3 Messages
Extreme packet loss at night
I don't know what to do, For 2 weeks now I've gotten really bad packet loss while playing games or doing honestly anything at any time between around 12-5 am. I have replaced my coax cable to my router because that's the most likely suspect I've seen online to replace it and nothing change. I've tried multiple times to try to contact anyone at all to come out to my address to try and fix it, but sadly cant find anything on how to contact anyone other than the AI that just tells you that it doesn't know where it is and why its here. I'm assuming at this point that some wiring outside is messed up and being affected by how cold it gets at night but I don't know for sure
XfinityDena
Official Employee
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2.7K Messages
11 days ago
Thank you for reaching out @Croutonmmm I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working!
We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken?
I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!
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Croutonmmm
3 Messages
2 days ago
I had a technician come out on Sunday to check on my internet and found no physical problems to my house. And after checking my connection he found that I had dropped connection over 300 times over the past month. He had also checked 6 other neighbors connections and found that 4 out of the 6 of them are also dropping connection an insane amount. And the 4 that were having problems all had the Newer generation white box router. The 2 neighbors that didnt have this issue had the older black tower routers. So if you live in a cold area where it can get down to 36-32 degrees and still own your black tower DO NOT UPGRADE. I saw another post about this a year ago and many people were having the same issue. I’m assuming it was never resolved. I’m going to buy a new router tomorrow and see if that fixes it as it is supposed to stay below 30 degrees every night for the next couple of weeks.
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