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JRB1981
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2 Messages

Sunday, December 29th, 2024 5:01 AM

complete packet loss

Every evening, for about a 4-5 hour window between approximately 4-10pm, the internet service completely shuts down for about 30 seconds every 11-12 minutes.  I have packet loss monitoring and can show you screenshots.  Xfinity keeps telling me it's a problem on my end, but this occurs on every device in my house at the same time connected to Xfinity's own modem.  Doesn't matter what I'm doing (gaming, streaming, just browsing on my phone, phone calls if connected to WIFI, etc...), everything stops.  Has anyone else experienced this?     

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Updated 

3 months ago

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user_04tqn5

8 Messages

3 months ago

This a CONSTANT comcast backbone problem..  They wont admit it  and try to deploy a tech to "FIX" the issue ...  but the issue it not at your end..   its in the middle of the comcast backbone...

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JRB1981

2 Messages

This issue began immediately after they were in our neighborhood performing "upgrades" and "maintenance".  I need a solution as this is preventing us from running our business and working from home.  It's super professional to be disconnected in the middle of a conference call.  Their upgrades and maintenance didn't work, but in fact, made their service worse and unusable.  I've never posted on here before, but am hoping they monitor this forum...   

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3 months ago

0

XfinityEricB

Official Employee

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2.1K Messages

 

user_04tqn5 You can put any feedback you like here https://collect.iperceptions.com/?lID=1&rn=123531&pID=1&hs1=102214&hs2=91787&siteID=1&referrer=Link&sdfc=03b756c0-123531-0dcbb1db-cd59-44d5-8c25-4e78d3da0dac&source=91787&destination=commentcard&width=680&height=750&AspxAutoDetectCookieSupport=1, and we always appreciate any feedback. The only process we have would be to send a tech, but you mentioned the service itself is fine just the hops you are taking. Feedback could help with our engineering team taking a look, but there isn't a way to have them look manually sorry. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

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XfinityThomasC

Official Employee

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2.4K Messages

Hello, @JRB1981

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

 

 

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.tick

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3 months ago

0

EG

Expert

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109.5K Messages

3 months ago

@JRB1981 @XfinityThomasC 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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