Hi
Area 31. Using Router in Modem Mode.
Wired PCs over giga-ethernet.
For the past few months we've been having horrendous lag-spikes/packet loss/ping issues.
In games like Overwatch with their Shift-Ctrl-N for detailed networking you can see the 100% loss - manifests as huge rubber banding or sometimes even disconnects. thinkbroadband makes it look not too bad (I've had a lot worse with red packet loss before on virgin), but it's very real, and making me think of switching 
Related perhaps is our video performance. Netflix, Youtube etc very often refuse to go beyond their min bitrate (ie yt = 360p video) - after a second you'd expect it to go to 1080p; it never does. If you force it to 1080p/4k it will then stay there, until the next video, when it drops back to 360p. Infuriating. Netflix is a nightmare as it often gets stuck in grainy 1999 video quality, with no way to force it.
Can a service rep help please? 
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 474750000 | Locked |
Ranged Upstream Channel (Hz) | 25800000 | Success |
Provisioning State | OK | Operational |
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) | 474750000 | 482750000 | 490750000 | 498750000 | 506750000 | 514750000 | 522750000 | 530750000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 |
Power Level (dBmV) | -0.29 | -0.09 | -0.17 | -0.28 | -0.34 | -0.54 | -0.65 | -1.13 |
RxMER (dB) | 35.97 | 36.17 | 36.17 | 36.17 | 36.84 | 36.84 | 36.84 | 36.61 |
Pre RS Errors | 45661 | 138853 | 20263 | 15821 | 12909 | 12807 | 12826 | 12307 |
Post RS Errors | 9847 | 9005 | 7474 | 7719 | 8961 | 8822 | 9119 | 7994 |
Upstream US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 8 | 5 | 6 | 7 |
Frequency (Hz) | 25800000 | 46200000 | 39400000 | 32600000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 64QAM | 64QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 45.00 | 46.25 | 45.25 | 44.75 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 0 | 0 | 0 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Upstream Burst Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)
Modulation Type | 16QAM | QPSK | 16QAM | 64QAM | 64QAM | 16QAM |
Differential Encoding | OFF | OFF | OFF | OFF | OFF | OFF |
Preamble Length | 56 | 640 | 384 | 104 | 104 | 104 |
Preamble Value Offset | 652 | 0 | 0 | 716 | 716 | 716 |
FEC Error Correction (T) | 0 | 5 | 5 | 10 | 16 | 5 |
FEC Codeword Information Bytes (K) | 16 | 34 | 34 | 81 | 223 | 86 |
Maximum Burst Size | 0 | 0 | 0 | 3 | 255 | 255 |
Guard Time Size | 8 | 48 | 48 | 8 | 8 | 8 |
Last Codeword Length | Fixed | Fixed | Fixed | Shortened | Shortened | Shortened |
Scrambler On/Off | ON | ON | ON | ON | ON | ON |