I've been fighting with Comcast Business since May over some some very frustrating and sometimes crippling packet loss, and was wondering if anyone could provide advice/assistance on how to get it resolved.
I'm based in Indianapolis, IN. My modem is a Cisco DPC3939B. I have a wifi router behind it that I am etherneted into on my main PC.
The issue I'm having is about 1-2% packet loss that occurs at random times, normally for hours at a time. It's happened anywhere from morning, afternoon, evening, and in the wee hours of night. It's causing havoc with VoIP applications, gaming, and streaming. The interesting thing is the loss is only ever on my upload, aka it's garbling sentences I would say over skype, yet I can hear everyone else perfectly. This has happened randomly for hours at a time pretty much every day since May.
I've called comcast roughly 6 times now over the issue and they've yet to resolve it. Every time I've called the rep on the phone says he can easily see said packet loss between my modem and the node, and thus tries to send a tech out the next day or so. The first tech checked all my connections and said nothing was wrong. Second tech replaced the modem with the one I have currently and couldn't find anything. Third tech checked everything again and changed splitters outside to no avail. Fourth tech ran a new coax line from my modem to the outside (and didn't bother checking anything else for some reason). Fifth tech changed something with the node itself that he wasn't so great with explaining what he actually did and said there was noise on the node causing my problems. He said that maintenance would be looking into it. After some time I called again to have a 6th tech come out and recheck everything only to tell me again that he believes its noise on the node and that he would monitor it over the next few days. (He also explained to me about how this node was in Comcast's top 150 problem nodes...) Unfortunately luck would have it that the problem hasn't reared itself while any of the techs were here. Both the last two techs have stated the problem definitely isn't on my end.
Problem still hasn't been fixed and after a few survey calls of people trying very eagerly to close my ticket without actually resolving anything, I'm at my wits end.
I regularly run ping/traceroute tests using WinMTR when I start to notice the problem happening, and it shows a 1-2% loss with an average of 70 ping with lots of 1-4k spikes starting at the WAN gateway.
I've ensured it's not an issue on my end by even taking my wifi router off the modem and hooking my PC directly into it, tried different devices, tried different cables, even tried to have them put the modem into bridge mode at one point, but nothing has changed the issue.
Anyone got any advice/help?
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