U

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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456 Messages

3 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?

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