Visitor
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4 Messages
Constant ping spikes and connection dropping
For the past week or so I have had constant ping spikes/packet loss. I have had this issues twice before. Today a tech came out and replaced all the lines from the pole to my house and then the line going to my modem and replaced the modem. Still having the issue and every time I call xfinity they just restart my modem and go through the same thing over and over telling me everything is working as it should. Most of the time its just constant ping spikes but occasionally the internet will completely drop out for 5-10minutes.
Edit: This is on a hardwired computer. Not using wifi.
Ping: Looks fine until it gets the random time out
Pinging e7010.dscg.akamaiedge.net [2600:1405:7000:1af::1b62] with 32 bytes of data:
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Ping statistics for 2600:1405:7000:1af::1b62:
Packets: Sent = 61, Received = 58, Lost = 3 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 34ms, Average = 20ms
Modem event logs:
If there is anything else I can share to help troubleshoot please let me know.
user_09e368
Visitor
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4 Messages
4 years ago
Had another tech out today who ran a new line directly to my modem and it seems like the issue is actually worse. Before today the line was ran in to the house and then a splitter sent one line to my tv box and the other to the modem.
Ping spikes seem to be more often now but it could just be a coincidence.
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cwoodard91
Visitor
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6 Messages
4 years ago
So I live in Sugar Land, TX and been having this same issue!!!!! Its driving me crazy. Mine is packet loss on the upload. The download is doing just fine. I noticed this a few weeks ago but the past 4-5 days it has been constant and not going away.
I had my own modem and router. I had the Netgear CM1000 and when the issues started I went and paid almost $200 for the Motorola mb8611 just to make sure my modem wasn't the problem. Issues still persist so I had the xfinity tech come out. The first tech tested everything in my house and removed all splitters to do a direct line from the outside straight to my modem. Still did not work. He then noticed while doing a test straight from the drop on the side of my house to the the network, there was upload issues so that showed it was something outside my house causing the issue. He couldn't get to the drop access point because its in the neighbors yard.
Today I had another tech come out and got access to the drop in the neighbors yard. He said it looked like everything checked out but replaced the tip of the coax at the drop just to be sure. He then ran test and said everything looked fine but its not. I showed him packet loss was still happening by using pingplotter on my laptop. He basically didn't care and said if its still happening tomorrow to give them a call back.
I call Xfinity tech support again and the guy on the phone blames it on me having a Google WIFI mesh system LMAO. But my Xbox Series X is hard wired and still has packet loss.
Anyway I play there game and go to the xfinity store and get their modem/router combo. Come home, install it, issues still persist.
I just got off the phone with xfinity again and let them know I have took every step in the book and the issue still persist so its clearly something on their end. The have another tech scheduled to come out tomorrow.
I WILL NOT STOP UNTIL THIS IS FIXED!!!!! There is no other internet provider in my neighborhood that has over 200mbps other than xfinity. I currently have 800mbps plan.
I will update you again when tech comes tomorrow.
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user_09e368
Visitor
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4 Messages
4 years ago
Anyone have any ideas here?
Techs come out and witness the issue but then say its something beyond their ability to fix. I call xfinity back and they say the only way they can escalate it is by sending a tech out and the tech would escalte it. More techs come out and say the same exact thing as the previous tech but seem to refuse to escalate it to their supervisor. Some say they will and I will get a call the next day but that never happens. Seems like they just leave knowing there is a problem but don't care to escalate the issue.
Stuck in a loop of the same customer service over and over and it is absolutely awful. At this point I would gladly switch to another ISP but like most xfinity is the only decent speeds in the area.
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