Problem with modem downstreams

[Synboxin]

So long story short, my internet has a non stop 5-10% packet loss. I keep telling my ISP but like most workers there they don't know how to fix it. So basically I have a 32 channel modem. About 2-4 of them will go down and when that happens my internet is horrible. I'll get a non stop 5-10% packet loss. What would cause this to happen? Would it be a problem with the actual modem being messed up, or would that lead to the box outside my house, or something on their end? Any information that I can use to explain to them would be really helpful. Also another small bit of information. The next downstream after the ones that drop I get a TON of uncorrectables and when I mean a ton I mean millions.

[Tabs]

6 minutes ago, Synboxin said:

So long story short, my internet has a non stop 5-10% packet loss. I keep telling my ISP but like most workers there they don't know how to fix it. So basically I have a 32 channel modem. About 2-4 of them will go down and when that happens my internet is horrible. I'll get a non stop 5-10% packet loss. What would cause this to happen? Would it be a problem with the actual modem being messed up, or would that lead to the box outside my house, or something on their end? Any information that I can use to explain to them would be really helpful. Also another small bit of information. The next downstream after the ones that drop I get a TON of uncorrectables and when I mean a ton I mean millions.

 

The first thing to do is to try to reduce as many possible sources of interference from within your home that could be affecting those downstream bonds on your cable modem.

 

Move your modem directly to the line in at your home, and see what kind of dBM and attenuation errors you get. Be sure there are no other devices on the line, no splitters, tv boxes, etc. If it's just as bad, take a note of the frequencies that are being impacted and check that there are no local devices injecting frequencies into the power in your home. Try a different coax.

 

If nothing changes, then that suggests that it may be interference from outside your home, and it needs to be something your ISP investigates.

[Synboxin]

20 minutes ago, Tabs said:

 

The first thing to do is to try to reduce as many possible sources of interference from within your home that could be affecting those downstream bonds on your cable modem.

 

Move your modem directly to the line in at your home, and see what kind of dBM and attenuation errors you get. Be sure there are no other devices on the line, no splitters, tv boxes, etc. If it's just as bad, take a note of the frequencies that are being impacted and check that there are no local devices injecting frequencies into the power in your home. Try a different coax.

 

If nothing changes, then that suggests that it may be interference from outside your home, and it needs to be something your ISP investigates.

Alright now I have a direct cable from my room to the box. It's not on any splitters or shared or anything. We've had the coax cable replaced. All new cables in the house all the way to the box. "check that there are no local devices injecting frequencies into the power in your home" how would I go about doing that?

[Tabs]

3 minutes ago, Synboxin said:

Alright now I have a direct cable from my room to the box. It's not on any splitters or shared or anything. We've had the coax cable replaced. All new cables in the house all the way to the box. "check that there are no local devices injecting frequencies into the power in your home" how would I go about doing that?

It's hard to check really, but if you have any powerline ethernet devices, those are the main culprits. Noisy power supplies with bad EMF protection are a close second, and the closer they are physically to your modem the more pronounced the effect is likely to be.

[Synboxin]

18 minutes ago, Tabs said:

It's hard to check really, but if you have any powerline ethernet devices, those are the main culprits. Noisy power supplies with bad EMF protection are a close second, and the closer they are physically to your modem the more pronounced the effect is likely to be.

Well with the whole noisy power supplies, the fact everything was ok until recently and I haven't got anything new since then, none of that should be a problem right? Also no powerline ethernet devices. Just a basic setup our modem to the router, and 2 ethernets into the router. One for the desktop and another for my console.

[Tabs]

20 minutes ago, Synboxin said:

Well with the whole noisy power supplies, the fact everything was ok until recently and I haven't got anything new since then, none of that should be a problem right? Also no powerline ethernet devices. Just a basic setup our modem to the router, and 2 ethernets into the router. One for the desktop and another for my console.

It sounds like it might be an issue your ISP has to look into then.

 

I don't know where you live of course, but I had this exact same problem - my cable connection only has 8 channels, and two were super noisy, causing dropouts, packet loss and an overall terrible experience. The ISP came out and realised some kind of component at the local CMTS was misbehaving.

[Donut417]

9 hours ago, Synboxin said:

So long story short, my internet has a non stop 5-10% packet loss. I keep telling my ISP but like most workers there they don't know how to fix it. So basically I have a 32 channel modem. About 2-4 of them will go down and when that happens my internet is horrible. I'll get a non stop 5-10% packet loss. What would cause this to happen? Would it be a problem with the actual modem being messed up, or would that lead to the box outside my house, or something on their end? Any information that I can use to explain to them would be really helpful. Also another small bit of information. The next downstream after the ones that drop I get a TON of uncorrectables and when I mean a ton I mean millions.

If 2-4 down stream channels are going down then its most likely interference. Possibly outside your home. If you look at the frequencies these down stream channels use, you might be able to track down the thing causing interference. Remember the cable co uses the same bands as broadcast TV and cellular providers to name a few. If there is a damaged line in one of your neighbors houses or out on the pole directly then that can cause issues. Id check to see if any of your neighbors are also having issues that will help narrow it down. 

 

The easiest way to check for interference is check the uncorrectable error counts for each channel. If you notice it high on select channels, then you should be able to spot what frequencies they are using. Then a small internet search will be able to tell you want those frequencies are used for. Once you have that info, you can pass it along to your ISP. If that fails, file an FCC complaint as Cable Co's are required to fix this type of issue. Not sure who your ISP is, but some ISP's offer support over at DSLreports.com, I found getting support for Xfinity is much better there then calling them.