2 Messages
Requesting Escalation to Resolve Packet Loss issues (not on my end)
Good afternoon! I'm attempting to get some help with an issue I'm having. This appears to be a some sort of a packet loss issue somewhere between my computer and the game server I'm trying to connect to. I have used WinMTR to trace where the packet loss is happening and have found two hosts where it's occurring. You can see the Host I'm trying to connect to but the two Hostnames with higher Loss %.
I'm grateful for any and all help on suggestions. The tech I chatted with took my Xfinity router off bridge mode (from the Deco MESH system I was using), "sync'd the xfinity servers" with my modem, and the problems still persist. I don't know if the info below is help to some Xfinity server admins, but something is amiss and I would GREATLY appreciate your help.
XfinityChristy
Official Employee
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2K Messages
9 months ago
@user_nc3736 Hello and thank you for reaching out via our Xfinity Community Forums. I appreciate that you have provided detailed information about the issue you’re experiencing and can understand how frustrating packet loss can be, especially when it impacts your gaming experience. I’m here to help you get this resolved.
It sounds like you’ve already done a great job identifying the packet loss points with WinMTR. Thanks for sharing those details with us. Based on what you’ve described, it seems like the issue might be related to the connection between your setup and the game server, even after the adjustments made by our tech team.
To assist you further, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (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
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XfinityChristy
Official Employee
•
2K Messages
9 months ago
That is great news, thank you for the update. Is there anything else we can assist you with today?
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