Visitor
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5 Messages
Home Internet Service connection is dropping and high latency.
Hello, After September 2nd I began experiencing high latency (some as high as 500 -1200 ms) and dropped packets throughout day. Now it seems to be in early morning to early afternoon window, then it resumes back to undisturbed internet. Please note before Sept 2 , I barely had any interruptions. Internet Plan has been upgraded and compatible modem was purchase, Technician checked line and stated something about line signal was not peak. Still continuing to have drops and I have noticed errors on modem logs, which I can provide. Thanks.
XfinityAntoine
Official Employee
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180 Messages
1 m ago
Hey @user_4c7821! Thank you for taking the time to reach out, all the info and for being part of the Xfinity family. That's definitely not the experience we want you to have. I'd also be upset if my internet services weren't working properly. It does sound like a it could be a signal issue. I'd like to compare any logs you have to anything I can fins on the backend. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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user_4c7821
Visitor
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5 Messages
1 m ago
Hi Antoine,
Thank you for you response. I had a technician come out today and verify line was good. Also, I swapped out newly purchased Netgear CAX80 back to my older ARRIS Surfboard for troubleshooting purposes; Latency and drops have greatly diminished with older modem. I'm going to monitor for another 24 hours and see if issue has been corrected. I will let you know either way. Thanks again.
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user_4c7821
Visitor
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5 Messages
1 m ago
@Tony - No I haven't reached out to Netgear; not wasting any more time on this. I've been working long enough in Tech to see buggy appliances. After researching, It's a known issue with their appliance and they better correct in next FW update. I'll go with a known, good solution from this point on.
Thanks, Guys. Going offline.
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