Intermittent packet loss, issue not on my premises; 6 weeks ongoing, no resolution thus far.
Hello all. Bit of a lurker here on r/Spectrum, but I'd like to put a few thoughts on my issue out here for folks to ponder over with me.
TL;DR:
- T3/T4 errors, 5-15/day
- Regular 1-5% packet loss (including everything from first hop past the modem, to the greater internet) with occasional 2-5sec spikes of total packet loss, 1 or 2 an hour
- Signal levels at my house are textbook in the green; except that packet loss tests using the tech's handheld tester yields immediate packet loss
- "The node has been replaced" Not sure if they actually replaced my node, but maintenance HAS done extensive testing and work in my neighborhood
- Over 20 calls, 6 truck visits (2 came with 'supers + line techs), 3 modems, Numerous escalated tickets through phone CSR's -> Dispatch
- FCC informal complaint
Problem 1: The packet loss remains. Nothing has changed.
Problem 2: I filed the FCC complaint on Monday 1/6, truck #6 came Tuesday 1/7 with a supervisor and line techs. I called Friday 1/10 after not receiving any follow ups: My ticket AND FCC complaint had been marked as resolved, line is working.
I've since had another ticket escalated and got in touch with a tech supervisor, who has personally taken on my case. I told him of the issue with maintenance closing ALL of my tickets after marking them as 'resolved', and told him to keep on them and have them follow up with me.
I'll take care of the issues with maintenance and their management when I do a debrief with Corporate after my line is fixed when I close out my FCC complaint.
What I'd like from yall, reddit:
- Any ideas as to what's causing my (and others on my node) connection issues?
I found a few cases identical to mine, but only one was resolved: A guy in Austin in apartments had issues, someone 3 blocks away (presumably on a different node) was spewing interference on the line, which affected EVERYONE, but the interference could not be picked up at his apartment, only the packet loss... but, as he was the only one complaining, it took an FCC informal complaint to get his issues fixed. If it IS an RF issue, I presume it's a botched install or a uverse box nuking the line, but I don't know...
Posted Jan 12, 2020, 7:16 PM UTC · edited
What are your exact upstream and downstream signal ranges? Not that the tech assumes they’re ok. Because I’ve had techs go and say they’re ok, then when I get to the office to run tests, half come back negative.
I'm stuck with the new monolith modem (Ubee flavor) that I'd prefer to not disconnect for the sake of pingplotter consistency to use as ammo for the next call I have with Spectrum.
Of the 6 trucks that have visited, all have seen signal within spec. I never got details from any of the techs, but each gave that opinion after testing with their handheld device.
I'm beginning to suspect hardware failure either at an amplifier (since the node and all lines near my house have been replaced), or a failure of whatever generates the RF signal (be it CMTS or Node, not sure about current setups).