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Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

New Poster

Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

I've had 3 different techs at my house and the issue has yet to be fixed some days it is almost unusable. I have direct connected with modem only as well as bought a whole new modem and got it activated by xfinity which didnt change a thing. I don't know what else to do and I have no other providers in my area. I attached my packet loss image below not to mention they have only offered me $10 for the 2 months I have been dealing with this.Packet Loss.png

Expert

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

Can't see your pic. Since you are a new poster, it likely needs to be approved by a Forum Admin.

You could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.



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New Poster

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

https://imgur.com/a/6vFHfA5

 

 

I uploaded it to imgur, my internet has literally been unusable today.

Expert

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

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 ?

Is this a WiFi connection ?



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New Poster

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

This is a direct connection from my router to my desktop pc. Here is the images for those stats, I'm not sure what to post.one.png I have already replaced my modem and within 10 minutes of replacing the modem I was alkready lagging so I know its not the modem as well as removed my router and directly connected with only the modem and still lagging. There is no possible way it is a hardware issue on my end I have literally replaced everything that is replaceable.

 

https://imgur.com/a/T7ownZW 

New Poster

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

Netgear CM1000 Modem

Expert

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

Those look o/k. Please also post the RF error / event log entries from the CM1000.



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New Poster

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

Expert

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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New Poster

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

Thanks!

Official Employee

Re: Packet loss nonstop almost every single day xfinity has yet to fix the issue. Unusable Internet.

Greetings, Williamz! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear of the issues you are running into with your internet connection. That's certainly frustrating as we all depend on a reliable connection this day and age. I would like to see what's going on with the signal. Can you please send me a  PM with your first and last name so I may further assist you?

 

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


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