Internet Service Has High Packet Drop Rate

Hello,

Since activating my Gigabit Extra service at the beginning of last month, I've been experiencing abnormally high packet drop rates.

packetlosstest.com consistently shows 25%-35% upstream packet loss but little downstream packet loss. This directly impacts real-time communication services like Discord and Google Meet.

I've performed several local troubleshooting steps, starting with resetting my Xfinity Gateway to factory defaults and testing with a mix of Wi-Fi and Ethernet devices. Packet loss results for each device are similar. Interestingly, the results are similar when connecting to my neighbor's "xfinitywifi" public hotspot. This suggests a larger issue with the cable service in our building or neighborhood.

The modem itself shows significant error codewords for the downstream channels:

Downstream	Channel Bonding Value
Channel ID	44	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	41	42	43	193
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	681 MHz	489 MHz	495 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz	850000000
SNR	44.9 dB	44.9 dB	44.9 dB	44.9 dB	44.9 dB	44.9 dB	45.0 dB	45.0 dB	44.8 dB	44.9 dB	44.7 dB	44.8 dB	44.9 dB	45.0 dB	44.9 dB	45.0 dB	44.7 dB	44.9 dB	44.9 dB	44.9 dB	44.9 dB	44.9 dB	44.8 dB	44.9 dB	44.7 dB	44.8 dB	44.5 dB	44.6 dB	44.7 dB	44.9 dB	44.8 dB	42.7 dB	42.9 dB
Power Level	5.1 dBmV	4.6 dBmV	4.6 dBmV	4.3 dBmV	4.4 dBmV	4.5 dBmV	4.4 dBmV	4.4 dBmV	4.1 dBmV	3.9 dBmV	4.6 dBmV	4.7 dBmV	4.9 dBmV	4.9 dBmV	4.9 dBmV	4.9 dBmV	4.8 dBmV	4.9 dBmV	4.9 dBmV	4.9 dBmV	5.0 dBmV	4.9 dBmV	4.9 dBmV	4.9 dBmV	4.6 dBmV	4.5 dBmV	4.5 dBmV	4.3 dBmV	4.8 dBmV	4.8 dBmV	4.6 dBmV	4.8 dBmV	1.5 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream	Channel Bonding Value
Channel ID	17	18	19	20	21	22
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz	10 MHz
Symbol Rate	5120	5120	5120	5120	2560	2560
Power Level	45.8 dBmV	43.3 dBmV	43.3 dBmV	43.3 dBmV	46.3 dBmV	45.3 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	44	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	41	42	43	193
Unerrored Codewords	21858437	84113603	84109698	84105989	84122787	84145905	84160688	84169620	84210427	84164100	84174103	84190691	84211510	84217655	84219589	84221510	84276619	84243280	84260185	84271610	84275669	84276615	84290642	84301932	84362269	84325431	84324881	84327130	84336912	84340815	84353638	84357482	21858437
Correctable Codewords	10638925	135447	138079	137544	134417	126622	123296	122464	126680	126559	123547	119235	113941	113443	115184	115951	114112	108869	103908	100979	102060	103008	98799	94304	91904	86674	90698	92193	88496	88236	82932	82182	10638925
Uncorrectable Codewords	5037	51899	58193	67566	58903	47527	42485	39887	47420	49476	47989	41730	31736	31222	34060	36329	36754	30633	24440	20737	21611	24392	20562	18768	15888	13444	14585	15817	14665	16299	12555	12558	5037

I'm hoping it is possible for a technician to evaluate the health of our building's cable infrastructure. So far, I've been unable to convince the Xfinity Assistant to schedule such a visit. This issue is similar to another where an amplifier was found to be bad: https://forums.xfinity.com/conversations/your-home-network/intermittent-connection-drops-and-packet-loss-every-1520-minutes/65e4c15045834d314f44d683

Responses

Accepted Solution

J

jackoalan

5 Messages

15 days ago

A technician visited a couple weeks ago and connected my service to a stronger port on the tap. This marginally improved the codeword error ratios, but packet loss statistics were still problematic.

However, this week I have a substantial update. After a series of neighborhood-wide outages and Xfinity trucks driving all over town, service now seems to be rock-solid. Most packetlosstest.com tests return 0% loss, and occasionally 2-3% loss. This is far better than before - real-time communication and gaming works reliably.

CM Error Codewords
Channel ID	12	1	2	3	4	5	6	7	8	9	10	11	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	193
Unerrored Codewords	145744066	517354306	517358343	517364383	517414368	517374175	517380154	517385856	517390422	517395542	517401683	517406123	517410486	517395295	517421912	517428382	517433675	517438609	517443461	517496980	517454192	517459133	517464084	517470069	517475637	517480071	517485317	517541855	517496032	517501894	517504993	517507385	145744066
Correctable Codewords	129956426	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	129956426
Uncorrectable Codewords	468	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	468

(edited)

3

XfinitySheila

Official Employee

•

1.1K Messages

Hi there! Since it has been a few days from our last interaction, can you please confirm your full name and address? I understand your concerns and I am happy to go over the service issues you are still experiencing.

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

15 days ago

0

J

jackoalan

5 Messages

Hello! You may close this issue.

My message describes two points in time: immediately after the technician visit (two weeks ago, not fixed), after neighborhood fixes (this week, fixed).

As of today I have excellent stability on my service

15 days ago

0

XfinityDemitrius

Official Employee

•

1.7K Messages

We appreciate the update! We hope you have a great rest of your day and thank you for choosing Xfinity.

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

15 days ago

0

XfinityThomasD

Official Employee

•

1.2K Messages

1 month ago

jackoalan Thanks for posting on our Community Forums. With signal issues like these, it could possibly be a network issue from the local node to the incoming lines to the homes, and we would most likely want to have a technician check on this for us. If you still need assistance with this, please send our team a direct message with your full name and address.

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "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.

1

J

jackoalan

5 Messages

@XfinityThomasD Thanks for the DM trick, I’ll do that now

1 month ago

0

EG

Expert

•

109.5K Messages

1 month ago

@jackoalan @XfinityThomasD

Please circle back here and post any possible solutions for the issue here in these open public 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.

0

EG

Expert

•

109.5K Messages

15 days ago

@jackoalan

Thank you for circling back ! Hope things hold up for you now. Best of luck. Please feel free to create a new topic if the issue returns. Now closing your solved topic.

0

Your Home Network

jackoalan

Internet Service Has High Packet Drop Rate

jackoalan

XfinitySheila

jackoalan

XfinityDemitrius

XfinityThomasD

jackoalan

EG

EG

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