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Random packet loss 3 techs have been out still no solution.

I have been having modem issues for a month now where in the afternoon usually somewhere between 3-8 i lose up to 10% packet loss. It is spuratic and some days are better than others. No techs have done anything that have came out other than walk around for alittle bit and look at some things. 

 

I have a Motorolla SBG6580 surfboard  I keep my main computer connected with a ethernet cable that is 50ft. I have 2 wall plates I can plug into although I use the upstairs one only I tried the downstairs for the sake of testing. Only thing I have wireless is my xbox which is for netflix. 

Also I am located in middletown, ohio. 

 

Upstairs Modem

Upstairs Modem Please note: I do not have 2 modems I just moved the one from upstairs to downstairs.

 I have the "ultimate" package 50mbps download and 5mbps upload

Downstairs Modem

Error log

 Any help towards this will be really appreciated. I called in last night and the person I talked to suggested I schedule a time for an amp to be installed inside the house. Not sure if that sounds right but it seems like a bad solution.

 

Some Notes: When packet loss does occur I can notice it on both computers pinging 8.8.8.8 the wireless seems to suffer sometimes during the packet loss as the quality of netflix will drop down and disconnect sometimes.  

I'll be checking this constantly now that it is up any more information needed just ask.

 

18 REPLIES
Browser

Re: Random packet loss 3 techs have been out still no solution.

Modem has now been live for 45mins since I restarted it with almost 5000 uncorrectables http://i.imgur.com/2FeJo6j.png 

Expert

Re: Random packet loss 3 techs have been out still no solution.

It's obvious.

Your modem must be on the first 2 way splitter where cable enters or direct if no cable tv and there can't be any empty splitter ports.

 You also have a 4G lte phone that you need to keep away from the modem and coax... I think it's a Verizon as well

 

Browser

Re: Random packet loss 3 techs have been out still no solution.

thanks for the reply! so are you saying the downstairs or upstairs? And I only have internet from time warner no tv or phone even from version. And when you say no empty splitter ports does that mean that I have to have time warner eliminate one of the ports?

 

 

Observer

Re: Random packet loss 3 techs have been out still no solution.

I've been having this exact same issue! It started about 2 week ago for me (no changes in hardware, just appeared randomly).

 

I have consistent 1-3% packet loss, which worsens in the afternoons/evening to as much as 5% packet loss and random lag spikes. I've had a tech out here that looked at everything and tested the line. He told me everything is fine and he can't see any issues on the line with his tester, so it must be the modem. However, I have replaced the modem and the issue is completely unchanged.

 

I have no TV and no secondary hookups - my line is run directly from the box to my modem, so it's not a splitter issue of any sort. The modem is a SB6141, as is the replacement modem that I tried. My SNR is good at 36-37 dB and the power levels run high at about +9, but I have a 6dB attenuator (provided by TWC) which puts them down to about +3 and makes no difference in the packet loss issue. I'm in Cleveland, Ohio here and am desperate for a solution as well!

Browser

Re: Random packet loss 3 techs have been out still no solution.

My packet loss is not always there sometimes it's not even 1% but it seems like during peak hours when i'm doing stuff it just really goes downhill. Looking around I don't see any splitters either so I am guessing that is not the issue. I know that if this won't get fixed i'm just going to switch to a dsl provider to at least keep a constant speed.

Observer

Re: Random packet loss 3 techs have been out still no solution.

Yep, I'm looking into my options with ATT right now since I don't feel like spending months trying to fix this. Here are my modem logs in case this helps!

 

Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:08:28 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:08:28 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:08:27 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:08:27 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:08:25 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:08:23 5-Warning T202.0 Lost MDD Timeout;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:08:22 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

 

May 02 2015 12:07:59 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MAC REMOVED];CMTS-MAC=[MAC REMOVED];CM-QOS=1.1;CM-VER=3.0;

Expert

Re: Random packet loss 3 techs have been out still no solution.

what you need to do is find the splitter and replace it with a splice or barrel connector. You also need to keep your 4G phone away from the modem.

 

For the Cleveland issue, copy and paste your signal level page, If it's the 699 or 705 channel, it's 4G lte ingress

T3 and T4 problems are not downstream ingress but some sort of upstream break or interference. T3 is minor, a long T3 becomes a T4 which resets the modem trying to find a better upstream set of channels.

 

Observer

Re: Random packet loss 3 techs have been out still no solution.

Hmm, here's what I've got for signal!

 

DownstreamBonding Channel Value
Channel ID
Frequency657000000 Hz 663000000 Hz 669000000 Hz 675000000 Hz 681000000 Hz 687000000 Hz 693000000 Hz 699000000 Hz 
Signal to Noise Ratio37 dB 37 dB 37 dB 37 dB 37 dB 36 dB 36 dB 36 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level4 dBmV  4 dBmV  3 dBmV  3 dBmV  3 dBmV  2 dBmV  1 dBmV  0 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID9228 9228 9228 9228 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level48 dBmV 47 dBmV 49 dBmV 50 dBmV 
Upstream Modulation[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 16QAM
 
[3] QPSK
[3] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords360925612 360306073 360315200 360323412 360300737 360300985 360304269 360332557 
Total Correctable Codewords11 16 59 33 35 20 52 127 
Total Uncorrectable Codewords500 1501 519 512 680 1529 1410 747 
Observer

Re: Random packet loss 3 techs have been out still no solution.

Thanks for the suggestion. I've turned off all cell phones in the house and restarted the modem for good measure. The packet loss doesn't seem to have gone anywhere. Any other possible solutions that I could try?