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Low Upload Speeds/High Packet Loss

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Frequent Visitor

Low Upload Speeds/High Packet Loss

For the past few months since around March 2019 I been having issues where at random times (about 2 - 4 times a month) I get very low upload speeds like 20 kbps with a packet loss of 30%. Sometimes it comes for a minute and goes away other times it stays until I reboot my modem and router. The download speeds are usually never effected though and this happens on wifi and ethernet. Strange thing is this all happen after I unplugged my modem and router and all the cables back in march for a severe thunderstorm so my stuff wouldn't get fried. 

I have no splitters it's a direct feed to my modem with the exception of 2 barrels and the ground wire and I already took them apart and checked and they look good and like new still.

Things I tried: 

- Checking all cables and everything looked good

- Ran speed tests and I get the speed i'm paying for (when i'm not having an issue).

- Ran a ping test to comcast.net for 1 minute (when not having issues) and averaged around 25ms, max of 27ms with 0% packet loss

- Ping tested to my internal modem and router address and it shows 1ms no packet loss

- Factory reset my router and flashed the latest firmware

- Rebooted my modem and router

- Checked my modem signals and logs and everything always seems fine

It's difficult for me to try without a router because I use wireless everyday and this issue happens at random but last time this happen I rebooted just the router and not the modem and I still had the issue but everytime I reboot the modem and the router it goes back to normal. I'm starting to feel like it's my modem but not sure.

My modem is a Zoom 5345 docsis 3.0 and the router a Netgear WNDR4300v2 both of which I own.

The modem logs are short because I had to reboot a few days ago but those are my usual errors every now and then except the IPv6 one. I never see a change in logs during the packet loss either.

August 13 modem stats.jpg

modem logs august 13.jpg

Ping Results:

C:\Windows\system32>ping -t www.comcast.net

Pinging e7010.dscg.akamaiedge.net [23.0.29.33] with 32 bytes of data:
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=27ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=26ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53
Reply from 23.0.29.33: bytes=32 time=25ms TTL=53

Ping statistics for 23.0.29.33:
Packets: Sent = 62, Received = 62, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 25ms, Maximum = 27ms, Average = 25ms

 

Frequent Visitor

Need Help Please!!! Packet Loss

Just last night I was on my xbox and suddenly got huge lag and I ran a speed test from the xbox and was getting 110 mbps down 0.4 up with 30% packet loss and 235 latency. So I got on my desktop pc and ran a speed test but download and upload speeds seemed fine but latency was high and jumped between 50 and 400ms. So I checked the modem stats and they all looked good but when I did a ping/tracert to comcast I got horrible results. Strange enough restarting the modem and router put everything back to normal for now but I been having these random issues multiple times a month now. 

The cable from the drop pole runs directly to my modem (with the exception of the ground wire) so theres no splitters and the ends look good. Can anyone give me advice on what I should do and what the issue might be? I'm at a loss

modem aug 31.jpgmodem log aug 31.jpgspeed test aug 31.jpgtracert and ping.jpg

Silver Problem Solver

Re: Need Help Please!!! Packet Loss


@Gamerear15 wrote:

Just last night I was on my xbox and suddenly got huge lag and I ran a speed test from the xbox and was getting 110 mbps down 0.4 up with 30% packet loss and 235 latency. So I got on my desktop pc and ran a speed test but download and upload speeds seemed fine but latency was high and jumped between 50 and 400ms. So I checked the modem stats and they all looked good but when I did a ping/tracert to comcast I got horrible results. Strange enough restarting the modem and router put everything back to normal for now but I been having these random issues multiple times a month now. 

The cable from the drop pole runs directly to my modem (with the exception of the ground wire) so theres no splitters and the ends look good. Can anyone give me advice on what I should do and what the issue might be? I'm at a loss

modem aug 31.jpgmodem log aug 31.jpgspeed test aug 31.jpgtracert and ping.jpg


Are you actually signed in with your name and password to the forum?  You can post an external link to those pictures.


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
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Frequent Visitor

Re: Need Help Please!!! Packet Loss

Yes i'm signed in, not sure why my pictures didn't show up.
https://photos.app.goo.gl/SGVqqj63fmnd5S8WA