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Significant Packet Loss at Hops 2 and 4 (Connection stability issues
Hey there!
Rather than go way too deep on this, I'll keep it brief.
I've been experiencing significant issues with signal continuity and strength ever since I purchased gigabit through xfinity.
To narrow down where the packet loss has been initiated from, I now regularly run signal trace programs to determine the generation point, and I regularly have the packet loss land at Hops 2 and 4, which logic would tell you are the local data centers.
Does anyone have any experience with getting Comcast to address this issue?
For posterity's sake, My hardware (purchased about 3 months ago if I had to guess) :
Arris SB8200 Modem, Current Firmware - https://www.amazon.com/ARRIS-SURFboard-Approved-SB8200-Frustration/dp/B07DY16W2Z/ref=sr_1_1?keywords=Sb8200&qid=1573006156&sr=8-1
ASUS AC3100, Current Firmware - https://www.amazon.com/Dual-Band-supporting-AiProtection-Accelerator-RT-AC88U/dp/B016EWKQAQ/ref=sr_1_1?keywords=ASUS+ac88u&qid=1573006346&sr=8-1
Also, here is a log of my 10 (if I counted right) most recent Modem events:
| Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;" | ||||
| 10/31/2019 12:21 | 67061600 | 6 | "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;" | |
| 01/01/1970 00:00 | 2436694066 | 6 | "Honoring MDD; IP provisioning mode = IPv6" | |
| 01/01/1970 00:00 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;" | |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REDACTED];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" | |
| 01/01/1970 00:01 | 68001101 | 3 | "TFTP Request Retries exceeded, CM unable to register " | |
| 01/01/1970 00:01 | 68000500 | 3 | "TFTP failed - Request sent - No Response;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;" | |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REDACTED];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" | |
| 01/01/1970 00:00 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;" | |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REDACTED];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" | |
| 09/23/2019 15:32 | 82000100 | 3 | "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;" | |
| 09/23/2019 15:32 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;" |
Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
I also notice that most of these type of forum questions involve someone asking about power levels.
We had a technician come over not too long ago and he said he noticed the power levels were low, and said he increased them.
Here they are at current:
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Cdelaet1
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11 Messages
5 years ago
If you can figure this out and you're in the Atlanta Area, I will personally arrange for donuts to be delivered to your location at a time and place of your choosing.
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EG
Expert
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103.5K Messages
5 years ago
Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, 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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Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
I'll probably just copy the text when I get back home. Easy Peasy. lol
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Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
Current Status on Modem:
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EG
Expert
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103.5K Messages
5 years ago
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Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
Sure thing, EG.
I'll get the Upstream channels when I get home, but the event log info is part of that first post.
I appreciate you taking a look at this.
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EG
Expert
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103.5K Messages
5 years ago
Yes I understand, but as I wrote, I would like to see "the latest" entries and if they are accumulating.
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Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
There is the upstream channels and.....
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Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
Most recent logs:
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EG
Expert
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103.5K Messages
5 years ago
The signal stats are o/k but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
@EG any throughts now that I got the additional info to you?
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Xfinity_Support
Official Employee
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1K Messages
5 years ago
Greetings, Cdelaet1! We appreciate you taking the time to reach out to us here on the forums. We hope you are having an amazing day. We apologize to hear of the issues you are running into with your internet connection. That's certainly frustrating. As EG has pointed out, there are a few more things we would need to take a deep dive into on your connection. Can you please send us a PM with your first and last name so we may further assist you?
To send a private message, please click the name "Comcast_Support" then select "Send a Message" on the right side.
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Cdelaet1
Frequent Visitor
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11 Messages
5 years ago
@Comcast_Support
I just sent my name and contact information to you one more time, have you received it?
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Xfinity_Support
Official Employee
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1K Messages
5 years ago
We did get your messages, thanks. Working on this now.
Ken
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