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user_q841d9
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4 Messages

Saturday, January 4th, 2025 6:41 AM

Constant 2% Packet Loss and about 3ms jitter

Every once and a while I get random packet loss spikes that last for a time. In the screenshot provided shows that hop 6 and 8 are having packet loss.

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4 months ago

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XfinityThomasC

Official Employee

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2.5K Messages

4 months ago

Hello, @user_q841d9

Can you tell us what device you were using that experienced the packet loss? When this happens what troubleshooting steps have you taken? Are you using a Xfinity gateway or your own device? Is it a all-in-one device or separate modem and router? Also, does your device have quality of service settings to prioritize the internet traffic to specific devices?

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user_q841d9

4 Messages

The device is a Windows 11 PC. I've tried pretty much everything online to fix this and cant figure it out. I'm using my own modem & router. The Router does have QOS.

Router: NETGEAR Nighthawk XR1000

Modem: NETGEAR Nighthawk CM2000

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4 months ago

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XfinityAlfonso

Official Employee

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1.6K Messages

Thank you for the context. How often is this issue occurring? Is this occurring only on the Windows 11 PC or on other devices? How long are these ping spikes lasting, and is the packet loss exclusively on the 6 and 8 hops? Are we utilizing a wired or Wi-Fi connection?

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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4 months ago

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user_q841d9

4 Messages

I started noticing it in the this past week. 90% of the time I'd say it happens. I'm using a wired connection.
In this picture i have lost packets on every node that arent my first 2

(edited)

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4 months ago

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XfinityKassie

Official Employee

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1.7K Messages

 

user_q841d9 Gotcha! Thank you for sharing the details. I'd like to take a look on our side, since you mentioned it started about a week ago; and go from there with a solution. Can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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 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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4 months ago

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user_q841d9

4 Messages

I just sent the message.

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4 months ago

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EG

Expert

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110.1K Messages

4 months ago

@user_q841d9 @XfinityKassie 

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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