Random Packet Loss Throughout Day

Throughout the day I'll get large random packet loss causing me to disconnect from things. I have tried power cycling and factory resetting the modem many times. I just replaced it and upgraded to the XB8. I have removed splitters from the connection. The status on the settings all look within normal range. I've checked the coax cable and I don't see any significant kinks or bends in the line. I am on ethernet and there is 0 packet loss between my pc and the modem, and the disconnects also happen on wifi. I requested a tech to check it out but he just unplugged and replugged the cable outside and left within 10 minutes. I'm not sure where to go from here and how to fix this.

Screenshot 2024-08-04 111839.png

Downstream	Channel Bonding Value
Channel ID	25	13	14	15	16	17	18	19	20	21	22	23	24	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	159
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	579 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz	681 MHz	687 MHz	693 MHz	702000000
SNR	42.9 dB	42.9 dB	42.9 dB	43.1 dB	43.1 dB	43.0 dB	43.2 dB	43.0 dB	43.2 dB	43.0 dB	42.8 dB	43.1 dB	43.1 dB	42.9 dB	42.9 dB	42.9 dB	42.7 dB	42.9 dB	42.7 dB	42.6 dB	42.7 dB	42.6 dB	42.7 dB	42.2 dB	42.5 dB	42.6 dB	42.4 dB	42.4 dB	42.0 dB	42.1 dB	42.3 dB	42.0 dB	42.3 dB
Power Level	-3.2 dBmV	-3.2 dBmV	-3.6 dBmV	-3.3 dBmV	-3.3 dBmV	-3.5 dBmV	-3.2 dBmV	-3.4 dBmV	-3.0 dBmV	-3.3 dBmV	-3.5 dBmV	-2.8 dBmV	-3.1 dBmV	-3.2 dBmV	-3.2 dBmV	-3.2 dBmV	-3.4 dBmV	-3.3 dBmV	-3.4 dBmV	-3.8 dBmV	-3.6 dBmV	-3.8 dBmV	-3.6 dBmV	-4.0 dBmV	-4.0 dBmV	-3.7 dBmV	-4.2 dBmV	-4.2 dBmV	-4.1 dBmV	-4.4 dBmV	-4.2 dBmV	-4.6 dBmV	-3.3 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream	Channel Bonding Value
Channel ID	2	3	4	5	6
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz
Symbol Rate	5120	5120	5120	5120	2560
Power Level	47.8 dBmV	47.3 dBmV	47.8 dBmV	47.3 dBmV	46.8 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	25	13	14	15	16	17	18	19	20	21	22	23	24	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	159
Unerrored Codewords	693509207	3896325425	3944924394	4033150870	4033781623	4033844724	4033861855	3988840433	3988961088	4033894401	3945051989	3945066034	3989193929	3945043002	3945055121	3945071808	3945121042	4033588191	4033859828	3945162292	3941099949	3941120855	3941127502	4029887374	4001120735	4030015842	4030029015	4030042449	3982198585	4030066627	4030133209	4030127985	693509207
Correctable Codewords	86273652	5021	7046	14528	5400	6034	6092	48529	94733	5519	5642	4819	12031	4936	4793	4959	4134	44560	54968	45601	23430	18050	4295	24767	14298	3811	3712	3781	4716	3532	4295	4082	86273652
Uncorrectable Codewords	214830	11915	17962	36722	13397	14829	15570	59964	135417	14146	15234	13943	24759	12827	13881	14632	11160	75489	44904	170004	86585	59301	12162	82997	34239	11385	11036	11633	14864	10489	12224	11436	214830

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.81.21.97

Core Version:1.0

Model:CGM4981COM

Product Type:XB8

Flash Part:4096 MB

Download Version:Prod_22.2_d31 & Prod_22.2

Responses

XfinityThomasD

Official Employee

•

967 Messages

4 months ago

iusetheinternet Thanks for posting on our Forums. I appreciate you providing the steps that you've taken and am sorry to hear about the tech experience. We can help look further into this for you as well. Would you please send our team a direct message with your full name and full address?

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it.

0

EG

Expert

•

107.1K Messages

4 months ago

Made the thread public again....

@iusetheinternet @XfinityThomasD

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

0

W

Wilbos

11 Messages

4 months ago

You are probably experiencing packet loss at the server (several hops away from your residence) which many people have been reporting in various states in the past week alone. A simple packet/ping trace program can confirm where your packet loss is originating. If so, it is an Xfinity problem and there is nothing you can do about it.

0

Your Home Network

iusetheinternet

Random Packet Loss Throughout Day

Cable Modem

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XfinityThomasD

EG

Wilbos

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