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user_jkler8
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Saturday, November 15th, 2025 10:54 PM

Longtime User - Packet Loss Issues

Ive had consisent packet loss when gaming across all platforms of gaming. I tried all troubleshooting techniques numberous times. Packet loss is 1% to 5% every 5 to 10 seconds. At this point how do I have a tech come out? I accept the charges to diagnosis.

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user_jkler8

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4 days ago

Going on 17 hours and no response from Comcast. Sounds about right...

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XfinityJanelle

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4 days ago

Hey @user_jkler8 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your connection. I would be more than happy to offer my assistance looking into this further for you. Can you share any troubleshooting steps you have done?

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user_jkler8

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@XfinityJanelle​ 

Glad you asked. I pretty much have a degree from on the amount of research I did on this. With the past year..

- contacted to have CSR send a signal to my modem (router)

- reset modem to factory settings

- prior to that turned UPNP on and off (router)

- changed zerocongig on and off (router)

- changed "hops" from default "5" to "1" to "64" (router)

- made a reserved IP for gaming console (router)

- changed Security settings from ""High to Low" (router)

- Tried different port forwards for gaming console (router)

- Tried DMZ for gaming console (router)

- Changed DNS (gaming console)

- Cleared MAC (gaming console)

- Turned on and off QoS settings (gaming console)

- VPN to attempt to buypass faulty nodes that are reported to be apart of your infrastructure

I've researched and their is reporting that the nodes that are a part of your infrastructure are overloaded and need to be upgraded to keep up with demand of us as clients and the investment in upgrading infrastructure is lacking. I recently downgraded my internet plan from 1GB because what is the point of paying a higher cost underperforming internet.

Any help is greatly appreciated including the next steps of having a tech come out.

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4 days ago

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XfinityBillie

Official Employee

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3.7K Messages

 

user_jkler8 Thank you for all the detailed steps that you have taken to attempt to troubleshoot this on your end. You were very thorough! I'd like to get a look at the signals on our end. Please send us a DM to Xfinity Support with your full name and address to get started. 


To send a direct message:
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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
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Type your message in the text area near the bottom of the window   
Press Enter to send it

 

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4 days ago

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user_jkler8

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3 days ago

Comcast has since backend tests and confirmed packet loss is present. This a step in the right direction that this has at least been acknowledged on their end. This was escalated to further look into which Im perfectly content with. Comcast's customer service gets a slight boost from my perspective.

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EG

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114.6K Messages

3 days ago

@user_jkler8 @XfinityBillie 

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.

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