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user_ramfzy7
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3 Messages

Wednesday, October 30th, 2024 3:37 PM

Packet Loss and High Latency in Enfield, NH

Hi All, 

I'm hoping there is a Comcast engineer that reviews these forums. Last Thursday and Friday Comcast performed service in my area. Since that service was completed, the network has been unreliable. I've opened up a ticket [Edited: "Personal Information"] but have yet to receive a response. 

I performed some basic analysis (ping and trace routes) and compared it to another connection I have access to via FiOS. How do I get this resolved?

Thanks!

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Updated 

7 hours ago

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XfinityFrank

Official Employee

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1K Messages

5 days ago

Hi there, @user_ramfzy7! Thanks for reaching out to us here on the Community Forum! Were you able to get a response or your ticket?

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user_ramfzy7

3 Messages

I wasn't able to. A technician was supposed to come yesterday but didn't show. The issues persist and are consistently repeatable with packet loss and varying amounts of latency. Here are the results to a local router (po-56-rur202.sburlington.vt.boston):

200 packets transmitted, 197 packets received, 1.5% packet loss

round-trip min/avg/max/stddev = 14.247/29.315/112.742/25.170 ms

Any ideas or help would be really appreciated!

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4 days ago

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XfinityJeniece

Official Employee

 • 

2.4K Messages

Thanks for confirming user_ramfzy7! I would like to take a look at your account to check on your appointment status on our end to help with getting to the bottom of this. I know I rely on my connection for work, so I understand having it working properly. 

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.

 

(edited)

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

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4 days ago

user_ramfzy7

3 Messages

This got resolved with additional service in my area. thank you!

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7 hours ago

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