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user_9427f6
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6 Messages

Monday, April 14th, 2025 3:58 AM

High packet loss at night

From about 7pm-morning I will experience about a 30-60% jump in packet loss, over Ethernet and WiFi. This is making it impossible to do any work from home, I have tried contacting support both over phone and text and they have been unable to improve the packet loss. I am at a loss to what I can do at this point so any and all advice would be greatly welcomed.

Question

 • 

Updated 

40 minutes ago

24

1

user_9427f6

6 Messages

1 day ago

Still unable to fix this, I would prefer trying every avenue before having to ask a Tech to come out. I cannot afford the fee if it turns out its not a router or wiring issue. Again any help or advice would be wonderful.

6

XfinityVianney

Official Employee

 • 

2.1K Messages

 

user_9427f6, 

Thank you for reaching out. I hope you are doing well today. As someone who works from home, I know how important a wireless connection can be. I understand at certain times of the day, it becomes troublesome to use your network. I can definitely jump in and help. Have you reveiwed your event logs or power levels for any red flags? Can you tell me more about any troubleshooting you've done so far? If you send any screenshots, please ensure to you blank out any private data.  

 

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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7 hours ago

0

user_9427f6

6 Messages

Yes I have looked at my event logs and there are some IPv6 errors, but I don't think its related to the latency and packet loss. I don't know how to read the power levels so I've ignored that for now, its a bit too daunting for me. I am primarily concerned with my PC's connection, which is connected by ethernet, so I ended up turning off IPv6 in my network adapter properties since I can't turn it off at the gateway itself. Just in case IPv6 was the issue but it seems like it wasn't.

I have ran a few tracerts and pathpings to google, I wish I had saved them to show the degradation over the course of the day, but I did not. You'll have to take my word, I'm very convinced the issue lies with Comcast's nodes at Ferndale/Seattle. In the future I will save these logs.

I'll compile what I did save and send it here bear with me and thank you so much for noticing this post.

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6 hours ago

0

user_9427f6

6 Messages

Apologies for the wait I struggled to format the power levels here they are as well.

Downstream:

Channel ID Lock Status Frequency SNR Power Levels Modulation
33 Locked 603000000
38.983261
11.099998
QAM256
34 Locked 609000000
40.366287
11.400002
QAM256
35 Locked 615000000
40.366287
11.400002
QAM256
36 Locked 621000000
40.366287
11.199997
QAM256
37 Locked 627000000
38.983261
11.599998
QAM256
38 Locked 633000000
38.605377
11.500000
QAM256
39 Locked
639000000
38.983261
11.800003
QAM256
40 Locked 645000000
38.983261
11.900002
QAM256
41 Locked
651000000
40.366287
12.099998
QAM256
42 Locked
657000000
40.366287
12.000000
QAM256
43 Locked 663000000
38.983261
12.099998
QAM256
44 Locked 669000000
38.983261
12.099998
QAM256
13 Locked
471000000
40.366287
9.300003
QAM256
14 Locked 477000000
40.366287
9.000000
QAM256
15 Locked 483000000
40.366287
8.800003
QAM256
16 Locked 489000000
38.983261
9.000000
QAM256
17 Locked 495000000
40.366287
9.400002
QAM256
18 Locked
507000000
38.983261
9.400002
QAM256
19 Locked 513000000
40.366287
9.599998
QAM256
20 Locked 519000000
38.983261
9.800003
QAM256
21 Locked 525000000
40.366287
9.900002
QAM256
22 Locked
531000000
38.983261
9.900002
QAM256
23 Locked 543000000
40.366287
10.000000
QAM256
24 Locked 549000000
40.366287
10.099998
QAM256
25 Locked 555000000
40.366287
10.199997
QAM256
26 Locked
561000000
38.983261
10.099998
QAM256
27 Locked 567000000
38.983261
10.000000
QAM256
28 Locked
573000000
38.983261
10.500000
QAM256
29 Locked
579000000
40.366287
10.500000
QAM256
30 Locked
585000000
38.983261
10.400002
QAM256
31 Locked 591000000
38.983261
10.599998
QAM256
32 Locked 597000000
40.366287
10.800003
QAM256
0
159 Locked 724800000
41.86 dB
14.699997 dBmV
OFDM

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6 hours ago

0

user_9427f6

6 Messages

I did not paste the Downstream apologies.

Downstream:

Channel ID Lock Status Frequency Symbol Rate Power Level Modulation Channel Type
1 Locked
10400000
2560 KSym/sec
47.760300
16QAM
US_TYPE_ATDMA
6 Locked 40400000
2560 KSym/sec
47.760300
64QAM
US_TYPE_ATDMA
5 Locked 35600000 5120 KSym/sec
47.270599
64QAM
US_TYPE_ATDMA
4 Locked 29200000
5120 KSym/sec
47.770599
64QAM
US_TYPE_ATDMA
3 Locked 22800000
5120 KSym/sec
47.770599
64QAM
US_TYPE_ATDMA
2 Locked 16400000
5120 KSym/sec
47.770599
64QAM
US_TYPE_ATDMA

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6 hours ago

0

XfinityBillie

Official Employee

 • 

3.2K Messages

 

user_9427f6 I appreciate you taking the time to send us the information you've compiled. I would like to take a look at the signals on our end and see if we can do a little more account specific troubleshooting. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window   
Press Enter to send 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

Like

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40 minutes ago

0

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