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JDUBXL

join:2013-08-18
San Jose, CA

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?


jakejacobs

join:2013-08-18
Jacksonville, FL

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.



NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:11
Reviews:
·SONIC.NET
·Pacific Bell - SBC

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.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum


SmokChsr
Who let the magic smoke out?
Premium
join:2006-03-17
Saint Augustine, FL
reply 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.


JDUBXL

join:2013-08-18
San Jose, CA
reply to JDUBXL

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.



anonforaday9

@fuse.net

1 recommendation

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.


JDUBXL

join:2013-08-18
San Jose, CA
reply to JDUBXL

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.


brianiscool

join:2000-08-16
Tampa, FL
kudos:1
reply to JDUBXL

Try moving the modem away from your TV set, wireless phone set or speakers. That should fix your problem.


brianiscool

join:2000-08-16
Tampa, FL
kudos:1
reply to JDUBXL

I would also suggest purchasing a Motorola power booster. You can buy them on Amazon.



ropeguru
Premium
join:2001-01-25
Mechanicsville, VA

1 recommendation

How can you even suggest something like this when you have no clue as to what his signal levels are.



beaminsfc

join:2013-07-01
San Francisco, CA
reply 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


JDUBXL

join:2013-08-18
San Jose, CA
reply to JDUBXL

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.


vandergraff2

join:2005-10-17
Los Gatos, CA

1 recommendation

reply 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.

JDUBXL

join:2013-08-18
San Jose, CA

Thanks for the info. How do I find signal levels?


vandergraff2

join:2005-10-17
Los Gatos, CA

192.168.100.1

Go to the 'Signal' Tab


SCADAGeo

join:2012-11-08
N California
kudos:2
reply 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.

aereolis

join:2003-06-12
Brampton, ON
reply 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.
--
Hello


el3ment
Premium
join:2008-02-27
Aurora, CO

2 edits
reply 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


vandergraff2

join:2005-10-17
Los Gatos, CA

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


StillLearn
Premium
join:2002-03-21
Streamwood, IL
Reviews:
·AT&T Midwest
reply 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.



el3ment
Premium
join:2008-02-27
Aurora, CO
reply 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



el3ment
Premium
join:2008-02-27
Aurora, CO
reply to el3ment

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.



dnoyeB
Ferrous Phallus

join:2000-10-09
Southfield, MI
kudos:1
Reviews:
·Comcast
reply 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.
--
dnoyeB
"Then said I, Wisdom [is] better than strength: nevertheless the poor man's wisdom [is] despised, and his words are not heard. " Ecclesiastes 9:16


JDUBXL

join:2013-08-18
San Jose, CA
reply to JDUBXL

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


JDUBXL

join:2013-08-18
San Jose, CA
reply to 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?



flwpwr

@comcast.net

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]?

JDUBXL

join:2013-08-18
San Jose, CA
reply to 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.



flwpwr

@comcast.net

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.

JDUBXL

join:2013-08-18
San Jose, CA

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?



StillLearn
Premium
join:2002-03-21
Streamwood, IL
Reviews:
·AT&T Midwest
reply 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.