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Huge amount of packet loss, unusable internet

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Frequent Visitor

Huge amount of packet loss, unusable internet

qualityinternet.PNGI've had two techs come out, and customer support keeps telling me that there is nothing wrong. Image doesn't appear to being showing up correctly: https://imgur.com/a/5KsY5kZ

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Expert

Re: Huge amount of packet loss, unusable internet

The packet loss is right at your router / LAN / home network. Was this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router with an ethernet cable have the same problem ?



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Frequent Visitor

Re: Huge amount of packet loss, unusable internet

This is a hardwired connection that has been connected to two different modems directly and to a router with the same results. The packet loss at my home network is just because the modem/router doesn't report back as a priority. That's why the tool reports packetloss numbers only after that step in the aggregate. 

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Expert

Re: Huge amount of packet loss, unusable internet

Are you sure about that ? I've had routers for 25 years, and troubleshot many friend's equipment, and many posters here, and I've never seen a residential router/ home networking device de- prioritize / rate limit ICMP packet based ping probes.



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Frequent Visitor

Re: Huge amount of packet loss, unusable internet

You probably know better than me, thats what I read when researching the issue. I've disconnected the router and connected directly to the modem. I'm seeing less packet loss, but still >1% and jumps sometimes into the high single digits to teens.  

https://imgur.com/a/dek2Rao

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Expert

Re: Huge amount of packet loss, unusable internet

O/k 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 ?




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Frequent Visitor

Re: Huge amount of packet loss, unusable internet

https://imgur.com/a/UVzp3MP

MOTOROLA 24x8 Cable Modem, Model MB7621, DOCSIS 3.0

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Expert

Re: Huge amount of packet loss, unusable internet

Well the signal stats are pristine !!  But perhaps there is noise ingress into the line(s) somewhere. That can cause packet loss.

 

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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

 



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Frequent Visitor

Re: Huge amount of packet loss, unusable internet

Thanks for your help. 

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Expert

Re: Huge amount of packet loss, unusable internet

Quite welcome ! Smiley Happy



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Official Employee

Re: Huge amount of packet loss, unusable internet

Hello, CD001! 

Thanks for reaching out to us here with the troubles you've been experiencing with your internet services. I would love to take a closer look into this with you and get you back to a stable connection. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

To send a private message, click my name "ComcastTambrey", then click "send a message".


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Regular Visitor

Re: Huge amount of packet loss, unusable internet

I am having the same issue with good upload and download speed but packet loss every 3-16 pings.