Visitor
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4 Messages
20% Packet Loss
A few weeks ago, the WiFi card on my XB8 failed so I exchanged it for a new one at my local Xfinity store. Now, when I am gaming on my PS5, I am getting consistent packet loss/late packets, especially if one or more devices are streaming. This was never a problem with my old gateway. Using a packet loss tool, my packet loss during these times is between 5%-20% which is insane. The only thing that I see on my account is the streaming device, an Xfinity phone, is on 'PowerBoost' and is taking priority over other devices.
I have a 1gb plan. My PS5 is on a wired connection, as was my computer when doing speed tests. The streaming devices are usually using the WiFi.
XfinityDemitrius
Official Employee
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2.6K Messages
20 days ago
Hey @user_gyu753. Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to assist with the Xfinity Internet connectivity issues you are experiencing. Do you currently subscribe to our Xfinity Pro service which allows you to prioritize specific devices?
With the packet loss, do you experience any issues when connected directly to the Xfinity xFi Gateway using an Ethernet cable? Could you also please visit our 'Tips for troubleshooting your Xfinity Internet connection' knowledge base to find the signal levels to the modem and paste them here for review? Please remove any IP addresses if shown.
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user_gyu753
Visitor
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4 Messages
2 days ago
The forum keeps failing to load images so here are tables:
Downstream Channel Bonding Value
Upstream Channel Bonding Value
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EG
Expert
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117.2K Messages
17 hours ago
@user_gyu753
The upstream power is too high, and it may be intermittently fluctuating even higher to out of spec levels. The dowstream power is on the low / weak side as well. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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user_gyu753
Visitor
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4 Messages
14 hours ago
I will look at this. But I highly doubt the coax is the problem. Why was everything working just fine with my old gateway, also a XB8, and as soon as it was replaced, for the failing WiFi signal, I started to have packet loss and latency issues?
I work as a automation programmer. In my experience, if you replace a piece of equipment and a new issue unrelated to the original starts, it is always something with the new equipment. Either firmware, hardware, or the overall unit is bad out of the box. I am more likely to either get the the gateway replaced or find a new provider then pay for a tech.
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