Visitor
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2 Messages
Request for escalation, recurring packet loss / suspected Xfinity plant issue
I’ve contacted Xfinity multiple times regarding recurring Internet packet loss every 6 mins and 5 secs. Technicians (around 9 ot 10) have visited but the issue remains unresolved. I have now isolated the problem using continuous wired Ethernet tests.
During the recurring event, my XB10 gateway (10.0.0.1) remains 1 ms with no packet loss. At the same moment, multiple successive Xfinity network hops and external destinations lose packets simultaneously, including:
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The event repeats exactly every 6 minutes and 5 seconds with additional packet loss sometimes occurring seconds afterward.
I also checked the XB10 event logs immediately after a spike. There were no corresponding T3/T4/DOCSIS/synchronization events.
The gateway reports approximately 54.5 dBmV upstream transmit power on four 5120 Ksym/sec ATDMA channels.
There is also a physical plant concern. The Xfinity distribution equipment serving our apartment building was previously run over by a large truck multiple times. The conduit was damaged and subsequently repaired by cutting the damaged section and installing a replacement section. I have attached photographs of the current distribution equipment and surrounding cabling.
I am requesting escalation to a network/plant technician or supervisor who can investigate the upstream/return path and the distribution plant serving the building, rather than another basic gateway reboot/ cable replacement visit.
Please someone help me, I would really appreciate it
Sp3cTR3
Visitor
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2 Messages
5 hours ago
This issue has caused me to not be able to use Xfinity’s internet to work (I work from home in customer service). I have been forced to go with Tmobile 5g home internet to be able to work. Atm I am having to pay for 2nd ISP after many many calls and technician visits. I even went to a physical store to complain but no one seems to care about my problem. Please help, I am really desperate, have experienced issues for months
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XfinityDemitrius
Official Employee
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3K Messages
2 hours ago
Hey @Sp3cTR3, Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to review the Xfinity account and services. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.
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