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user_d5wvmp
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Monday, January 12th, 2026 4:09 PM

Packet Loss

Hi, 

I have been experiencing packet loss and intermittent connection drops (once a day) since there was maintenance done in my area around 10/22/25 - 11/6/25.

I do not believe it is related to my equipment as I was using the same equipment next door without issues before moving into the neighbor's house. 

I have replaced the ethernet cables and reset router / modem to default settings; however, I am unable to resolve this myself. 

Would it be possible to have a technician check the outside lines and assist with the investigation?

Modem: Nighthawk CM2000
Router: Asus ROG Rapture GT-AC2900

Thank you!

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12 days ago

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XfinityJustinC

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2K Messages

19 days ago

Hello, @user_d5wvmp thank you for reaching out over Xfinity Forums. Working from home myself, I completely understand the importance of having your home network running properly. With being newer to the forum I understand if you're not familiar with the process, since this is a community spot there may be delays before you are contacted by an employee. Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

I'd definitely like to continue investigating and appreciate the equipment information, and see the CM2000 is on the certified modem list:

https://www.xfinity.com/support/devices/

I know you had mentioned some previous maintenance work, have you checked the helpful status center:

https://www.xfinity.com/support/status or Xfinity App to see if there are any reported issues or run self-help troubleshooting to see if the system can detect any concerns? 

We also have this great post that can be referrenced for some great tips, as well as see what the equipment signal levels are supposed to be, and how you can check your equipment signal levels to compate: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0

- Have you happened to have checked your signal levels to see if the upstream or downstream are within the proper range? 

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user_d5wvmp

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Hi @XfinityJustinC​ ! Sorry about the direct message. 


I was not able to find any useful information when troubleshooting from the self-help pages and there are no reported issues.

I am seeing normal download and upload speeds most of the day; however, working from home I do notice packet loss during meetings and sometimes a temporary loss of signal.

I do see occasional "Request timed out" when running "Ping google.com -t". I can post this information once it happens again.

After inspecting the logs on the CM2000 modem, I believe the line from the street into the house could be problematic due to this error: 

Downstream power is poor (16.6dBmV). The recommended level is between -10dBmV to 10dBmV.

I researched the Xfinity forums for resolution and tried to use a -6 dB attenuator pad, but this did not impact the performance. 

Here is the full page of info from my Modem to assist from the investigation: 

Cable Diagnostic

Status: Poor

Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
[Downstream Power Level]
Try these actions (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required splitters.

CM Status: Good

Downstream Status: Bad

    Partial Service: Poor
    Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.

    Downstream Power Level: Bad
    Downstream power is poor (16.0dBmV). The recommended level is between -10dBmV to 10dBmV.

    Downstream SNR Level: Good

Upstream Status: Good

    Upstream Power Level: Good


Current Time: Wed Jan 14 14:13:05 2026

Startup Procedure
Acquire Downstream Channel: 495000000 Hz  Locked
Connectivity State:          OK       Operational
Boot State:                  OK       Operational
Security:                   Enabled   BPI+
IP Provisioning Mode:       Honor MDD   IPv6 only


Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID  Frequency     Power    SNR   Correctables Uncorrectables     
      1     Locked     QAM256     20     495000000 Hz     6.7     42.6     0     0
      2     Locked     QAM256     13     453000000 Hz     6.3     42.4     0     0
      3     Locked     QAM256     14     459000000 Hz     6.4     42.4     0     0
      4     Locked     QAM256     15     465000000 Hz     6.5     42.4     0     0
      5     Locked     QAM256     16     471000000 Hz     6.6     42.5     0     0
      6     Locked     QAM256     17     477000000 Hz     6.7     42.6     0     0
      7     Locked     QAM256     18     483000000 Hz     6.7     42.6     0     0
      8     Locked     QAM256     19     489000000 Hz     6.7     42.6     0     0
      9     Locked     QAM256     21     501000000 Hz     6.7     42.6     0     0
     10     Locked     QAM256     22     507000000 Hz     6.7     42.6     0     0
     11     Locked     QAM256     23     513000000 Hz     6.7     42.7     0     0
     12     Locked     QAM256     24     519000000 Hz     6.7     42.7     0     0
     13     Locked     QAM256     25     525000000 Hz     6.7     42.6     0     0
     14     Locked     QAM256     26     531000000 Hz     6.8     42.7     0     0
     15     Locked     QAM256     27     537000000 Hz     6.7     42.6     0     0
     16     Locked     QAM256     28     543000000 Hz     6.8     42.6     0     0
     17     Locked     QAM256     29     549000000 Hz     6.9     42.4     0     0
     18     Locked     QAM256     30     555000000 Hz     7.1     42.6     0     0
     19     Locked     QAM256     31     561000000 Hz     7.4     42.8     0     0
     20     Locked     QAM256     32     567000000 Hz     7.9     43.1     0     0
     21     Locked     QAM256     33     573000000 Hz     8.4     43.3     0     0
     22     Locked     QAM256     34     579000000 Hz     8.8     43.4     0     0
     23     Locked     QAM256     35     585000000 Hz     9.2     43.6     0     0
     24     Locked     QAM256     36     591000000 Hz     9.6     43.7     0     0
     25     Locked     QAM256     37     597000000 Hz     10     43.8     0     0
     26     Locked     QAM256     38     603000000 Hz     10.5     44     0     0
     27     Locked     QAM256     39     609000000 Hz     11.2     44.2     0     0
     28     Locked     QAM256     40     615000000 Hz     11.7     44.3     0     0
     29     Locked     QAM256     41     621000000 Hz     12.5     44.5     0     0
     30     Locked     QAM256     42     627000000 Hz     13.4     44.6     0     0
     31     Locked     QAM256     43     633000000 Hz     14.6     44.9     0     0
     32     Locked     QAM256     44     639000000 Hz     16     44.6     0     0

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA     20       5120 Ksym/sec       35600000 Hz       46.8 dBmV
      2       Locked       ATDMA     18       5120 Ksym/sec       22800000 Hz       46.5 dBmV
      3       Locked       ATDMA     19       5120 Ksym/sec       29200000 Hz       46.5 dBmV
      4       Locked       ATDMA     17       5120 Ksym/sec       16400000 Hz       46.5 dBmV
      5       Not Locked       Unknown      0       0       0       0.0
      6       Not Locked       Unknown      0       0       0       0.0
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     193     690000000 Hz     3.88 dBmV     37.9 dB     388 ~ 3707     14438062     13294003     19392
      2     Locked     0 ,1 ,2 ,3     194     957000000 Hz     7.68 dBmV     41.7 dB     148 ~ 3947     16031242     9712703     0

Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Not Locked     0      0     0 Hz     0 dBmV
      2     Not Locked     0      0     0 Hz     0 dBmV

Event Log
         Time               Priority     Description
Wed Jan 14 14:13:06 2026     Warning (5)     MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:12:09 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:12:06 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:11:37 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:11:34 2026     Warning (5)     MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:11:26 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:11:04 2026     Warning (5)     MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:10:50 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jan 14 14:10:42 2026     Warning (5)     MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
 

(edited)

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19 days ago

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XfinityJustinC

Official Employee

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2K Messages

@user_d5wvmp no need to apologize about sending the direct message, I understand wanting to get assistance faster. I just want to ensure your profile and Xfinity Forums access wouldn't be negatively affected for rule violations in the future. 

Thank you for the screenshots of the modem logs and additional information of when you seem to notice the loss during meetings. And the update that you've already replaced Ethernet cables as well from your original reply. 


I apologize if I have overlooked this reply from you: 


- Have you checked the Xfinity App or Status center to see if there are any reported issues with your area equipment or home network? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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19 days ago

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user_d5wvmp

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@XfinityJustinC​ 

Status center did report an issue yesterday and I was eventually able to get a tech visit scheduled for later today; however, Xfinity called me today to report that there are no issues and they wanted to cancel, so I am afraid that the tech will say the same. 

I will report back.

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18 days ago

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XfinityRoberto

Official Employee

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2.1K Messages

Ok, thank you so much for the update. Please keep us posted. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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18 days ago

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user_d5wvmp

Visitor

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5 Messages

@XfinityRoberto​

@XfinityJustinC​ 


Status Update:


The technician ran tests and confirmed there was an issue. He replaced the lines from the telephone pole to the house as they were old.


The parts on the telephone pole were also damaged by weather and repaired / replaced this morning.


The speeds look great and there appears to be minimal "requests timed out" when pinging google.com via CMD. 


I will do some testing over the next few days; however, the modem does still show an error related to the downstream status which concerns me.


Downstream power is poor (15.0dBmV). The recommended level is between -10dBmV to 10dBmV.


I will post logs here for reference and follow up after a couple days of testing. 


Please let me know if there are any recommended next steps in the mean time or if additional information is needed.

Cable Diagnostic

Status: Poor

Action:
[Downstream Power Level]
Try these actions (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required splitters.
4) Contact your service provider for troubleshooting help.

CM Status: Good

Downstream Status: Poor

    Downstream Power Level: Poor
    Downstream power is poor (15.0dBmV). The recommended level is between -10dBmV to 10dBmV.

    Downstream SNR Level: Good

Upstream Status: Good

    Upstream Power Level: Good


Current Time: Fri Jan 16 11:52:09 2026

Startup Procedure
Acquire Downstream Channel: 495000000 Hz  Locked
Connectivity State:          OK       Operational
Boot State:                  OK       Operational
Security:                   Enabled   BPI+
IP Provisioning Mode:       Honor MDD   IPv6 only


Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID  Frequency     Power    SNR   Correctables Uncorrectables     
      1     Locked     QAM256     20     495000000 Hz     14.6     44.4     131     372
      2     Locked     QAM256      1     381000000 Hz     12.9     43.7     508     2342
      3     Locked     QAM256      2     387000000 Hz     12.9     43.8     593     2334
      4     Locked     QAM256      3     393000000 Hz     12.8     43.7     667     2743
      5     Locked     QAM256      4     399000000 Hz     12.8     43.7     566     2229
      6     Locked     QAM256      5     405000000 Hz     13     43.8     726     3106
      7     Locked     QAM256      6     411000000 Hz     13     43.7     865     3418
      8     Locked     QAM256      7     417000000 Hz     13.1     43.9     820     3240
      9     Locked     QAM256      8     423000000 Hz     13.2     43.9     315     1244
     10     Locked     QAM256      9     429000000 Hz     13.3     44     97     75
     11     Locked     QAM256     10     435000000 Hz     13.4     44     334     1303
     12     Locked     QAM256     11     441000000 Hz     13.5     44.1     886     4271
     13     Locked     QAM256     12     447000000 Hz     13.7     44.1     376     1645
     14     Locked     QAM256     13     453000000 Hz     13.8     44.2     1453     7078
     15     Locked     QAM256     14     459000000 Hz     14     44.2     568     2247
     16     Locked     QAM256     15     465000000 Hz     14.2     44.3     620     2702
     17     Locked     QAM256     16     471000000 Hz     14.3     44.4     496     2010
     18     Locked     QAM256     17     477000000 Hz     14.5     44.4     231     930
     19     Locked     QAM256     18     483000000 Hz     14.5     44.5     587     2771
     20     Locked     QAM256     19     489000000 Hz     14.5     44.4     614     2640
     21     Locked     QAM256     21     501000000 Hz     14.6     44.5     626     2916
     22     Locked     QAM256     22     507000000 Hz     14.6     44.4     683     2766
     23     Locked     QAM256     23     513000000 Hz     14.7     44.4     27     68
     24     Locked     QAM256     24     519000000 Hz     14.6     44.4     49     46
     25     Locked     QAM256     25     525000000 Hz     14.6     44.4     39     52
     26     Locked     QAM256     26     531000000 Hz     14.6     44.3     54     43
     27     Locked     QAM256     27     537000000 Hz     14.5     44.3     610     2836
     28     Locked     QAM256     28     543000000 Hz     14.4     44.1     740     3079
     29     Locked     QAM256     29     549000000 Hz     14.4     44.1     631     2893
     30     Locked     QAM256     30     555000000 Hz     14.4     44.1     1986     7646
     31     Locked     QAM256     31     561000000 Hz     14.6     44.1     31     72
     32     Locked     QAM256     32     567000000 Hz     15     44.2     668     3240

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA     19       5120 Ksym/sec       29200000 Hz       40.5 dBmV
      2       Locked       ATDMA     18       5120 Ksym/sec       22800000 Hz       40.5 dBmV
      3       Locked       ATDMA     17       5120 Ksym/sec       16400000 Hz       40.5 dBmV
      4       Locked       ATDMA     20       5120 Ksym/sec       35600000 Hz       40.5 dBmV
      5       Not Locked       Unknown      0       0       0       0.0
      6       Not Locked       Unknown      0       0       0       0.0
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     193     690000000 Hz     16.38 dBmV     44.0 dB     388 ~ 3707     46005740     16846253     6197
      2     Locked     0 ,1 ,2 ,3     194     957000000 Hz     16.88 dBmV     43.6 dB     148 ~ 3947     46792994     11530355     4657

Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Not Locked     0      0     0 Hz     0 dBmV
      2     Not Locked     0      0     0 Hz     0 dBmV

Event Log
         Time               Priority     Description
Fri Jan 16 11:35:39 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jan 16 11:30:02 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 22; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jan 16 11:29:53 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jan 16 11:29:23 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 23; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jan 16 11:27:59 2026     Notice (6)     CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
 

(edited)

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17 days ago

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