Community Forum

Lots of packet loss for over a month

Highlighted
Regular Visitor

Lots of packet loss for over a month

Good Evening,

 

We've been experiencing packet loss (5-15% depending on when I check), and it's making the internet all but unusable for anything live (primarily my wife's continuous glucose monitor which failed to record her blood sugar for 6 hours the other night). I pay for the 200 Mbps package and it would be nice if I could actually use the internet I pay for. I have my own modem (Arris Surfboard 6190) and my own router (ASUS RT-AX3000). I've done extensive ping tests to various websites (google, cnn, etc) and all of them have similar packet loss. I've done the same tests from my router, and directly from my modem all with very similar results. Below are the results from a pathping to google.com:

 

pathping google.com

Tracing route to google.com [172.217.0.14]
over a maximum of 30 hops:
0 LAPTOP-5UQDUBD6 [192.168.50.196]
1 RT-AX58U-1BD8 [192.168.50.1]
2 96.120.113.9
3 96.110.168.161
4 162.151.145.21
5 68.87.231.189
6 be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
7 be-32241-cs04.350ecermak.il.ibone.comcast.net [96.110.40.61]
8 be-2403-pe03.350ecermak.il.ibone.comcast.net [96.110.37.30]
9 96-87-9-230-static.hfc.comcastbusiness.net [96.87.9.230]
10 209.85.248.185
11 216.239.42.35
12 * ord38s04-in-f14.1e100.net [172.217.0.14]

Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 LAPTOP-5UQDUBD6 [192.168.50.196]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% RT-AX58U-1BD8 [192.168.50.1]
1/ 100 = 1% |
2 11ms 3/ 100 = 3% 2/ 100 = 2% 96.120.113.9
0/ 100 = 0% |
3 12ms 3/ 100 = 3% 2/ 100 = 2% 96.110.168.161
0/ 100 = 0% |
4 11ms 2/ 100 = 2% 1/ 100 = 1% 162.151.145.21
0/ 100 = 0% |
5 13ms 1/ 100 = 1% 0/ 100 = 0% 68.87.231.189
1/ 100 = 1% |
6 24ms 2/ 100 = 2% 0/ 100 = 0% be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
1/ 100 = 1% |
7 24ms 3/ 100 = 3% 0/ 100 = 0% be-32241-cs04.350ecermak.il.ibone.comcast.net [96.110.40.61]
0/ 100 = 0% |
8 23ms 3/ 100 = 3% 0/ 100 = 0% be-2403-pe03.350ecermak.il.ibone.comcast.net [96.110.37.30]
0/ 100 = 0% |
9 23ms 5/ 100 = 5% 2/ 100 = 2% 96-87-9-230-static.hfc.comcastbusiness.net [96.87.9.230]
0/ 100 = 0% |
10 22ms 5/ 100 = 5% 2/ 100 = 2% 209.85.248.185
0/ 100 = 0% |
11 24ms 4/ 100 = 4% 1/ 100 = 1% 216.239.42.35
0/ 100 = 0% |
12 23ms 3/ 100 = 3% 0/ 100 = 0% ord38s04-in-f14.1e100.net [172.217.0.14]

Trace complete.

 

 

I've had a friend do the same test on his xfinity connection and there are no issues, and every hop after the first (96.120.113.9) is very similar, which leads me to believe the issue is at the first hop. I've been trying to work with Comcast phone support for weeks and they have managed to get nothing fixed. 1 of techs went very above and beyond and replaced all of our wiring from the house to the Comcast box outside, but that didn't help unfortunately. I don't believe anyone has looked at the router or device this IP is on: 96.120.113.9. Any help would be appreciated.

 

Also, here is some info from my modem:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 1 477.00 MHz 7.50 dBmV 38.98 dB 12 0
2 Locked 256QAM 38 429.00 MHz 8.60 dBmV 40.37 dB 25 0
3 Locked 256QAM 39 435.00 MHz 8.90 dBmV 40.37 dB 15 0
4 Locked 256QAM 40 441.00 MHz 8.80 dBmV 40.37 dB 11 0
5 Locked 256QAM 41 447.00 MHz 8.20 dBmV 40.37 dB 14 0
6 Locked 256QAM 33 453.00 MHz 7.90 dBmV 38.98 dB 15 0
7 Locked 256QAM 34 459.00 MHz 7.60 dBmV 38.61 dB 0 0
8 Locked 256QAM 35 465.00 MHz 7.50 dBmV 38.98 dB 0 0
9 Locked 256QAM 36 471.00 MHz 7.50 dBmV 40.37 dB 17 0
10 Locked 256QAM 2 483.00 MHz 7.40 dBmV 38.98 dB 0 0
11 Locked 256QAM 3 489.00 MHz 7.20 dBmV 38.98 dB 0 0
12 Locked 256QAM 4 495.00 MHz 7.20 dBmV 40.37 dB 0 0
13 Locked 256QAM 5 507.00 MHz 7.30 dBmV 40.37 dB 0 0
14 Locked 256QAM 6 513.00 MHz 7.20 dBmV 38.98 dB 8 0
15 Locked 256QAM 7 519.00 MHz 7.20 dBmV 38.98 dB 12 0
16 Locked 256QAM 8 525.00 MHz 7.00 dBmV 40.37 dB 0 0
17 Locked 256QAM 9 531.00 MHz 6.60 dBmV 38.98 dB 0 0
18 Locked 256QAM 10 537.00 MHz 6.40 dBmV 38.98 dB 0 0
19 Locked 256QAM 11 543.00 MHz 6.10 dBmV 38.98 dB 0 0
20 Locked 256QAM 12 549.00 MHz 6.30 dBmV 38.98 dB 4 0
21 Locked 256QAM 13 555.00 MHz 6.60 dBmV 40.37 dB 0 0
22 Locked 256QAM 14 561.00 MHz 6.70 dBmV 38.98 dB 0 0
23 Locked 256QAM 15 567.00 MHz 6.70 dBmV 40.95 dB 0 0
24 Locked 256QAM 16 573.00 MHz 6.40 dBmV 38.98 dB 0 0
25 Locked 256QAM 17 579.00 MHz 6.50 dBmV 39.50 dB 0 0
26 Locked 256QAM 18 585.00 MHz 6.70 dBmV 39.50 dB 0 0
27 Locked 256QAM 19 591.00 MHz 6.70 dBmV 39.50 dB 1 0
28 Locked 256QAM 20 597.00 MHz 7.10 dBmV 39.50 dB 0 0
29 Locked 256QAM 21 603.00 MHz 6.80 dBmV 39.50 dB 0 0
30 Locked 256QAM 22 609.00 MHz 6.80 dBmV 39.50 dB 0 0
31 Locked 256QAM 23 615.00 MHz 6.50 dBmV 39.20 dB 0 0
32 Locked 256QAM 24 621.00 MHz 6.70 dBmV 39.50 dB 0 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 kSym/s 24.00 MHz 38.50 dBmV
2 Locked ATDMA 4 5120 kSym/s 17.60 MHz 38.00 dBmV
3 Locked ATDMA 2 5120 kSym/s 30.40 MHz 39.25 dBmV
4 Locked ATDMA 1 5120 kSym/s 36.80 MHz 38.75 dBmV