Terrible Packet Loss (Contacted Phone and Chat Support with no resolution)

[venomx99]

The subject says it all. I've been experiencing bad packet loss for a couple of weeks now. I've contacted phone and chat support, went through all the troubleshooting steps. They sent a tech out to check everything and in his testing everything was fine. Granted, he didn't test for packet loss so...

Now for the kicker, my neighbor is also having the same issue and they've gone through all the steps. They actually went a step further and paid for Comcast to come out and redo all their lines because that was going to fix the issue according to support. Well, it didn't.

So I'm posting here in hopes that someone from Comcast can escalate this issue and get it fixed.

I'm including a screenshot showing my packet lost during a 10 minute period. You'll see that the packet loss starts at the second hop so the issue is not my network. Not to mention that my neighbor is having the same issue.

 

[BruceW]

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@venomx99 wrote: ... the packet loss starts at the second hop so the issue is not my network. ... 

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Packet loss that begins at the first Comcast IP and carries through to the target most likely means there is a network connection problem, often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your modem or gateway's model number and signal information, especially downstream power levels and SNR, upstream power levels, and error log.

If you can't find the problem you'll have to lean on Comcast until they identify the cause and correct it.

[venomx99]

Thanks for the quick response @BruceW . 

I have a single cable that comes from the Comcast box to my modem. I also made a new cable to test if my original cable was bad. My neighbors paid to have Comcast come out and replace all of their lines and they are still having the same issue. 

The problem I'm having, which is why I decided to post here, is I can't get Comcast to acknowledge they have an issue. 

Here is the info from my modem. It's an Arris SB6190.

 

[BruceW]

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@venomx99 wrote: Here is the info from my modem. It's an Arris SB6190. 

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The image you posted isn't visible. It looks like this:

It's probably because the image requires moderator approval. That might take some time, from a few hours to a day or so. Alternatively, you could upload the image to a file sharing site and post a link to it here, or post text instead of an image.

Curiously, the image in your first post, which was visible a few minutes ago, is now this same "placeholder" image.

[venomx99]

Very odd. Here are links to the images. 

https://1drv.ms/u/s!Ai-OBwIk1ibjxkT8D_S0cGhmM_ec?e=xXgbvV 

https://1drv.ms/u/s!Ai-OBwIk1ibjxkWO2Knv53ZmHgVp?e=jajv2t 

[BruceW]

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@venomx99 wrote: Very odd. Here are links to the images. ...

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Got'em, thanks. The power levels and SNR the modem is reporting look OK.

Could you post the modem error log as well?

[venomx99]

Here are the logs

https://1drv.ms/u/s!Ai-OBwIk1ibjxkaBDWI6p8U2qzid?e=fckD8e 

[BruceW]

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@venomx99 wrote: Here are the logs ...

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And the entries are pretty ugly, suggesting that, despite the modem reporting good signal quality, there is, as your PingPlotter image suggests, a communication problem between the modem and Comcast. Or perhaps, at Comcast. Unfortunately the log entries don't tell us where the cause of the problem lies.

Could you try to grab your modem's signals page while a service interruption is happening? The stats may or may not be available to you then.

If it was me I'd get the premise techs back out, show those log entries to them, and try to get them to correct what is clearly a problem, whether they want to admit it or not.

They might try to beg off with the excuse that somehow your retail modem is the problem. Again, if it was me, I'd "head 'em off at the pass" by renting one of their devices for a week or so to compare that device's behavior with your SB6190.

[venomx99]

Thanks @BruceW 

I'll do my best to try and convince them.