;CM-VER=3.0;

[EG]

Please also post the modem's signal stat numbers. Try getting them here http://192.168.100.1 or here http://10.0.0.1

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 ?

[victoryredzq8]

Thanks for the reply! The modem is a brand new Netgear CM600. This is a wired connection

Procedure Status Comment Acquire Downstream Channel 573000000 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 Correctables Uncorrectables 1 Locked QAM256 9 573000000 Hz 1.3 dBmV 39.7 dB 0 0 2 Locked QAM256 10 579000000 Hz 1.3 dBmV 39.6 dB 0 0 3 Locked QAM256 11 585000000 Hz 1.5 dBmV 39.7 dB 0 0 4 Locked QAM256 12 591000000 Hz 1.5 dBmV 39.6 dB 0 0 5 Locked QAM256 13 597000000 Hz 1.6 dBmV 39.7 dB 0 0 6 Locked QAM256 14 603000000 Hz 1.7 dBmV 39.7 dB 0 0 7 Locked QAM256 15 609000000 Hz 1.6 dBmV 39.7 dB 0 0 8 Locked QAM256 16 615000000 Hz 1.7 dBmV 39.7 dB 0 0 9 Locked QAM256 17 621000000 Hz 1.9 dBmV 39.8 dB 0 0 10 Locked QAM256 18 627000000 Hz 2.0 dBmV 39.8 dB 0 0 11 Locked QAM256 19 633000000 Hz 2.1 dBmV 39.9 dB 0 0 12 Locked QAM256 20 639000000 Hz 2.1 dBmV 39.9 dB 0 0 13 Locked QAM256 21 645000000 Hz 2.3 dBmV 40.0 dB 0 0 14 Locked QAM256 22 651000000 Hz 2.2 dBmV 40.0 dB 0 0 15 Locked QAM256 23 657000000 Hz 2.2 dBmV 40.0 dB 0 0 16 Locked QAM256 24 663000000 Hz 2.3 dBmV 40.0 dB 0 0 17 Locked QAM256 25 669000000 Hz 2.1 dBmV 40.8 dB 0 0 18 Locked QAM256 26 675000000 Hz 2.0 dBmV 40.5 dB 0 0 19 Locked QAM256 27 681000000 Hz 2.1 dBmV 40.8 dB 0 0 20 Locked QAM256 28 687000000 Hz 2.0 dBmV 40.8 dB 0 0 21 Locked QAM256 30 693000000 Hz 2.0 dBmV 40.8 dB 0 0 22 Locked QAM256 31 699000000 Hz 2.0 dBmV 40.8 dB 0 0 23 Locked QAM256 32 705000000 Hz 2.1 dBmV 40.8 dB 0 0 24 Locked QAM256 33 711000000 Hz 2.1 dBmV 40.8 dB 0 0

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

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 6 5120 Ksym/sec 29400000 Hz 44.5 dBmV 2 Locked ATDMA 8 5120 Ksym/sec 16600000 Hz 44.3 dBmV 3 Locked ATDMA 7 5120 Ksym/sec 23000000 Hz 44.0 dBmV 4 Locked ATDMA 5 5120 Ksym/sec 35800000 Hz 44.0 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

[victoryredzq8]

Had a tech come out again. This time he got on my PC, opened up the web browser and went to google.com.. Said your internet seems to be working fine. I showed him pingplotter and my modem logs, he told me he doesn't know what any of that means. He left without doing anything. It's not my equipment, I took my modem(s) outside and ran them straight off the drop from the pole. Tested my PC and 2 different laptops. All of them had connectivity problems. At this rate I am ready to cancel my service and get fiber

[EG]

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.

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 !

[Comcast_Support]

Hi there,  victoryredzq8. Thanks for posting! Please send us a PM with your name (first and last) so we can take a look at some diagnostics on this end and then go from there. 

To send a private message, please click our name "Comcast_Support" then select "Send a Message" on the right side.

Thanks!