2 Messages
High packet loss during late afternoon to midnight.
I live in the Newport area of Jersey City NJ and it has been going on for a few days that the packet loss is dramatically increased during late afternoon to midnight. I have called Xfinity for help, but it seems to go into a loop that I start an appointment in the night; I get a call in the morning saying the issue has been resolved; the packet loss issue again in the late afternoon. Are there any solutions for this kind of problem?
I also attached a statistic to prove my point, I pinged google (sorry google server, I still love you) for about 12 hours starting yesterday afternoon until this morning.
XfinityAirelle
Official Employee
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2.6K Messages
1 year ago
Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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EG
Expert
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110.4K Messages
1 year ago
@user_7fmeyh @XfinityAirelle
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_7fmeyh
2 Messages
1 year ago
Here is some update.
The technician has came to the apartment and took a good look to trying find the issue is. He was saying the router is outdated and not supporting the XB6 which could be the problem and suggested to switch modem provided by Comcast. But the modem is my roommates' and he is not willing to change it. I also highly doubt this explanation since the issue seems only happening during the late afternoon to night time. Like someone is interrupting the system during this time some where else. I have also started to record ping result and here is so far until today :
The packet loss was so high that some website javascript would crush in the process. All I can do right now seems to be avoiding to use the internet during this time until a real solution would be implied.
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