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user_ty9q53
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Wednesday, August 27th, 2025 3:13 AM

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Frequent frustrating packet loss

Hello, I've been experiencing packet loss for several months now.  I worked with a tech via mobile chat for some time but ultimately did not resolve the issue.  I have checked multiple devices (2 desktops, and 2 mobile devices).  It is very noticeable when playing online games where it results in frequent frustrating freezes.  Sometimes very frequently (multiple times in a few minutes) or occasionally (once every 15-25 minutes).

I have the issue on wired and wifi connections.  I have tried a different router, coax cable, ethernet cables as well.   I have verified I have the most recent updates to all drivers.  I have used pingplotter pro and packetstats which both appear to have packet loss when communicating with a couple different IPs.

If anyone has some insight into what can help with this issue I would greatly appreciate it.

Thanks!

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11 hours ago

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XfinityQue

Official Employee

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391 Messages

5 months ago

Hi user_ty9q53! I apologize about your experience here. We are here to help and most of us have experienced that as well. You're doing a great job already by taking thorough troubleshooting steps. Have you performed any troubleshooting steps through the Xfinity Application?

 

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user_ty9q53

Visitor

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5 Messages

Hello,  yes I have used the troubleshooting steps via the Xfinity app.  The results claim that the connection is fine, which is not the case.

5 months ago

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XfinityRay

Official Employee

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3.6K Messages

We appreciate all of your help so we can find the root cause of this. Do you notice this to specific games or developers or does it not seem to matter what game you are playing when this happens?

 

Does this happen more often at certain times of the day or does it seem random?

 

Are you seeing good speed in your home (outside the packet loss) or has the internet been slow when you test 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

5 months ago

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user_ty9q53

Visitor

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5 Messages

This happens across any online game I have played- World of warcraft, marvel rivals, supervive, overwatch, etc.

the issue is consistent throughout the day, evening and into the night.  Some days it may be less frequent, but has been present for several months.

Speed has been no issue, it seems just to be the ping spikes which i am assuming is from packet loss.

(edited)

5 months ago

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XfinityQue

Official Employee

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391 Messages

Ok, thank you for providing that information as it is very helpful. What I can recommend is a health check. I can complete a health check for you to see if we spot any mishaps. When it comes to online gaming, many players routinely report packet loss issues, sometimes even when on wired connections. I play Call of Duty, and I am very sure I've experienced it myself. Common causes as we know can be the routers, cables, Wi-Fi interference, firmware, and even game servers. The health check would allow me to see more of the backend. Would you like us to do that for you? 

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

5 months ago

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user_ty9q53

Visitor

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5 Messages

Yes please.  As mentioned in my original post I have tried the following:

  • multiple routers
  • multiple ethernet cables (to desktop and from router to modem)
  • multiple coax cables
  • Multiple desktops and mobile devices
  • verified firmware
  • monitored the packet loss across multiple devices at the same time (desktop+mobile device)

(edited)

5 months ago

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user_0cmic7

Visitor

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1 Message

12 hours ago

I’m having this problem as well…can’t enjoy any online games on my ps5. I’m using both the Xfinity Gateway & Pro WiFi extender and still experiencing all of the lag/packet loss

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EG

Expert

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115.6K Messages

11 hours ago

@user_0cmic7 

Please create a new topic of your own here on this board detailing your issue. Thanks. The posters have not returned. 5-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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