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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | 3 Years of Upload Dropping - Severe Packet Loss OK...
Before you read anything, check out this Line Quality Test:
»/linequality/nil/2406845
You'll have to pardon my ranting, but this has been a problem for a LONG time. If Verizon had run copper in my neighborhood, or if/when they ever run FiOS, I have decided long ago, that I will be jumping ship from Comcast, because of the horrific experience I have had with them. But unfortunately, my only current broadband option is Comcast. (Cost for Satellite or WISP is prohibitive, although I have considered it.)
To Recap The Issues:
1- I have had to cancel my 3rd party VoIP account, because my upload signal regularly dumps.
2- Online gaming is virtually impossible, because although my down-pipe is fine, when I lose the upload, I lose all ability to act within the game environment, regardless of what game it is.
3- I had to cancel Comcast Digital Cable (TV) because of this upload issue. If I tried to order On-Demand events, the system would freeze, because I couldn't SEND information through the system. Regularly couldn't change channels. This is simple stuff.
4- I host a personal/non-business related website. I regularly cannot upload information.
5- I cannot use services such as Skype, Ventrilo or Teamspeak, because my upload drops out.
6- Chat programs like Trillian, Yahoo IM, MSN Messenger, AIM are spotty, because I can receive messages, but very often cannot send.
7- E-mail is a hassle, because sending can be spotty.
It all started when I moved to this townhouse. (2005) The development is brand new, all the lines and hardware are brand new. Within the first month I noticed that my upload pipe was, shall we say, "unreliable"... It's not that it wasn't fast enough to satisfy my needs... It's that it would on certain intervals, drop to ZERO, take a few minutes, cycle, and come back. It took 3 tech vists just to convince them that the problem wasn't any of my network hardware, and they finally told me "the upload signal at the box (at the corner of the street) was so low they almost couldn't measure it."
They then dug up and replaced the main line that ties all of the units in my building to the service main. I can say, they did NOT bury it deep enough, because I can SEE it in my front yard. They also, and I quote from another tech "used a gauge wire they only normally use when they have to run very long distances, which is odd, since they are only running about 120 feet."
I gave up complaining about this problem about a year ago, after a Supervisor Tech came out and told me it was a quality of service issue, and that my best bet was to try Verizon. The result of his visit was as follows:
I explained the whole deal to him, and he headed outside. About 15 or 20 minutes later he came back in the house to tell me:
1 - the problem is 100% outside.
2 - the problem is somewhere past the cable box on the corner.
3 - he said "the upstream is WAY too high" (remember, i am spitting back what he said, i have zip idea what that means.)
4 - he said "the power rating has noise/distortion, and does not maintin a constant signal. even if it were a weak signal, it should remain a constant weak signal. something is wrong, if it's all over the place like this." (remember, i am spitting back what he said, i have zip idea what that means.)
5 - he left his ticket open, and put in a, SRO for a Line Crew to come out, because the problem definately exists somewhere behind the box.. whether it's up a pole or undergound, he obviously couldn't say.
6 - he said the wiring at my house was done by a blind person, and he re-worked it, although that wasn't going to FIX the problem, but should help with performance once the problem is fixed. (he said that someone was using a 3-way splitter as a junction and left the other 2 ports open, so he replaced it with a "barrel"..)
NOW... in 3 years, I have had probably 15-20 service calls, two SRO's for Line Crews.... and as I am typing this, I have my second tech in less than a week scheduled to come out, as well as another SRO for a Line Crew.
It's interesting, but I am not the only person in my neighborhood who has this problem. I live in a townhouse community, and if you drive through the development, you will see a total of 3 satellite dishes on the buildings. In probably over 100 units. MY building is the only thing that feeds off of the line on my side of the street, and EVERY SINGLE UNIT in my building (10 units) has a satellite dish on it, because we all have the same problem. I am apparently the only one who complains about it.
Here's an old post here on BBR when I was pursuing the problem, and as fed up, as I am now:
»Comcast passing the buck to the customer for bad service?
If anyone has any suggestions, I am ALL EARS!
Thanks, and sorry for being ranty and long-winded.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by plat2on1  :i hope you haven't been paying for that type of service for the past 3 years About a year, maybe year and a half ago, I was the complaining customer from hell. They would credit bills when I would complain, for $20-$30 here and there. But still nothing would actually RESOLVE the problem.
I don't have a problem paying for service. I just want to receive the service I am paying for. | |
| | | 
Quaoar
join:2004-08-11
Fort Collins, CO | Re: 3 Years of Upload Dropping - Severe Packet Loss For completeness, can you post your modem type and signal levels?
Q | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | Re: 3 Years of Upload Dropping - Severe Packet Loss said by Quaoar :For completeness, can you post your modem type and signal levels? I will post that information this evening when I get home from work. The last tech who came out, wrote all the signal levels on the work ticket, although I will not pretend to know what they mean.
All I know, is that the last tech, circled a bunch of numbers in the signal tests he did, and said they were "out of whack." But like I said, this is outside of my area of expertise, so I'm at their mercy as to what that exactly means.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
| | | |
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| said by Quaoar :For completeness, can you post your modem type and signal levels? Here is what I've got on the work ticket:
Trap - 12.9/0.6/17.7/15.1 ---the 0.6 is circled
(12-23) (33-44)
HBO - 13.5/6.7/18.5/15.6 -- that second number could be a "6" or a"0" not totally legible but that number is circled
After Trap Rpl - 11.4/2.1/16.3/15.1 - again the second number (2.1) is circled
At the bottom of the page on the right is a box and columns (printed on the page) with this info
Channel: 112 2/4 High Quam Low Quam
TAP LEVELS 19.6 13.6 17.1 8.1
G/B LEVELS 13.7 11.5 10.6 0.3 The LOW QUAM numbers are both circled and highlighted and flagged as problems.
S/N 34/34
Return db POWER LEVEL 39.84 / 38.84 / 36.84 | |
| | AquaSport
California - Sun, Surf, Traffic Jams
join:2007-05-03
California
 ·Comcast
| usually, you have to call these guys 5 times:
first TWO to get them out to your residence (to look at the problem)
#3 for repairs
#4 for follow up
#5 possibly for more repairs
...... I had to use them a few months ago to get my cable fixed - I had the same upload issue, as well as extremely snowy cable tv picture/on demand/digital cable service disconnects.
they are very good with repairs, you just have to call them often to make sure they are doing what they say.
--
Out with the old, in with the Antique! 
***********
"Hey, have you heard the song... 'Bomb Iran?' *bomb, bomb, bomb, bomb, bomb, Ir...* n - never mind..." - John McCain | |
| | |
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss five times???
excuse me while i laugh..... hehe
i have spent more time talking to Comcast reps... than i believe i have spent talking with my WIFE.
at least when she says she's going to do something, i can trust her.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
| | | | 
funchords
Hello
Premium,MVM
join:2001-03-11
Washington, DC
 ·Verizon Online DSL
 ·Skype
| Re: 3 Years of Upload Dropping - Severe Packet Loss They should have told you what to expect next.
In my case, and this happened on 3 different occasions, they told me to expect the upstream work to take X time and that I would not be notified when it was done. I never liked that answer, because I always felt like I was being "shined on." But on all three occasions, the upstream work was done on time and the results were noticeable.
In two cases, they had to do work upstream from the curb. It seems like this took 2-3 or 2-5 days. In the third case, they replaced a line from the curbside container across the street to the side of my house. That took 2 weeks and required line locating services to come out and paint up the area before they dug.
If I were you, even though you have every right to assume that the work hasn't been done, knowing how they've worked for me I'd run another test and see whether they may have fixed it and simply not informed you that they had.
--
Robb Topolski -= funchords.com =- Hillsboro, Oregon
More fun, more features, Join BroadbandReports.com, it's free...
| |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss well... i don't know if they are done yet or not, but... i am still having the problem.
so... i guess i have to just sit and wait.
called support today, and they said that a line crew was out on July 23rd (which is actually BEFORE the request for the monitor was submitted) and that while there is nothing in the system about WHAT they did... it's noted as a "Complete FIx"...... which is not true...
problem still exists...
i guess i have to start all over again with support... since they think it's fixed. | |
| | | | | | plat2on1
join:2002-08-21
Hopewell Junction, NY
clubs: | Re: 3 Years of Upload Dropping - Severe Packet Loss is that executive support you called or the 1-800 number? is your executive support ticket still open? I'm under the impression only the customer can close those. | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by Email To Comcast Executive Support - 8-4-08 :Gentlemen, » 3 Years of Upload Dropping - Severe Packet LossPlease read Page 3 of 3 in that forum thread. I don't have the time nor the patience to regurgitate the information in there, so please read it, and someone please give me an update as to what is currently going on. Thanks, Albie Emailed to my two Exec. Support Contacts. Time will tell.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss Email Chain - Myself:Comcast :Thanks for the reply. I will look forward to hearing from someone soon regarding the status. Gerth, William wrote: Sorry I have not been in the office until today. I just sent this to the manager over in your local market. Will have someone contact you shortly. Thank you, William Gerth Comcast Corporate Office Comcast Customer Connect One Comcast Center 1701 JFK Blvd. Philadelphia, PA 19103 -----Original Message----- From: Albie Day [mailto:aday81@gmail.com] Sent: Tuesday, August 05, 2008 10:22 AM To: Gerth, William; Chandler, Maurice Cc: Jason Pasco Subject: Re: Packet Loss Issue ????? Albie Day wrote: Gentlemen, » 3 Years of Upload Dropping - Severe Packet LossPlease read Page 3 of 3 in that forum thread. I don't have the time nor the patience to regurgitate the information in there, so please read it, and someone please give me an update as to what is currently going on. Thanks, Albie
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| SOOOOO...... I forwarded an Email to Comcast, including this thread in it, as well as sending it to The Consumerist.... and I just received a cookie-cutter response from Comcast, to my VERY specific email detailing these issues:
said by "Comcast" :
Dear Albert,
Thank you for contacting us regarding your Comcast High Speed Internet
service.
After reviewing your e-mail and your account, I see that your issues
have not been resolved. At this time I believe it is necessary to send
a technician to your home.
To make this process easier for you, you will need to contact us in our
live chat forum to setup your technician visit. One of our Online
Customer Support Specialist will be happy to assist you with scheduling
a service call. You can visit us at your convenience 24 hours a day, 7
days a week at:
»www.comcastsupport.com/chat
You can also reach us at 1-800-266-2278.
If you are unable to get connected, or stay connected to the internet
you can call our phone support at 1-800-266-2278
To assure the proper tracking of this issue, we have created the
following customer service ticket: XXXXXXXXX (actual ticket removed)
Please refer to this number should you contact us regarding this same
issue.
Thank you for choosing Comcast. We value your business.
Sincerely,
Christopher
Comcast Customer Care Specialist
Don't you think that they would be able to tell in my account, that I already have an open order for a Tech for TOMORROW, as well as an open order for a Line Crew???!?!?!?
For a COMMUNICATIONS company, they certainly don't communicate within their own corporation well.
$100 says that I get two techs scheduled to come out to my house now.
To be totally honest, at this point, I really don't know exactly what it is that I expect from them. Are they going to FIX my problem after three years off-and-on? I would love for that to happen, but I am not holding my breath. I just want someone to give me a straight answer.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Thought I'd post another Line Quality Test.... this one really takes the cake!!!!!
»/linequality/nil/2407096
Read that and weep.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
| rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
4 edits | the signal levels really are not that bad. not the best but your ground block and tap readings should be workable. looking at the tap and ground block readings ide start looking within the house. go to your modem thru your browser and let us know what that is reporting for signal. 192.168.100.1. how many lines do you have in your house? and most important how many splitters is your modem behind. ide seriously question any cable work done with using splitters as barrels. the guy that wires a new house and not only pieces the cable together but pieces it together with splitters should be shot. pretty sure bet that in a new developement all your neighbors were wired by the same person. if i bought a new house and i found my coax was pieced with splitters. the builder would be back replacing it all. | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | Re: 3 Years of Upload Dropping - Severe Packet Loss Upstream Value
Channel ID 5
Frequency 33200000 Hz
Ranging Service ID 2050
Symbol Rate 5.120 Msym/s
Power Level 41 dBmV
Downstream Value
Frequency 723000000 Hz
Signal to Noise Ratio 37 dB
QAM QAM256
Network Access Control Object ON
Power Level 10 dBmV
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
| | | 
Jimbstars
@emc.com
|  Re: 3 Years of Upload Dropping - Severe Packet Loss
Whoooooooooiiieee! Your downstream power level is WAY too high. I had this same issue a few years ago with a downstream of around +9. The high signal would overdrive the cable modem and it would periodically reset/reboot itself -- naturally causing lots of annoying temporary internet outages ...
Get that sucker down in the -3 dbmv range -- (that is MINUS number .. not positive).
That COULD be done using splitters to reduce it (that's a lotta splitters tho). It really should be fixed at the street. In my case the whole damn street was too high -- had to be adjusted up at the head-end or whatever.
(My current problem is a TOO LOW signal level -17 to -19). They promised THREE street level visits to adjust it -- they have never shown up yet. I don't feel so bad now what with your 20+ visits and no fix!! Yow. | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | Re: 3 Years of Upload Dropping - Severe Packet Loss said by Jimbstars :
In my case the whole damn street was too high -- had to be adjusted up at the head-end or whatever. Sounds like my situation.... you'll notice in my original post above:
said by albie81 :It's interesting, but I am not the only person in my neighborhood who has this problem. I live in a townhouse community, and if you drive through the development, you will see a total of 3 satellite dishes on the buildings. In probably over 100 units. MY building is the only thing that feeds off of the line on my side of the street, and EVERY SINGLE UNIT in my building (10 units) has a satellite dish on it, because we all have the same problem. I am apparently the only one who complains about it. | |
| | | | | rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
4 edits | Re: 3 Years of Upload Dropping - Severe Packet Loss you have to keep in mind you have 0.three at the ground block and 10 at the modem. you have 10 dbs MORE signal at the modem. thats impossible. its like trying to fill 4 55 gallon drums with three quarts of water. just plain not possible unless something is adding signal after it gets to the house. the only other possibility is the modem is wrong or the docsis meter the tech was using is wrong. if thats the case ide put money on the 4 thousand dollar meter before the 50 dollar cable modem. most likely a drop amp somewhere tho. it could be added anywhere in the house. | |
| | | | | |
CT3
@comcast.net
| Re: 3 Years of Upload Dropping - Severe Packet Loss Uhh no, chan 112 should be his downstream hsi carrier according to the freq listed on his modem diagnostic..
so signal is 19.6 at tap, 13.7 at ground block, and 10 at modem. He indicates he is having a return problem and the paperwork indicates problem with low quam, which supports his theory since his upstream freq is 33Mhz, except that if its *return* you do not read it as downstream signal [you read the power level required to reach the head end which his readings look fine, so.... no telling. | |
| | | | 
EG
Ho Ho Ho
Premium
join:2006-11-18
Union, NJ
| said by Jimbstars :
Albie ....
Whoooooooooiiieee! Your downstream power level is WAY too high. I wouldn't exactly call that "WAY too high"... I'd say it's borderline high, and that some modems are more tolerant of out of spec power levels than are others.
At one time my downstream power level was at +21dB for more than a year with my Moto SB5100 modem, and it never once hiccupped.. | |
| | | | |
jimbstars
@emc.com
| Re: 3 Years of Upload Dropping - Severe Packet Loss EG,
Yes you could be right. I still have a SB2100 modem -- could be that one is more sensitive to high signal level perhaps??
Albie's problem with downloading test just stalling in mid-stream sure sounds familiar vis a vis my old problem. In my case you could see the modem lights wink out and restart etc.
Albie, what did the tech's say about possible too high signal level?? Anything?? Then again I imagine they are trained that a high signal is a good signal -- no matter how high it might be.
On my low sign problem I had my neighbor across the street run the signal webpage on her modem and it showed up as -5 dbmv. I was jealous of her good signal level.... | |
| | | | | |
EG
Ho Ho Ho
Premium
join:2006-11-18
Union, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by jimbstars :
Then again I imagine they are trained that a high signal is a good signal -- no matter how high it might be.
I don't believe that is correct..
On my low sign problem I had my neighbor across the street run the signal webpage on her modem and it showed up as -5 dbmv. I was jealous of her good signal level....
I'd rather see it at +5dB to consider it as good, but that's just me.
-5dB is weaker but still in spec. I like stronger as the lesser of 2 evils.
Zero is ideal.
| |
| rody_44
Premium
join:2004-02-20
Quakertown, PA
1 edit | it looks like someone installed a drop amp somewhere in your house. it also looks like its doing more harm than good. ide remove it. | |
| rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
1 edit | it looks like your levels go 8.1 at the tap to 0.6 at the ground block to 10 at your modem. your picking up 10 from the ground block to your modem after the splits. has anyone actually discussed replacing the inside line or is that out of the question? | |
| |
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by rody_44 : it looks like someone installed a drop amp somewhere in your house. it also looks like its doing more harm than good. ide remove it. what's a drop amp? and as far as someone adding one... I've had this problem since I moved in, so whatever it is, would have to have been installed during construction.
said by rody_44 :it looks like your levels go 8.1 at the tap to 0.6 at the ground block to 10 at your modem. your picking up 10 from the ground block to your modem after the splits. has anyone actually discussed replacing the inside line or is that out of the question? one of the techs who came out a long time ago, suggested replacing the inside line. But then, before he did that, he went and tested something at the "box on the corner" and came back to the house and said the problem wasn't in the house, but out at the street.
like I have said several times before... I don't understand any of this, and I am simply spitting back what I've been told. So, if I sound like an idiot, it's because on this subject... I am one.
thanks for the feedback, it's much appreciated.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| I forwarded this thread, along with a brief explanation to "Comcastcares" on Twitter...
Within 30 minutes I received a return email from a real person, who is promising to help me.
We will see. I hope I can see some sort of resolution soon.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| OK..
Last night around 8:15pm a tech and his supervisor came out to investigate the problem.
They spent about 20 minutes outside, and told me "they were seeing a strange signal to noise ratio"...
Then they came inside, and started testing cable outlets within the house. And although they didn't TELL me, I believe they were seeing the same problem, and the supervisor mentioned to me that he thought maybe there was a problem with their meter, and that he would have to send someone else back out to verify.
The tech's supervisor, was focused on the fact that it is my Dish Network that is causing the problem... he wouldn't listen to me when I told him "I got Dish Network BECAUSE of this problem. The problem existed long before I had Dish Network installed."
They spent the most time pulling all the cable outlets in the house and checking connectors and re-snugging all the connections. Who knows.... maybe a bad cable connection someone could be causing the problem, can't fault them for trying to cover all the angles.
As they were wrapping up to leave, the tech's supervisor had me crank up a computer and run a few internet speed tests. As I expected, the tests showed that I get technically HIGH speeds, but halfway through most tests we ran, they would stall out. So, I showed the tech's supervisor the line quality tests in my history here, and we ran two new line quality tests while he was standing behind me.
Test 1: »/linequality/nil/2407480 - East Coast didn't finish last hop - West @ 34% loss
Test 2: »/linequality/nil/2407489 - 35% - 50% Packet Loss
The tech's supervisor looked at the results of these two tests and said "I'm not familiar with this sort of test. I have only looked at speed tests."
So....
As it stands right now, I am waiting for another tech to come and verify the signal levels with another meter.
The levels on the work ticket from last night are:
Channel ----- 112 --- 2/4 --- High Quam --- Low Quam
Tap Levels --- 21 ---- 12 ----- 21 ----------- 12
G/B Levels -------------no levels listed------
TV Levels ---- 8 ----- 11 ----- 9 ------------- 3
S/N: 33
Return db Power Level: 36
They also told me last night, that sometime between July 10th, and yesterday (July 15th) a Line Crew DID come out, and replaced/fixed SOMETHING, although did not know what it was or when.
If that is the case, the problem still is not fixed.
Here is a Line Test from this morning: »/linequality/nil/2407634 - 12% - 45% Packet Loss
Even as I am typing this, my connection is flaking out.
*sigh*...
We'll see what happens. I contacted Comcast Corp. Customer Relations yesterday, and received two emails and a phone call within 4 hours of contacting them, since I directed them directly to this thread. I also contacted ComcastCares on Twitter, which has been going back and forth in emails, as well as forwarding the whole experience to The Consumerist.
I have said many times to the customer service people... that I understand that at times there are PROBLEMS. I totally understand that. Nothing works perfectly all the time. My biggest problem, is that for years I have felt like I have been getting brushed off by techs, phone support & billing support. No one will listen to what I have to say. I know I don't understand the technical workings of this... but I am an intelligent person, and common sense tells me.... "If I look at these 8 to 10 residences, all in a row, all feeding from the same cable box, and they ALL have Satellite for television, while virtually NONE of the other residences in the area have satellite... does that mean there's a problem with MY modem?" Probably not. I can't believe I had to keep explaining last night that the problem existed LONG before I had Dish Network installed. Just LISTEN to what I have to say.
And for the love of god... don't stand there and run a speed test, and totally ignore the massive line quality degradation I am experiencing.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Got me to thinking... and I read another recent thread here where someone was talking about modem signal levels, and that directed me to the FAQs regarding this issue, so I decided to compare my modem levels, to the recommended levels.
They are as follows:
Downstream
Power Level: +10dBmV (Modem) vs. -10 to +10 Recommended
Looks like I am at the upper end of what is Recommended, but still within "Acceptable" limits.
Signal to Noise Ratio QAM256: 37 dB (Modem) vs. At least 33 or higher Recommended
Once again, this appears to be in the acceptable range.
Upstream
Power Level: +41 dBmV (Modem) vs. +35 to +52 Recommended
This also looks like it's right in the middle of what is the recommended ranges.
As I read that, all the Modem levels are within reasonable limits.
Am I correct about that???
I am so confused now.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
| |
funchords
Hello
Premium,MVM
join:2001-03-11
Washington, DC
·Verizon Online DSL
·Skype
| Re: 3 Years of Upload Dropping - Severe Packet Loss Please try the following two commands and note the "(x% loss)" statistic from each:
ping -t 10 www.comcast.net
ping -l 1460 -t 10 www.comcast.net
Each should take about 10 seconds to complete. Both test should return 0% loss.
If the second test shows a lot more loss than the first test, that means that larger packets are either getting clobbered or corrupted. Since it even affected your set-top box, this has to be a problem upstream from your cable-modem (but may still involve an amp or leak on your property).
If they saw it on the curb (which I think you said they seemed to see it at one time at the curb), then it would be upstream of your property.
--
Robb Topolski -= funchords.com =- Hillsboro, Oregon
Comcast: We never did anything wrong, and we'll never do it again...
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|
albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | why does this happen?
C:\>ping -l 45332 -t www.comcast.net
Pinging a1526.g.akamai.net [204.2.196.98] with 45332 bytes of data:
Reply from 204.2.196.98: bytes=45332 time=316ms TTL=57
Reply from 204.2.196.98: bytes=45332 time=301ms TTL=57
Reply from 204.2.196.98: bytes=45332 time=309ms TTL=57
Ping statistics for 204.2.196.98:
Packets: Sent = 3, Received = 3, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 301ms, Maximum = 316ms, Average = 308ms
and then... i ping again, with ONE more byte of data....
C:\>ping -l 45333 -t www.comcast.net
Pinging a1526.g.akamai.net [204.2.199.64] with 45333 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 204.2.199.64:
Packets: Sent = 5, Received = 0, Lost = 5 (100% loss),
I can't ping anything higher than 45332 bytes of data. anything less, and i have no loss, anything higher and it's 100% loss. is there something I don't know about there? I thought the limit for pinging was in the 65k's.......
any tests I get this morning, aren't going to be significant anyway... because my connection seems OK this morning... I will try later... my problem at times is sporadic.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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See 7 replies to this post | |
dailu
Premium
join:2003-12-03
Mystic, CT
| Albie 81,
I just have to commend you on your ability to handle all of this and still maintain a sense of decency. Your situation is truly one from hell.
After Comcast inherited a bunch of those old AT&T routers out in Denver, I started seeing 20-30% packet loss from my connection here in CT, while gaming on Seattle Xbox live servers. Gaming is really an interesting way to get a feel for your connection because when it's not right, it's so obvious. I don't mean Latency, because I play regularly with people in Europe so I know what 200-300 ms pings do to games, but packet loss has another feel all together especially if you're playing a shooter game.
At any rate I just wanted to mention that I have a small understanding of what you're going through, but I doubt that I would have been able to deal with it as you have. I hope the best for you. I have friends who work for Comcast, and I know them to be professional in their work ethic, and they're smart as hell too. I don't think any of the local Comcast service guys compare to my buddies out of state, but maybe you'll get a good tech at some point and get sorted out..
Please let the forum know one way or another. I'm very interested to see if Comcast resolves this, and how they resolve it. If Verizon was offering FIOS in your area, it'd be a no brain-er and you could try another service provider, but some area's don't offer much competition.
Best of luck to you. Maybe you'll even be able to start some gaming, and get your VOIP fired up again.
Dailu | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | Re: 3 Years of Upload Dropping - Severe Packet Loss Thanks dailu... i see you can understand my pain...
Ao.....
Another tech came out last night.... and he walked in the door, looked at me and said "So, what's the problem?"
I can't blame HIM, but.... he didn't have the slightest idea WHY he was being sent to my house. So, as much fun as it is to do, I had to explain the whole problem... again.... answer the same 20 questions.... again.... *sigh*
I'm sure he was a good tech, and just didn't get a good explanation as to why he was coming out to my house, for a repeat service call. Although, I don't understand how Comcast expects to diagnose and fix the problem, if they leave it up to me... the not-so-knowledgeable customer, to try to pick up the pieces and bring their own techs up to speed every time someone new gets involved. I really kind of just want anyone from Comcast who even thinks about looking into my issue, to read this thread. It will save me from having to re-explain my issues a hundred different times.
It was interesting though... the tech mentioned that Comcast now offers 16mbps service, and i should think about looking into getting that. I was speechless...... as an aside... I was kind of surprised that the tech didn't know what I was talking about when i mentioned "VoIP." He was confused by that term, so I said "Voice Over IP".... again nothing. I had to explain out "Telephone over Internet" before he said.. "OOOOOhhhhhhhh...."
So needless to say, the problem was not diagnosed, nor resolved last night. Even with everything I just posted above, I can't blame the tech for that, because while he was here, the problem was not really present.
But this morning: (32byte ping - www.comcast.net)
Ping statistics for 8.15.32.24:
Packets: Sent = 177, Received = 140, Lost = 37 (20% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 3985ms, Average = 106ms
Ping statistics for 207.138.82.63:
Packets: Sent = 364, Received = 265, Lost = 99 (27% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 2099ms, Average = 53ms
Ping statistics for 165.254.127.81:
Packets: Sent = 62, Received = 50, Lost = 12 (19% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 3497ms, Average = 104ms
And here is a line test from this morning as well: »/linequality/nil/2408807
Sorry for posting so many tests and pings... but, I'm trying to keep this whole thing as documented as possible right now.
Well, time to call Support again I suppose.
EDIT: Don't know what it means, but I see this in the Logs for my modem:
3-Critical R02.0 No Ranging Response received - T3 time-out
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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mike12806
Premium
join:2007-08-28
Milton, MA
·Comcast
| If he has an amp installed, could it be that the amp is not letting his upstream signals through? I have an amp, but made sure it was "suitable for HSI and digital cable". It would make sense, considering his relatively high downstream power level. I know I've read on here somewhere that amps can and do interfere with HSI and digital cable because they impede the upstream signals..... | |
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CT3
@comcast.net
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by mike12806 :If he has an amp installed, could it be that the amp is not letting his upstream signals through? I have an amp, but made sure it was "suitable for HSI and digital cable". It would make sense, considering his relatively high downstream power level. I know I've read on here somewhere that amps can and do interfere with HSI and digital cable because they impede the upstream signals..... Most amps just allow the signal to pass without active assistance. So it is unlikely [though possible] unless the amp has gone bad. Some amps are bidirectional and amplify the return signal helping the modem in cases where there are too many splitters, or too long of a run of cable to get back to the plant.
albie, take an extension cord, plug the modem in at the cable on the side of the house where it comes in, if it continues to do this, the problem is before your house wiring or the modem itself. If it stops, the problem is after the drop.
recommendation if it continues swap modem, at cable store or force next tech to and try it again or have him try it. | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by CT3 :
albie, take an extension cord, plug the modem in at the cable on the side of the house where it comes in, if it continues to do this, the problem is before your house wiring or the modem itself. If it stops, the problem is after the drop. OK. The next time the problem rears it's very ugly head, I'll take my laptop & modem outside and run direct through the line.
(don't know why I never thought to do that before...)
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Reply from 209.170.118.16: bytes=512 time=23ms TTL=53
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Reply from 209.170.118.16: bytes=512 time=25ms TTL=53
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Reply from 209.170.118.16: bytes=512 time=23ms TTL=53
Ping statistics for 209.170.118.16:
Packets: Sent = 78, Received = 54, Lost = 24 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 2819ms, Average = 102ms
Reply from 8.15.32.24: bytes=512 time=22ms TTL=54
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Reply from 8.15.32.24: bytes=512 time=22ms TTL=54
Reply from 8.15.32.24: bytes=512 time=22ms TTL=54
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Reply from 8.15.32.24: bytes=512 time=23ms TTL=54
Request timed out.
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Ping statistics for 8.15.32.24:
Packets: Sent = 114, Received = 82, Lost = 32 (28% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 713ms, Average = 37ms
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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gar187er
Premium Alcoholic
join:2006-06-24
Dover, DE | i would love to take my 860 plug into the ground block, run my ping test and smile, as i cant imagine this issue being a line problem.... | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by gar187er : i cant imagine this issue being a line problem.... care to expound? | |
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CT3
@comcast.net
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by albie81 :said by gar187er : i cant imagine this issue being a line problem.... care to expound? I believe he is being factitious. | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| Tech's coming out again tomorrow.
Comcast Quality Control contacted me today to ensure that the tech and/or supervisor that comes out is well aware of the problem, so we don't have the same problem I did on Friday with a tech knocking on the door to say "So... what seems to be the problem?"
Will update tomorrow.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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See 9 replies to this post | |
gar187er
Premium Alcoholic
join:2006-06-24
Dover, DE | a drop box!?!?!? ummmmmm
a line monitor is done on the system...no physical device is installed | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| UPDATE:
Email to my Comcast Exec. Support Rep's Yesterday:
OK.
It's been a while since I have contacted Comcast about my problem, but that is mostly because the past few weeks, I have been so busy, I honestly have not been using the computer at home all that much.
BUT... this past week, and weekend, the connectivity was AWFUL. I was trying to upload a 100mb file via FTP to my server, and it was so frustrating that I eventually had to the break the file up into 10mb pieces, because the time it took to upload 100mb in one shot, was too long for my connection to stay solid, and the transfer would start all over again. By the time all was said and done, it took me almost 2 hours to upload 100mb. That is insane.
Furthermore, yesterday I was trying to download an 80mb ZIP file, from a reputable server. The transfer would start up, hovering around 300-400, which is probably a function of the site I was downloading from. (the overall speed here is not the issue anyway, it's the connectivity.) Anyway, this file, the transfer would keep dropping to zero... hang for a few minutes, then shoot back up... then back to zero... all in all, took 35 minutes to download an 80mb file... over my Cable-tier, that is entirely unacceptable. Like I said, this is NOT about SPEED though, and everything about connectivity QUALITY/STABILITY.
Like I said, I have been very busy the last few weeks, and the issues with my Comcast line have been the least of MY problems, but I fully expect for Comcast to still be working to resolve the issue. i don't know what else I can do to have this problem resolved. I do not think I am asking for too much, by expecting my service to work properly. Is this a cost issue? I have a sneaking feeling (only because a Comcast Tech TOLD me this verbatim) that if my problem is a hardware/wiring problem that will potentially cost tens of thousands of dollars to track-down/fix, then I will never see a solid fix, only band-aid solutions to keep me at bay, because Comcast will never see the return on their investment to fix the problem, with only a handful of potential customers affected by the problem.
Please let me know where this ticket stands, as my last contact via phone with Exec. Support, I clearly instructed to leave my service ticket OPEN.
I look forward to hearing from you, either via email or phone.
Responded to by one of the Comcast Rep's:
We do no want you fighting, we need to work together to figure this out. Right now I am showing the trouble at the last hop into your modem, yet signals look good. I ran a traceroute and I could see the trouble at the last hop ( to the modem). I actually did multiple and saw the same result. Based on this I did a reset of the modem to see if it improved performance. I then followed with 2 more traceroutes. These were both normal. I actually did more that these 2 and they too were normal. These results indicate to me that the modem should be replaced. I am sure that was already done, so I will also let the experts chime in.
Followed-Up Again Today via Email:
While anything is possible, I would be very surprised if the modem needed to be replaced.
WHY?
First: Because if the modem is the problem, then it's a singular problem, at a singular residence. I do not have this situation, as explained previously (which Frank, you may or may not have been included on) the problem exists for me, as well as my neighbors. So, unless all of my neighbors happen to have faulty modems........
Second: This problem has existed for the better part of 3+ years. Extending back to when I still had Comcast Digital Cable for television, during which I had a hellish time dealing with OnDemand menus and the guide, due to upload issues, as well as degraded picture quality. This has nothing to do with my modem. Also, in the last 3 years, my modem has been replaced, from a personally-owned modem (RCA Surfboard) to a Motorola Comcast-leased modem.
Maurice is probably more familiar with my problem than anyone, as I have had more phone contact with him. I'd appreciate his input on the issue, and where we stand as far as what's been done recently to achieve a resolution.
I do appreciate your help gentleman, and while I understand that my problem is in no way any your INDIVIDUAL's fault or doing, so don't mistake my disdain as being a personal attack on any of you, it's just immensely frustrating to be in the position I am in right now, with no apparent hope for the future, AND no reasonable broadband alternative to Comcast at my residence.... I am starting to think that Verizon will roll out FiOS hardware in my neighborhood long before Comcast can/will bring an ultimate, acceptable resolution to this problem. As each day passes with my current service situation, I start hoping for that outcome a little more and more.
Now... let's see what we can do to get this fixed.
Now, I guess I wait for a response, or a phone call...... *sigh*
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." | |
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See 14 replies to this post | |
Laser2100
join:2004-05-30
Burlington, MA
| Wow... After reading your four page thread, I have to say that I'm in disbelief. Kicking the modem? You gotta be kidding me.
Anyway, T3 timeouts should not be happening on a healthy cable network. Based on all of the information that you've gathered, I can think of at least three possibilities here:
1) The cable from your building to the box on the street is bad, or the signal is being degraded by something along the way.
2) There is a bad port on the switch in that box.
3) The DS-3 on your grid is running dirty. The DS-3 is basically a copper cable that runs from your street box to their central office (CO). They will probably need to do a bit-error rate test (BERT) to confirm this.
As for the "it would cost tens of thousands of dollars" to track down the problem and fix it -- that's simply not true. In fact, it's their job to track down those problems and fix them. There's really no excuse for the poor support that you've been receiving from Comcast. If possible, I would try to get in-touch with a 3rd level (or higher) technician, and ask them to take a look at it. | |
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beerbum
Premium
join:2000-05-06
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by Laser2100 :3) The DS-3 on your grid is running dirty. The DS-3 is basically a copper cable that runs from your street box to their central office (CO). not quite.. from the house to the node is copper.. from the node back to the head-end (to use your term, CO) is fiber.. | |
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EG
Ho Ho Ho
Premium
join:2006-11-18
Union, NJ
| Re: 3 Years of Upload Dropping - Severe Packet Loss said by beerbum :said by Laser2100 :3) The DS-3 on your grid is running dirty. The DS-3 is basically a copper cable that runs from your street box to their central office (CO). not quite.. from the house to the node is copper.. from the node back to the head-end (to use your term, CO) is fiber.. Switch, DS3, and C.O. are typically telco terms.
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Let us never forget 9/11..... | |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| said by Laser2100 :Wow... After reading your four page thread, I have to say that I'm in disbelief. Kicking the modem? You gotta be kidding me. Not kidding... I honestly wish I was.
said by Laser2100 :There's really no excuse for the poor support that you've been receiving from Comcast. If possible, I would try to get in-touch with a 3rd level (or higher) technician, and ask them to take a look at it. Well, the "quality" of support I have received from Comcast BEFORE I started this thread, compared to AFTER this thread, is like night-and-day. If you read back a ways, you will note that this thread combined with emails, has resulted in Comcast Exec. Support employees registering on BBR to address Comcast issues.
Anyway, I have been told three times now by different people that "This is the highest tech support goes..."
First- it was a little over a year ago, when I was told by a Supervisor Tech that he was as high as you can go with support.
Second- this was recently, I was assigned a Quality Control Tech who told me "I will be the last tech you ever see, I am as high as they go." I saw him one time.
Third- a member of Exec. Support told me on the phone last week, that they were escalating me to "1.5" support, which is as high as it goes.
If it weren't for the fact, that in year 2008, the world revolves around computers and the internet... this would be downright comical.... | |
| TechnoScott
Premium
join:2003-03-25
00000 | It's sad to hear the CT4s and 5s can't fix T3 timeouts.... very sad indeed. If you lived in my service area this would have been fixed three years ago. | |
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See 14 replies to this post | |
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