Basic Internet Connectivity And Modem Help

[Liesel08]

Hello this is my first post on the comcast help and support forum so im sorry if im not listing enough info to get my probelm solved.

Im currently experiencing a massive lag and intermittent drop outs in my connection, if i start playing a game online, im getting a lot of unresponsive gameplay i start running in place and is very frustrating.

I have taken a speedtest from speedtest.net here is the result, everything is fine with my download/upload speed.

http://www.speedtest.net/result/2103664181.png

Then took a Pingtest from Pingtest.net here is the result, and my packet loss is outrages.

http://www.pingtest.net/result/67531623.png

Im running windows vista 32 bit, with a Netgear WNR3000v3 with latest firware installed, i have done everything on the comcast page about fixing and boot reset thing, and have done dozens of virus/malware/spyware scans. My connection wasnt always like this, its been fine for over 6 years, a tech guy came over about half a year ago because i was having connection issues back then aswell but he managed to fix it, but since june or july my connection has been like this.

Please help me, this is really frustrating.

[Barmar]

have you checked your modem signal levels?

[EG]

Try getting them here; http://192.168.100.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

[Liesel08]

my Downstream power level is 369.000 MHz 1 dBmV, and upstream power level is 27.900 MHz 42 dBmV, and  the SNR is 39 dB.

[Liesel08]

Iam still having drop outs in my connection, will anyone help me with my issue? Im assuming its a packet loss issue, not 100% sure, iv checked all my firewall settings and they seem to be fine, (note, these drop outs recently started happening it wasnt always like this) iv done many virus/malware/spyware scans and nothing comes up, everything is clean. Please help me.

[EG · Accepted solution]

The stats as read at the modem level at that moment in time were o/k. But there are two additional signal stats which can't be read at the modem level. They can only be read from their end by them polling the CMTS (Cable Modem Termination System) at the local headend facility.

They are the 'Upstream Receive Power Level' and the 'Upstream uSNR' (upstream Signal To Noise Ratio). Both of these are as equally important in diagnosing connectivity issues as are the modem's stats.

You can call in and ask what these figures are. The Upstream Receive Power Level should fall within the range of -10dB to +10dB with 0dB being in the middle and perfect.

The Upstream SNR should be least 30dB, and the higher it is the better. You could have a noise ingress issue in the upstream path.