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Tuesday, September 30th, 2025

Nonstop packet loss 24/7 for the last few months

Ever since they did network upgrades in my area, upstream packet loss has been nonstop. It doesn't affect video streaming or browsing but gaming is almost unplayable. For 24/7 the last 6 months there's been around 1-5% packet loss according to the network stats of the games I play (Valorant, Fortnite, Cod, etc.) with packet loss bursts of up to 30%!!! which causes disconnects from the game & video chats as well. It doesn't matter what time it is but it is more stable during very late nights or very early morning hours with only around 1-2% packet loss during those times.

List of things I've done to try to solve the problem:

- Restart Modem & Router

- Tightened all cable connections (including ones in xfinity box outside)

- Turned off WiFi network with only my PC connected through ethernet 

- Replace Ethernet cable

- Replace coax cable in the house

- Used modem as standalone w/o router

- Checked cables for tears/damages

- Replace modem & router

- USB fan to ensure modem & router isn't overheating 

- Removed any extra splitters

Really all out of options here honestly

The stats from my modem with 1 day uptime says there's a high amount of correctable errors. Maybe that's the cause?: https://imgur.com/a/0nlp7PC

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Official Employee

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967 Messages

11 days ago

Hello @user_9v6csp Sorry to hear about the packet loss issues. We appreciate your thorough post and the steps you've already taken. To check deeper into the account please send us a direct message with your full name and service address. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
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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