Visitor
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5 Messages
Intermittent packet loss
Starting around 2 months ago I have been experiencing intermittent packet loss for around 5 seconds at a time, every few hours. It's been incredibly annoying for video calls when working and when gaming*. I assume something must have changed since I've been using xfinity for almost a year and a half and have never encountered this problem previously.
I am on a wired ethernet connection. I have tried switching ethernet cables, restarting my gateway (through app and through the button at the back), and unplugging / replugging every cable. The issue persists.
*Interestingly enough when I'm gaming, the packet loss seems to be one way; my inputs do not register but I can still see updates from the server.
e1q
Visitor
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5 Messages
3 days ago
I could not find the direct message feature until I made this post. I have sent a direct message.
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EG
Expert
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115K Messages
3 days ago
@e1q
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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EG
Expert
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115K Messages
3 days ago
First. Please try starting here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
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XfinityOrlandoM
Official Employee
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2.8K Messages
1 day ago
@e1q
Thanks for reaching out to us and for the steps you've taken to try and remotely troubleshoot your connection issue.
Let's get this resolved for you, to get started please send me a direct message including your first and last name complete service address.
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EG
Expert
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115K Messages
22 hours ago
@e1q @XfinityOrlandoM
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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