S33 Packet loss Xfinity

Question

S33 modem 3 months old. I am experienceing packet loss and lag that Xfinity cannot seem to figure out. I’m including a link to pingplotter data that appears to be showing the packet loss to be coming from hop 2. Is this my modem or is it Xfinity equipment?

Ping plotter data

What started all of this is that I’m getting packet loss and lag errors while inside the iRacing sim. I believe it is on the upload side as I’m not having any issues with seeing the other cars on track however other users are reporting that they are seiing my car blinking or disappearing at times.

Also in the modem has the following 2 errors in the event log that I’m not sure what they mean or if they even apply to the packet loss.

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=10:e1:77:95:3c:15;CMTS-MAC=00:90:f0:06:01:00;CM-QOS=1.1;CM-VER=3.1;

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=10:e1:77:95:3c:15;CMTS-MAC=00:90:f0:06:01:00;CM-QOS=1.1;CM-VER=3.1;

SURFboard Moderator · Accepted Answer

The event logs are about how the modem connects to the internet, and only your internet provider can fully understand them.

To check the cause of the lag and packet loss, have you tried plugging a computer directly into the modem using an Ethernet cable and running a ping test?
This can help show clearly what’s going wrong with the connection.

Also, check the cable signals levels within the modem, If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.

The cable signal levels displayed on the interface page reflect the signals being transmitted by your Internet Service Provider (ISP).

Please refer to the link below for instructions on how to check your cable signal levels:

https://arris.my.salesforce-sites.com/consumers/articles/knowledge/S33-Cable-Signal-Levels