Visitor
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1 Message
constant packet loss
I left xfinity a few years ago due to packet loss. I came back a little under a month ago and the packet loss still exists, ranging from 1%-18% packet loss. I've had 3 technicians come out and confirm the signal is great and the box connects are all in tact. I've ran multiple tests (pingplotter, packet loss test), Ping Plotter shows hop 1 is fine, hop 2 is where the problems starts, which is on xfinity's end. I wish to have a maintenance referral with a service fee waiver due to the frustration from something out of my hands.
XfinityMatthew
Official Employee
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1.3K Messages
9 hours ago
Hello @user_tw723e If you have had 3 recent tech visits we can certainly look into getting maintenance involved. Please send us a direct message with your full name and the service address and we can look into the next steps to getting this issue figured out for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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