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Packet loss at a precise time frame every night

Frequent Visitor

Packet loss at a precise time frame every night

I’m experiencing problems again with my Comcast connection. My internet perfectly for a week after the cable from the pole to my house was replaced. For reference my previous thread: https://forums.xfinity.com/t5/Your-Home-Network/Intermittent-connection-three-weeks-now/td-p/3180310

 

Now I’m facing major packet loss, slow speeds, and disconnects at exactly 6 pm to 10 am every night. As soon as 10 am hits everything is back to normal. I tested on multiple devices directly connected to the gateway and they all have the same problem. I rebooted the gateway and the same problem. Web pages and images pages take long to load, downloads/uploads hang. Normally a 500MB file would take less than 5 minutes to download, now takes 1-4 hours to finish. No outages or maintenance listed in my area...

 

I setup PingPlotter to run for one night straight, pinging my localhost, router, and Comcast.net. There’s no packet loss between my computer and router, or local PC, so I’m ruling out my hardware as the issue. The packet loss happens soon as it hits the second hop. Its goes on frequently from 6 pm to 10 am. After 10 am there’s no packet loss.

 

https://i.imgur.com/SD7N1nJ.png

http://speedtest.xfinity.com/results/JR03744K33Q8O5R

 

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
513.00 MHz
459.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
507.00 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
               
SNR
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
40.37 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.61 dB
               
Power Level
1.20 dBmV
1.80 dBmV
1.90 dBmV
1.90 dBmV
2.00 dBmV
2.00 dBmV
1.90 dBmV
1.50 dBmV
1.20 dBmV
1.10 dBmV
1.00 dBmV
1.00 dBmV
0.60 dBmV
0.30 dBmV
0.40 dBmV
0.20 dBmV
0.10 dBmV
0.00 dBmV
0.00 dBmV
0.00 dBmV
0.10 dBmV
0.00 dBmV
-0.10 dBmV
-0.30 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
35.80 MHz
16.60 MHz
23.00 MHz
29.40 MHz
       
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
       
Power Level
39.50 dBmV
39.50 dBmV
41.00 dBmV
39.50 dBmV
       
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
       
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
       
 

 

Is this some sick experiment?

Expert

Re: Packet loss at a precise time frame every night

I'm going to re-escalate your issue to the Comcast corporate employees that are available to these boards.  Good luck !

 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Packet loss at a precise time frame every night

Hi, Accould. That sounds very frustrating! I'm sorry to hear the issues are continuing. We can definitely take another look at this. It does appear that there are still some issues with the signal levels on your modem. I know you have had a couple recent technician visits and it's possible that there might be some work going in your area. Please send me a private message with you name and I will take a look at everything on my end and help you determine what we can done from here.

 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
 

Thank you. 


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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!
Highlighted
Frequent Visitor

Re: Packet loss at a precise time frame every night

Information sent. Thank you.

Frequent Visitor

Re: Packet loss at a precise time frame every night

Is this really maintenance or work being done in the area? There zero information provided in the status map.

 

saturdaynight.png

 

I believe Comcast owns me half of my bill back for next month. We can't even use the internet during the hours we are home...

Official Employee

Re: Packet loss at a precise time frame every night

It was great working with you, Accould. I'm glad to hear that your internet service is working as expected again. If you need anything else regarding this concern, you are welcome to send me a private message. Otherwise, take care. Thank you for your time!


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!