New Poster
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8 Messages
Packet Loss
For about a couple of weeks, I've been having a packet loss issue. When I "ping -t www.comcast.net -n 50", I get around 10% loss. I get the same issue when I ping anywhere else.
I thought it's because my modem/router is getting old, so I just purchased a new modem/router and set it up today. But I still get the same packet loss issue.
I then thought to ask my sister who lives around the block and has Xfinity. She does have the packet loss when pinging www.comcast.net also. So, this issue is not just my house.
I tried to contact the support, but only an automated chat is available and it doesn't help. Please let me know where I can start to fix this issue.
XfinityDilary
Official Employee
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1.7K Messages
1 month ago
Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.
To send a Direct Message:
Click "Sign In" if necessary
• Click the "Direct Messaging chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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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funcl
New Poster
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8 Messages
1 month ago
I wanted to add a bit more information.
I logged the ping using a ping monitoring tool. The ping/packet loss doesn't occur through out the whole day. It comes in a several waves.
The above is a log from 8/21/2024. There was a pretty bad one at around 10 AM. Then it was fine until a bit after 5 PM. It's really unstable between 5 PM and 8 PM.
The above is a report generated by the ping monitoring tool I used. The report is created in a 5 minutes interval. This report is from 7:14 PM to 7:19 PM on 8/21/2024. During this 5 minutes, the average packet loss was 16.66%. But if you look at the shorter window, like the second screenshot on my first post (34% packet loss), it can be much higher. I've seen packet loss as high as 70%+. I work remotely and my son plays online games, the packet loss this high is really unbearable.
Also, as I mentioned in my first post, this is not just my house. My sister who lives in the same neighborhood is experiencing the same thing. Each wave is about 10 minute long. So, when it started at my place, I called my sister to check the ping, and she had 8% ping loss. So, I believe this is happening in a range of location. Not just my house.
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user_wmdqfk
3 Messages
12 days ago
Hi,
I am having high packet loss and it's affecting my online experience with dropped frames
be-306-ar-in05.d1stonemtn.ga.atlanta.comcast.net 80%+ packet loss
be-303-cr13.56marietta.ga.ibone.comcast.net 50%+ packet loss
I searched the Xfinity forums and others had the same issue over a year ago and it's still bad or the packet loss has returned.
https://forums.xfinity.com/conversations/your-home-network/packet-loss-on-xfinity-network-in-atlanta/65395fe377679f48f5bbfc95
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EG
Expert
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106.2K Messages
12 days ago
@user_wmdqfk
Sending an unrequested direct message to the support team is a violation of their forum guidelines.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
(edited)
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EG
Expert
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106.2K Messages
4 days ago
@funcl
No worries. Good luck !
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