2 Messages
Intermittent Severe Packet Loss for weeks
Hello,
I started having issues with gaming/streaming on or before 24-Jan-2024. The issue has been intermittent with no apparent pattern. I would characterize the problem as intermittent severe packet loss. Here are the steps I have taken to troubleshoot the issue so far:
- Confirmed the packet loss occurs on both LAN and WiFi
- running ping google.com -t in windows on 2 separate devices (1 Desktop connected to LAN and 1 laptop on WiFi).
- Packet loss observed on both devices.
- Eliminated all devices from my home network (except desktop on LAN) --> did not address issue
- Disabled WiFi to disconnect all other devices on my network
- With only desktop connected on LAN the issue still occurs
- Checked cable routing inside home --> did not address issue
- removed unnecessary splitters to improve modem power levels
- verified power levels are within the expected range
- changed coax cables where possible (between modem and wall)
- Restart of XFi gateway, factory reset of XFi gateway --> did not address issue
- Replaced modem/router combo (Comcast owned XFi Gateway) with Arris SBG8300 including ethernet and coaxial cables--> did not address issue
- Comcast technician visit on 31-Jan-2024 --> did not address issue
- Technician inspected cables inside the home and connections outside the home
- He stated he replaced some connections on the exterior of the home
Here is an example of the packet loss experienced when pinging google.com Note the severity and duration of the packet loss varies but reaches 100% at times.
Another example of the packet loss experienced in the last 24 hours:
I have been on the phone/xfinity chat almost daily (with exception of the 5 days I would out of town) with Comcast trying to get their support to address this issue. I have an additional appointment schedule 11-Feb-2024 which Comcast has already called to try and cancel TWICE because "everything is testing out fine from their end". I have reassured them everything is indeed not fine and I am still experiencing the intermittent packet loss. I am not sure what is left for me or Comcast to test here in my home.
I am unable to use my internet for basic gaming. I am experiencing issues on voice calls with work when working from home. I am not able to stream for over 2 weeks now.
What assistance can be offered to narrow this issue down?
ccRuben
Retired Employee
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729 Messages
1 year ago
@user_0d2bbq Thank you for taking the time to reach out. We will be happy to help troubleshoot these issues. Please send a direct message with your name and address, thanks!
Here's the detailed steps to direct message us:
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YayForBrian
2 Messages
1 year ago
I'm having the same exact issue, mine happens the worste at night time, gaming is basically unplayable
(edited)
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EG
Expert
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110.4K Messages
1 year ago
@user_0d2bbq @XfinityRuben @YayForBrian @XfinityBenjaminM
Please circle back here and post any possible solutions for the issues here in these open 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_y5zdy9
1 Message
1 year ago
They won't, because their "10G Internet" rollout is showing other weaknesses in their network and would generate further negative backlash from customers. Near their "ibone" routers 5-6 hops out from my network in the NW Atlanta region when doing a traceroute to google.com, the packet loss is ridiculous and persistent near 24/7. It started when people began reporting that Comcast was doing their upgrades in neighborhoods in my area back in last January.
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user_56khoz
1 Message
11 months ago
Same here. 2 months of very bad packet loss. 0.5Mb speed.
I have to switch the provider since the technician visit did not help. Neither did device replacement, nor upgrades of all the software and firmware.
Xfinity just did not know what to do. The last reason they gave was that maybe someone close to me installed an infrared sauna, which interfered. Maybe... but it does not help.
Sad, I have been their customer for the last 15+ years at several locations.
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EG
Expert
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110.4K Messages
11 months ago
@user_56khoz
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 5-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.
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