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user_0e3b8c
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Conversation Starter

Visitor

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6 Messages

Friday, February 4th, 2022 2:29 AM

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Internet Drops Intermittently throughout the day / Packet loss when streaming or playing video games! Please help!

Hi There,

I've been having issue with random drops of connection/ packet loss for almost 1 month now! I have called customer support 10+ times but have not received a fix! A tech has come to the house and confirmed the issue is definitely not inside the house as well. Please help, anything would be greatly appreciated.

Thank you!

Paul D.

Question

 • 

Updated 

3 years ago

 • Edited

314

6

0

This conversation is no longer open for comments or replies and is no longer visible to community members.

EG

Expert

 • 

110.2K Messages

3 years ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

Is this a WiFi connection ?

0

0

user_0e3b8c

Visitor

 • 

6 Messages

3 years ago

Downstream
Channel Bonding Value
Index
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
0
159
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
675000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
681000000
687000000
693000000
704800000
SNR
40.946209
40.946209
40.366287
40.366287
40.946209
40.946209
40.946209
40.366287
40.366287
40.946209
40.366287
40.366287
40.366287
40.946209
40.946209
40.366287
40.366287
40.946209
40.946209
40.946209
40.366287
40.946209
40.366287
40.366287
40.946209
40.946209
40.366287
40.366287
40.366287
40.946209
40.366287
40.366287
43.64 dB
Power Level
2.000000
1.200001
0.799999
0.900002
0.799999
1.000000
0.900002
1.400002
0.900002
1.200001
0.900002
1.200001
1.000000
1.200001
0.500000
0.400002
0.500000
0.500000
1.099998
1.000000
1.500000
1.500000
1.400002
1.200001
1.400002
1.400002
1.299999
1.700001
1.400002
1.700001
2.400002
2.200001
3.200001 dBmV
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM

0

0

user_0e3b8c

Visitor

 • 

6 Messages

3 years ago

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
23700000
17300000
30100000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
44.270599
44.020599
44.520599
45.020599
Modulation
32QAM
32QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

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0

user_0e3b8c

Visitor

 • 

6 Messages

3 years ago

TG44821 Gateway from comcast, tech has already been to house and checked connections / replaced the modem.

0

0

user_0e3b8c

Visitor

 • 

6 Messages

3 years ago

Wired Connection / but wireless is experiencing similar issues

0

0

user_0e3b8c

Visitor

 • 

6 Messages

3 years ago

Level 3 repeat tech is coming out tomorrow to check the street. Not sure what else I can do at the moment.

1

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

HI there @user_0e3b8c, thank you so much for reaching out to us about your Internet issues. I am happy to look at your account and confirm any appointments. 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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

3 years ago

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