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ColtonT
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20 Messages

Tuesday, April 15th, 2025 12:24 AM

High Packet Loss (About once an hour)

I have had high packet loss for about the last month or so now it all started shortly after I upgraded to the Gigabit X2 Plan.

This packet loss happens to the entire network (WiFi/hard wired) and will cause disconnects to all services on my network.

I have the following equipment.

Router: GT-AX11000 Pro

Modem: Nighthawk CM3000

I have tried the following at home fixes.

Replaced Coax Cable from wall to Modem

Replaced Ethernet from Modem to Router

Replaced Ethernet from Router to PC

Updated Firmware on Router and Modem

Restarted Router/Modem multiple times

Question

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Updated 

2 days ago

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ColtonT

20 Messages

2 days ago

Some additional Information, this packet/disconnect loss occurs while doing any activity on the network, (streaming, online games, school/work activities). The time of the day does not matter as it seems to be randomly every hour or so, and it only lasts a minute or two and then internet connectivity is restored.

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XfinityDemitrius

Official Employee

 • 

1.7K Messages

2 days ago

Hey @ColtonT, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet connectivity issues. I would be more than happy to offer my assistance looking into this further for you. Have you tried to connect directly to the cable modem to limit any other devices within the home that may be causing issues? 

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ColtonT

20 Messages

@XfinityDemitrius​ I have not how can I do this? The disconnects happen to the entire network (lose internet connectivity) but I stay connected to router with no internet.

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2 days ago

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XfinityRaf

Official Employee

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844 Messages

If you can, remove the router from the equation, and directly connect to a device with an ethernet connection. Start with one device to see if it happens again. 

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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.
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2 days ago

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ColtonT

20 Messages

Coax Cable -> Modem -> Ethernet -> PC .. something like this?

I'm currently setup like" Coax Cable -> Modem -> Ethernet -> Router -> Ethernet -> PC

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2 days ago

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XfinityDemitrius

Official Employee

 • 

1.7K Messages

That is correct @ColtonT. This will help reduce point of failure. If you happened to not experience any issues when connected directly to the modem, this would help us identify that the router may be introducing issues. Please keep an eye on the modem LEDs as well and see if the Internet light (Globe with satellite) stays on, turns off, or flashes. 

Would you also be able to verify that the modem is in Bridge Mode or your router is in Access Point (AP) mode to ensure there are no Double NAT issues that can cause issues? 

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

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2 days ago

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ColtonT

20 Messages

I attempted to connect directly to the back of my Netgear CM3000 modem but I do not make connection, I believe this is intended as there is no router functionality on the modem at all so the PC can not get assigned an IP.

With this, the modem that I'm using is designed to be just that a Modem and a router is needed. If i put the router in AP mode i will lose a lot of functionality for the whole purpose of my setup.

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2 days ago

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