Packet Loss on a New XB8-T +install

@XfinityVianney​   302Mbps is about as fast as I've seen. It's usually in the sub-150 range.

I need to reduce the reduce the resolution to 720p to be able to watch a Netflix movie. Not good.

fyi these were done with everythinng freshly power-cycled.

@user_0ejd3b thank you for the additional screenshots and information. When you are experiencing the buffering when streaming or listening to podcasts, are those all the same device? 

From experience, I had an older laptop that had speed/connection issues. Got a new laptop at the beginning of the year, and have seen a huge improvement. 

@user_0ejd3b appreciate the update of the device your testing on, just wanted to rule that out as possibility. I'd definitely like to investigate further and want to ensure the modem is provisioned correctly, or if I can see any signal issues coming into the home from the area equipment. 

Since I will need to gather information to locate your account that we don't want here in our public conversation. When you have time, please send a direct message. 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

have also connected the tv as the only device connected to the modem and I still get massive data droputs. I have to adjust Netflix to 720p in order to see anything on my 4k tv. There is an Error Message box on my LG tv that reports lack and resumption of ethernet data, and this thing goes on and off every 4-5 minutes, even with nothing streaming.

@user_0ejd3b that's helpful to know as well. And based on the 800 MBPS speed you said you should be on, it shouldn't need to have the resolution speed lowered as it should be able to support higher resolution video. 

It looks like our communications may have crossed paths when posting. Once you're able to see my previous reply about the direct message, please follow with the requested info, and I'll be able to start troubleshooting. 

I normally only use one steaming device at at a time, either our living room TV, or a music streaming device (Alexa), or a PC running Youtube, but practically never simultaneously.

@user_0ejd3b the 800 MBPS download can support up to 11 devices at a time, so can definitely handle the number you would be running at a time based on you saying you're typically only running 1. 

I'll watch for the DM to be sent, when you have time. 

DM sent Friday @ 4:20 EDT.

Thanks. How can I access the ticket to see if/when progress is being made?

@user_0ejd3b​ the sad thing is they won't tell you. I have managed by using the chat bot to get a call back from an American!! It has been them who have brought up my speed test results and so they file a ticket. I have heard back once and that was from an Engineer who emailed to tell me they found the problem which took them a while. I would have to believe that the ticket is put in and there is no real tracking as if there was just logistically trying to have a program track them etc. is a nightmare with as many subscribers there are. I understand it is frustrating but with so many complaining personal service is not really available.

This is completed. What are the next steps?

I am sorry the issue is still ongoing despite upgrading the modem. This may sound either redundant or something simple, but it has at times been the cause of issues. Is your equipment connected to a modem?

Everything is currently connected to the new XB8-T. I can easily change this configuration for testing if we can get coordinated.

Great! I'll respond going forward in direct messaging to troubleshoot this issue and provide the proper assistance for resolution. 

Have you seen my screen shots showing the lossy Comcast servers between me ans the outside world? I can send them again.

I believe so, @user_0ejd3b. Are you referring to the screenshots you posted here on April 15 and April 23?

Unbelievable, right?

Just in the past several days, the following techs have given up and handed me off:
XfinityJustinM

XfinityVianney

XfinityVictor

XfinityEricB
XfinityJustinC

XfinityNatalie
XfinityThomasC
XfinityJamesC

XfinityKei

The latest reply from XfinityKei. I've been hearning this [Edited: "Language"] for a month now.

My apologies for the delay. I am showing your area has techs currently working on some connection issues. I would like to monitor your account until the tech have completed heir work and check in to see what speeds you're getting and your overall connection. If you're signed up with our text alerts you should receive a nonfiction from us about your connection. Our free XFINITY App is also a great place to check on the status of your connection as well. Our apologies for the inconvenience this has caused you. Our team will check back in with you shorty.

What exactly are the field techs doing?