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thagorn
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Visitor

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3 Messages

Friday, October 17th, 2025

Consistent 5% downstream packet loss

For the past week or so I've been getting 4-5% downstream packet loss (0% upstream) despite strong download speeds and low ping. I can't get the xfinity assistant to say anything other than "no outages in your area" and "your connection is healthy". This is happening on multiple devices and for multiple services.

Packet loss test results

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4 hours ago

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Accepted Solution

thagorn

Visitor

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3 Messages

4 hours ago

This has been resolved with Xfinity support doing the following: "I would like to send a provisioning signal to your modem as this may cause it to reboot during this process". Having done some quick googling after the fact it seems like scheduled maintenance can sometimes cause your modem to need to be re-provisioned. It took almost 7 hours in support chat to get this resolved because support was busy and there were earlier troubleshooting steps but good luck future people with this issue.

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XfinityJeff

Official Employee

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268 Messages

17 hours ago

Good morning @thagorn, and thanks for reaching out to us on the Xfinity forums, I hope you are having a good week so far. As someone that works from home and is also an avid gamer, I can understand the frustration of network issues, but you have come to the right place for assistance. The test you did for packet loss, was that with a device connected via Wi-Fi, or hardwired to the modem/router?

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thagorn

Visitor

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3 Messages

I originally experienced the problem on my desktop which is hard wired but during testing I reproduced the packet loss on my phone on wifi as well.

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12 hours ago

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XfinityJeff

Official Employee

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268 Messages

Thank you very much for the information @thagorn. Let's get the account pulled up and we can take a look at the signal levels and see what could be causing the issue. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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12 hours ago

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EG

Expert

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114K Messages

9 hours ago

Concern moved here to the Home Networking help section.

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EG

Expert

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114K Messages

9 hours ago

@thagorn @XfinityJeff 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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