Visitor
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2 Messages
Packet Loss causing VPN interruption to secure shared drive
Hello,
I've been dealing with this issue on & off for over a year now. My companies IT company kept thinking it was VPN configurations but nothing ever fixed it permanently. I have seen numerous posts about this specific issue and no resolution I can follow. Both me and my IT company have already contacted Xfinity. I have had two techs come out and confirm there is nothing wrong with my modem or my connection at my home. They still replaced the modem. They tested with direct connection. This issue does not occur all the time. It seems I am only trying to pass information through this location sometimes, and when I do, I get 60-90% loss. When this happens, it interrupts my VPN service and therefore disconnects me from the location of where all the files I'm working on live. It will interrupt me running code, saving documents, moving files. Sometimes when it happens it seems like it's almost stuck on it and is really bad, then it just disappears for a bit. The IT company says they can identify the issue as being related to 'be-36021-cs01.1601milehigh.co.ibone.comcast.net' but Xfinity just keeps saying they can't do anything and that it's fine.
XfinityJeniece
Official Employee
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3.7K Messages
3 hours ago
Hey there, @user_bvykva, thanks for reaching out through Xfinity Forums regarding your VPN concerns and packet loss, and for taking the time to explain everything it’s clear how disruptive and exhausting this has been, especially with the issue going on for over a year and impacting your ability to work. You’ve put in a lot of effort already by coordinating with your company’s IT team, having multiple tech visits, replacing equipment, and testing direct connections, and I understand how frustrating it is to still see the same intermittent packet loss with no resolution.
I would like to take a deeper look on my end. Can you please send me a Direct Message with your full name and your full address.
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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