Consistent Packet Loss

XfinityAldrik,

Thank you for this note. I didn't see it earlier or I would have responded on this forum.

Last week I wound up scheduling a Xfinity technician to come out today, March 3, 2025.

The technician, Sean, heard my story, briefly looked at the PingPlotter program on the Mac and could clearly see the large number of previous data dropouts that stopped happening around mid-afternoon Feb 27. The internet service has been running clear since then. Sean pondered a bit and then looked at the cable splice on the telephone pole outside our house. From what he could see it appeared that a new splice had been installed, or at least new terminal points were installed or new terminal points used, I wasn't sure what he meant. In his opinion, the work on that splice appeared to be reason why the internet service seems to be stable now.

Did somebody from "network" come out to look at the cable splice that feeds our internet service? If so when did that happen? I would like to know the sequence of events to better understand what happened here.

If Xfinity service did some work here that could have fixed this problem, it would be very helpful if I had been notified when that work was completed so that I could check the PingPlotter charts to verify the change in service stability.

I spoke to somebody at Xfinity twice last week, first to get service tech scheduled and then another time I received a call from Xfinity regarding that appointment. In both cases the person who answered the phone apparently was able to test the download and upload speeds, saying that all appeared to be fine. I explained in both situations that it was not internet speed that was a problem but the instability of the service connection. This didn't seem to compute with the agents that I was talking to, they were not sure how to respond. It was almost as if the agents speaking to me did not have any prior service notes to reference and instead were reading off a standard answer script. 

It would be very helpful to your customers if our concerns were noted and logged somewhere that would be easy to access by your agents who answer your service phones so that your agents don't keep talking about issues that we are not having. If a higher-level service had already been provided and I was made aware that it had been provided, I could have checked our PingPlotter graphs and then considered the problem resolved earlier. As this problem had been ongoing for many years with no apparent resolution before, I was understandably concerned that there still was a problem.

Somehow this problem appears to be resolved now. For that I am grateful.

...

I want to make a special commendation note about Sean, the service tech who came out. Sean was sharp, on-time, polite, respectful, and informative, the quintessential ideal technician. He went a long way to allaying my concerns. I appreciate that.

@user_1lhyvf Thank you for that update. I am glad to hear the issue has been resolved. We do have limited access to notes and comments from the technicians and the work completed in the area. Have you seen the issue return?