Contributor
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12 Messages
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?
XfinityThomasC
Official Employee
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2.6K Messages
13 hours 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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111K Messages
8 hours 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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