This problem happens every night for 2 weeks or so now.
Sometimes happens even at day time.
Image tells 1000 words
What should I do?
Something is totally wrong with Upload, should be 3MB... and still request time outs on ping test to google....
Renew to new IP
Reset Arris modem
Downstream Freq/Power: 699.000 MHz 8 dBmV Signal to Noise Ratio: 40 dB Modulation: QAM256
Upstream Freq/Power: 34.800 MHz 50 dBmV Channel Type: DOCSIS 2.0 (ATDMA) Symbol Rate: 5120 kSym/sec Modulation: QAM64
This did not solve anything but fix the upstream a little, still packet loss....
Upstream: 2001 Kbps.
Downstream: 25598 Kbps.
The measurement will take upto 2.5 minutes. Please wait.
Checking for traffic shapers:
Upstream: Measurement aborted due to high packet loss rate.
Downstream: Burst size: 4320-4721 KB;
Shaping rate: 20906 Kbps.
Problem: PM/Prime Latency / High Packet Loss / Upstream very low%0Ahttp://forums.comcast.com/t5/Basic-Internet-Connectivity-And/PM-Prime-Latency-High-Packet-Loss/td-p/1516233
Eralynn > Hello Krystyna, Thank you for contacting Comcast Live Chat Support. My name is Eralynn. Please give me one moment to review your information.
Krystyna > My Issue: PM/Prime Latency / High Packet Loss / Upstream very low »forums.comcast.com/t5/Basic-Inte···ss/td-p/
Eralynn > While I am reviewing some information, let me share to you about Customer Guarantee. Our goal is to provide you with a consistently superior customer experience thats our guarantee. Learn more about the Comcast Customer Guarantee at »www.comcast.com/corporate/Custom···arantee"
Eralynn > Krystyna, I understand that you are experiencing a slow internet connection. Is that correct?
Krystyna > yes that is correct
Krystyna > my upstream is very low and having high packet loss
Eralynn > I use my computer everyday, and I know how important it is to have a fast internet connection.
Eralynn > Let's see what is going on and get this fixed for you.
Krystyna > for about a week
Eralynn > Krystyna, are you currently experiencing it now?
Krystyna > yes i am, but its more stable, but its happening
Krystyna > request time outs to google.com, running ping test
Eralynn > Krystyna, can you please run a speed test on your computer now?
Eralynn > »speedtest.comcast.net
Krystyna > ok 1 second
Eralynn > Sure.\
Krystyna > »stage.results.speedtest.comcast.···2342.png
Eralynn > I see that you are getting a really fast speed, Krystyna]
Eralynn > Can you also please run a ping test?
Krystyna > download yes, but something is wrong with upstream
Krystyna > running it none stop
Eralynn > I am going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take a minute or two for the results.
Krystyna > firewall and antivirus are disabled
Krystyna > here is the screenshot of ping
Krystyna > »i46.tinypic.com/jl3qe1.jpg
Krystyna > ok
Eralynn > Krystyna, based on the health check, the upstream signal level is indeed low.
Eralynn > Are you using a wireless internet connection?
Krystyna > no i am not
Krystyna > this computer is connected directly to arris
Eralynn > Thank you.
Eralynn > Can you please do a reset to your Arris modem to boost the signals?
Eralynn > At the back of the modem, you will see a Reset hole
Eralynn > Using the tip of a pen or a paperclip, I need you to push the button inside the hole. Press and hold for about 5 seconds. You should see the lights on the device turn off and start flashing as it comes back online within 1-3 minutes.
Krystyna > did that like 30min ago, but ok do it again
Eralynn > Thank you.
Krystyna > ok its reset
Krystyna > upstream Freq/Power: 34.800 MHz 50 dBmV
Krystyna > you still here?
Eralynn > I am still here, Krystyna
Eralynn > Can you please run one more speed test?
Krystyna > sure
Krystyna > »stage.results.speedtest.comcast.···4602.png
Eralynn > Fantastic!
Eralynn > It seems that you are already getting the expected speed of your package, Krystyna
Krystyna > ok great
Krystyna > but what about the request time outs on ping
Eralynn > I have run another health check on your device and the upstream signal level is already good
Krystyna > good to hear :smileyhappy:
Eralynn > Indeed.
Eralynn > Krystyna, since your internet speed is doing good, the packet loss and the time outs on ping test will not greatly affect your speed
Eralynn > Sometimes the ping test would also vary on the website that you are pinging
Krystyna > true
Krystyna > hopefully that will fix the issue
Eralynn > I am positive that it will fix the issue. I have also run a ping test on your modem and there is no packet loss from our end
Eralynn > There is indeed nothing wrong with your device and your internet connection, Krystyna.
Krystyna > well I do get high packet loss at night time, at day time is more stable, guess have to wait and see what will happen
Eralynn > Krystyna, if you get a high packet loss, you may follow these steps »www.ehow.com/how_6088093_reduce-···ion.html
Eralynn > Krystyna, It is my pleasure to have assisted you today, and I truly appreciate your understanding and cooperation. Is there anything else that I can assist you with today? I will be glad to assist you further.
Krystyna > no thats it thank you
Eralynn > You are most welcome!
Eralynn > I hope that you were highly satisfied with how I resolve your issue for today. I would greatly appreciate it if you can spare a few seconds to take the survey on how well I assisted you when you click on Exit Chat and Take the survey button after the chat.
Eralynn > It's been my pleasure to have assisted you, Krystyna. I am happy you contacted Comcast today.
Eralynn > If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us through our Hotline 1-800-COMCAST (1-800-266-2278). Don't forget, you can watch full TV shows and movies online, check out www.xfinitytv.com for more information. Thank you for contacting Comcast! We appreciate your business!
Eralynn > Good bye for now. Take care!
Krystyna > bb
Eralynn > Happy New year!
Krystyna > to you too :smileysilly:
Tested on 12/28/2012
High Packet Loss.
Upsteam speed test resulted 0.3 / 0.6 MBPS after testing it like 10 times.... im puzzled why so low.
Download stream always works, 25-30MB each test.
Freq/Power: 705.000 MHz 6 dBmV
Signal to Noise Ratio: 39 dB
Freq/Power: 27.900 MHz 49 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
System Uptime: 0 days 0h:34m:19s
Computers Detected: 1
CM Status: Telephony-AC Power Iso OFF Reg Complete
Time and Date: FRI DEC 28 09:10:17 2012