Visitor
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4 Messages
Intermittent packet loss
I've having periods of 3-5 seconds of total packet loss every 10-30 minutes. The interruption does not last long enough to impact streaming video but is annoying for work-related video/voice communication and incredibly disruptive to gaming.
I've run simultaneous continual ping tests from my PC to the modem and to Google/Yahoo. I have seen no loss to the modem - only loss is seen to the internet pointing to an issue with Xfinity's network.
The Xfinity app recommended a modem upgrade and today I received and installed an XB8 to replace my XB7. The problem persists.
I've had this service for more than a decade and this problem only started to occur in the last couple of weeks.
How do I get this resolved?
Accepted Solution
weetmch
Visitor
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4 Messages
15 days ago
Update
Resolution: A technician visited my home and discovered a very old RF filter attached to my line at the Xfinity junction box on my street. He removed this filter and my problem went away.
Details: The theory is this filter was a left over from "when things were analog". It hadn't been causing me serious problems until Xfinity recently changed up the frequencies they were using for my service. When this happened the filter started to interfere with the upstream signal which caused an issue at the modem. The modem would eventually take a recovery action which would purge all buffered packets and this manifested as an interruption in internet communication.
The technician also updated the cable connections at the modem itself with new connectors but this was not expected to have had a significant impact.
The technician was very good. He had a ton of experience in the field and had already anticipated he would find a filter before opening the street box. He was also very patient in trying to explain to me why this filter would suddenly cause me problems. He also waited around long enough after the fix for my testing to verify the 10-minute cycle of disconnects had stopped.
Disclaimer: The details above are my best understanding of what the technician was trying to tell me. It may not be 100% technically accurate as I have only a layman's understanding of the technology.
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weetmch
Visitor
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4 Messages
23 days ago
A screen capture of my ping tests showing an example. Note the timestamps showing basic duration.
(edited)
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Roman-K
Visitor
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5 Messages
22 days ago
Oh yeah, I’ve been dealing with the same issue. I’ve had it for a while it wasn’t critical at first, just really, really annoying. But recently, it’s gotten a lot worse. Every 2 to 15 minutes, I suddenly lose around 3,000 to 10,000 packets, which makes any kind of video or voice communication, as well as gaming, basically impossible. As I notice it happens more often with outgoing packet.
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EG
Expert
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110K Messages
20 days ago
@weetmch @XfinityAirelle
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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