Hi everyone, I have a bit of a weird situation and not sure how to get it rectified with Comcast.
I live near Chicago and every year when the temps outside get over about 85 degrees F, my internet is garbage. Intermittent periods of packet loss is the main culprit from what I can tell. Over the years I've had techs out, modem resets, replacing the grounding cable, trucks rolled to check the lines/nodes and all sorts of things that never help. My equipment is not the problem - the problem is somewhere in the Comcast network. Something is overheating and not performing. When I run speedtests to Chicago-area servers, I get 25mbps down and 5 up. Outside of Chicago and it drops to 7 down with frequent dips to 0.
So far, over the course of typing this post I've had a ping running to Google's 8.8.8.8 DNS server. Pings sent: 411, lost 41 (10% loss). Streaming netflix/amazon is basically impossible. Telephone service sort of works sometimes. Surfing the web is on/off or really slow, and online gaming is frustrating.
When the outside temperatures are under 85F, the service is rock-solid. Again, techs have replaced the wiring outside, tried different posts in the box, checked it on the pole, and who knows what else, but every year I can count on this problem when the temps go back up outside. Most of the time, if I do have a tech come out, the temps have either gone down or they come when the problem is not currently happening lol. Here is some info from my modem:
ARRIS DOCSIS 3.0 / PacketCable 1.5 Touchstone Telephony Modem
HW_REV: 3
VENDOR: Arris Interactive, L.L.C.
BOOTR: 1.2.1.25
SW_REV: 7.4.63A
MODEL: TM722G
Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 669.00 MHz -10.53 dBmV 34.21 dB 256QAM 34127815146 806 0
Downstream 2 1 651.00 MHz -10.63 dBmV 34.08 dB 256QAM 29350323180 1438 5
Downstream 3 2 657.00 MHz -11.00 dBmV 34.08 dB 256QAM 28548823534 977 0
Downstream 4 3 663.00 MHz -10.63 dBmV 34.21 dB 256QAM 28126764448 832 0
Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 36.40 MHz 46.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 2 29.50 MHz 45.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 3 24.20 MHz 45.25 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Does anything in the downstream/upstream numbers look out of line?
Any suggestions on how to have Comcast look at their infrastructure for a fix instead of having me deal with a level 1 support guy who wants me to reboot my pc, reset the modem and all that stuff that doesn't do anything?
I'm an MCSE with over a decade of server/network/noc/datacenter experience and know 100% that the issue is not on my end, especially after having so many techs out over the years and them having replaced everything from the modem to the box outside a few times.
I would really appreciate any suggestions on how to proceed. Thanks!