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Extreme Packet Loss Issues - ongoing issue for 2+ years with no resolution
I had this packet loss issue for over 2 years. I will seemingly randomly lose connection to internet at all times throughout the day. When monitoring packet loss, I am losing between 20-90% of packets. I will lose connection to work related apps and is extremely disruptive.
A tech came on-site about 1.5 years ago to resolve the issue. He replaced a couple splitters and said he could not replicate the issue. My issue persisted.
Roughly 6-months later I received a notification that my neighborhood would have a planned outage because xfinity was replacing lines/equipment. My issue was still not resolved.
Things of tried:
1. Replaced my personally owned modem/router with an xfinity gateway. Issue was not resolved.
2. Replaced internal ethernet cables from modem to PC. Issue was not resolved.
3. Replaced internal coax cable from wall to modem. Issue was not resolved.
I believe the issue is an external line that runs to my house. During storms or high winds the issue is much worse than it is on calm days.
Because I've tried everything I can internally with the cabling and equipment, I believe xfinity needs to address the exterior and run tests to confirm the problem has been resolved.
XfinityRay
Official Employee
•
2.7K Messages
1 month ago
Hi there, user_xl8azg! You are at the right place for further help with your service. I work at home too and understand that can be a headache to go through when the applications are disconnecting. We don't want that and will get to the bottom of this!
We appreciate the steps you have tried to resolve this and will pick it up from here. To have the line at your home checked, we would schedule a technician visit. They run testing and can put in an order for our line team to repair/replace lines.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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
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