Unfortunately there is no transparency in their customer service of what was broken, what they did, or even sending a basic message of "it should be fixed now"
I do understand the aggravations of not knowing the what's and why's behind the causes of the issues your services were having, @bobbo2101. I do wish there was more information to provide you with what the technicians were able to accomplish. I am though, glad to hear that the issue does seem to be resolved now. Please remember that our Digital Care Team is available at any time, day or night, to answer any questions or concerns regarding your account. I hope you have a wonderful day, and please stay safe and healthy!
I no longer work for Comcast.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Hello @bobbo2101, thanks for taking the time to reach out to us on our Forums! We value you being an Xfinity customer, and I am sorry about the intermittent connectivity and packet loss issues you have been experiencing. I appreciate the information you have provided us thus far. I do see the frequent timeouts in the screenshots you provided as well.
To confirm, what troubleshooting have you done on your end thus far in trying to rectify this issue?
Have you attempted to manually reboot the modem by
unplugging the power cable from the back of the modem, waiting 10-15 secs, plugging the power cable back in, and allowing 10 mins or less for the modem to reboot? Have you ensured all connections going to the modem and wall are finger-tight on your end? Also, are you noticing if the packet loss occurs at specific times of the day?
Yes the modem's been rebooted several times and the ethernet cable was changed. It happens all the time, but is worse from ~noon to 5.
A technician came out this morning 2023-5-21 @8am and replaced some of the coax cable ends and filter, but the issue still persists. The technician promised to create a ticket for plant maintenance.
I would like to follow up with you specifically, this Friday to check on everything going on, @bobbo2101 . Will you please send our team a direct message with your full name and full address? ~~~~ To send a "Direct Message" message: • Click "Sign In" if necessary • Click the "Direct Message" icon • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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
I no longer work for Comcast.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Internet is barely usable with intermittent packet loss. ...
Ping and traceroute are helpful in identifying problems, but don't do much to help us understand what's causing them. Also, please see https://www.dslreports.com/faq/14068.
Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
downstream:power levels, SNR (or MER), error counts, and uptime
upstream:power levels
event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)
It's not likely Comcast can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
Yes using your link https://www.dslreports.com/faq/14068 I've identified the problem to be at hop 24.124.182.53. There is no issue with connections up to this Hop(as seen in my screenshots. Xfinity needs to find what is causing dropped packets at this hop 24.124.182.53. All testing has been with an ethernet cable (this can been confirmed by the ethernet icon in my screenshots).
A technician was already here on 2023-5-21 @8am and did replace some of the coax cable ends and filter. The technician found no issues with the RF signal levels and created a ticket for plant maintenance. Xfinity can re-check the Modem's statistics/signal levels AND those of hop 24.124.182.53. I haven't heard any feedback yet about the Plant maintenance ticket.
... I've identified the problem to be at hop 24.124.182.53 ...
I'm afraid you are misinterpreting the DslReports link and the ping and trace data. Interpreting trace results is tricky. What appears to be "late" or is reported as "lost" could mean 1) the packet did not reach or was delayed in reaching that hop, or 2) the router at that hop didn't reply or was slow to reply, or 3) the reply from that hop didn't make it back or was delayed in making it back to the trace program.
The fact that hops past than one you are concerned about respond quickly indicates that the router at that address is doing its job: forwarding data packets. That means the the router's occasional delay in responding to ping and trace packets, while annoying, is most likely not actually slowing down data transfer. If it was we'd see high RTT values in subsequent hops, and that's not happening.
Also, the images are hard to read. Could you post text instead of images?
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
Accepted Solution
bobbo2101
Visitor
•
8 Messages
1 year ago
Xfinity seems to have fixed the issue.
Unfortunately there is no transparency in their customer service of what was broken, what they did, or even sending a basic message of "it should be fixed now"
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0
bobbo2101
Visitor
•
8 Messages
2 years ago
Please fix the connection between 96.120.104.141 and po-303-1221-rur101.alexandria.va.bad.comcast.net [24.124.182.53]
https://imgur.com/527q95B
0
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XfinityAmira
Official Employee
•
3.8K Messages
2 years ago
Hello @bobbo2101, thanks for taking the time to reach out to us on our Forums! We value you being an Xfinity customer, and I am sorry about the intermittent connectivity and packet loss issues you have been experiencing. I appreciate the information you have provided us thus far. I do see the frequent timeouts in the screenshots you provided as well.
To confirm, what troubleshooting have you done on your end thus far in trying to rectify this issue?
Have you attempted to manually reboot the modem by
unplugging the power cable from the back of the modem, waiting 10-15 secs, plugging the power cable back in, and allowing 10 mins or less for the modem to reboot? Have you ensured all connections going to the modem and wall are finger-tight on your end? Also, are you noticing if the packet loss occurs at specific times of the day?
0
0
bobbo2101
Visitor
•
8 Messages
2 years ago
Yes the modem's been rebooted several times and the ethernet cable was changed. It happens all the time, but is worse from ~noon to 5.
A technician came out this morning 2023-5-21 @8am and replaced some of the coax cable ends and filter, but the issue still persists. The technician promised to create a ticket for plant maintenance.
(edited)
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BruceW
Gold Problem Solver
•
26K Messages
2 years ago
Ping and traceroute are helpful in identifying problems, but don't do much to help us understand what's causing them. Also, please see https://www.dslreports.com/faq/14068.
Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):
It's not likely Comcast can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
0
0
bobbo2101
Visitor
•
8 Messages
2 years ago
Yes using your link https://www.dslreports.com/faq/14068 I've identified the problem to be at hop 24.124.182.53. There is no issue with connections up to this Hop(as seen in my screenshots. Xfinity needs to find what is causing dropped packets at this hop 24.124.182.53.
All testing has been with an ethernet cable (this can been confirmed by the ethernet icon in my screenshots).
A technician was already here on 2023-5-21 @8am and did replace some of the coax cable ends and filter. The technician found no issues with the RF signal levels and created a ticket for plant maintenance. Xfinity can re-check the Modem's statistics/signal levels AND those of hop 24.124.182.53. I haven't heard any feedback yet about the Plant maintenance ticket.
0
0
BruceW
Gold Problem Solver
•
26K Messages
2 years ago
I'm afraid you are misinterpreting the DslReports link and the ping and trace data. Interpreting trace results is tricky. What appears to be "late" or is reported as "lost" could mean 1) the packet did not reach or was delayed in reaching that hop, or 2) the router at that hop didn't reply or was slow to reply, or 3) the reply from that hop didn't make it back or was delayed in making it back to the trace program.
The fact that hops past than one you are concerned about respond quickly indicates that the router at that address is doing its job: forwarding data packets. That means the the router's occasional delay in responding to ping and trace packets, while annoying, is most likely not actually slowing down data transfer. If it was we'd see high RTT values in subsequent hops, and that's not happening.
Also, the images are hard to read. Could you post text instead of images?
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
0
0
bobbo2101
Visitor
•
8 Messages
1 year ago
It's raining this morning and the issues are back
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