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Visitor

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6 Messages

Sat, Jan 15, 2022 3:41 AM

Live gaming impossible with comcast fcc complaint

We have more than enough internet capability. Few years ago live gaming seemed not to be an issue it's impossible now...it's always the same answers...reboot system escalate to higher tier tech support...tech to come out and service lines, etc... we're paying so much money for useless service.

We tried everything before finally contacting FCC and lodging a complaint.

We tether, tried several different routers, different games COD, Battlefield,  etc..., VPN, port forwarding...you name it. 

After, FCC got involved the comcast exec offices got involved...found several physical issues throughout outside lines...it seemed as though these issues were being addressed and it seemed for a day or two online gaming seemed more consistent ...

Long story short FCC case was closed and literally overnight our same issues arise...our gaming continues to be behind everyone else in game. It might be ok for first 20 minutes and then goes right back to seconds behind.

We've called the exec offices and now no one returns calls. 

At this point, we think that comcast is throttling?

We're going to continue to look for help at resolving this issue. Is this not against the law...paying for what's promised and they're not delivering...false advertising,  bait and switch?

Any suggestions out there would be so appreciated. 

Thank you. 

Visitor

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6 Messages

14 d ago

We've tried Playstation 3 and 4 and xbox...all same issues...seconds behind other online gamers.

Official Employee

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325 Messages

Hello @DMWMDW, thank you for reaching out to us on our community forums. This is far from the experience we want you to have. As promised in our Open Net Neutrality Claim we do not throttle our customers' internet. Could you please send our team a direct message with your full name and full address? I myself am a gamer and completely understand how frustrating this issue is.

 

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.
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Visitor

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6 Messages

Still have not received a reply or solution

Official Employee

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817 Messages

I'm truly sorry if you haven't received our responses in our direct message. I have just sent you a new one if you can continue working with us there so we can better assist you. 

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

Visitor

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4 Messages

6 d ago

Hello, I'm having a similar issue with my PS5. The PS5 internet connection test fails at various and inconsistent points in the process, but it never tests without issues. Sometimes, it fails at PSN sign-in, other times it fails at NAT Type, other times still it fails at Internet Connection or even upload speed. I've spoken with 7 reps, had a tech that replaced my lines and gave me a line directly to the pole and I'm still having issues. I've been dealing with this for a week. I use internet for two things - work laptop and entertainment system PS5. It's like I'm not receiving half of the service I'm paying for. You may say you don't throttle, but in reality it's a different story.

Visitor

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6 Messages

6 d ago

I had a conversation as instructed on the "peer to peer " chat.

The xfinity assistant saw my original service ticket...said it was closed...problem solved. I explained that this is an ongoing issue and that ticket should not have been closed...the tech found a number of issues on the outside equipment...they said the problems were fixed but we still are having the same issues...actually worse than before. This leads me to think something else is going on with network congestion for example that causes our online gaming to be seconds behind other players and seconds may as well be like hours in multi-player settings.

An appointment was automatically scheduled...I received a text for this Monday. I'll keep my fingers crossed...we'll see what happens but, we're not going to give up until it's fixed. We've been paying premium prices for premium service and  we're lucky if we're getting mediocre services. Stay tuned.

Visitor

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4 Messages

6 d ago

Sounds like the type of issues I’m having as well.

Playing rocket league is impossible at random times each night. Will be running perfectly, and randomly drop speeds by 40%+ and crazy packet loss.

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