Issues with the Netgear CG3000DCR - surprised?

[madmann26]

So,

I was originally a Comcast home user and migrated to Comcast business.

While I was a home customer, I had an Arris CM820A modem that worked without issue.

Since being on Comcast business, I have had nothing but problems with the Netgear. Here are my issues:

1. Periodic packet loss

2. Sub-optimal web surfing. It's slow and pages never load

3. I use a VOIP phone for work. This makes my phone useless.

I had a scheduled appointment for today and I had to cancel because Comcast cannot supply me with a working modem (SMC is what I requested) and business support cannot get my Arris to work.

Fine.

I will be moving back to ATT UVerse next week. At least their service is stable.

You have my contact information. If you care about me as a customer. Call and speak with me. 

[kraze]

This is mainly a customer to customer forum. While there are Comcast employees here it's best to contact Comcast directly. I also don't recommend posting your account number on a public forum. 

Lets go over your setup. Do you have splitters on the path or is there a router in play? When you notice the packet loss is it to everywhere or just a few specific IPs? Does the modem require a reboot or does it resolve itself after a few minutes?

Next time it happens head over to http://10.1.10.1/ and post your modems signal levels so we can take a look. Posting one while the issue happens and another after it's been resolved would be good. 

[madmann26]

Ok,

I'll dance.

1. No splitters. There was a fresh RG6 pulled when I became a Comcast home customer.

2.This happens on any computer whether on wireless or directly connected to the back of the Netgear.

3. A reboot does solve the problem for a few days.

Again, I didn't have any issues while I was a Comcast home customer. It was only when I moved to the Business service did this become an issue. The business service even uses the same run. Only the modem is different.

Here is the modem info, this is currently working fine (since the reboot about an hour ago)

CABLE MODEM

Initialization Procedure

Initialize Hardware	Complete
Acquire Downstream Channel	Complete
Upstream Ranging	Complete
DHCP Bound	Complete
Set Time-of-Day	Complete
Download CM Configuration File	Complete
Registration	Complete

REGISTRATION COMPLETE

Downstream Channel

Downstream Frequency	615000000 Hz	573000000 Hz	579000000 Hz	585000000 Hz	591000000 Hz	597000000 Hz	603000000 Hz	609000000 Hz
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Symbol Rate	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec
Downstream Power	-1.5 dBmV	-1.1 dBmV	-1.4 dBmV	-1.5 dBmV	-1.8 dBmV	-1.8 dBmV	-1.5 dBmV	-1.6 dBmV
SNR	40.3 dBmV	40.3 dBmV	40.3 dBmV	39.9 dBmV	39.9 dBmV	39.9 dBmV	40.3 dBmV	40.3 dBmV

Upstream Channel

Upstream Frequency	34800000 Hz	27900000 Hz	21000000 Hz	0 Hz
Lock Status	Locked	Locked	Locked	Not Locked
Modulation	ATDMA	ATDMA	ATDMA	Unknown
Symbol Rate	5120 sym/sec	5120 sym/sec	5120 sym/sec	0 sym/sec
Upstream Power	42.7 dBmV	42.7 dBmV	42.7 dBmV	0 dBmV

[kraze]

Your signal looks good. Try to get that same output when the problem is occurring. This could help us see what's going on. 

[madmann26]

So it's happening now,

Here is the modem info:

CABLE MODEM

Initialization Procedure

Initialize Hardware	Complete
Acquire Downstream Channel	Complete
Upstream Ranging	Complete
DHCP Bound	Complete
Set Time-of-Day	Complete
Download CM Configuration File	Complete
Registration	Complete

REGISTRATION COMPLETE

Downstream Channel

Downstream Frequency	615000000 Hz	573000000 Hz	579000000 Hz	585000000 Hz	591000000 Hz	597000000 Hz	603000000 Hz	609000000 Hz
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Symbol Rate	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec	5.360537 Msym/sec
Downstream Power	-1.5 dBmV	-1.1 dBmV	-1.4 dBmV	-1.4 dBmV	-1.7 dBmV	-1.8 dBmV	-1.5 dBmV	-1.5 dBmV
SNR	39.9 dBmV	40.3 dBmV	40.1 dBmV	39.8 dBmV	39.9 dBmV	39.8 dBmV	40.1 dBmV	40.3 dBmV

Upstream Channel

Upstream Frequency	34800000 Hz	27900000 Hz	21000000 Hz	0 Hz
Lock Status	Locked	Locked	Locked	Not Locked
Modulation	ATDMA	ATDMA	ATDMA	Unknown
Symbol Rate	5120 sym/sec	5120 sym/sec	5120 sym/sec	0 sym/sec
Upstream Power	42.0 dBmV	42.0 dBmV	42.0 dBmV	0 dBmV

I'm running WinMTR overnight. I'll post the results tomorrow.

[kraze]

Those levels look good. Just as a test, try switching to a different port on the modem and taking that port off auto and automatically assigning it 1000/full duplex. 

[madmann26]

Here are my WinMTR results from overnight:

WinMTR statistics

Host	%	Sent	Recv	Best	Avrg	Wrst	Last
10.1.10.1	1	25379	25377	1	27	3997	8
c-71-204-80-1.hsd1.ga.comcast.net	1	25206	25176	6	60	4503	42
xe-11-1-0-32767-sur01.g3lilburn.ga.atlanta.comcast.net	1	25303	25287	5	42	4273	20
xe-11-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.net	1	25280	25259	6	46	4894	21
he-5-15-0-0-11-cr01.56marietta.ga.ibone.comcast.net	1	25276	25252	7	47	4052	29
as15169-1-c.56marietta.ga.ibone.comcast.net	1	24973	24870	7	44	4905	14
72.14.233.56	1	25239	25205	7	48	4894	19
66.249.94.24	1	25281	25259	7	48	4894	31
209.85.248.31	1	25290	25271	7	48	4894	67
No response from host	100	5124	0	0	0	0	0
google-public-dns-a.google.com	1	25293	25274	7	43	4895	15

[madmann26]

Here are my ping results from overnight:

Ping statistics for 8.8.8.8:
Packets: Sent = 26017, Received = 25985, Lost = 32 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 3974ms, Average = 40ms

[madmann26]

Here is a fresh WinMTR

WinMTR statistics

Host	%	Sent	Recv	Best	Avrg	Wrst	Last
10.1.10.1	0	130	130	1	196	3002	2
c-71-204-80-1.hsd1.ga.comcast.net	0	130	130	15	225	3004	29
xe-11-1-0-32767-sur01.g3lilburn.ga.atlanta.comcast.net	0	130	130	9	207	3013	11
xe-11-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.net	0	130	130	11	219	3012	21
he-5-14-0-0-11-cr01.56marietta.ga.ibone.comcast.net	0	130	130	13	221	3003	37
as15169-1-c.56marietta.ga.ibone.comcast.net	0	130	130	12	219	3003	31
72.14.233.56	0	130	130	10	212	3004	30
66.249.94.20	0	130	130	13	221	3003	32
209.85.253.90	0	130	130	11	222	3005	35
No response from host	100	28	0	0	0	0	0
google-public-dns-a.google.com	0	130	130	8	211	3009	32

I'm not sure how Comcast expects to work with this. VOIP is useless.

[kraze]

That's definitely odd and it's hard to say if your issue is with the modem. I know have similar issues and a new modem hasn't helped, but it wouldn't hurt to change it out. 

Generally, if you just call a tech out and ask that he replaces the modem he'll just pop in an SMC. 

[madmann26]

Thank kraze,

I tried that already and had to cancel the appointment because the tech told me there weren't any SMC's around.

fine.

Here is a fresh WinMTR this morning.

Host	%	Sent	Recv	Best	Avrg	Wrst	Last
10.1.10.1	7	1914	1782	1	134	4005	4
c-71-204-80-1.hsd1.ga.comcast.net	8	1884	1749	9	170	4046	27
xe-11-1-0-32767-sur01.g3lilburn.ga.atlanta.comcast.net	7	1899	1767	9	158	4047	14
xe-11-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.net	8	1899	1766	9	159	4042	13
he-5-14-0-0-11-cr01.56marietta.ga.ibone.comcast.net	8	1885	1748	10	156	4051	20
as15169-1-c.56marietta.ga.ibone.comcast.net	8	1895	1760	9	154	4048	22
72.14.233.56	8	1889	1754	9	160	4042	30
66.249.94.24	7	1903	1771	8	158	4002	39
209.85.248.31	8	1887	1751	8	157	4054	25
No response from host	100	503	0	0	0	0	0
google-public-dns-a.google.com	8	1891	1755	8	154	4044	35

[kraze]

Have you had them replace it with another Netgear? It's very possible you just have a bad one. Though, if you are still seeing consistent packet loss to everything, you should have a tech out anyways so he can check everything else. 

Whether your issue is related to that or not, you'll need them to do the basics before you'll have any real chance of escalation.

[madmann26]

kraze,

Thanks for your insight thus far, it's appreciated. I do have another escalation path and I used it yesterday with the Executive Customer Service team and basically gave them my data, what I would like (honestly, I just asked for an SMC modem) and they responded this morning with this:

***********************

Good Morning

I’m writing to you in regards to a Corporate Escalation I received today.

After reviewing the Escalation I understand that you have been having service related problems with the internet and the netgear modem. I also understand that you have tried to change out the modem to the SMC but were told there is no more in stock and at this time you would like to have the account disconnected.

At this time I do apologize for everything you have been through and I can send you out the disconnect paperwork and have the account closed under the 30 day policy if you would like. Please let me know if that’s what you would like at this time so I can get the paper work sent out.

Again I apologize for any problems this has caused.

Thanks

Kyle Strzelecki

Comcast Business Services

Executive Support Line  Agent

500 Enterprise RD

Horsham, Pa 19044

*********************************

At the moment, things do appear to be a bit better, though, after the above response and subsequent voluntary service termination documents, I'm disconnecting service, I'm done. 

Host	%	Sent	Recv	Best	Avrg	Wrst	Last
10.1.10.1	0	1234	1234	1	29	2984	2
c-71-204-80-1.hsd1.ga.comcast.net	0	1232	1232	8	58	2990	27
xe-11-1-0-32767-sur01.g3lilburn.ga.atlanta.comcast.net	0	1232	1232	5	44	2996	14
xe-11-1-3-0-ar01.b0atlanta.ga.atlanta.comcast.net	0	1232	1232	6	47	2998	20
he-5-12-0-0-11-cr01.56marietta.ga.ibone.comcast.net	1	1228	1227	8	49	2986	24
as15169-1-c.56marietta.ga.ibone.comcast.net	0	1233	1233	7	47	2985	12
72.14.233.56	1	1228	1227	9	49	2982	20
66.249.94.20	0	1232	1232	8	49	2988	24
209.85.253.90	1	1229	1228	8	47	2993	21
No response from host	100	249	0	0	0	0	0
google-public-dns-b.google.com	0	1233	1233	8	47	2993	12

I would have thought there would have been an attempt to at least help me but there wasn't and I'm ok with that. This business service is horrible.

[SpaceCowboy]

Madman I too am having the excat same issues. I too have done extensive testing, and when talking to Comcast only to be told that they have no SMC cable modems. I am posting my WinMTR report too:

Host	%	Sent	Recv	Best	Avrg	Wrst	Last
10.1.10.1	3	1032	1005	0	167	3986	0
96.120.40.69	3	913	886	3	210	4524	7
te-8-2-ur02.epointe.mi.michigan.comcast.net	3	938	912	5	209	4524	19
te-0-10-0-6-ar01.pontiac.mi.michigan.comcast.net	3	928	903	5	219	4931	15
he-4-3-0-0-cr01.350ecermak.il.ibone.comcast.net	3	935	911	13	229	4930	26
he-0-12-0-1-pe04.350ecermak.il.ibone.comcast.net	3	933	909	13	228	4939	17
as15169-2-c.350ecermak.il.ibone.comcast.net	8	521	482	11	346	4932	1438
209.85.255.26	46	148	81	0	628	4805	1273
72.14.237.133	3	933	909	11	228	4937	22
72.14.232.141	3	879	853	22	243	4936	31
216.239.46.191	3	896	871	21	244	4938	32
No response from host	100	76	0	0	0	0	0
google-public-dns-a.google.com	3	904	879	21	239	4936	32

[madmann26]

Yep,

This service is absoultely horrid. Last night, the "event" was happening. Here is what I discovered:

1. I could ping anywhere outside the router

2. I could NOT websurf. I use hardcoded DNS servers. 8.8.8.8, 4.2.2.2 and the OpenDNS servers.

I did a packet-capture and the pcap was filled up with TTL exceeded, which explains the web surfing issue. Below is the link to the pcap should anyone need/want to look it over.

https://www.dropbox.com/s/g8869j84z3vl0ty/ttl-exceeded-comcast.pcapng