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user_m1a223s

New Contributor

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6 Messages

Monday, January 2nd, 2023 8:42 PM

Noticeable Packet Loss

Modem: Netgear Gateway CM500-100NAS

Signal levels are all within good parameters

Hello! With the recent storms in the Bay Area, my network has been having packet loss. This loss has been noticeable with my internet usage.

The loss is roughly about 10%, which greatly affects my needs.

Here is a recent traceroute from a wired computer (no wireless)

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |  366 |  366 |    0 |    0 |    4 |    0 |
|                           96.120.91.205 -   11 |  258 |  231 |    8 |   76 |  405 |  123 |
|po-307-1204-rur102.fairfield.ca.sfba.comcast.net -   11 |  258 |  231 |    8 |   82 |  473 |  123 |
|be-303-rar01.fairfield.ca.sfba.comcast.net -   11 |  258 |  231 |    9 |   80 |  406 |  123 |
| be-397-ar01.hayward.ca.sfba.comcast.net -   12 |  254 |  226 |   10 |   80 |  407 |  125 |
|                            69.241.91.94 -   10 |  262 |  236 |   12 |   87 |  476 |  126 |
|                           142.251.70.43 -   10 |  262 |  236 |   12 |   87 |  477 |  126 |
|                         142.251.241.105 -   11 |  258 |  231 |   11 |   84 |  416 |  125 |
|               sfo03s32-in-f14.1e100.net -   12 |  254 |  226 |   12 |   82 |  409 |  126 |
|________________________________________________|______|______|______|______|______|______|

I've checked my coax connections and have reset/rebooted the modem several times to no avail. This was first noticed around 12/31/22 and is still ongoing.

Question

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Updated 

2 years ago

139

1

0

CC_Gina

Gold Problem solver

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421 Messages

2 years ago

Hi there @user_m1a223s! 

 

Thank you so much for the additional information with the traceroute! It sounds like you've done quite a bit of investigating to get this figured out already, so we'll be glad to look deeper into what's causing all the packet loss for you. Please use the following instructions to send us a direct message, so we can gather more information and determine next steps to get this resolved for you:

Credit to Residential Forum user @BruceW for this excellent explanation that has been modified for our Business Forums: "To send a "Direct Messaging" message to "Comcast Business":

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon:

 

 

  • or https://forums.businesshelp.comcast.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 "Comcast Business" there
  • - As you are typing a drop-down list appears. Select "Comcast Business" from that list
  • - An "Comcast Business" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it"


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