omarrrsh's profile

Visitor

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2 Messages

Monday, January 23rd, 2023 1:30 AM

Closed

Packet loss during the night time.

Hi hoping someone can help, I have been having really bad packet loss for the past week or so (10-40%). The issue mainly happens at night.  So far Xfinity has run all the tests on the phone and said my connection is good. A tech was out and replaced the COAX cable going from the tap to my house and tested my connection and said I was getting a good ul and dl signal. I have purchased a new cable modem. and the issue still persists, i have a tech coming out in the morning tomorrow (so the connection will be fine then) I only have the issue at night. Today it started around 6pm CST yesterday it was around 11pm. I ran the tracert command on the command prompt and the result it below: 

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    73 ms    53 ms    40 ms  10.61.255.66
  3    13 ms    13 ms    14 ms  69.139.208.145
  4    21 ms    11 ms    48 ms  162.151.135.62
  5    49 ms    39 ms    29 ms  162.151.134.129
  6    15 ms    23 ms     9 ms  96.110.153.189
  7    12 ms     *       15 ms  96.216.148.25
  8     *       20 ms    21 ms  be-35441-cs04.dallas.tx.ibone.comcast.net [68.86.95.93]
  9     *       58 ms    29 ms  be-3412-pe12.1950stemmons.tx.ibone.comcast.net [96.110.34.110]
 10    19 ms    19 ms    19 ms  96-87-8-66-static.hfc.comcastbusiness.net [96.87.8.66]
 11    55 ms    59 ms    17 ms  108.170.231.42
 12     *       30 ms    36 ms  142.251.71.113
 13    20 ms    15 ms     *     dns.google [8.8.8.8]
 14     *       63 ms     *     dns.google [8.8.8.8]
 15    54 ms    29 ms    18 ms  dns.google [8.8.8.8]

Trace complete.


Lots of packet loss.

More proof of packet loss:

Official Employee

 • 

232 Messages

10 months ago

Hello @omarrrsh. I'm sorry to hear you are still having issues with your internet service. It has been a couple of days. You mentioned that you had a technician appointment. How did that go?

Visitor

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2 Messages

10 months ago

Internet is still abysmal.My 4th technician visit is tomorrow, lucky for me they come during the day when the internet is "perfect" and they can never escalate the issue, since it only happens at night. 

(edited)

Problem Solver

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908 Messages

@omarrrsh Thank you for the update. I know that intermittent issues can be frustrating as they can be especially difficult to diagnose. They best next step would be to get another technician out there as soon as possible. It's important to build a paper trail in these cases to ensure a resolution. My team will keep things moving forward for you. 

 

Please send a direct message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.
 
 1. Click "Sign In" if necessary
 2. Click the "Direct Messaging" icon (upper right corner of this page)
 3. Click the "New message" (pencil and paper) icon
 4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
 5. Type your message in the text area near the bottom of the window
 6. Press Enter to send your message

I no longer work for Comcast.

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