I've Been Experiencing Packet Loss, I Need a Technician to Come Check My Line

user_iqpdqv Hello, and thank you for reaching out via our Xfinity Community Forums. I completely understand your frustration. Packet loss is a real headache, and it's so incredibly annoying when you've already tried everything on your end. I've been there myself, and it's just draining.

 

It sounds like you've been incredibly thorough, replacing your modem, router, and even testing a direct connection. That definitely points to an issue with the line itself, and you do need a technician to take a look. I'm so sorry you had to resort to threatening cancellation last time just to get some help; that's not how it should be.

 

Let's see if we can find a better way forward for you. I'd really like to help get a technician scheduled and get this packet loss resolved. To do that, could you please send me a direct message with your full name, address, and the best phone number to reach you? I'll do my best to get someone out there to take a look at your line.

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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