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NanoEntity

join:2009-04-27
Marathon, FL

1 edit

[Connectivity] PM/Prime Latency / High Packet Loss

This problem happens every night for 2 weeks or so now.
Sometimes happens even at day time.

Image tells 1000 words
»i45.tinypic.com/2zt9kie.jpg

What should I do?

---------------------------------------
Something is totally wrong with Upload, should be 3MB... and still request time outs on ping test to google....

Flushed DNS
Renew to new IP
Reset Arris modem

nothing helped.

»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....

»i46.tinypic.com/jl3qe1.jpg

Estimating capacity:
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 – that’s 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.

TraceRT
»i46.tinypic.com/14bp084.jpg

Downstream
Freq/Power: 705.000 MHz 6 dBmV
Signal to Noise Ratio: 39 dB
Modulation: QAM256
Upstream
Freq/Power: 27.900 MHz 49 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64

Status
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


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3

Looks like you may need to have a truck roll to balance your signal. The downstream side is sitting very hot at 40 dB (good) but near the high end of the good range for power (8dB, 10 being the max you'd want to see), but your upstream is marginal sitting at 50 dBmv.

How is the modem connected? Is it sitting off of any splitters? Even if you removed a splitter or two to bump the upstream down, then your downstream levels would be out of spec (above 10dBmV).

I'm not a cable tech, but normally when there is a big disparity between upstream and downstream, it requires some re-balancing, which unfortunately you can only accomplish by having someone come out and check your line at the modem, entry point, etc.
--
"I drank what?" -Socrates


NanoEntity

join:2009-04-27
Marathon, FL

2 edits

»forums.comcast.com/t5/Basic-Inte···#M166622

Just reset it again... 8% loss.... and seems to go up...

There is only 1 splitter that i can see, and thats in the wall that connects all the cable in the house.

---------------------------------------------------
Downstream Freq/Power: 687.000 MHz 6 dBmV Signal to Noise Ratio: 39 dB Modulation: QAM256

Upstream Freq/Power: 27.900 MHz 49 dBmV Channel Type: DOCSIS 2.0 (ATDMA) Symbol Rate: 5120 kSym/sec Modulation: QAM64

Status System Uptime: 0 days 0h:1m:37s Computers Detected: 1 CM Status: Telephony-AC Power Iso OFF Reg Complete Time and Date: FRI DEC 28 17:03:27 2012
-------------------------------------------------------------
Ping statistics for 74.125.139.139:
Packets: Sent = 440, Received = 403, Lost = 37 (8% loss),
Approximate round trip times in milli-seconds:
Minimum = 28ms, Maximum = 47ms, Average = 29ms

-----------------------------------------------------------------------



pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3

38 dB / 6 dBmV down

49 dBmV up

are ok...49 is getting close to out of spec as is 6, but assuming no fluctuations, these look ok right now.

You should call and ask for your upstream SNR. Only Comcast can see this. It could be an uSNR issue or there may be some other issue with the line.
--
"I drank what?" -Socrates



Johkal
Cool Cat
Premium,MVM
join:2002-11-13
Happy Valley
kudos:9

How is 6 dBmV & 49 dBmV close to out of spec?



beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5
reply to pflog

His signals are fine, there is something else going on. Need to start with a tech and go from there.

No response on a trace is not necessarily indicative of a problem, as they continue all the way through. Without being there with a meter it could be your local equipment for all we know.
--
Ex-Comcast Tech at the Beach. I speak for myself, not my former employer.



pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
reply to Johkal

said by Johkal:

How is 6 dBmV & 49 dBmV close to out of spec?

He was at 50 and it could be fluctuating, that's my point. If he's swinging up near 52, then it could be an intermittent thing. That's all.

Just saying if it's fluctuating that much, something is going on. He needs a tech visit.
--
"I drank what?" -Socrates


beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5

He's not on D3, so unless he is fluctuating up above 56 or so on the upstream, he is still within "limits". Anything is possible, but it's most likely either equipment he has locally or an SNR issue a tech will need to resolve.
--
Ex-Comcast Tech at the Beach. I speak for myself, not my former employer.



pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3

said by beachintech:

He's not on D3, so unless he is fluctuating up above 56 or so on the upstream, he is still within "limits". Anything is possible, but it's most likely either equipment he has locally or an SNR issue a tech will need to resolve.

That's true, I forgot he's D2. Yeah, something else is going on. Definitely a tech visit is advised
--
"I drank what?" -Socrates

NanoEntity

join:2009-04-27
Marathon, FL

2 edits

Called in tech be coming monday...

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Ping statistics for 74.125.139.100:
Packets: Sent = 732, Received = 611, Lost = 121 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 28ms, Maximum = 147ms, Average = 30ms


NanoEntity

join:2009-04-27
Marathon, FL

C:\Users\Nano>tracert www.google.com

Tracing route to www.google.com [74.125.137.105]
over a maximum of 30 hops:

1 6 ms tracert www.comcast.com

Tracing route to www.g.comcast.com [69.241.45.4]
over a maximum of 30 hops:

1 tracert www.worldofwarcraft.com

Tracing route to worldofwarcraft.com [12.129.242.22]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 7 ms 8 ms 7 ms 73.199.36.1
3 8 ms 8 ms * te-8-4-ur01.marathon.fl.pompano.comcast.net [68.
85.228.101]
4 15 ms 15 ms * te-0-2-0-8-ar03.northdade.fl.pompano.comcast.net
[69.139.181.209]
5 25 ms 23 ms 22 ms he-2-7-0-0-cr01.miami.fl.ibone.comcast.net [68.8
6.93.81]
6 15 ms 13 ms 13 ms pos-0-2-0-0-pe01.nota.fl.ibone.comcast.net [68.8
6.87.158]
7 * 14 ms 15 ms 192.205.36.169
8 * 93 ms 90 ms cr81.fldfl.ip.att.net [12.122.81.26]
9 89 ms 91 ms 91 ms cr2.ormfl.ip.att.net [12.122.1.45]
10 89 ms 90 ms 91 ms cr1.ormfl.ip.att.net [12.122.5.185]
11 89 ms 92 ms 90 ms cr2.hs1tx.ip.att.net [12.122.1.5]
12 91 ms * 90 ms cr1.dlstx.ip.att.net [12.122.28.157]
13 89 ms 91 ms 89 ms cr2.dlstx.ip.att.net [12.122.1.210]
14 92 ms 91 ms 90 ms cr2.dvmco.ip.att.net [12.122.31.90]
15 93 ms 91 ms 98 ms cr1.slkut.ip.att.net [12.122.30.25]
16 91 ms 95 ms 91 ms cr2.la2ca.ip.att.net [12.122.30.30]
17 * 91 ms 88 ms gar29.la2ca.ip.att.net [12.122.129.241]
18 89 ms 89 ms 89 ms 12-122-254-238.attens.net [12.122.254.238]
19 88 ms 91 ms 94 ms 206.16.68.46
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.


NanoEntity

join:2009-04-27
Marathon, FL
reply to NanoEntity


12/27/2012 10:15 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout

12/27/2012 10:15 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

12/27/2012 10:20 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout

12/27/2012 10:20 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing ***** 20000200 3 No Ranging Response received - T3 time-out

12/27/2012 10:34 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout

12/27/2012 10:34 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

12/27/2012 10:39 20000200 3 No Ranging Response received - T3 time-out

12/27/2012 10:42 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout

12/27/2012 10:42 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

12/28/2012 19:10 20000200 3 No Ranging Response received - T3 time-out

12/28/2012 19:15 20000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out

12/29/2012 8:06 20000200 3 No Ranging Response received - T3 time-out

12/29/2012 8:14 20000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out

12/29/2012 8:14 16040100 4 DCC-ACK not received

12/29/2012 8:14 20000200 3 No Ranging Response received - T3 time-out

12/29/2012 8:14 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout

12/29/2012 8:14 14020600 3 DCC aborted unable to communicate on new upstream channel

12/29/2012 8:14 18000200 3 UCD invalid or channel unusable

12/29/2012 8:15 20000200 3 No Ranging Response received - T3 time-out



beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5

Can you post some results without your router attached? (Just curious, I still think your problem is going to be upstream SNR related).


NanoEntity

join:2009-04-27
Marathon, FL

I tested it with router and no router, get same thing every time.

Also Tech coming monday.

»forums.comcast.com/t5/Basic-Inte···/1521695



beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5

Will wait to see what the tech says. Your upstream is not borderline out of spec with a D2 modem (responding to the comcast forum post from EG).
--
Ex-Comcast Tech at the Beach. I speak for myself, not my former employer.



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

said by beachintech:

Your upstream is not borderline out of spec with a D2 modem (responding to the comcast forum post from EG).

Dude. This is why I make mention of intermittency and needing more wiggle room. Can't hurt...

And you know as well as I do that the signal stat figure accuracy from a modem can be off by several dB either way so it may actually be worse or even better..


beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5

If he was seeing a 6 db swing in upstream power, he would lose connectivity completely for longer periods. It's a noise issue somewhere on the line
--
Ex-Comcast Tech at the Beach. I speak for myself, not my former employer.



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

said by beachintech:

It's a noise issue somewhere on the line

Could be.. Oooo Oooo. How are you so certain ? I want one of the crystal balls like you have !!


beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5

The DCC's, T4 timeouts, modem logs, and just general experience would lead me in that direction. I can't say for sure because I am not there with a meter.
--
Ex-Comcast Tech at the Beach. I speak for myself, not my former employer.