Skip to main content
U
user_41df76
1st Topic
1st Reply

Visitor

 • 

4 Messages

Tuesday, May 23rd, 2023 7:53 PM

Network Timeouts/Packet Loss

There was a recent network outage at our home.  I believe there was an accident at a pole nearby.  Since then, I have been noticing intermittent internet connectivity issues - ping timeouts and packet loss - that are affecting my internet connectivity.  

I have used the chatbot and reset everything but the problem is still there.  

Here is a sample of a ping with a timeout:

64 bytes from 1.1.1.1: icmp_seq=20752 ttl=54 time=151.840 ms

64 bytes from 1.1.1.1: icmp_seq=20753 ttl=54 time=68.217 ms

64 bytes from 1.1.1.1: icmp_seq=20754 ttl=54 time=59.955 ms

64 bytes from 1.1.1.1: icmp_seq=20755 ttl=54 time=26.204 ms

Request timeout for icmp_seq 20756

Request timeout for icmp_seq 20757

Request timeout for icmp_seq 20758

64 bytes from 1.1.1.1: icmp_seq=20759 ttl=54 time=79.383 ms

64 bytes from 1.1.1.1: icmp_seq=20760 ttl=54 time=23.771 ms

64 bytes from 1.1.1.1: icmp_seq=20761 ttl=54 time=24.603 ms

Question

 • 

Updated 

6 days ago

 • Edited

35

4

0

user_5e530b

Visitor

 • 

3 Messages

8 days ago

I’ve also had significant packet loss all day. 

1

0

XfinityElizabethA

Official Employee

 • 

866 Messages

Hello, @user_5e530b! Thank you for reaching out to our experts on our Xfinity Community Forum! Our team works around the clock here to solve customer issues and we would love to help you.

 

I recommend starting with this great resource to troubleshoot any internet issues you are having at home: https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting

You can also troubleshoot your connection quickly and easily right from your Xfinity app.

 

If you still need assistance after troubleshooting, and because this sounds like a separate issue from the one OP posted about, please begin your own thread and provide a description of the issue you are experiencing. Doing this will allow us to better assist you as well as help others in the community having a similar issue.

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

Like

Reply

6 days ago

0

XfinityMikeB

Official Employee

 • 

921 Messages

6 days ago

HI @user_41df76, are you still having issues? 

1

0

user_41df76

Visitor

 • 

4 Messages

@XfinityMikeB​ 

Yes I am still having the same issue with intermittent connectivity lose, timeouts

Like

Reply

6 days ago

0

XfinityMikeB

Official Employee

 • 

921 Messages

6 days ago

 Do you notice any damage or bends/kinks in the coax line leading up to the modem? Is there a splitter connected by chance? 

0

0

user_41df76

Visitor

 • 

4 Messages

6 days ago

There are no damage or kinks but there is a splitter.  Looks like it may be two splitters.  I don’t believe they are necessary as everything in house is now wi fi

3

0

XfinityEthan

Official Employee

 • 

1.3K Messages

@user_41df76. An extra splitter is more about supporting the gateway and TV box if there are limited coaxial outlets. If you only have internet you do not need an extra splitter unless you don't have a cable long enough to reach. Does it look like you can create a direct coaxial connection from gateway? The signal to the gateway is looking good and only area of issue if the errors are a little high on one of the upstreams. This normally can point to a physical issue. 

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

Like

Reply

6 days ago

0

user_41df76

Visitor

 • 

4 Messages

Yes I should be able to make a direct connection. I will just need to buy a coax connector.  I will try that and let you know.  Thanks. 

Like

Reply

6 days ago

0

XfinityDannyB

Official Employee

 • 

200 Messages

That's great. Let us know how things turn out. 

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

Like

Reply

6 days ago

0

forum icon

New to the Community?

Start Here