Visitor
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2 Messages
Dropped packets every 11 minutes exactly.
Equipment: Leased xfi gateway.
I have been experiencing packet loss across all connected devices every 11 minutes exactly, both over WiFi and Ethernet.
The connections drop exactly to the minute. 12:00
12:11 and so on.
Video calls freeze, gaming sessions drop, streaming audio and video buffers.
I have replaced all coax cables from the wall to the gateway, replaced the gateway, tried a different room in the house, and had a technician out who was unable to resolve the issue.
The Internet had been working for a few days, but after network maintenance was completed in the area last week the problem resurfaced.
There are no errors being logged. UPnP was logging some remapping messages after every outage; disabling UPnP prevented the log messages but did not resolve the issue.
For CM codewords, I have an almost 1-1 ratio of unerrored to correctable codewords on 1 and 33, on 31 and 32 I have a small number of incorrectables.
Tracert to www.comcast.net didn't show any obvious problems, most hops had latency under 50ms.
The Internet works very well for 10.5 of every 11 minutes.
Any suggestions are welcomed. I've tried all the basic troubleshooting.
Accepted Solution
user_39208f
Visitor
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2 Messages
2 years ago
Coming back to add some information and eventual resolution.
I had a level 2 tech visit and it didn't seem to be a problem with the signal coming into the house.
It seemed to be a hardware or firmware problem with the model of XFi gateway that I was using.(XB7-T) at 1200mbps. We tried 3 different XB7s with the same issue.
I downgraded the speed and we switched to an XB3 and I have not had any more problems.
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CCChristopher
Problem Solver
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577 Messages
2 years ago
@user_39208f Hello and good morning, and thank you for reaching out over our Xfinity Community Forums. I am so sorry to hear about these awful ongoing internet issues you have been experiencing, that would definitely be really frustrating. You have reached the right place, and I would be more than happy to assist you in getting these internet issues resolved once and for all. To get started, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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
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EG
Expert
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110.1K Messages
2 years ago
@user_39208f @XfinityChristopher
Please circle back here and post any possible solutions for the issue here in the open 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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