HELP! Getting tons of packet loss

[Darthdesi]

New customer that is not getting any good technical support from the xfinity chat agents. 

Since May 19th, my neighbourhood has had daily outages. Finally saw 3 xfinity trucks busy working on the CMTS node for over 12 hours.. quizzed them if they had fixed the issues finally, and they said yes.. but it doesn't look like it.

My modem has poor speeds (even when hard wired), and Speedtest shows 30% packet loss on every single test i try to any test server.

Even a simple "ping www.google.com -n 50" or "ping 75.75.75.75 -n 50" shows over 30% "request timed out" responses, aka packet loss.

My modem keeps spitting out this error now:

"

Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Mon May 25 01:26:26 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=*** for security ***;CMTS-MAC=d4:2c:44:7d:b6:3d;CM-QOS=1.1;CM-VER=3.0;

The last error remains the same.. just the time stamp keeps updating to the latest time. Looks like the modem doesn't bother to write out a stream of the same error message... just updates the time stamp.

Based on my reading, it looks like the CMTS node is still flaky. 

Here are my signal levels:

Connection

eRouter

eRouter Provisioning Mode   eRoute_DualMode

Startup Sequence

Startup Step Status Comment       Acquire Downstream Channel 591000000 Hz Locked       Upstream Connection OK Operational       Boot State OK Operational       Configuration File OK         Security Enabled BPI+

Connection Status

System Up Time 0 days 00h:26m:10s         Network Access Allowed

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 21 591.0 1.2 39.9 0 0 2 Locked QAM256 22 597.0 1.3 39.9 0 0 3 Locked QAM256 23 603.0 1.3 39.9 0 0 4 Locked QAM256 24 609.0 1.2 39.8 0 0 5 Locked QAM256 25 615.0 1.2 39.8 0 0 6 Locked QAM256 26 621.0 1.1 39.7 0 0 7 Locked QAM256 27 627.0 0.9 39.5 0 0 8 Locked QAM256 28 633.0 1.0 39.6 0 0 9 Locked QAM256 29 639.0 1.2 39.6 0 0 10 Locked QAM256 30 645.0 1.3 39.6 0 0 11 Locked QAM256 31 651.0 1.4 39.6 0 0 12 Locked QAM256 32 657.0 1.2 39.5 0 0 13 Locked QAM256 33 663.0 1.1 39.5 0 0 14 Locked QAM256 34 669.0 1.0 39.4 0 0 15 Locked QAM256 35 675.0 1.1 38.4 0 0 16 Locked QAM256 36 681.0 1.2 39.5 0 0 Total             0 0

Upstream Bonded Channels

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV) 1 Locked ATDMA 4 5120 23.7 42.8 2 Locked ATDMA 1 5120 30.1 42.8 3 Locked ATDMA 2 5120 36.5 42.8 4 Locked ATDMA 3 5120 17.3 42.8

I believe those are healthy numbers.. but the lower speeds and packet loss is really bad. Videos buffer.. VOIP calls break up..

Can someone please help look at the service notes on all the outages in my neighbourhood, and comment on whether the CMTS is really fixed?

How do i fix this packet loss?

Do I need a service tech to check the line quality?

[Darthdesi]

hard wired ping stats at 3:30am PST. (ie can't be network congestion causing this).

ping www.google.com -n 20

Pinging www.google.com [2607:f8b0:400a:809::2004] with 32 bytes of data:
Reply from 2607:f8b0:400a:809::2004: time=13ms
Request timed out.
Reply from 2607:f8b0:400a:809::2004: time=22ms
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 2607:f8b0:400a:809::2004: time=25ms
Reply from 2607:f8b0:400a:809::2004: time=19ms
Request timed out.
Reply from 2607:f8b0:400a:809::2004: time=13ms
Reply from 2607:f8b0:400a:809::2004: time=16ms
Reply from 2607:f8b0:400a:809::2004: time=20ms
Reply from 2607:f8b0:400a:809::2004: time=12ms
Reply from 2607:f8b0:400a:809::2004: time=26ms
Request timed out.
Request timed out.
Request timed out.
Reply from 2607:f8b0:400a:809::2004: time=14ms
Request timed out.

Ping statistics for 2607:f8b0:400a:809::2004:
Packets: Sent = 20, Received = 10, Lost = 10 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 26ms, Average = 18ms