I recently moved into an apartment and have troubles with my upload connection. While playing online games or chatting via Discord, I will periodically be removed from the game, lag, or sound choppy over the mic. I have exchanged my modem, am hard wired in, and even had a tech visit my apartment to replace the tips of all coaxial cables to reduce any noise. He mentioned replacing the nodes on the side of my apartment, but I did not see him do this. I understand everything seems alright on Xfinity's end, as told to me by an employee who has never heard of packets, but the problem persists. This is during both high and low traffic hours and happens fairly often, drops (interference, disconnects, etc.) happening twice minimum every half-hour. About two to seven percent packet loss during a five minute test. This occurs much more often while pinging a site like bungie.net or discord.com, compared to google or xfinity.
In addition to this issue, and one I have not encountered before, my download speed will almost freeze for a few seconds just as often as the upload... probably at the same time, I have yet to monitor it during the occurences. The internet will not drop altogether, but YouTube videos will stop (pre) loading, speedtest.net will plateau and remain stuck on one number, and websites will not load while I continue to hear my friends on Discord or Skype. It doesn't disconnect altogether, just portions of it.
Some pictures from PingPlotter are attached. Please let me know if you need any additional information. I do not believe there is anything wrong with the hardware at this point. I may just need someone to monitor my connnection for a bit to pinpoint the problem.
Any help is greatly appreciated!
Solved! Go to Solution.
One more thing. I had very similar issues at my old house. Three techs visited and said "everything looks good" or "that's just the way shared networks work with cable, sometimes packets are lost," but then a fourth technician visited and fixed everything. Replaced every cable, ran several tests, and the next day the issues were solved. I wish I had the guy's information because he was very knowledgable and helpful.
Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.
The packet loss is starting right at your router in the Google and the Bungie traces. Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?
What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1
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 / gateway device ?
Here is all the information requested. Thank you for your help and time! I'll do my best to send any more information you need as quickly as I can.
Also, upon further testing I have found that everything works and seems perfectly fine for 10 or so minutes and then terribly for a few. Ran a test to Bungie for much longer than the last and had near 10 minutes of 0 packets lost followed by 5 of nearly pure red. No idea if that helps. I was away from my computer the entire time.
In case it does not post again, here are the links from Imgur.
The stats are o/k. Please post the RF error / event log entries as well.
I switched the modem from the living room to the bedroom and everything seems ok at the moment.
There have not been any lag spikes or interuptions. I did run a PingPlotter test the second I made the switch and did receive packet loss, but ran it again just now and received almost none. May simply be an anomoly. We'll see.
The reset cleared the event logs (if I'm finding these right... advanced > logs > log type "event") so I will continue to play now and again for the next 24 hours and upload them afterwards if the problem persists. I will message you tomorrow night.
Here is the test from this evening.
Check that link. I only see silly generic pics.
The links are working for me. I'll check again. And after an hour of flawless connection, it all went back to beyond poor.
After several hours of play there is nothing new on the event log. However, there is on the firewall logs. What do you recommend?
Visited comcast again today as well, I was in the area, they once again suggested I swap my modem... Idk what to do. The problem is so inconsistent, have yet to find a pattern. The only constant is Ping tests and PingPlotter. Always showing packet loss.
I was finally able to resolve my issue with the help of an EXTREMELY knowledgeable technician! He explained everything in full and showed empathy, treating my problem as his own. I hope all receive this type of customer centric support.
The issue was caused by severe damage to the node, box, on the side of my apartment. As my technician explained, "It looked like someone took an ice pick to the seal." He swapped me to a new slot and replaced everything. In addition to this, he replaced the tip of every coaxial cable in my apartment with compression and removed any splitters, checked my frequency levels before and after the switch, swapped my modem to the best manufacturer in his opinion, made reccomendations, and explained everything along the way.
Some things I learned during this experience that could help others:
Hopefully using some of this will help others resolve their issue much faster. As for trying to avoid the 10 steps you have to take before a good tech visits your apartment, I have no advice.