Friday, September 29th, 2023 3:07 AM

High packet loss

Have been experiencing high packet loss while gaming. When gaming, it's showing 40-60% loss. We've had technicians out multiple times and had a new gateway installed a month or two ago to get faster speeds. One of the techs got rid of some unnecessary splitters which he said were degrading the signal. It was working ok for a bit, but the issue has returned. I've done a couple of pathping commands to try to figure out which hops are the issue, and it seems to be 4-5 hops down the line, at least when I ping the game server. I am not really sure how to go about convincing xfinity that the issue does not appear to be in the home, but elsewhere. I have tried a VPN and connected to servers in different states, but the issue remained, I am unsure what this tells me. I had assumed that a VPN would take a different route than my normal one, allowing me to skirt the issue, but that doesn't seem to be the case. I have tried the usual reboots of the gateway and router, and when I do testing, I connect directly to the gateway with an ethernet cable.

Any troubleshooting help would be appreciated.

Also, a note: It is most noticeable when gaming, but it is noticeable on other devices while streaming, or doing video calls. It is not specific to one device or one game, either.

Official Employee


927 Messages

2 months ago

Hello @user_7882d7, thanks for refacing out for help with your connection. As someone that uses the internet for just about everything, I know how important it is to have a stable signal. Our team will be glad to take a look at your account in more detail and help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Please let me know if you have any questions or run into any problems. 



101.7K Messages

2 months ago

@user_7882d7 @XfinityRyanE 

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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