Visitor
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7 Messages
Intermittent packet loss along coastal California, just south of San Francisco
We have been experiencing high packet loss, over multiple days, at our home in Montara, CA, just south of SF. This affects online work meetings, streaming services, video games, etc. Our home is fully CAT6 wired and we use Ethernet to all our computers to maximize performance, and we don't use any splitters that could degrade the signal quality.
It's extremely frustrating because we can't do anything about it beyond restarting our cable modem, which only occasionally helps.
We had an Xfinity tech come out and check the line to our home for signal quality and such. The day he was out here, it looked fine. That was several weeks ago. Now we're getting packet loss regularly.
More recently, Comcast did an overnight maintenance (IIRC on May 14), and that fixed the awful packet loss we were seeing. That lasted about a week. The past couple days, the packet loss issue has been occurring through the day.
We lived in San Francisco for years and never experienced these kinds of sustained issues.
The tech did say that with the salty air and wind that equipment degrades quickly. I get that. But what exactly is our monthly bill paying for, if the service is unreliable?
XfinityRoberto
Official Employee
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2.3K Messages
18 days ago
Hello and welcome to Comcast @user_wmjw88. Thank you so much for reaching out to us regarding your service issues. You are in the right place and we are happy to assist you. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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
Let me know if you have any questions.
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EG
Expert
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118.5K Messages
18 days ago
@user_wmjw88 @XfinityRoberto
Please circle back here and post any possible solutions for the issue here in these open public 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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