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Visitor

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3 Messages

Wed, Jul 21, 2021 9:28 PM

Internet chronically going unstable with extreme packet loss.

For multiple months i've been having serious packet loss problem that comes and goes. Had technician appointment multiple times had to rewire my network, more often they were not able to troubleshoot cleanly because my service was working as it should. Problem happens for couple hours or days every 1-2 week. In recent tech appointments we installed whole new wire and equipment to the house and problem is still on going.
Also one more thing to note is that chat support and outage map says my service is working fine, but outage map also says zip code where my service area is is experiencing outage. Seems to be something wrong with outage map or diagnostic tool and or metadata for my service address seems to be incorrect.
My modem data, packet loss proof (ping test to comcast with timestamp), outage map.

Responses

Official Employee

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366 Messages

2 m ago

Hello, @user_33901c, thank you for reaching out to our forum for help with your connection issues. Slow speeds, constant packet loss, and an unstable connection really do make for a bad experience, so I can only imagine what you've been going through. I have your back on this, and you've reached the perfect place for help. I promise we'll stick with you until we get to the bottom of things. You've mentioned repeated tech visits in the past and possible service interruptions which lead me to want to take a closer look at your account. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Visitor

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1 Message

@XfinityMarcos Hello could you please help me as well. I am having the same issue. I found this here and it seems like the same problem I'm having.

Giving an update here. A third tech came today and we spent nearly three hours together on the issue. From what I observed, the tech ran the following tests:

  • the quality of the wiring I did from the ground block to the modem through the new coax socket
    • He found there was ingress (signal leakage) on the line, so he replaced the line
  • the quality of the drop from the tap to the house
    • He said this was good
  • doing all the Internet checks by connecting the tech's device to
    • the tap
    • the cable coming into the house
    • the cable I would connect my modem to
    • a "hot drop" - a long cable he made to connect from the tap all the way to the modem.

Right after he fixed the house wiring I again observed significant spikes. The modem kept showing MDD message timeouts, but Comcast could not see it on their end. There's definitely some difference in the way the modem reports errors and what is reported back to Comcast. Anyway, the technician was patient and tested the hot drop from the tap, and eventually, he decided that the DOCSIS 3.1 signal was bad. As he described, the 3.1 signal was "all over the place". He called in a maintenance crew, who came pretty soon after, did some work beyond the tap (I *think* they replaced something between the tap and the next thing on the street, but I'm not sure).

Also, I can't seem to find the private message button on your profile.

Visitor

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3 Messages

@XfinityMarcos

Hello mate sorry for late reply but I can't seem to find your name on the DM list.  

Official Employee

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146 Messages

Hey @user_33901c, thank you for getting back to us and no problem on the delay. Xfinity Support over our forums is designed to be an asynchronous form of communication so you can reply when ever is good for your schedule. To send a private message, you would need to send the message to our shared handle Xfinity Support not our personal handles. Since we are here 24/7, it goes to a shared handle so your concern is addressed in real time by an available agent instead of having to wait for a specific agent's schedules. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

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147 Messages

Hello @user_26cb49, thank you for taking the time to reach out to us for help with your connection concern. We will be glad to take a look at this in more detail. To get started, 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 are the detailed steps to direct message us: 

Click "Sign In" if necessary

Click the "Peer to peer chat" 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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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