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user_jkler8
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Saturday, November 15th, 2025 10:54 PM

Longtime User - Packet Loss Issues

Ive had consisent packet loss when gaming across all platforms of gaming. I tried all troubleshooting techniques numberous times. Packet loss is 1% to 5% every 5 to 10 seconds. At this point how do I have a tech come out? I accept the charges to diagnosis.

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user_jkler8

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3 hours ago

Going on 17 hours and no response from Comcast. Sounds about right...

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XfinityJanelle

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1.9K Messages

3 hours ago

Hey @user_jkler8 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your connection. I would be more than happy to offer my assistance looking into this further for you. Can you share any troubleshooting steps you have done?

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user_jkler8

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@XfinityJanelle​ 

Glad you asked. I pretty much have a degree from on the amount of research I did on this. With the past year..

- contacted to have CSR send a signal to my modem (router)

- reset modem to factory settings

- prior to that turned UPNP on and off (router)

- changed zerocongig on and off (router)

- changed "hops" from default "5" to "1" to "64" (router)

- made a reserved IP for gaming console (router)

- changed Security settings from ""High to Low" (router)

- Tried different port forwards for gaming console (router)

- Tried DMZ for gaming console (router)

- Changed DNS (gaming console)

- Cleared MAC (gaming console)

- Turned on and off QoS settings (gaming console)

- VPN to attempt to buypass faulty nodes that are reported to be apart of your infrastructure

I've researched and their is reporting that the nodes that are a part of your infrastructure are overloaded and need to be upgraded to keep up with demand of us as clients and the investment in upgrading infrastructure is lacking. I recently downgraded my internet plan from 1GB because what is the point of paying a higher cost underperforming internet.

Any help is greatly appreciated including the next steps of having a tech come out.

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2 hours ago

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XfinityBillie

Official Employee

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3.7K Messages

 

user_jkler8 Thank you for all the detailed steps that you have taken to attempt to troubleshoot this on your end. You were very thorough! I'd like to get a look at the signals on our end. Please send us a DM to Xfinity Support with your full name and address to get started. 


To send a direct message:
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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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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2 hours ago

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