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Visitor

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5 Messages

Tuesday, May 23rd, 2023 7:53 PM

Closed

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

Visitor

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3 Messages

1 year ago

I’ve also had significant packet loss all day. 

Problem Solver

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908 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 no longer work for Comcast.

Official Employee

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933 Messages

1 year ago

HI @user_41df76, are you still having issues? 

Visitor

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5 Messages

@XfinityMikeB​ 

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

Official Employee

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933 Messages

1 year 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? 

Visitor

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5 Messages

1 year 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

Official Employee

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1.4K 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 no longer work for Comcast.

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Visitor

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5 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. 

Recognized Contributor

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238 Messages

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

I no longer work for Comcast.

Visitor

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5 Messages

Hi - I have a follow-up question.  Apparently there are two splitters before the router.  The first appears to be a powered VIOP splitter and then one line comes out of there and into a simple three-way splitter.  However, when I tried to take the splitters out of the equation and connect the router directly to the line (via a connector) the issues seemed to get worse - with a lot more timeouts.  Is that possible?  normal?  I would have thought it would have been much better.  Thanks in advance

Problem Solver

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519 Messages

Hello. I appreciate you reaching out to us. I am here and would love to help.

Could you please send our team a direct message with your full name and full address?

 Our team can most definitely take a further look at this issue.

 To send a "Direct Message" to Xfinity Support:

 Click "Sign In" if necessary

 Click the "Direct Messaging" icon or https://comca.st/3EqVMu7 

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

 See https://comca.st/3KQF8q9r for an example.

I no longer work for Comcast.

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