Seeing packet loss regularly

[JMH_]

Hello,

I've been experiencing regular packet loss for the past week.  Typically seeing ~10% loss, but seen up to 60%.

This all began after my neighborhood had an 18hour internet outage.  Prior to that outage, I had no issues.

My troubleshooting so far has been:

• Hours on the phone + chat support with agents.   Plenty of modem power cycles, reboots, and "signals". 
• Directly connecting computer to modem (removing wireless router from equation.)

My test is to traceroute google.com.  With that I find the first connection is to a 96.120.4.113.  If I ping that IP, I see 

--- 96.120.4.113 ping statistics ---
131 packets transmitted, 116 packets received, 11.5% packet loss
round-trip min/avg/max/stddev = 9.640/14.861/45.132/5.694 ms

Does anyone have any suggestions on how to further troubleshoot this?  

Thanks

[EG]

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 with a WiFi connection ?

[JMH_]

Downstream

Downstream	Bonding Channel Value
Channel ID	25	26	27	28
Frequency	627000000 Hz	633000000 Hz	639000000 Hz	645000000 Hz
Signal to Noise Ratio	35 dB	35 dB	36 dB	36 dB
Downstream Modulation	QAM256	QAM256	QAM256	QAM256
Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading	-8 dBmV	-8 dBmV	-8 dBmV	-7 dBmV

Upstream

Upstream	Bonding Channel Value
Channel ID	1	4	3	2
Frequency	35600000 Hz	16400000 Hz	22800000 Hz	29200000 Hz
Ranging Service ID	13949	13949	13949	13949
Symbol Rate	5.120 Msym/sec	5.120 Msym/sec	5.120 Msym/sec	5.120 Msym/sec
Power Level	47 dBmV	45 dBmV	46 dBmV	48 dBmV
Upstream Modulation	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [1] 32QAM [3] 64QAM
Ranging Status	Success	Success	Success	Success

Signal Status

Signal Status (Codewords)	Bonding Channel Value
Channel ID	25	26	27	28
Total Unerrored Codewords	484497309	481561350	481560755	481560923
Total Correctable Codewords	192	139	125	120
Total Uncorrectable Codewords	729	727	1457	1436

 Model Name: SB6121
Vendor Name: ARRIS Group, Inc.

[JMH_]

I also just saw in the modem logs from 1 minute ago
Jul 16 2020 16:01:54 3-Critical R02.0 No Ranging Response received - T3 time-out;

[EG]

You didn't answer the questions.. This may not be the direct cause of the problem but it should be addressed regardless.

The downstream power is on the low / weak side and it may be intermittently fluctuating even lower to out of spec levels. 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.

Good luck !