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Packets loss - 3 days. 'Support' of questionable assistance

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Packets loss - 3 days. 'Support' of questionable assistance

3 days of packet loss... 

  I called on the third day, after doing yet another modem reset etc, I'm told there is a problem in the area.. they get my info, to 'udpate' me...   6 hours, nothing.  I'm working, so I use the chat, explain that I'm checking on the issue...in which I'm told there is not an area problem, issue.  I'm then told they're going to send me 'A very strong signal', then after a bit I'm being sent 'A powerful singal so you slowly slowly should start seeing packets'.   When I explain I'm still droppping packets, that it it also happens the 6 & 7th hop in my route to comcast.net are failing, I'm told to hold while they check something...@ which point they bounce my modem again.  After that for a couple hours, it seemed 'better' then started to scale up again.

  This seems to get worse the closer it gets to mid-day, then start to decline the later it gets.
ex: 100ping, 30% packet loss @ approx 2pm, 12:36am 0 packet loss.  Through this all the the ping times run 17-25ms, only saw a very rare instance where it would hit in the 230-256 range... but as I watched, 1 case in point would be 20-30 pings @ in the 17-25 range, then it'd drop 3-4 packets.


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Expert

Re: Packets loss - 3 days. 'Support' of questionable assistance

I'm not seeing anything wrong. Are you talking about hops 6 and 7? That's not packet loss, it just the device ignore your ping request. How are you determining packet loss? Can you provide examples? 


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Frequent Visitor

Re: Packets loss - 3 days. 'Support' of questionable assistance

 Selective ping acceptance in a tracert?


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Expert

Re: Packets loss - 3 days. 'Support' of questionable assistance

Yeah, those devices are configured to ignore your ICMP (Internet Control Message Protocol ) requests, but they are still passing your request on to the next hop. 


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Gold Problem Solver

Re: Packets loss - 3 days. 'Support' of questionable assistance

Expert

Re: Packets loss - 3 days. 'Support' of questionable assistance

@Mdlem 

FWIW, the upstream power is on the high side on channels (1 ,2, and 3) and it may be intermittently fluctuating even higher to out of spec. levels That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

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.

FWIW, the upstream / return power is still borderline / too high for multiple bonded channels. This typically indicates a return path impairment of some sort (typically excess line attenuation and / or noise ingress somewhere).


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