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bocarat
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23 Messages

Tuesday, June 10th, 2025

How to get support for dropped packets?

For the last couple of weeks we have been seeing disrupted connections, so started running ping -t <various websites>. Seems to be independent of time of day, is somewhat intermittent, and packets loss over an hour is generally 1%, and as high as 3%. 1% is workable, 2% is disruptive, 3% is very much no bueno. Restarted modem,, PC etc etc.

The chat bot is useless because they run tests when of course there is no issue. I don't see any numbers to call.

Help?

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2 days ago

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XfinityThomasC

Official Employee

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2.7K Messages

2 months ago

Hello, @bocarat you can start here to work through your dropped packet issues. I recommend checking for 

insufficient hardware in either the client or the server, or a poor connection between the client and server. You can test the latency of your internet connection by using https://speedtest.xfinity.com. Anything below a ping of 20ms is considered to be great, while anything over 150ms could result in noticeable lag. Let the community know what you discover. Tell us what you are doing online when you notice these packet drops. For example, gaming or general website surfing. 

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EG

Expert

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112.2K Messages

2 months ago

@bocarat 

FWIW, that site only measures latency. Although they are related, packet loss and latency are not the same thing.

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bocarat

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23 Messages

@EG  I am using ping purely for the dropped packet analysis.

@XfinityThomasC  Generally worse in the mornings, when it's just me doing normal home office stuff (I am IT staff, telecommute). I'm not sure what the latency tells us here, but for the record it's typically 11-12ms. Speed test is usually 350mbps down or thereabouts, up is around 20mbps, but I haven't checked in a while and am not at home right now.

This is a fairly recent development, the last month or so.  

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1 month ago

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XfinityDena

Official Employee

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3.4K Messages

@bocarat When would you be home?

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1 month ago

bocarat

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@XfinityDena  Thanks. I am out of town for 10 days but will reply back. I was home briefly yesterday morning though and stability was terrible.

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1 month ago

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XfinityRichard

Official Employee

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2.2K Messages

Good Morning, @bocarat I'm sorry to hear that your stability was terrible. Once you get back from out of town, please reach back out so we can get your service issues addressed.-Richard

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1 month ago

bocarat

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23 Messages

Hey Xfinity folks, I am back, and having a terrible time this morning. Over an hour I had a 3% packet loss, followed by what seemed to be a 30+ second complete drop just now that kicked me off a work call with a customer that was pretty bad. Please LMK what I can do from my end.

I run pings 24/7 and these issues are intermittent - it can be fine for 8 hours plus, 0% loss, then gets flakey for a while, repeat. No packet loss to the router over wifi.

(edited)

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18 days ago

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bocarat

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23 Messages

16 days ago

Shocking today, 50% packet loss. The good news is that using the app finally recognized an issue, and tech supposedly coming Monday....

Meanwhile, internet essentially unusable for minutes at a time right now.

This could all be avoided if there was some way to speak to a real person. MONTHS AGO.

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XfinityPeterH

Official Employee

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2.1K Messages

 

bocarat Thank you for the update and sharing the feedback. We are glad to hear a tech is coming out and our team will be happy to follow up with you after Monday. Please feel free to let us know if something comes up before that, we are alwyas here to help. 

 

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16 days ago

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bocarat

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Unfortunately, your tech was unable to read numbers on a mailbox, went to the wrong address, and when I drove out there to find him after I got a text he rudely refused to come to my house saying "Google Maps" says it's here, and to reschedule, before driving off. Easily the the worst customer experience I have ever had with Comcast, and I have had quite a few interactions over the years. Now rescheduled for Thursday morning, after 2-3% packet loss until 10am this morning, just like every other morning. Shocked.

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12 days ago

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XfinityBillie

Official Employee

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3.5K Messages

 

bocarat Oh no! This definitely isn't the experience we want for our valued customers. I'd like to get a look at the account and set a follow up after that upcoming visit. 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

 

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12 days ago

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bocarat

Contributor

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23 Messages

I think my situation is actually worse than I realized. I dropped the ping timeout from the Windows default of 4 seconds to 1 second and I'm hitting 12% loss this morning.

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11 days ago

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bocarat

Contributor

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23 Messages

5 days ago

Still no improvement as when they came out to replace the drop after replacing all connectors and modem, they tested in the afternoon I think saying we have great signal. I am still seeing 4% packet loss this morning. 

What do I have to do to get this resolved?

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bocarat

Contributor

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23 Messages

5 days ago

Oh, and I noticed that the new modem/router doesn't respond to pings on 10.0.0.1. Is there a way to turn that on?

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XfinityJamesC

Official Employee

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2.3K Messages

Greetings again, @bocarat! I'm sorry to hear that replacing the drop and all connectors did not improve the packet loss issue. Did the technician offer any follow-up steps, or did they just want you to schedule a return visit if the problem was still occurring? We want to make sure we stay on top of this, so it doesn't get incorrectly categorized as a resolved issue.

 

As far as the ping command, can you tell me a little more about what's happening? My documentation suggests the ping loopback address should be 127.0.0.1, but I'm not sure if that is for a different kind of ping test than the one you're running.

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3 days ago

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EG

Expert

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112.2K Messages

3 days ago

@XfinityJamesC 

127.0.0.1 is the hairpinning address for pinging the client device / localhost. It's different than pinging 10.0.0.1 for the gateway's built-in web server.

(edited)

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bocarat

Contributor

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23 Messages

2 days ago

Exactly. An Xfinity tech that doesn't know the difference between pinging 127.0.0.1 and the gateway? AI chatBot?

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XfinityJamesC

Official Employee

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2.3K Messages

Thank you for clarifying, @EG! I was wondering why there wasn't any documentation about pinging the web server. It's possible that functionality was incorporated into the automated processes that are now handled by the Xfinity app. 

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2 days ago

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EG

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@XfinityJamesC​ 

Quite welcome !

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2 days ago

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