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Packet Loss in excess of 8% (Sacramento)

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Regular Visitor

Packet Loss in excess of 8% (Sacramento)

Good evening!

 

For around 72-hours, regardless of the time of day, I have been pulling pretty consistent packet loss numbers ranging from 6.5% to as high as 12.5%. I have a brand new Netgear CM-500 modem that I purchased in March.  I have tried the following to no avail.

 

  1. Reset and power cycled modem multiple times.
  2. Used multiple different coax cables.
  3. Used multiple different ethernet cables. 
  4. Disconnected my router and monitored my network from a direct connection to the modem
  5. Contacted Netgear and had them run diagnostics to confirm that there are no issues with the modem.

Attached below are some diagnostic screenshots to display the packet loss, my modem power levels, as well as the T1-T6 timeouts to the CMTS that my modem was experiencing:

 

connectivityissue1.jpgconnectivityissue2.jpg

connectivityissue3.jpg

Here are URLs:

https://ibb.co/BcDhpGF

https://ibb.co/z7V23WN

https://ibb.co/9n590b7

 

As I understand there are currently a number of service issues in the greater Sacramento area, but when talking to support, they do not seem to have any idea when this will be addressed.  Today on the phone I was told I may have to wait until July to have a technician visit and test my signal.  Everyday I work from home and am having constant disconnects from video conferencing and screen sharing which is extremely disruptive.  On top of this, my family is very upset that they can't use our services for online gaming since the packet loss makes it effectively impossible to play. 

 

Please if there is anything that can be done or anyone I can be referred to for additional help that would be wonderful.  I understand we are all experiencing difficult times right now, but this connectivity issue is just making things so much worse for me and my family. 

 

Thank you for any advice or help anyone can provide!

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Expert

Re: Packet Loss in excess of 8% (Sacramento)

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.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Regular Visitor

Re: Packet Loss in excess of 8% (Sacramento)

Hi I posted URLs above! Thanks I figured an admin needed to approve. 

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Expert

Re: Packet Loss in excess of 8% (Sacramento)

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

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 !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: Packet Loss in excess of 8% (Sacramento)

Hi there, rpdaley.

 

Wow! A double whammy. I know it's super frustrating to have the internet cut out during a gaming session. I work from home too, so I know what you mean. Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!