JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-18 5:40 pm
Packet Loss has Comcast Techs stummped.I was wondering if anyone has some advice for me on a pretty big packet loss issue.
I have Comcast High Speed internet connected to a Motorola SB6121.
Last Wednesday, I started noticing between 1%-5% packet loss occurring every 10-30 seconds. I'm a big online gamer and Netflix streamer so having this happening is doing a number on my ability to play games, watch shows, and causing bad voice chat quality. I have tried connecting directly to the modem and using a different modem and the problem persists. Speed seems fine, averaging 57down 7-10 up. Packet loss seems to be making the connection just "pause".
I had a tech come out to my home(an apartment in residential complex.) and he tried the best he could but after swaping connectors both inside and outside, the problem persisted and was told that using his scanner, he found that the signal was "checking out just fine". I showed him evidence of using both ping tests(one with a 5% packet loss result done right in front of him) and Twitch TV stuttering and freezing. He did what he could and said he would get in touch with his supervisor and they would be in touch. I then decided to try the moden in my kitchen but the problem still persisted.
The next day, I had a technician call me and let me know that they are still working on it and can see the packet loss happeing and assured me it would be a priority issue and would work hard to resolve the issue and they would be monitoring my connection for 24hours. an appointment was also scheduled for today at 8am.
Today the level 3 tech came out and spent about 2 and a half hours doing the absolute best he could. Scanner checked out fine, signal was good. I showed him the evidence and was told that it's most likely the wiring in my walls and being that this is a rental property, there's very little I can do to have any sort of work done to fix this issue.
I have a 3 story home. First floor is the living room, second floor is my room(cable modem installed) and the kitchen and third floor is two other rooms, one of which has no cable in it. The tech did some investigating(including climbing up into the attic) to try and figure out exactly how everything was wired together. He came to the conclusion that the second floor kitchen and bedroom are on the same loop but was unable to figure out exactly how the first and third floor were looped together. He informed me that there is either a problem with the main line or the splice and that there's no easy way to rule either of them out. I told him that I tried the modem in my kitchen and the problem persisted and he said at best, maybe its an issue with the floor and trying the modem on another floor might help. I have not done that yet but am willing to try it, but once that fails I feel like i'm out of options. Signal is reading good on their meters, but i'm getting the packet loss all day everyday.
I'm not sure what, if anything can be done but I feel pretty stuck. Does anyone have any advice for me? ive considered switching to ATT&T Uverse because I hear it does not use the cable wiring and I might be able to bypass the problem that way, is that the case? |
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I have also had this issue for a couple weeks now, can't streaming hd in netflix, constant gaming disconnects, web pages only load 50% of the time. I think there is a L3 hop in the midwest somewhere getting severe packet loss.
3 te-3-4.car1.KansasCity1.Level3.net note: this hop has shown 17 icmp loss over the last 14 days. 24% 46 60 0.95 36.72 199.25
This is the third hop for me in the line quality test I did today. |
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NormanSI gave her time to steal my mind away MVM join:2001-02-14 San Jose, CA TP-Link TD-8616 Asus RT-AC66U B1 Netgear FR114P
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said by jakejacobs:I think there is a L3 hop in the midwest somewhere getting severe packet loss.
3 te-3-4.car1.KansasCity1.Level3.net note: this hop has shown 17 icmp loss over the last 14 days. 24% 46 60 0.95 36.72 199.25
This is the third hop for me in the line quality test I did today. Unless that packet loss persists to the end of the trace, it is bogus. 100% packet loss at hop n, with 0% packet loss at the destination is no packet loss at all. |
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SmokChsrWho let the magic smoke out? Premium Member join:2006-03-17 Saint Augustine, FL |
to JDUBXL
I've had several packet loss issues with Comcast, mostly on upstream. These all seem related to noise getting into the cable from other locations. |
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JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-19 5:56 am
I tried the modem on the seperate floor and yep, same exact issue. I dont really know where to go from here. Im in San Jose California if that info is of any help. |
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1 recommendation |
anonforaday9
Anon
2013-Aug-19 9:08 am
OP if the Internet connection's reliability is of any importance to u I can't stress enough how critical it is to trim down your internal coax runs. Ideally you should put your modem immediately next to where the coax enters the structure and it should be off of the first splitter. You can then use cat5 or wireless to bring it anywhere else you need in the structure. Baseband Ethernet is reliable / robust. Keep all coax to an absolute minimum, use new RG6 and have no unused splits unless they're terminated with a terminator. All coax can affect the modem even ones not in signal path to the headend, this means ones to tvs. The Signals on the coax are very sensitive. Any old fittings splitters lines can potentially cause issues. I would relocate the modem to the service entrance spot and see what you can get. Use all new Cable. |
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JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-19 9:55 am
I have 4 outlets from the wall in my home and I have tried the modem on 3 of the 4 all with the same ressult. |
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to JDUBXL
Try moving the modem away from your TV set, wireless phone set or speakers. That should fix your problem. |
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brianiscool |
to JDUBXL
I would also suggest purchasing a Motorola power booster. You can buy them on Amazon. |
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ropeguru Premium Member join:2001-01-25 Mechanicsville, VA
1 recommendation |
ropeguru
Premium Member
2013-Aug-19 11:22 am
How can you even suggest something like this when you have no clue as to what his signal levels are. |
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to JDUBXL
My recommendation would be to have the technician bring your modem to the tap (main signal source outside your residence) and perform the same ping tests there. If the problem persists then you know the problem is on Comcast's network and they can no longer blame your wiring. If there is no problem at the tap then unfortunately it is your wiring |
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JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-19 2:04 pm
The Comcast on site techs that have visted my home so far seem completely dumbfounded as to what packet loss even is. The only way I can even show them the packet loss is on my computer. I'm doubtful they would be able to test it at the tap. |
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1 recommendation |
to JDUBXL
said by JDUBXL:the problem persisted and was told that using his scanner, he found that the signal was "checking out just fine". Can you post your signal levels from the modem. I have been through a similar experience recently in nearby Santa Cruz County. After 10+ months of reliable service I started seeing problems about two months ago. Using their online chat they confirmed they could see some package loss and sent a tech out. He tested my signal levels and pronounced they them perfect while I could see from the modem that downstream channels 1 and 2 had issues if bonded. After working through comcastcares (» twitter.com/comcastcares) it looks like the issue is now resolved with downstream channels 5 - 8 bonded with good signal levels. You may be seeing something very different but starting with your signal levels from your modem might give some clues. |
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JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-19 7:11 pm
Thanks for the info. How do I find signal levels? |
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192.168.100.1
Go to the 'Signal' Tab |
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SCADAGeo Premium Member join:2012-11-08 N California |
to JDUBXL
said by beaminsfc:My recommendation would be to have the technician bring your modem to the tap (main signal source outside your residence) and perform the same ping tests there. If the problem persists then you know the problem is on Comcast's network and they can no longer blame your wiring. If there is no problem at the tap then unfortunately it is your wiring said by JDUBXL:The only way I can even show them the packet loss is on my computer. I'm doubtful they would be able to test it at the tap. Laptop with NIC. |
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to beaminsfc
said by beaminsfc:My recommendation would be to have the technician bring your modem to the tap (main signal source outside your residence) and perform the same ping tests there. If the problem persists then you know the problem is on Comcast's network and they can no longer blame your wiring. If there is no problem at the tap then unfortunately it is your wiring If they find no packet loss after connecting directly to the tap, next they should try connecting directly off the drop (the cable going into the box on the outside of your house) and check for packet loss. Most times packet loss are due to the drop. |
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el3ment Premium Member join:2008-02-27 Aurora, CO 2 edits |
to JDUBXL
Same issue here. I live in Denver, CO. New Construction house. Moved in last month. HSI only install. Same modem as you. Blast service 50 down/10 up. Drop comes into house, the tech said it was coming in too hot, so he had to put it on a splitter. (Just two way). The connection has been solid for about a month, then all of the sudden i have been experiencing the same "Packet Loss" that you have.. I use skype alot for my work phone calls, and casual gaming as well.. It's starting to get spotty.. I did the same thing as you, I called comcast and they did a "Modem Reset" or "Line Refresh".. But that didn't seem to help the problem. I've tried all the typical troubleshooting techniques.. This is my "Ping -t" to google.com as of right now.. Directly plugged into the modem...
Pinging www.google.com [74.125.193.99] with 32 bytes of data: Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=23ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=23ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=22ms TTL=47 Reply from 74.125.193.99: bytes=32 time=20ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=22ms TTL=47 Reply from 74.125.193.99: bytes=32 time=2325ms TTL=47 --GAH!! Reply from 74.125.193.99: bytes=32 time=54ms TTL=47 Reply from 74.125.193.99: bytes=32 time=3171ms TTL=47 --WTF!! Request timed out. --BOO!! Reply from 74.125.193.99: bytes=32 time=977ms TTL=47 --HISS!!! Reply from 74.125.193.99: bytes=32 time=25ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Request timed out. --/FACEPALM Reply from 74.125.193.99: bytes=32 time=22ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=36ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=22ms TTL=47 Reply from 74.125.193.99: bytes=32 time=36ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=24ms TTL=47 Reply from 74.125.193.99: bytes=32 time=21ms TTL=47 Reply from 74.125.193.99: bytes=32 time=22ms TTL=47
I'm getting the impression that this is comcasts problem. Or, my modem could be going out.. Which would surprise me cause it's only a year old..
And here are my signal Levels:
Downstream Bonding Channel Value Channel ID 2 3 4 8 Frequency 609000000 Hz 615000000 Hz 621000000 Hz 645000000 Hz Signal to Noise Ratio 36 dB 36 dB 36 dB 37 dB Downstream Modulation QAM256 QAM256 QAM256 QAM256 Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading 8 dBmV 9 dBmV 9 dBmV 10 dBmV
Upstream Bonding Channel Value Channel ID 10 11 12 Frequency 23500000 Hz 30000000 Hz 36500000 Hz Ranging Service ID 14892 14892 14892 Symbol Rate 2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec Power Level 41 dBmV 41 dBmV 42 dBmV Upstream Modulation [3] QPSK [2] 16QAM [3] 64QAM [3] QPSK [3] 64QAM [3] QPSK [3] 64QAM
Ranging Status Success Success Success
Signal Stats (Codewords) Bonding Channel Value Channel ID 2 3 4 8 Total Unerrored Codewords 161457592 160810145 160810537 160810710 Total Correctable Codewords 8 28 3 8 Total Uncorrectable Codewords 522 775 554 530 |
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said by el3ment:Same issue here. I live in Denver, CO. New Construction house. Moved in last month. HSI only install. Same modem as you. Blast service 50 down/10 up. Drop comes into house, the tech said it was coming in too hot, so he had to put it on a splitter. (Just two way). The connection has been solid for about a month, then all of the sudden i have been experiencing the same "Packet Loss" that you have.. I use skype alot for my work phone calls, and casual gaming as well.. It's starting to get spotty.. I did the same thing as you, I called comcast and they did a "Modem Reset" or "Line Refresh".. But that didn't seem to help the problem. I've tried all the typical troubleshooting techniques.. This is my "Ping -t" to google.com as of right now.. Directly plugged into the modem... and what are your signal levels? 192.168.100.1 Go to the 'Signal' Tab |
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StillLearn Premium Member join:2002-03-21 Streamwood, IL |
to JDUBXL
Try pinging your gateway with ping -n 1000 yourGateway where yourGateway represents the IP of your gateway. Post only the summary -- not the whole thing.
The purpose is to see if there is a problem locally to you. You can find your Comcast gateway by looking for the information in your router screens. If you use Windows without a router, ipconfig will tell you the IP of your gateway.
The thousand pings should take about 17 minutes.
And post the signal levels, as they said. |
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el3ment Premium Member join:2008-02-27 Aurora, CO |
to vandergraff2
Here are the signal levels
Downstream Bonding Channel Value Channel ID 2 3 4 8 Frequency 609000000 Hz 615000000 Hz 621000000 Hz 645000000 Hz Signal to Noise Ratio 36 dB 36 dB 36 dB 37 dB Downstream Modulation QAM256 QAM256 QAM256 QAM256 Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading 8 dBmV 9 dBmV 9 dBmV 10 dBmV
Upstream Bonding Channel Value Channel ID 10 11 12 Frequency 23500000 Hz 30000000 Hz 36500000 Hz Ranging Service ID 14892 14892 14892 Symbol Rate 2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec Power Level 41 dBmV 41 dBmV 42 dBmV Upstream Modulation [3] QPSK [2] 16QAM [3] 64QAM [3] QPSK [3] 64QAM [3] QPSK [3] 64QAM
Ranging Status Success Success Success
Signal Stats (Codewords) Bonding Channel Value Channel ID 2 3 4 8 Total Unerrored Codewords 161457592 160810145 160810537 160810710 Total Correctable Codewords 8 28 3 8 Total Uncorrectable Codewords 522 775 554 530 |
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el3ment |
el3ment
Premium Member
2013-Aug-20 9:37 am
Well, tracert also confirms this is not me..
Tracing route to www.google.com [74.125.225.209] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 192.168.1.1 2 * 1873 ms 20 ms 50.152.20.1 3 11 ms 10 ms 9 ms te-9-1-ur02.englewood.co.denver.comcast.net [68. 85.221.93] 4 12 ms 14 ms 10 ms te-0-0-0-4-ar02.aurora.co.denver.comcast.net [68 .86.103.45] 5 12 ms 14 ms 11 ms he-3-10-0-0-cr01.denver.co.ibone.comcast.net [68 .86.92.25] 6 10 ms 10 ms 11 ms xe-1-1-0-0-pe01.910fifteenth.co.ibone.comcast.ne t [68.86.84.126] 7 11 ms 44 ms 11 ms 23-30-206-106-static.hfc.comcastbusiness.net [23 .30.206.106] 8 12 ms 12 ms 12 ms 72.14.234.57 9 12 ms 12 ms 12 ms 209.85.251.111 10 * 3628 ms 2081 ms den03s06-in-f17.1e100.net [74.125.225.209]
Trace complete. |
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dnoyeBFerrous Phallus join:2000-10-09 Southfield, MI |
to JDUBXL
Where is the packet loss? Is it between the Modem and Comcast? Or is it within your network between your computer and the modem?
If its in the modem, on a sunny day, plug the modem up outside your house at the connection. Typically there should be a ground block you can temporarily disconnect and plug the modem in there.
If it still sucks, tell Comcast to fix their stuff.
P.S. in my experience connections can be terrible with strong signal levels. Mine was exactly that for 8 months. |
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JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-21 4:26 pm
Here are my levels.
This page provides information about the current upstream and downstream signal status of your Cable Modem.
Downstream Bonding Channel Value Channel ID 1 3 5 7 Frequency 561000000 Hz 573000000 Hz 585000000 Hz 597000000 Hz Signal to Noise Ratio 37 dB 37 dB 37 dB 37 dB Downstream Modulation QAM256 QAM256 QAM256 QAM256 Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading 1 dBmV 2 dBmV 2 dBmV 2 dBmV
Upstream Bonding Channel Value Channel ID 4 5 6 Frequency 25300000 Hz 30600000 Hz 37000000 Hz Ranging Service ID 9827 9827 9827 Symbol Rate 2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec Power Level 37 dBmV 38 dBmV 40 dBmV Upstream Modulation [3] QPSK [2] 16QAM [3] 64QAM [3] QPSK [3] 64QAM [3] QPSK [3] 64QAM
Ranging Status Success Success Success
Signal Stats (Codewords) Bonding Channel Value Channel ID 1 3 5 7 Total Unerrored Codewords 4533407028 4532412568 4532412793 4532412933 Total Correctable Codewords 903 629 493 268 Total Uncorrectable Codewords 726 517 573 480 |
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JDUBXL |
JDUBXL
Member
2013-Aug-21 4:33 pm
I noticed my 1 3 5 7 Downstream power levels are reading 1 - 2 dBmV each while other people who have posted their levels are reading between 8 - 10 dBmV. Is that an issue? |
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flwpwr
Anon
2013-Aug-21 6:41 pm
said by JDUBXL:I noticed my 1 3 5 7 Downstream power levels are reading 1 - 2 dBmV each while other people who have posted their levels are reading between 8 - 10 dBmV. Is that an issue? No, -8 to +10 is the range comcast wants, docsis says =-10 to +10 you're in range, its not an issue based off the levels alone. Can you ping 192.168.100.1 the same as you did google.com, generally high latency increase like that is the router and not the cable system, in my experience when the cable goes bad the packet just does, its not not have a high delay. Which is 9 times out of 10 the wireless half having interference from a neighbor of other wireless device [like wireless land line phones]? |
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JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-21 7:19 pm
Tech #2 was back out at our home today and we brought the modem to the tap with his laptop. Third pingtest.net test had 2% packet loss and we saw the exact same issues from the tap. This tap covers 4 total apartments including mine. Can I assume the problem is not with my wiring in my walls?
We have a network supervisor coming out tomorrow to work on the tap I guess. The supervisor who was here today said that the problem could be fixed as early as tomorrow. I'm pretty skeptical. |
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flwpwr
Anon
2013-Aug-21 10:09 pm
said by JDUBXL:Tech #2 was back out at our home today and we brought the modem to the tap with his laptop. Third pingtest.net test had 2% packet loss and we saw the exact same issues from the tap. This tap covers 4 total apartments including mine. Can I assume the problem is not with my wiring in my walls?
We have a network supervisor coming out tomorrow to work on the tap I guess. The supervisor who was here today said that the problem could be fixed as early as tomorrow. I'm pretty skeptical. yes as long as he unhooked your drop to do the tests, otherwise you could be feeding strong enough noise to disrupt the other ports on the tap, and it may go back to fixing your wires, itf your service went dead while he was checking, then you should be good. |
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JDUBXL join:2013-08-18 San Jose, CA |
JDUBXL
Member
2013-Aug-21 10:35 pm
I'm not sure he did. They claim they have a Network specialist coming over to work on the tap tomorrow, would he be someone who could figure that out? |
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StillLearn Premium Member join:2002-03-21 Streamwood, IL |
to JDUBXL
said by JDUBXL:Third pingtest.net test had 2% packet loss and we saw the exact same issues from the tap. Pinging pingtest.net would not be a good thing for him to be pinging. He should have pinged your Comcast gateway, or at least something within the Comcast network if he is looking for a flaw in the Comcast circuit in your neighborhood. |
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