Community Forum

Packet loss issue

Xephyron
Regular Visitor

Packet loss issue

Just started noticing lag spikes few days ago while playing video games. Restarted my modem a few times, lag is still there all day long. Did a pingplotter test today and noticed a small amount of packet loss. Is there a way to tell if it's comcast line issue or something wrong with my modem (rented from comcast XB6). Connection is hardwired with Ethernet cable.

Ping Plotter result

 

Signal Levels, not sure how to get the right format, so I copied them into an excel spreadsheet.

https://docs.google.com/spreadsheets/d/10E4f-nYxWrA74NY_2S-Juu-GjXMExmP-nxYVdtW2Nl4/edit?usp=sharing

EG
Expert

Re: Packet loss issue

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is on the low / weak side also. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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!
Xephyron
Regular Visitor

Re: Packet loss issue

I didn't have any splitters when I took those signal levels, they are levels from a single cable connected directly to the feed. 

EG
Expert

Re: Packet loss issue

O/k then you'll need a tech out to investigate. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. 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!