Visitor
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1 Message
Packet Loss During Peak Hours
I've been experiencing packet loss every day for the last year during peak hours. I've spoken with "tech support" 5 times without any resolution. I offered detail information, as well as MTRs to and from my home clearly showing the loss, and where it starts. Unfortunately, they're incompetent, don't understand the issue, and pass the chat around until the customer gets frustrated and disconnects.
They even sent a tech to my house to check the connection during non-peak hours... Surprise, they found nothing wrong... I stressed that this issue was during peak hours but was told the tech's don't work during peak hours so there's not much they can do.
Comcast has a monopoly in this area so I'm stuck with this terrible service. Someone please contact me that actually understands the issue and can get it fixed. This likely isn't just an issue for me but the entire area.
XfinityMatthew
Official Employee
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702 Messages
17 days ago
Hello @user_8xd18i Sorry to hear about the packet loss and connection issues. We would be happy to assist with some troubleshooting and diagnostics on our end. Please send us a direct message with your full name and the service address to get started.
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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EG
Expert
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112.8K Messages
17 days ago
@user_8xd18i @XfinityMatthew
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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