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Random packet loss

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Regular Visitor

Random packet loss

Greeting,

 

For the past couple of week, I've been having a hard time playing online game, watching streams or anything else involving realtime connections. At first, I thought my computer had a faulty component but after running maintenance on it I have gotten no sigh of malfunction from it. Next, I checked to see if my wiring connection to the modem was at fault. Nothing, lastly I check the modem as my computer connect directly to it through ethernet. After doing a whole power cycle and contacting CS for a health check, I got no sign of a problem. And yet I'm still getting packet lost that is interrupting my online play. 

 

Tired of then issue I went to look for a solution or even a way too shows that packet loss is even happening. After contacting the owners of the game server (Btw I talked to them and they are not having any problems on their end.) They told me to use WinMTR and record what is happing to my connection when it is attempting to connect to the game servers.

Here are the results:

 

 

WinMTR statistics

 

Host % Sent Recv Best Avrg Wrst Last
10.0.0.1 0 205 205 0 9 31 8
96.120.68.73 7 166 156 7 13 31 21
68.87.181.173 7 166 156 6 12 28 18
96.108.157.94 7 166 156 6 12 30 19
be-98-ar01.needham.ma.boston.comcast.net 7 166 156 10 14 31 23
be-7015-cr02.newyork.ny.ibone.comcast.net 7 166 156 16 21 41 33
be-10396-pe01.60hudson.ny.ibone.comcast.net 7 166 156 15 19 37 28
50.242.150.46 7 166 156 16 20 38 25
194.25.6.2 7 165 155 103 107 124 108
195.122.154.1 12 137 121 99 103 134 101

 

As you can see I believe I'm losing packets based on this recording that im have 7% loss after it leaves the first hop and having a struggle at the last hop. I have no idea how this is happening or why since I've tried everything outside of calling a tech to come and look at my set up. If the first hop is from my Modem then would that mean the problem lays between hop one and two?

 

At any case, I would like some help in figging out this mystory.

 

 

Highlighted
Expert

Re: Random packet loss

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 ?




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Regular Visitor

Re: Random packet loss

Downstream Powerlevel: 

5.400002
6.400002
6.500000
6.699997
7.000000
7.099998
6.800003
6.699997
6.800003
5.199997
5.199997
4.900002
4.800003
5.000000
5.000000
5.199997
5.099998
5.099998
5.099998
5.300003
5.599998
5.800003
5.699997
5.500000
5.800003
6.099998
6.000000
6.300003
6.599998
6.599998
6.699997
6.599998
 
NA

 

Upstream Powerlevel: 

51.270599
53.020599
51.770599
52.020599

 

SNR: 

40.366287
40.946209
40.366287
40.366287
40.946209
40.946209
40.946209
40.946209
40.366287
40.366287
40.946209
40.946209
40.946209
40.366287
40.366287
40.946209
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.366287
40.366287
40.946209
40.946209
40.366287
40.366287
40.366287
40.946209
 
NA
Highlighted
Expert

Re: Random packet loss

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, 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.



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Regular Visitor

Re: Random packet loss

I have done all the checks and found a cable still connected to a cable box that was for a room no one in the house watch tv in anymore. I disconnected the box and tool all the cable out of the outlets but seem like it did little since im still having problems.

Highlighted
Expert

Re: Random packet loss

That wouldn't affect the upstream power. It would affect the SNR if anything. If none of the other tips apply, it would be best to get a tech out to investigate as previously stated. Good luck ! Please post back with how things turn out.



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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!