Packet Loss Burst

Hi,

I recently upgraded my home internet to 1G with the Gateway wifi/modem.

Since I made these upgrades, I have experienced video drop off problems with the video conferencing service I use (called Simple Practice). The issue is that the client side video goes dark, I can hear them, they can hear and see me, and when I ask them to toggle their "Stop Video" button to reestablish a video connection with me, it immediately fixes the problem, until it happens again, often in the same video session.

I did not experience this issue prior to upgrading my internet/using the Gateway. Previously I had a Netgear wifi/modem for many years.

To get more information about my issue, I've conducted dozens of ping tests - to 10.0.0.1, 1.1.1.1, 8.8.8.8, and 9.9.9.9 

The ping tests to the Gateway from my laptop (using Ethernet cable or wifi) have been consistently perfect with no packet loss.

However, whenever I experience the video drop off problem, the ping tests to different servers indicate packet loss bursts at the time of the issue.

I contacted Xfinity after this was going on, and they sent a technician to my house. He changed the coax cables, installed a grounding device, and checked the Gateway. He said the Gateway was healthy. I conducted a few ping tests to various servers and so he was able to see that I was experiencing packet loss bursts. He saw that the packet loss bursts were still happening even after his interventions, but he said to give it a week with the new changes he made, and to contact him if it continued. He suggested the next step would be to swap out my Gateway for a different Gateway.

I continued having these difficulties, and before reaching back out to the technician, AI helped me narrow things down to a potential issue with Simple Practice's WebRTC. So I was instructed to disable IPv6 on my laptop but keep IPv4. The theory was my old Netgear wifi/modem was running things on IPv4, when I wasn't having the video drop off problem. It suggested maybe Simple Practice is sensitive to brief packet loss interruptions.

After disabling IPv6, I experienced far less packet loss burst for about a week. But then the issue has resumed this week and I now am experiencing the same video drop off issue that corresponds to the packet loss burst.

I contacted the Xfinity technician, and he told me that the next step is to bring my Gateway into an Xfinity store to swap it for another Gateway, to rule out the possibility that the issue is with the Gateway.

Not convinced just getting another Gateway would make things better, I chatted with the Xfinity AI troubleshooting assistant, and it said an Internet issue was detected at my home, and it asked to schedule a technician. I am not confident this will resolve anything unless the technician does something different than before.

So right now it seems that there is some issue with the Gateway, or the way the internet comes into my home, or the way Simple Practice's WebRTC interacts with the Gateway. I'm really not sure. Any help with where to go next to try to resolve this issue would be greatly appreciated!