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terrant

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Intermittent packet loss in Hampton Roads

Kind of at my wits end. I live in an apartment and work, so getting a tech out to my place is kinda tough. Also I don't think it's going to help if they come in. Here's the problem

For a couple weeks now, since that round of bad storms, I've been having intermittent issues with dropped connections while online.  A little digging uncovered that the issue is intermittent packet loss..I lose about 5-10% of all packets. This isn't much, but it's enough to disrupt any kind of ongoing connection constantly.

I have a Xoom 5341, brand new and worked great. And I'm pretty sure it's not the modem. Here's the numbers straight from its config page:

Scanning start frequency: 999000000 Hz
Channel Frequency: 849000488 Hz 855001831 Hz 860998535 Hz 866999756 Hz
Modulation: 256 QAM 256 QAM 256 QAM 256 QAM
Signal strength: 2.2263 dBmV 1.9810 dBmV 1.8573 dBmV 1.3820 dBmV
Signal noise ratio: 37.356 dB 37.936 dB 37.936 dB 37.356 dB

Upstream
Channel Id: 4 1 2 3
Upstream Frequency: 35102000 Hz 20202000 Hz 23402000 Hz 28202000 Hz
Upstream bandwidth: 6400000 Hz 3200000 Hz 3200000 Hz 6400000 Hz
Transmission signal strength: 38.2900 dBmV 35.5000 dBmV 38.0000 dBmV 37.7900 dBmV

Upstream, down, and SNR all look fine to me. And the modem never loses lock. The only thing on the logs that look snotable is this:

6 06/17/13 21:53:10 R06.0 critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:26:5b:3c:cc:a0;CMTS-MAC=00:14:f1:eb:8d:76;CM-QOS=1.1;CM-VER=3.0;

And for the heck of it, been trying pings and tracerts all over the place. I can ping the modem hundreds of times without a single drop, so that tellsw me everything's fine up to the modem at the very leas. Signal levels seem to be fine too. I'm lost...and of course I've tried power cycling, bypassing the router, all the standard stuff. Any help is appreciated, thanks.

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KipK

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All the levels you can see are fine. The one you can't see, upstream SNR, is not. At least, not always. It dips down into the red zone every once in a while, which is tough to catch on diagnostics. It was 20.4 dB the first time I pulled your MAC, and the second time I refreshed, but now it's 30.7 and chances are it will be in that general area the next half-dozen times a tech pulls you up.

Which could mean there's either an intermittent RF interference source causing noise on your line, or there's a problem with signal amplification somewhere along the lines that feed your modem, or the modem itself has a problem. We're also seeing a warning about the number of power adjustments your modem is making, so the last two options are even stronger possibilities.

But basically, there are enough possible causes that we would need to put in a service call to track it down.

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