Visitor
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1 Message
Packet Loss with Ethernet
As the title says, I have around 5-20% packet loss in various games at random times (i’d say on average every 5-10 mins) using Ethernet connected straight to my router. The cable is new, Ive tested multiple devices (all have the same issue), I’ve switched LAN ports, and even when I’m the only one using the internet, it’s still like this. It’s extremely irritating for online games because I’ll be playing at around 30 ping or so, and then randomly just freeze, then go right back to 30 ping. If someone can give some advice, it would be much appreciated.
Here are some things that I have tried to troubleshoot:
• I pinged my router’s IP and got no “request timed out.”
• I pinged 1.1.1.1 and 8.8.8.8 and got “request timed out” on average every 5-10 mins
• Rebooted router/modem (no fix)
• Updated PC network drivers (no fix)
• Hardwired to modem (still got request timed out)
• Tested PS5, new PC, laptop, NS2 (all have issues in multiple games), packet loss is primarily on UDP (games, audio, etc.)
• Checked Coax/Splitters/Connectors/Hand off box, no issues were found
• Used tracert 8.8.8.8, and the highest ping was 22 ms across 11 hops while playing video games
XfinityPaula
Official Employee
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2K Messages
6 hours ago
Hello user_jake4444! Thanks for creating the post and reaching out to our Xfinity Forums for help with the internet service trouble. I'm sorry for this intermittent trouble. You have done a great job troubleshooting and trying to isolate the cause for the dropped connections and freezing. With the results your shared it seems you have narrowed it down to the modem or RF signal that could be creating the trouble. To dig more into this can you please send us a direct message with your name and service address. This will allow us to investigate the modem and signal levels to help find the right solution.
How long have you been dealing with the dropped connections? Do you recall anything that changed when the trouble began?
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
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Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
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