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user_3phlcu
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2 Messages

Monday, November 11th, 2024 2:27 PM

Internet Packet Loss

A storm came through my area and caused at outage, ever since it got "fixed" my internet hasn't been the same. I've tracked up to 21% packet loss spikes on a daily basis. I have a fairly new modem/router and am pretty sure it's coming from the source. How do I go about getting this fixed since it's an infrastructure issue? Thanks.

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7 days ago

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XfinityJosephA

Official Employee

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1.4K Messages

8 days ago

Hello, @user_3phlcu how are you? It's always possible we may need to schedule an appointment. Have you already reset your equipment and made sure all your connections are tight and in good condition? Doing this can help. Also bypass any splitters if you're able to. If you take these steps, and you still see packet loss please let us know.

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user_3phlcu

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@XfinityJosephA​ Thank you for your response. Yes, my connections are in good condition and I have reset several times. It's been ongoing issue for months now since the storm incident I mentioned. That's why I think it has to do with coming from the source infrastructure. If you could schedule someone to check the source infrastructure, that would be great. Thanks.

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7 days ago

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XfinityMarcos

Official Employee

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1.9K Messages

 

user_3phlcu, it's possible we need to have a look things further upstream, however; I would like to try to eliminate things in case we can resolve it remotely. The first step would be to perform some signal checks going to your home, if that doesn't have the results we need, then we'd schedule a tech to come out and check things at your home. Only a tech can create a work order for our maintenance team, as they could confirm if more work upstream is needed. Let's try some targeted troubleshooting steps and look at your signal. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” 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

 

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7 days ago

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