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Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

Frequent Visitor

Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

I'm here to ask for advice for any potential next steps to try and resolve relentless packet loss troubles. It has been ongoing for a few weeks at least during which time we have tried everything in our power to resolve it. Tried 2 new modems, had techs out to check all the signal levels, had a tech out a couple months back for a separate issue who ran new coax just to be safe which goes directly to the modem from outside. Have tried bridging the modem (aka zero interal routing) just because why not.

Unfortuntaely the loss is consistent but only for a few hours at a time. Occasionally there will be zero loss for a few hours, other times 25% loss for a few hours, more often than not its about 5%. I guess what I'm trying to say is, I get the feeling this behaviour could in some way help indicate what type of trouble it is. When it gets bad it stays that way consistently for hours, then changes and stays that way for a few hours, etc. I have networking experience but very limited knowledge of how Level 2 hardware/signal stuff works, if I had to guess though I'd say the symptoms resemble some kind of external interference on the line like exposed wires or something? At first my money was on it being weather related however it has been long enough now that I've ruled that out. Same goes for all my time-of-day theories, thought I had some for a while but none of them survived the weeks of testing.

 

Previous modem stats/signals (from a couple weeks ago)
HW Version:11.0
Vendor:ARRIS Group, Inc.
BOOT Version:4.2.0.45
Core Version:10.1.27B
Model:TG1682G
Product Type:XB3
Flash Part:256 MB
Download Version:10.1.27B.SIP.PC20.CT
Serial Number:6C62UK688B47100
Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
669.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
561.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
615.00 MHz
627.00 MHz
633.00 MHz
645.00 MHz
657.00 MHz
663.00 MHz
675.00 MHz
               
SNR
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
               
Power Level
5.90 dBmV
8.90 dBmV
8.70 dBmV
8.70 dBmV
8.20 dBmV
8.80 dBmV
8.40 dBmV
8.30 dBmV
8.40 dBmV
7.90 dBmV
8.20 dBmV
8.00 dBmV
7.20 dBmV
7.60 dBmV
7.00 dBmV
6.70 dBmV
7.10 dBmV
7.30 dBmV
7.10 dBmV
7.20 dBmV
7.10 dBmV
6.50 dBmV
6.60 dBmV
6.20 dBmV
               
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
               

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
29.60 MHz
16.50 MHz
23.00 MHz
36.10 MHz
       
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
       
Power Level
38.75 dBmV
39.75 dBmV
39.25 dBmV
37.75 dBmV
       
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
       
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
       

CM Error Codewords
Unerrored Codewords
219994381
216707307
216697138
216707741
216713493
216708290
216715347
216701935
216716586
216720916
216707942
216695136
216723404
216699336
216704971
216727516
216736370
216704350
216701369
216737809
216739540
216714526
216741021
216745360
0
0
0
0
0
0
0
0
Correctable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Mostly identical stats from current modem
HW Version:9.0
Vendor:ARRIS Group, Inc.
BOOT Version:4.2.0.39
Core Version:10.1.27B
Model:TG1682G
Product Type:XB3
Flash Part:256 MB
Download Version:10.1.27B.SIP.PC20.CT
Serial Number:G3BBWH7CG902584
Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
675.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
627.00 MHz
645.00 MHz
               
SNR
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
               
Power Level
7.60 dBmV
10.20 dBmV
10.50 dBmV
10.20 dBmV
10.20 dBmV
10.00 dBmV
10.30 dBmV
10.00 dBmV
9.80 dBmV
9.80 dBmV
9.50 dBmV
9.70 dBmV
9.20 dBmV
9.60 dBmV
8.80 dBmV
8.30 dBmV
8.70 dBmV
8.60 dBmV
9.20 dBmV
9.10 dBmV
9.20 dBmV
9.40 dBmV
8.70 dBmV
8.60 dBmV
               
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
               
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
29.60 MHz
16.50 MHz
23.00 MHz
36.10 MHz
       
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
       
Power Level
37.93 dBmV
38.75 dBmV
38.25 dBmV
37.00 dBmV
       
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
       
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
       
CM Error Codewords
Unerrored Codewords
315143694
311914367
311914237
311923557
311915138
311911409
311930621
311922470
311921628
311927379
311933437
311934283
311927828
311935277
311935400
311940473
311947249
311930236
311948431
311949679
311942308
311949564
311953058
311953879
0
0
0
0
0
0
0
0
Correctable Codewords
0
6
0
0
0
0
0
0
0
0
0
0
0
4
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Pathping results during a worst case
C:\>pathping -p 100 -w 50 75.75.75.75

Tracing route to cdns01.comcast.net [75.75.75.75]
over a maximum of 30 hops:
  0  jane [10.0.0.30]
  1  10.0.0.1
  2  96.120.17.209
  3  ae-101-rur02.strack.tx.houston.comcast.net [68.85.250.9]
  4  ae-7-ar01.greenspoint.tx.houston.comcast.net [68.85.87.205]
  5  68.85.246.6
  6  dns-sw01.greensptrdc.tx.houston.comcast.net [162.151.4.230]
  7  cdns01.comcast.net [75.75.75.75]

Computing statistics for 70 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           jane [10.0.0.30]
                                0/ 100 =  0%   |
  1    2ms     0/ 100 =  0%     0/ 100 =  0%  10.0.0.1
                               29/ 100 = 29%   |
  2    8ms    30/ 100 = 30%     1/ 100 =  1%  96.120.17.209
                                0/ 100 =  0%   |
  3   11ms    32/ 100 = 32%     3/ 100 =  3%  ae-101-rur02.strack.tx.houston.comcast.net [68.85.250.9]
                                0/ 100 =  0%   |
  4   12ms    29/ 100 = 29%     0/ 100 =  0%  ae-7-ar01.greenspoint.tx.houston.comcast.net [68.85.87.205]
                                0/ 100 =  0%   |
  5   12ms    29/ 100 = 29%     0/ 100 =  0%  68.85.246.6
                                0/ 100 =  0%   |
  6   12ms    33/ 100 = 33%     4/ 100 =  4%  dns-sw01.greensptrdc.tx.houston.comcast.net [162.151.4.230]
                                0/ 100 =  0%   |
  7   13ms    29/ 100 = 29%     0/ 100 =  0%  cdns01.comcast.net [75.75.75.75]

I just dont know what the next step is, other than running more circles, having techs come say everything looks good. Others in the house are about to take drastic measures to get stable internet, so if there is anything you guys can suggest or assist with, I'd greatly appreciate it. Please let me know if any additional info or test results are needed, Thanks.
Frequent Visitor

Re: Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

Well it was almost perfect for a couple days after Christmas, but all day today it is back to constant packet loss. I am mostly only in search of advice, I really don't know what to do at this point.

Silver Problem Solver

Re: Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice


@bluechipps wrote:

Well it was almost perfect for a couple days after Christmas, but all day today it is back to constant packet loss. I am mostly only in search of advice, I really don't know what to do at this point.


Check your area for issues.

https://www.xfinity.com/support/status-map/

I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
Frequent Visitor

Re: Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

No issues reported in the area. Thanks though

Frequent Visitor

Re: Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

Was fine for a few days again, today 10% loss half the day. Would really appreciate a reply from someone... just knowning what the next step is would be extremely helpful

Frequent Visitor

Re: Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

Update: I decided to take my laptop and go around the neighborhood hooking up to different people's "xfinitywifi" hotspots. Turns out this problem is affecting everyone around me too. At first i thought maybe it could be just wifi not being strong enough but once I went and got perfect wifi signals to their hotspots and compared the results to the monitoring I am doing at home, they both show heavy packet loss at the exact same times.

 

How do I get comcast's attention on this? Just keep opening tickets?

Frequent Visitor

Re: Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

This is what it looks like right now, fair to say its practically unusable.

vmp5.png

 

Now I just hope it lasts long enough to cause other comcast customers to report it. Pretty much my only hope of getting this fixed since no one here seems to care or know what to do either...

Frequent Visitor

Re: Ongoing packet loss issue. Sometimes 25% for a few hours at a time. Seeking advice

Then it was perfect 0% loss for about 10 minutes afterwards... now its back to 25% loss. 

 

How do we figure this out??? Line noise and power levels check out every time they test. I've verified it is affecting other customers nearby too. There is literally nothing else I can possibly do on my own other than to continue to beg...

 

PLEASE HELP