Netgear Modem Packet Loss

[BW98321]

Hey all, so I started having connection issues with my phone calls dropping and people never hearing me during teleconferences while we've been remote which prompted me to buy an entirely new network. I got the Netgear CM1100 and a Netgear Velop WiFi6 system. Overall speeds are great but packet loss is a huge problem. 

I have ran multiple packet loss tests with the new set-up and while speeds are consistently at 750 + meg down the up speeds are somewhat slow and packet loss is all over the place from 1% to 20%. I have attached my error logs (tried an amplifier last night and it did not work which is some of errors) and my Modem Cable Connection.

Thanks to anyone who can assist or point me in the right direction.

[BW98321]

More pics

[BW98321]

Event Log

[plemans]

remove any splitters, attenuators, amplifiers from your line. 

Check the coax for bends, kinks, damange, old/cheap/bad connectors. 

If you do all that and are still getting these numbers, your isp needs to check your line. 

[BW98321]

Thanks for reply. I have no splitters, actuators, or amplifiers. The house is relatively new and had a completely separate cable line ran since internet was through 1 company and TV was through another so two different coaxial signals. I will try replacing the cable connection with a new coaxial cable and see what that does. How do my readings look on the modem?

[plemans]

Bad. 

Your downstream has a lot of errors, the channels aren't all locked.

Your upstream power levels are low. 

and your logs show signal issues. 

Which is why I said, the isp needs to check the line if your fixes don't help. Maybe they nicked it during install, didn't tighten it properly at the hub, or something else. 

[BW98321]

Thank you! Helps a ton. Calling them now.

[BW98321]

Since a tech can't get out here until next week I removed the splitter in the box outside making the connection from road straight to house. Do these look better? Note: The power levels of upstream went down but my packet loss is around 0% now and highest I've seen is 0.5% packet loss.

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure Status Comment Acquire Downstream Channel 543000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enable BPI+ IP Provisioning Mode Honor MDD IPv4 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 4 543000000 Hz 4.6 dBmV 40.9 dB 172039429 0 0 2 Locked QAM256 1 525000000 Hz 6.1 dBmV 42.2 dB 170774000 0 0 3 Locked QAM256 2 531000000 Hz 6.3 dBmV 42.2 dB 170777811 0 0 4 Locked QAM256 3 537000000 Hz 5.7 dBmV 41.9 dB 170781466 0 0 5 Locked QAM256 5 555000000 Hz 3.2 dBmV 40.8 dB 170784983 0 0 6 Locked QAM256 6 561000000 Hz 3.3 dBmV 41.2 dB 170788604 0 0 7 Locked QAM256 7 567000000 Hz 3.9 dBmV 41.7 dB 170792249 0 0 8 Locked QAM256 8 573000000 Hz 4.2 dBmV 41.6 dB 170796302 0 0 9 Locked QAM256 9 579000000 Hz 4.8 dBmV 41.6 dB 170799683 0 0 10 Locked QAM256 10 585000000 Hz 5.7 dBmV 41.3 dB 170804427 0 0 11 Locked QAM256 11 603000000 Hz 4.6 dBmV 41.0 dB 170808053 0 0 12 Locked QAM256 12 615000000 Hz 2.4 dBmV 40.6 dB 170812160 0 0 13 Locked QAM256 13 621000000 Hz 2.7 dBmV 40.7 dB 170815392 0 0 14 Locked QAM256 14 627000000 Hz 3.2 dBmV 40.9 dB 170819200 0 0 15 Locked QAM256 15 633000000 Hz 3.3 dBmV 41.2 dB 170822867 0 0 16 Locked QAM256 16 639000000 Hz 3.5 dBmV 41.0 dB 170826285 0 0 17 Locked QAM256 17 645000000 Hz 3.9 dBmV 41.2 dB 170830242 0 0 18 Locked QAM256 18 651000000 Hz 5.0 dBmV 41.2 dB 170834066 0 0 19 Locked QAM256 19 657000000 Hz 5.9 dBmV 41.3 dB 170837205 0 0 20 Locked QAM256 20 597000000 Hz 5.8 dBmV 41.4 dB 170841420 0 0 21 Locked QAM256 21 513000000 Hz 4.7 dBmV 41.7 dB 170845636 0 0 22 Locked QAM256 22 519000000 Hz 5.0 dBmV 41.8 dB 170849590 0 0 23 Locked QAM256 23 489000000 Hz 4.3 dBmV 41.7 dB 170850579 0 0 24 Locked QAM256 24 495000000 Hz 4.4 dBmV 41.9 dB 170850129 0 0 25 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 26 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 27 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 28 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 29 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 30 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 31 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 25 23800000 Hz 30.0 dBmV 2 Locked ATDMA 26 30300000 Hz 30.5 dBmV 3 Locked ATDMA 27 36800000 Hz 30.5 dBmV 4 Not Locked Unknown 0 0 Hz 0.0 dBmV 5 Not Locked Unknown 0 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked 0, 1, 2, 255 25 782000000 Hz 7.8 dBmV 39.8 dB 1468 ~ 2627 324082508 303941328 0 2 Not Locked 0, 255 0 0 Hz 1.2 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked Unknown 0 0 Hz 0 dBmV 2 Not Locked Unknown 0 0 Hz 0 dBmV

[vkdelta]

run the traffic for 1-2 hours and watch the "uncorrectable" counters on the 24 QAM channels. They need to be 0 (ideal) and or very low.

you had tens of thousand errors before.

[BW98321]

Since I plugged directly in my count is 0.

[plemans]

Your upstream power is pretty low. if you're still having issues, I'd have them check it. 

[BW98321]

Note: I do have 2 errors in my event log since I did the connection change:

Time	Priority	Description
2020-09-20, 04:26:29	Error (4)	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:22	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:18	Critical (3)	REG RSP not received;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:11	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:10	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;