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jarrod_l
1st Topic
1st Reply

9 Messages

Sunday, January 14th, 2024 9:09 PM

Closed

Frequent Packet Loss daily/nightly

Hello!


I am experiencing some abnormal packet loss with my home network. Currently there are "spurts" of random packet loss even when sitting idle on my network at home.

Below is the MTR I ran just to www.google.com:

I have done everything from reinstalling drivers, restarting both the modem and router I use (many many times....), factory reset both router and modem and even went as far as purchasing a separate ethernet PCIe NIC for testing and all the same results regardless of what I do. All my drivers associated with my system are up to date. 

There are constant spikes every 3-5 minutes at random times of the day and is much more worse at night. Currently, as I am writing this post, I am the only one connected to the network via my desktop computer.

Ever since the last "neighborhood service work" that was done these issues are constantly causing my experience to be dwindled and I am getting tired of just having to "deal" with it. My download/upload speeds are fine so it's not a speed issue (please don't reference speed as it is not, it is a networking node issue it seems).

I have been a comcast customer for years and this is by far the worst experience I have ever dealt with since it is daily and constantly random. Please help in assisting me with this issue so I can continue utilizing the $140/mo service that I am paying for otherwise I will just have to look elsewhere for my internet service.

Question

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Updated 

11 months ago

238

2

0

jarrod_l

9 Messages

1 year ago

Just curious. How long does it usually take to garner a response on these forums?

5

0

XfinityAlfonso

Official Employee

 • 

1.6K Messages

Hey there @jarrod_l thanks so much for taking the time and letting us know about your experience, and we'd love to help figure things out, and really earn your loyalty and business.  If you've reached us already via 1-1 chat, we'll gather the necessary account info from you there. 

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

1 year ago

0

jarrod_l

9 Messages

I was informed via the Direct Messaging chat to respond in here about my continuing issue with my internet service and how the issue has not been resolved even after a technician came out and verified that my devices were good, the signal coming in was good and that this is more than likely an issue that needs to be elevated to an advanced technical support representative that can look into my issue since it is outside the scope of normal troubleshooting. I do not understand why there isn't a technical expert that can look into my issues relating to packet loss and latency issues and can resolve it more than likely by reallocating me to a different routing table when I can clearly see where the packet loss occurs via MTR packet routing in real-time.

I do not understand why I have 83% packet loss on the route with a specific node which I can provide if someone can actually take the time to communicate with me regarding this issue. There is something clearly wrong with the network routing and I have exhausted all the means I can on my end to resolve this issue.

(edited)

1 year ago

0

XfinityWilliam

Official Employee

 • 

1.2K Messages

Thanks for letting us know about your issue. We can take a closer look at your internet signal to see what is going on. I see that you already have a direct message with us, so we will pick it up over there.

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

1 year ago

0

XfinityKrista

Official Employee

 • 

1.5K Messages

Hello, I hope you're having a great day. I wanted to check in to make sure the services are working for you after the technician visit. If you find they are not working as expected, or you have any questions or concerns please feel free to reach out, and I'm happy to help in any way I can.

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

1 year ago

0

jarrod_l

9 Messages

Unfortunately no. The issue is still present, mainly occurring at night with high latency spikes/packet loss. Not sure what else to do at this point with 2 tech visits and even sending out "network specialists" to check the area (I guess). So this definitely needs to be elevated to a higher technical support technician/team to look into my issue. I am pretty sure it's a routing issue caused somewhere along the network that is out of my control.

1 year ago

0

jarrod_l

9 Messages

1 year ago

I am at a loss now with this issue and no one seems to want to try and resolve it. I have had 3 tech visits determining different outcomes from each tech visit which has not given us a clear answer to our issue and our problem still exists. I was told that credits would be applied to my account because of this issue but nothing, NOTHING has been done to try and resolve this fully. I have been a Comcast customer for years and have never had such a negative and poor experience with trying to get a problem resolved while utilizing the service. I am extremely frustrated trying to just get an actual answer to my problem. I was assured also that after 3 tech visits this would be elevated to a higher support team that could look into my issue further. As you can see above in the photo I submitted, the issue is along the network path somewhere and is not my equipment, it is associated with Comcasts service lines. Is there any resolution that I can potentially get and also get what was assured to me in the direct messaging chats that I have had thus far with 15 different representatives?

(edited)

2

0

boot55555

Visitor

 • 

1 Message

hows things going now? I ask because I have packet loss now. Not at your level, more like 3-5% but still annoying. Comes and goes but always lurking.

11 months ago

0

XfinityJorge

Official Employee

 • 

2.1K Messages

 

boot55555 Hello! Thank you so much for taking the time out of your day to contact our Xfinity Support Team over our Forums. You came to the right place for help and we are sorry you are having issues. Is this only impacting certain devices? 

 

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

11 months ago

0

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