U

Visitor

 • 

12 Messages

Thursday, August 15th, 2024 10:41 PM

Daily packet loss during random periods throughout the day as well as insanely decreased speed during it

Basically, the title. Daily consistent packet loss and speed slowdowns that last 30-60minutes whenever they do happen. Restarting router and all that stuff doesn't fix it. Happens on every device. Here is router information if needed. This only started happening after moving across town into a new apartment with the same service.

Channel ID
32
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
33
34
48
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
627 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
805000000
SNR
38.4 dB
39.1 dB
38.7 dB
38.8 dB
38.9 dB
38.7 dB
38.5 dB
38.3 dB
38.3 dB
38.7 dB
38.2 dB
38.1 dB
37.9 dB
38.4 dB
38.3 dB
37.9 dB
37.5 dB
37.7 dB
38.2 dB
38.6 dB
38.8 dB
38.6 dB
38.5 dB
38.7 dB
38.4 dB
38.5 dB
38.5 dB
38.5 dB
38.6 dB
38.3 dB
38.3 dB
35.6 dB
Power Level
-3.7 dBmV
-1.9 dBmV
-2.0 dBmV
-2.1 dBmV
-2.1 dBmV
-2.3 dBmV
-2.5 dBmV
-2.7 dBmV
-2.5 dBmV
-2.8 dBmV
-2.9 dBmV
-2.9 dBmV
-3.1 dBmV
-3.1 dBmV
-3.1 dBmV
-3.0 dBmV
-3.2 dBmV
-3.2 dBmV
-3.1 dBmV
-3.0 dBmV
-3.0 dBmV
-3.3 dBmV
-3.3 dBmV
-3.1 dBmV
-3.2 dBmV
-3.5 dBmV
-3.3 dBmV
-3.4 dBmV
-3.3 dBmV
-3.7 dBmV
-3.6 dBmV
-4.6 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

Channel ID
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
45.3 dBmV
46.3 dBmV
47.3 dBmV
48.0 dBmV
48.3 dBmV
48.8 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA

Official Employee

 • 

1.3K Messages

3 months ago

Hi there, @user_80b38e I'm very sorry for the trouble you are having with your Internet service, I definitely understand how frustrating Internet connectivity issues are. Since it's been a few days since you posted, are you still having trouble? If so, please reach back out.-Richard

Visitor

 • 

12 Messages

Yes it's been happening daily since I moved into this new apartment

Official Employee

 • 

1.5K Messages

 

user_80b38e Let's take a closer look for you. Please send us a direct message. 
 
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 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

Visitor

 • 

12 Messages

Tech came out and replaced modem and removed a splitter in media box inside apartment. Said that should fix it but the problem is still happening

9 Messages

3 months ago

I been having the exact same issue for MONTHS, with NUMEROUS tech visits. I think they even stopped responding to my posts in the forum... Lol. Changed lines and several routers later, no solution. They keep promising to escalate to a special team which has not happened yet. Hope you have better luck!

Official Employee

 • 

1.6K Messages

Good afternoon @user_rmwrkj, and thank you for reaching back out on our Community Forums today and am sorry to hear that you are still experiencing upload speed issues. I do see that we have worked with you here before and want to do our best to help make sure your concerns get resolved. We definitely don't want you to feel like we forgot about you or that promises are not being fulfilled, this is never how we want our customers to feel. We'd be happy to review your previous interactions with us further and any previous notes left by the technicians. If we need to reach out to our local team for further investigation, we'd be more than happy to do so. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

Click "Sign In" if necessary

  • Click the "Direct Message chat" 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

We look forward to working with you again and getting back on track with resolving your upload speed issues. 

 

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

Visitor

 • 

12 Messages

2 months ago

Update. 3 Techs have come out so far and basically did nothing but reset/replace modem or remove a splitter. Last tech to come out asked what the problem was, and I told him packet loss in which he insulted me by asking "You do know that you live in an apartment right? That can cause packet loss". I'd rather not be asked mundane questions that aren't even right in the slightest. I've ruled out every problem on my end. The neighbors don't have this problem. Even the public Xfinity provided Wi-Fi doesn't have this issue since that's what I have to use sometimes because it gets so bad and I'm not able to work. I'd rather not have to keep connecting to their public Wi-Fi in order to use this service. 

(edited)

Visitor

 • 

12 Messages

2 months ago

Final update. The problem keeps getting worse. They gave up trying to even bother to help and essentially was told to go [Edited: "Language"]. No one ever bothered to do anything else other than test my modem connection. Only one in my apartment complex having this issue as well. Terrible customer experience for something I pay essentially 200$ a month for

(edited)

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