Regular Visitor
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7 Messages
Extreme lag and packet loss!? New lines and modem
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..
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https://imagizer.imageshack.com/img921/2929/RhiH4E.jpg
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victoryredzq8
Regular Visitor
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7 Messages
6 years ago
Can anyone help me?!?!? Customer service keeps telling me everything looks fine on their end.. It's not fine. This is my modem log
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EG
Expert
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111.5K Messages
6 years ago
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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victoryredzq8
Regular Visitor
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7 Messages
6 years ago
Thanks for the reply! The modem is a brand new Netgear CM600. This is a wired connection
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victoryredzq8
Regular Visitor
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7 Messages
6 years ago
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
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EG
Expert
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111.5K Messages
6 years ago
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 !
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Xfinity_Support
Official Employee
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1K Messages
6 years ago
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!
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