dropped pings

Hello, I am posting to this forum because I cannot for the life of me get Xfinity to tell me how to log a support ticket. Their website takes me in circles. Hoping someone can help here! This is the message I was trying to log with Xfinity through Support.

For the past couple weeks, I have been experiencing intermittent packet loss, around once every hour or so, that usually lasts for a couple of seconds. Spike of high latency usually follows afterwards, you can view it all visually from the attached image. On my end, it seems to be upload only packet loss, where I can download just fine, but that may be due to the short time the internet is out for and the lack of a download stream isn't really affected. This issue occurs regardless of device, wired or wireless, and across two different routers. Router restarts also don't affect it. During these short outages, I never get packet loss to the router and am always able to ping it successfully.

I've recently started using a program, pingplotter, to track the times where the packet loss occurs. However, since the issue is really only apparent when playing online games, or sometimes in a voice call, I haven't been able to verify most of the downtimes from having the outage affect me firsthand. Additionally, I usually stop playing or switch to a hotspot afterwards anyways.

Here are a couple instances where I've been using the network to verify that the outage happened.

12/15 - 12:11.20 am

12/16 - 9:33.37 pm

12/17 - 11:26.30 pm

12/17 - 11:37.59 pm

12/12 - 10:41.46 pm. This outage lasted for about 30 seconds, I believe it happened on the 12th, but if not, it was on the 11th.

Since I'm not always at my computer or sometimes using a hotspot in favor of the network, here are some times where the internet appeared to be out, but I wasn't able to confirm it personally. I've picked times that matched the outage pattern from the confirmed outages.

These times were all across one testing session (~7pm to ~3am)

12/14 - 7:46.47 pm

12/14 - 8:35.10 pm

12/14 - 9:07.18 pm

12/14 - 10:35.35 pm

12/14 - 11:35.52 pm

12/15 - 12:11.20 am (mentioned above)

12/15 - 12:36.09 am

12/15 - 1:36.27 am

12/15 - 2:36.49 am

Here are some other times across a few different days, not inclusive of all of them.

12/15 - 3:24.28 pm
12/16 - 1:28.03 am
12/16 - 8:04.39 am
12/16 - 9:51.59 am
12/17 - 6:03.40 am
12/17 - 9:26.46 am

We had a similar problem to this last year, and the tech that was sent out was not able to solve it, although it did seem out of scope for what they do, so we're messaging you here instead.

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XfinityKei

Official Employee

•

2.1K Messages

21 hours ago

@user_nsuzoc Our team can help. Can you please direct message me your first and last name along with your full service address so that I can assist you further with your connection concerns.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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EG

Expert

•

115K Messages

20 hours ago

@user_nsuzoc @XfinityKei

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.

0

EG