2 Messages
Packet loss
I have had a technician out to my house 2 times now. They test inside the house and outside by the main box. Both test shows 6 to 10% packet loss and that my latency is too high. Both times they put in a ticket. They show up and spend 2 minutes and then leave. Same results. Still have packet loss. I call xfiniy support and support person each time tells me that modem signal strenght is good and there is no issues. Then why does support technician keep putting in tickets lol how can i contact a higher up support level? Getting super frustrated. The technician that was here yesterday said me neighbors and i share same main cable and he has been to theri house many times also because their keep sucking. I can keep calling for technician and then can keep finding the same thing but how many times do i have to keep doing this? Who can i call to get help with this. Tried uploading a photo of the techs phone showing the results but it wouldnt let me.
XfinityJamesC
Official Employee
•
1.8K Messages
3 months ago
Greetings, @user_d644sd! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having these connection issues, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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