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
»stage.results.speedtest.comcast. ··· 7022.png
»stage.results.speedtest.comcast. ··· 7192.png
»stage.results.speedtest.comcast. ··· 7332.png
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