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    Just wondering if anyone has any solutions or tips with Packet Loss and Spectrum

    Posts: 3 Spectator
    edited May 16 in Community Support

    I'm on the Ultra Speed Tier and have a ES2251 Modem. My speed tests are good and either meet or exceed the speeds I'm supposed to get (600/600). I really notice the packet loss when using video conferencing, people have been complaining my audio goes in an out.

    So I tested using https://speed.cloudflare.com/ and I range from 0-60% packet loss, I don't see packet loss on every test. I also ran simple ping to Google and I do see timeouts (see below). I chatted with Spectrum, but all the Tech could say is everything looks good (levels etc...) on Spectrums side. I have tried direct wired connection between my PC and modem and still experience this.

    I was hoping to rule out the modem by swapping my own modem a Netgear Modem CM1100 (DOCSIS 3.1, 32X8 channel bonding and OFDM(A) 2x2) as a temp test and was told I couldn't without changing my plan to a lower one (never heard of this before, I used to be told that I wouldn't get advertised speeds, but I could use my own modem, so I guess this has changed).

    Anyway if anyone has any suggestions or next steps I would appreciate it.

    ping -t 8.8.8.8

    Pinging 8.8.8.8 with 32 bytes of data:
    Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
    Request timed out.
    Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=7ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
    Request timed out.
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=21ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=14ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=14ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=6ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Request timed out.
    Reply from 8.8.8.8: bytes=32 time=675ms TTL=116
    Request timed out.
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=7ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=7ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=19ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=7ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Reply from 8.8.8.8: bytes=32 time=10ms TTL=116
    Request timed out.

    Best Answers

    • Posts: 5,279 ✅ Verified Employee Moderator
      Answer ✓

      Hi @Tech20

      The "request timed out" reply is totally normal. It usually means it was just deprioritized.

      However, looking at your account information (using your registration information), I am seeing really excessive T3 timeouts (3300+) and signals out of range on your upstream frequency. Since the modem was just restarted two days ago, we recommend a service call at your earliest convenience. The signal issues would need to be addressed by an on site technician.

      If you would like us to help you set up a service call, please let us know your general availability.

      Thanks!

    • Posts: 3 Spectator
      Answer ✓

      Hi James,

      I'm working at home today so I will be around pretty much all day.

      Thanks.

    • Posts: 5,279 ✅ Verified Employee Moderator
      edited May 16 Answer ✓

      Awesome. I set up the first available appointment, which is today with an arrival between 12pm & 1pm (Central Time). Someone 18 or older will need to be present for the entire appointment. If this time does not work, you can use the My Spectrum App or log in to your My Account and select a different day or time. Notifications will be sent to your preferred communication method.

      Let us know how it goes, or if we can help with anything else. Thanks!

    • Posts: 5,279 ✅ Verified Employee Moderator
      Answer ✓

      Hi @Tech20 -

      Just wanted to check in and see how the appointment went. Looks like the signal levels are back to normal with no issues, except for a brief 5 minute blip around midnight last night.

      If you are still seeing an issue, or have any other questions, please let us know.

      Thanks!

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