Contributor
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35 Messages
High Latency and High Packet Loss
I have been experiencing issues with High latency and high packet loss when no one in my home is using internet. I am running just a ping test on my computer wired in with ethernet cable and it spikes to 500ms for no reason about once a minute. Working from hone this severely hinders my ability to do my job. The weird part is thst it's only devices wired in? Can anyone please help? Xfinity has had me up my plan speeds 4 times since the start of this over a year agoto 900mbps. Now they are asking me to move up to 1200mbps and get the new router released on April 9th. Other co-workers are running thier systems on 500mbps and have zero issues. Xfinity just tells me everything looks fine on thier end and that gateway looks great. They try to send a tech to location tech says oh yeah need new router. Leaves me with a beat up scuffed router that's probably just been rolling around in his back seat that shows an iPhone is connected to it (I don't own an iphone). On top of everything there isn't a single other wifi provider in my area so they use this as power to not help me. It's almost sickening to know a company treats people like this. I now face getting fired from my only source of income because they won't try to help or won't just say we don't know how or can't fix it. I am just asking for honesty.
XfinityAlfonso
Official Employee
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1.7K Messages
3 years ago
Hello There @Loadking Is this issue still plaguing you in regard to the latency and packet loss? Do you have service logs showing the drops? How long ago were we last out there? I would love to help in any way possible so that we can really help improve your experience. Please reach out anytime and I'll be right here for you.
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Loadking
Contributor
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35 Messages
3 years ago
Yes, last time a tech was at my location was beginning of April. They replaced my router but said outside hookup was pretty messed up. They said another person was to come look at it but never showed up. So my company has a ping test we use and my pings usually sit at 102ms or 103ms but will once a minute jump to 552ms 600ms for like 5 seconds. In this time if a call comes through im 100% unable to answer it. I have contacted Xfinity through the app probably 40-50 times about this They reset my router abd tell me looks like router is getting good signal and that's it. They don't listen when I tell them theee is an issue. Half the time they have no idea what latency or packet loss even means. Which is scary. If I tell them it's still broken after they reset router they tell me a tech needs to come. If a tech comes he pokes around inside ny house for a few seconds gives ne a new router and leaves. Every time. The issue is still there.
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