Tracert was acting strangely also. On one run it would lose packets downstream of our 24 dot ip's, other times it would lose them upstream, or not at all.
Modem backend was reading that downstream was locked on all channels. Provisioning was good, dispatch was having strange problems with the modem, some information was missing, I'm not a dispatcher so Idk exactly what they look at, but she was confused about what she was seeing.
Nothing that typically causes packet loss was displaying.
said by DocDrew:Besides the customer's PC was anything else connected to test it? Maybe the customer's PC was downloading.
Cat5'd to both tech's laptops, same symptoms.