Solved: Re: Intermittent packet loss starting in the evening. - Xfinity Help and Support Forums

Itai_H · ‎09-13-2020

I've been experiencing intermittent connection issues since the start of the pandemic, and having exhausted all other troubleshooting avenues, I've arrived at a hypothesis - that Comcast's backend is simply not tuned or built up to manage the additional usage posed by the number of people working from home. The commonplace is that for all the fee hikes Comcast has been levying on its users over the years, very little of it has gone back into building up its infrastructure. Some argue that Comcast sees the writing on the wall for its cable service with the advent of 5G so they aren't going to bother sinking more money into it - their future is more tied to the Peacock (NBC) than the wires.

I hope I am proven wring but I think this kind of spotty service is what we're in for for the duration fo the pandemic.

EG · ‎09-13-2020

Start here;

https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

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!

Itai_H · ‎09-14-2020

Thank you, that is good info. I’ve pretty much done all that plus had the line from pole replaced. Hey, I’m not anti-Comcast, but it is just a company. We can point out where it’s weak.

EG · ‎09-14-2020

Then get a tech out to investigate / correct the problem. 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!

josu15 · ‎09-14-2020

I've done most of the things on that list, including testing with multiple different PCs. These are the signals I have with the modem in my living room. This is after a technician came and removed a splitter that was right before the modem but it didn't fix the problem. I have also tested it connected directly to the coax that comes into my house in the attic and it did not make a difference with the packet loss issue.

Index

44

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

38

39

40

41

42

43

45

46

47

48

44

Lock Status

Locked

Frequency

669 MHz

507 MHz

513 MHz

519 MHz

525 MHz

531 MHz

537 MHz

543 MHz

549 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

627 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

675 MHz

681 MHz

687 MHz

722 MHz

629600000

SNR

37.6 dB

40.4 dB

40.1 dB

40.3 dB

40.1 dB

40.5 dB

40.3 dB

40.1 dB

40.0 dB

39.8 dB

39.9 dB

39.7 dB

39.6 dB

39.5 dB

39.4 dB

39.3 dB

39.2 dB

38.9 dB

38.6 dB

38.5 dB

38.4 dB

38.2 dB

38.1 dB

38.0 dB

37.7 dB

36.3 dB

37.6 dB

36.2 dB

NA

Power Level

-10.1 dBmV

-5.8 dBmV

-6.0 dBmV

-6.1 dBmV

-6.2 dBmV

-6.5 dBmV

-6.6 dBmV

-6.8 dBmV

-6.7 dBmV

-7.0 dBmV

-7.2 dBmV

-7.5 dBmV

-7.6 dBmV

-8.0 dBmV

-8.3 dBmV

-8.8 dBmV

-9.2 dBmV

-9.3 dBmV

-9.4 dBmV

-9.5 dBmV

-9.6 dBmV

-9.9 dBmV

-10.2 dBmV

-10.1 dBmV

-10.9 dBmV

NA

Modulation

256 QAM

OFDM

Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	44.5 dBmV	46.0 dBmV	46.0 dBmV	46.3 dBmV	44.5 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

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
Unerrored Codewords	2402457745	2091379165	2091390413	2091404469	2091423613	2091435526	2091443421	2091462037	2091510145	2091515787	2091528788	2091539440	2091537782	2091552973	2091561447	2091572271	2091633545	2091649136	2091665083	2091662655	2091672988	2091691224	2091693195	2091710211	2091718589	2091723597	2091731646	2091737367	2091755605	2091757384	2091760959	2402457745
Correctable Codewords	2120321107	10	8	9	5	14	14	9	10	9	8	7	11	7	11	8	11	2	7	11	7	10	6	8	13	12	8	2	10	2	7	2120321107
Uncorrectable Codewords	66	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	66

Firewall logs for last week.

FW.IPv6 FORWARD drop , 82 Attempts, 2020/9/13 23:12:17	Firewall Blocked
FW.IPv6 INPUT drop , 1161 Attempts, 2020/9/13 23:12:17	Firewall Blocked
FW.IPv6 INPUT drop , 5302 Attempts, 2020/9/13 17:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 305 Attempts, 2020/9/13 17:58:01	Firewall Blocked
FW.WANATTACK DROP , 130 Attempts, 2020/9/13 10:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 588 Attempts, 2020/9/12 17:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 5412 Attempts, 2020/9/12 17:58:01	Firewall Blocked
FW.WANATTACK DROP , 1 Attempts, 2020/9/12 15:58:01	Firewall Blocked
FW.WANATTACK DROP , 9 Attempts, 2020/9/11 17:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 276 Attempts, 2020/9/11 17:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 2106 Attempts, 2020/9/11 17:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 7831 Attempts, 2020/9/10 17:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 479 Attempts, 2020/9/10 17:58:01	Firewall Blocked
FW.WANATTACK DROP , 4 Attempts, 2020/9/10 02:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 8331 Attempts, 2020/9/09 17:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 332 Attempts, 2020/9/09 17:58:01	Firewall Blocked
FW.WANATTACK DROP , 13 Attempts, 2020/9/09 12:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 7592 Attempts, 2020/9/08 17:58:01	Firewall Blocked
FW.IPv6 FORWARD drop , 539 Attempts, 2020/9/08 17:58:01	Firewall Blocked
FW.IPv6 INPUT drop , 6458 Attempts, 2020/9/07 17:58:01	Firewall Blocked

Itai_H · ‎09-21-2020

I called Comcast and they sent a tech out.

Turned out a squirrel had chewed on the cable up near the pole. He replaced the line and I'm happy to report my issues seem to be resolved (it's been about 5 days).