Major packet loss and disconnects

I’ve been having issues for about 2 months with my connection. Everything has been working fine since I moved in January up until now. Randomly throughout the night and day my internet will drop off completely for a few seconds then come back on. This is BOTH via Ethernet and WiFi. I’m a big online gamer and it’s hardwired to my PC and I’m the middle of a game, I’ll disconnect and then have to reconnect when the internet comes back 15 seconds later. Talk about annoying.

I FINALLY got a tech to come after 2 weeks, he showed up and tested my cable at the demarc on the side of my house and inside. Stated it looked fine and ended up blaming router. (Xb8)

Tech gave me new router and same issue. I don’t want to wait a whole 2 more weeks to get this problem resolved. I’m aggravated and just want to find out what’s wrong.

I ran Ping Plotter app on my PC and you can literally see the packet loss. Also, what’s weird is that on hop 1, to my gateway (10.0.0.1) I get like 80% packet loss. It’s strange because it’s not only my Ethernet connection with issues tho. It’s strange tho because it’s my wireless devices as well. I’m just aggravated as I waited two weeks for a tech to come just for the problem to still be here.

any help would be appreciated.

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user_lqi9xt

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7 Messages

2 months ago

Here’s ping plotter screen shot of my internet last night.

(edited)

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XfinityThomasD

Official Employee

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1.5K Messages

user_lqi9xt Thanks for taking the time to create a post. I apologize that the first tech visit wasn't able to get to a resolution for you. My team can help check the signal health and perform some remote steps to test a few other things as well. If you haven't already, I'd first run the automated troubleshooting steps through the Xfinity app. That will run diagnostics on the modem and incoming signal to check for degradation or interference.

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2 months ago

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user_lqi9xt

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7 Messages

I have run all of the tests from the Xfinity app that I can I fear

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2 months ago

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user_lqi9xt

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7 Messages

Every time I run the whole home network test, it says everything’s ok when it’s clearly not haha

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2 months ago

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XfinityThomasD

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1.5K Messages

I appreciate you going through those steps as it can help diagnose most common issues. We can help look further into it and see what needs to be done to help out. If you would, please send our team a direct message with your full name and address to get started.

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.

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2 months ago

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user_lqi9xt

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7 Messages

Message sent as requested

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2 months ago

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SniperSR25

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1 Message

2 months ago

I am having the same exact issue as you. Seems like a lot of other Xfinity users are as well. I keep getting disconnected, mainly during gaming, and have to reconnect. Just like you I am ethernet to my new Xfinity gateway modem, techs changed any faulty cables, speed is as expected, and I ran a pingplot and am showing similar results. Can you please comment here with updates to the issue to see if Xfinity resolves it? I saw they told you to message them directly but that doesn't help the rest of us experiencing this issue.

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XfinityBrianH

Official Employee

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1.7K Messages

SniperSR25 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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2 months ago

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EG

Expert

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113.9K Messages

2 months ago

@user_lqi9xt @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.

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user_ty9q53

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5 Messages

2 months ago

I am also experiencing this issue. Tracked with pingplot and packetstats website. Frequent packet loss resulting in frequent freezes and disconnects when playing online games.

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user_y52uby

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1 Message

2 months ago

96% packet loss on 10.0.0.1. This is a test to World of Warcraft's IP where I'm experiencing huge issues.

Can somebody with half a brain from Xfinity please give us help here

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.0.0.1 - 96 | 21 | 1 | 4 | 4 | 4 | 4 |
| 172.20.238.66 - 0 | 100 | 100 | 8 | 11 | 31 | 13 |
|po-314-357-rur301.pleasanton.ca.sfba.comcast.net - 0 | 100 | 100 | 8 | 11 | 29 | 12 |
|po-300-xar01.pleasanton.ca.sfba.comcast.net - 0 | 100 | 100 | 8 | 11 | 33 | 13 |
|po-2-xar02.pleasanton.ca.sfba.comcast.net - 0 | 100 | 100 | 8 | 12 | 31 | 12 |
|be-248-rar01.pleasanton.ca.sfba.comcast.net - 0 | 100 | 100 | 9 | 13 | 31 | 13 |
| be-398-ar01.hayward.ca.sfba.comcast.net - 0 | 100 | 100 | 9 | 14 | 42 | 14 |
|be-36321-cs02.9greatoaks.ca.ibone.comcast.net - 0 | 100 | 100 | 9 | 14 | 33 | 15 |
|be-2212-pe12.9greatoaks.ca.ibone.comcast.net - 3 | 96 | 94 | 10 | 13 | 32 | 12 |
| No response from host - 100 | 21 | 0 | 0 | 0 | 0 | 0 |
| ae1-br02-eqsv5.as57976.net - 0 | 100 | 100 | 22 | 28 | 82 | 27 |
| et-0-0-4-br02-eqla1.as57976.net - 0 | 100 | 100 | 22 | 37 | 133 | 26 |
| No response from host - 100 | 21 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 21 | 0 | 0 | 0 | 0 | 0 |
| et-0-0-0-pe02-swlv10.as57976.net - 0 | 100 | 100 | 21 | 25 | 48 | 25 |
| las-swlv10-ia-bons-02.as57976.net - 0 | 100 | 100 | 22 | 26 | 48 | 26 |
| No response from host - 100 | 21 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 21 | 0 | 0 | 0 | 0 | 0 |
| 5.42.178.1 - 0 | 100 | 100 | 22 | 26 | 52 | 25 |
| 64.224.30.146 - 0 | 100 | 100 | 20 | 23 | 50 | 23 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

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XfinityKei

Official Employee

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2K Messages

@user_y52uby I'm sorry to hear you're having an issue with your connection. When did all of this start? Do you experience any issues while you're streaming movies or surfing online?

What type of device are you using that's experiencing this issue?

Are you connected using an Ethernet cord or are you using Wi-Fi?

What type of additional devices do you have connected such as a separate router, amplifier, Wi-Fi extender splitters etc.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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Your Home Network

user_lqi9xt

Major packet loss and disconnects

user_lqi9xt

XfinityThomasD

user_lqi9xt

user_lqi9xt

XfinityThomasD

user_lqi9xt

SniperSR25

XfinityBrianH

EG

user_ty9q53

user_y52uby

XfinityKei

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