Contributor
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15 Messages
Upload speed won't hold and packet loss - Xfinity assistant confirmed the street side network issue and packet loss.
We've been having an upload speed / packet loss issues for the past 9 days now. We've swapped modems, had two techs out, one line crew (this morning - which said the issue was fixed) and we're still having issues. I have a third tech coming tomorrow at 5pm, but we need the line crew to come out. I can't speak to anyone on the phone. I keep being told not to worry, but we can't stay connected to work because we keep getting dropped from packet losses. I need to get a line crew out again. We cannot afford to keep waiting another day for the tech to confirm the issue to send the same crew to fix the issue that wasn't fixed this morning. Can someone please help me?
XfinityBenny
Official Employee
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1.6K Messages
1 day ago
@mtsfla Thanks for adding your experience to the forum. Having a solid connection matters, and you're on the right path to see it resolved. Packet loss and the stability needs to be fixed locally. Us here on the forum normally send out a tech for that to happen. On site, the tech needs to confirm the resolution, or submit a request to maintenance. The line crews as you say. The tech that will arrive tomorrow is in charge of doing so, and directing where the maintenance needs to start. We can set a reminder to follow up with you tomorrow, and ensure it has been escalated correctly. If you have other questions, let us know. We're happy to help.
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mtsfla
Contributor
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15 Messages
1 day ago
I'll keep you updated, thank you for the reply Benny. Hope you have a good night.
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mtsfla
Contributor
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15 Messages
19 hours ago
Shared for record purposes a ping test from the modem this morning. Same packet losses and this only lets us do 4 pings.
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mtsfla
Contributor
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15 Messages
19 hours ago
Adding one more from the Xfinity assistant running a diagnostics -
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mtsfla
Contributor
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15 Messages
7 hours ago
The tech who was scheduled today was also here on Monday (very nice and professional person). He's the one who created the first ticket for the line crew. He called earlier today to say that he's reopening the same maintenance ticket with the line crew and cancelled this appointment today since there's nothing he can do since it's the neighborhood network. Is there a way to see when the line crew is coming back to try to fix again? We connect to work via VPN and have had this issue ongoing since 7/26. Our employers are becoming less and less understanding of our connection issues from packet loss. Can someone please help make sure this is moving forward?
Current stats - 3.96mbps upload (ran a few tests 4mbps to 12mbps is what we're seeing right now)
Ping test - Packets: Sent = 50, Received = 44, Lost = 6 (12% loss)
Admin ping test from Modem -
Packet loss is constant.
Can some please help make sure this is escalated correctly and let me know?
Thank you
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mtsfla
Contributor
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15 Messages
7 hours ago
Sharing this as support for my above statistics. From the Xfinity Assistant 5:55pm EST -
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mtsfla
Contributor
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15 Messages
7 hours ago
I don't know if this helps, but here's the Upstream stats from my modem right now. I will say channel 4 changed a lot. This is the first time since 7/26 that it's been 35dB, normally it's 41+ or so. Not sure if that's helpful, but just trying to share as much as I can to help on my end. The other channels have largely remained the same. Thank you
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