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Unusually high packetloss & techs has said everything is fine multiple times please help and advice

Regular Visitor

Unusually high packetloss & techs has said everything is fine multiple times please help and advice

So my packet loss has been insane using a third party app, it saying i have 50% loss most of the time but does these stats seems normal? If not anyone have advice? Also have a netgear cm1000 Also some errors if it might help 

 

2019-10-01, 15:49:14 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2019-09-30, 11:49:11 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2019-09-30, 11:49:08 Critical (3) No Ranging Response received - T3 time-out;
2019-09-30, 11:48:50 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-09-30, 11:48:44 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-09-27, 23:47:01 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2019-08-21, 18:13:50 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-08-21, 14:23:29 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-08-21, 14:22:52 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-08-21, 14:22:52 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-08-21, 14:22:36 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-08-21, 14:22:36 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-08-21, 14:22:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-08-21, 14:22:17 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-08-21, 14:20:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-08-21, 14:20:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-08-21, 14:20:07 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
2019-08-11, 12:22:48 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;
2019-08-11, 12:22:48 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2019-08-11, 12:22:47 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2019-08-11, 12:22:46 Critical (3) No Ranging Response received - T3 time-out;
2019-08-11, 12:22:45 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2019-08-11, 12:22:44 Critical (3) No Ranging Response received - T3 time-out;
2019-08-11, 12:22:44 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2019-08-11, 12:22:44 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;
2019-08-11, 12:22:44 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2019-08-11, 12:21:13 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2019-08-08, 16:02:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-08-08, 16:02:01 Critical (3) No Ranging Response received - T3 time-out;
2019-08-08, 16:02:00 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-08-08, 16:01:46 Critical (3) No Ranging Response received - T3 time-out;

 

 

Acquire Downstream Channel 609000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 28 609000000 Hz 0.9 dBmV 41.4 dB 1792921076 321 378
2 Locked QAM256 1 405000000 Hz 2.9 dBmV 42.9 dB 1792819401 1420 1320
3 Locked QAM256 2 411000000 Hz 2.9 dBmV 42.7 dB 1792822424 1351 1633
4 Locked QAM256 3 417000000 Hz 3.0 dBmV 42.7 dB 1792820191 1218 1357
5 Locked QAM256 4 423000000 Hz 2.9 dBmV 42.5 dB 1792681725 1420 617
6 Locked QAM256 5 453000000 Hz 2.8 dBmV 42.4 dB 1792830980 1069 1583
7 Locked QAM256 6 459000000 Hz 2.7 dBmV 42.4 dB 1792832757 1231 1731
8 Locked QAM256 7 465000000 Hz 2.7 dBmV 42.3 dB 1792834722 1116 1519
9 Locked QAM256 8 471000000 Hz 2.6 dBmV 42.0 dB 1792898162 1009 1154
10 Locked QAM256 9 477000000 Hz 2.6 dBmV 42.1 dB 1792903194 1052 1724
11 Locked QAM256 10 483000000 Hz 2.3 dBmV 41.9 dB 1792903609 974 1505
12 Locked QAM256 11 489000000 Hz 2.2 dBmV 41.8 dB 1792906793 848 1090
13 Locked QAM256 12 495000000 Hz 2.1 dBmV 41.8 dB 1792911634 1034 1506
14 Locked QAM256 13 519000000 Hz 1.8 dBmV 41.7 dB 1792916391 718 1086
15 Locked QAM256 14 525000000 Hz 1.7 dBmV 41.8 dB 1792917256 735 1040
16 Locked QAM256 15 531000000 Hz 1.5 dBmV 41.7 dB 1792921838 866 1612
17 Locked QAM256 16 537000000 Hz 1.5 dBmV 41.6 dB 1793167675 663 1009
18 Locked QAM256 17 543000000 Hz 1.4 dBmV 41.5 dB 1793168194 730 965
19 Locked QAM256 18 549000000 Hz 1.3 dBmV 41.6 dB 1793173975 763 1440
20 Locked QAM256 19 555000000 Hz 1.1 dBmV 41.5 dB 1793176257 636 1113
21 Locked QAM256 20 561000000 Hz 1.2 dBmV 41.6 dB 1793177326 684 1298
22 Locked QAM256 21 567000000 Hz 1.0 dBmV 41.5 dB 1793180960 676 1182
23 Locked QAM256 22 573000000 Hz 1.0 dBmV 41.6 dB 1793186946 738 1582
24 Locked QAM256 23 579000000 Hz 0.9 dBmV 41.5 dB 1793188830 754 1546
25 Locked QAM256 24 585000000 Hz 0.8 dBmV 41.4 dB 1793192158 680 1141
26 Locked QAM256 25 591000000 Hz 0.9 dBmV 41.4 dB 1793195251 665 1028
27 Locked QAM256 26 597000000 Hz 1.0 dBmV 41.4 dB 1793200693 703 1466
28 Locked QAM256 27 603000000 Hz 1.0 dBmV 41.3 dB 1793202728 517 881
29 Locked QAM256 29 615000000 Hz 1.0 dBmV 41.2 dB 1793204811 457 1070
30 Locked QAM256 30 621000000 Hz 1.2 dBmV 41.4 dB 1793202848 556 1066
31 Locked QAM256 31 627000000 Hz 1.0 dBmV 41.3 dB 1793202209 562 1146
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 17300000 Hz 41.3 dBmV
2 Locked ATDMA 2 23700000 Hz 41.8 dBmV
3 Locked ATDMA 3 30100000 Hz 43.3 dBmV
4 Locked ATDMA 4 36500000 Hz 44.3 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0 33 690000000 Hz 0.7 dBmV 35.3 dB 1108 ~ 2987 2973382341 375874693 0
2 Not Locked 0 0 0 Hz -2.2 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

 

Expert

Re: Unusually high packetloss & techs has said everything is fine multiple times please help and

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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Regular Visitor

Re: Unusually high packetloss & techs has said everything is fine multiple times please help and

Thank you! ive had multiple issues with connection and have had 3 techs, all goes within the house and says nothing wrong and then it just keeps happening, all the while blaming my tech at first for causing issues and usually they never go outside the house only never farther. And ive shown the techs the error logs and the people i call at comcast read off the errors they comment nothing, and the techs says they all mumble jumble and finally i have had this issue so i thought posting online might offer better results.

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Regular Visitor

Re: Unusually high packetloss & techs has said everything is fine multiple times please help and

also the packet loss test ive had going for over 1000 count has stayed at 49.7% packet loss so it has stablizied at just under 50% packet loss

Official Employee

Unusually high packetloss

Hello, XxRWBYxX. Welcome to the Xfinity Forums!

We appreciate you taking the time to reach out to us here for help with the high packet loss you have been experiencing. I would love to take a closer look into this so we can pinpoint the cause and improve your overall connection. Please send me a private message with your first and last name so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Regular Visitor

Re: Unusually high packetloss

@ComcastTambrey  i private messaged you