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Visitor

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4 Messages

Wednesday, April 26th, 2023 11:58 PM

Closed

Intermittent packet loss for last month.

I’ve tired everything. Literally everything. It’s not an equipment or software issue. This is happening over Ethernet cables. I’ve tried 3 different ones btw. This started while using xfinity equipment and continues even after replacing the modem. There are no splitters. Just one coax from outside the home to the modem. I work remotely and this is now causing issues with job.  Xfinity says everything looks good because it IS good until it’s randomly not. 2-3 times per hour I suffer extreme packet loss (15-20 %) and then it goes away after about 1 minute. I’m going to have to switch to a slower provider because I don’t see any other options. I’m on the highest package, more than capable equipment and xfinity says “all good”. This stsrted after I received a txt about an Outtage being restored that I wasn’t even experiencing. The next morning I got dropped from a work meeting SEVEN times over the course of 30 min. It’s been awful since. Idk y’all. I guess if your lucky and it’s working for you? Beautiful service. If anything goes wrong anywhere down the line? You just suffer until they accidentally fix the issue months and months later.  Dad state of affairs

Problem Solver

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908 Messages

2 years ago

@user_c56cb0

 

Thank you for taking the time to reach out via our Xfinity Community Forums! I am sorry to hear about the service issues, but we are also happy to help! What troubleshooting, aside from changing ethernet cables, have you completed prior to reaching out about this?

Visitor

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4 Messages

2 years ago

Thanks for reaching out 

(edited)

Contributor

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342 Messages

@user_c56cb0

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil 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

 - An "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

 

See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast. 

Visitor

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4 Messages

Thanks. And just to be clear the techs that have come out have been great. It’s not their fault. I understand things happen that are out of everyone’s control. I’m not going waste my time and resources going through this time and again with absolutely no change in out come. I appreciate your help. Everyone at xfinity has been great.  I’ll continue to monitor and document my network performance/traffic and submit tickets as needed. Thanks again

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