Visitor
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14 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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2.4K Messages
1 month 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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118.8K Messages
1 month 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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user_wmjw88
Visitor
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14 Messages
2 days ago
It's been ~3.5 hours of frequent packet loss. This has disrupted our work, ability to watch streaming content, etc.
[6/26/2026 10:48:07 PM] Reply from 74.6.231.21 [85 ms]
[6/26/2026 10:48:11 PM] Request timed out.
[6/26/2026 10:48:14 PM] Request timed out.
[6/26/2026 10:48:15 PM] Reply from 74.6.231.21 [91 ms]
[6/26/2026 10:48:19 PM] Request timed out.
[6/26/2026 10:48:20 PM] Reply from 74.6.231.21 [94 ms]
[6/26/2026 10:48:22 PM] Reply from 74.6.231.21 [84 ms]
[6/26/2026 10:48:24 PM] Reply from 74.6.231.21 [65 ms]
[6/26/2026 10:48:26 PM] Reply from 74.6.231.21 [63 ms]
[6/26/2026 10:48:30 PM] Request timed out.
[6/26/2026 10:48:31 PM] Reply from 74.6.231.21 [89 ms]
[6/26/2026 10:48:33 PM] Reply from 74.6.143.26 [93 ms]
[6/26/2026 10:48:36 PM] Reply from 74.6.143.26 [120 ms]
[6/26/2026 10:48:38 PM] Reply from 74.6.143.26 [124 ms]
[6/26/2026 10:48:42 PM] Request timed out.
[6/26/2026 10:48:45 PM] Request timed out.
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user_wmjw88
Visitor
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14 Messages
1 day ago
Wanted to share back for transparency what I heard back from Xfinity support in a direct message a few minutes ago:
> Thank you! I’ve successfully accessed your account with that code. I do apologize for the delay as I was reviewing your signals. For the internet coming into your home, your signal strength is perfect. Your numbers sit between -1.5 and -3.0, which is excellent since the ideal target is 0 and anything between -7 and +7 is great. Your download signal quality is also outstanding. Your numbers are in the mid-40s, well above the 35 mark needed for a completely clear connection. For the internet leaving your home, your power level is excellent. Your numbers are around 44, which fits right into the ideal 35 to 49 range and means your modem does not have to strain to send data out. Your upload signal quality is healthy as well, sitting between 33 and 38, which is well above the minimum score of 31 needed for a clean, strong upload. Since the incoming signal to your modem is healthy, packet loss is usually caused by a glitching modem, a bad Ethernet cable, or Wi-Fi interference inside the home. Have you thought about testing out a Xfinity gateway, to see if there is a difference in connection?
The latter part of that message is extremely frustrating as a customer to receive. It's basically saying to the customer "The problem is you, it's not us." Moreover, the problem is not right now but the many hours I've previously posted with timestamps throughout this thread.
Given that Xfinity is being presumptive about our situation, let me clarify for Xfinity how we're set up:
We are set up so intentionally well because my spouse and I both work from home.
We're extremely confident that the issue with packet loss is not on our end. If there were potential issues, we would have diagnosed and fixed them already.
And I have heard throughout this forum thread that at least some of those periods of packet loss issue I've documented above were due to issues with Xfinity, not with me as the customer.
Please, please, please look into what is causing packet loss issues on your side. This is not a customer issue. This is your service / network. Please provide the service we are paying for.
3.5-hr service disruptions (last night) and 6-hr service disruptions two days before that are simply not acceptable.
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user_wmjw88
Visitor
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14 Messages
1 hour ago
Packet loss just started occurring a few minutes ago:
[6/28/2026 10:39:58 PM] Reply from 74.6.231.21 [61 ms]
[6/28/2026 10:40:00 PM] Reply from 74.6.231.21 [61 ms]
[6/28/2026 10:40:02 PM] Reply from 74.6.231.21 [60 ms]
[6/28/2026 10:40:06 PM] Request timed out.
[6/28/2026 10:40:07 PM] Reply from 74.6.231.21 [95 ms]
[6/28/2026 10:40:11 PM] Request timed out.
[6/28/2026 10:40:12 PM] Reply from 74.6.231.21 [93 ms]
[6/28/2026 10:40:14 PM] Reply from 74.6.231.21 [63 ms]
[6/28/2026 10:40:18 PM] Request timed out.
[6/28/2026 10:40:19 PM] Reply from 74.6.231.21 [70 ms]
[6/28/2026 10:40:21 PM] Reply from 74.6.231.21 [63 ms]
[6/28/2026 10:40:23 PM] Reply from 74.6.231.21 [63 ms]
[6/28/2026 10:40:25 PM] Reply from 74.6.231.21 [84 ms]
[6/28/2026 10:40:29 PM] Request timed out.
[6/28/2026 10:40:32 PM] Request timed out.
[6/28/2026 10:40:33 PM] Reply from 74.6.231.21 [76 ms]
[6/28/2026 10:40:37 PM] Request timed out.
[6/28/2026 10:40:40 PM] Request timed out.
[6/28/2026 10:40:43 PM] Request timed out.
[6/28/2026 10:40:46 PM] Request timed out.
[6/28/2026 10:40:49 PM] Request timed out.
[6/28/2026 10:40:50 PM] Reply from 74.6.231.21 [64 ms]
[6/28/2026 10:40:52 PM] Reply from 74.6.231.21 [96 ms]
[6/28/2026 10:40:54 PM] Reply from 74.6.231.21 [83 ms]
Would appreciate a response from Xfinity Support.
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