Massive Ping times and Packet loss

I have been having anywhere from 1 -5 min outages throughout my days all this last week. Had a tech come out yesterday and run a new line from my pole to my house, but he said there is something wrong with the box on my pole or the node inside the box and thats not his area so he put in a ticket. Said give it 48 hours and it might just balance out. It's so bad so I started doing some testing on my own. I have been running pings to upstream routers from my xfinity gateway and there is indeed an issue!

You can see the drops in traffic and immediately after that some massive ping times. So I started a convo with an agent on chat for internet, and he was trying to sell me a package with supersonic modem....but its not my modem! The tech replaced my modem yesterday as well. How do I get someone to start looking upstream from my gateway or see if any other users in my area are having issues too.

Responses

S

Stevenjw0728001

Visitor

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5 Messages

2 years ago

These pings are ran offsite of my home network so I am not traversing the xFi gateway so that is not the issue.

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XfinityChristy

Official Employee

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2K Messages

@Stevenjw0728001 Thank you for reaching out via our Xfinity Forums. I'm sorry to hear that your services haven't been meeting the standard we set for ourselves! We want all of our customers to enjoy their services at the speed and reliability Xfinity is known for, and I'm going to do everything I can to turn things around for you so you can do just that. I would like to take a look at your connection and account history to get a better understanding of what is going on. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

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2 years ago

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user_84c444

Visitor

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1 Message

2 years ago

Having a similar issue. Were you able to get this resolved?

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EG

Expert

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110.1K Messages

2 years ago

@user_84c444

Please create a new topic of your own here on this board detailing your issue. Thanks.

For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

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Your Home Network

Stevenjw0728001

Massive Ping times and Packet loss

Stevenjw0728001

XfinityChristy

user_84c444

EG

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