I have an RCA Cable Modem on an @home network and have been experiencing significant packet loss the past two weeks. I have talked to at least six level 1 techs and three level 2 techs. The problem seems to last from 1 to 3 minutes, and then goes away, for anywhere between 5 and 10 minutes. While acting up I experience 80 to 100% packet loss on the device which Visual Reports shows as hop 1 (hop 0 is my IP). I believe this device (10.76.118.1) is what controls the cable on which there may be up to 200 homes in my immediate neighborhood (what do you call that list of homes, all of which see the internet traffic sent to my modem, and what do you call the 10.76.118.1 device - is it a router, or something else). The man who installed my service lives within 1 mile of my house, however his hop 1 device is different from mine - his is 10.76.119.1, and both 10.76.119.1 and 10.76.118.1 share the next hop, which is 22.214.171.124. Interestingly when someone does a tracert to me, they don't see 10.76.118.1, so it must have one ip for outgoing traffic, and a different ip for incoming traffic.
I don't know whether 10.76.118.1 is failing, or whether one of the up to 200 homes it feeds may have a trojan sending out a Denial of Service Flood, and perhaps that is what is taking 10.76.118.1 out of service for several minutes.
Any idea how to shoot this problem? @home tech support seems to want to blame everything but 10.76.118.1, and because the problem goes away, they think they somehow fixed it, despite the fact that it comes back 5 or 10 minutes later.