Packet loss

This is an ongoing issue for more than a year now. Xfinity support keeps telling that everything works perfectly fine.
I had to buy a new modem, ethernet cables. I even had to take my PC to my friend’s place to test and make sure everything on my end works perfectly fine.

I have spent so much time to fix this issue and can possibly qualify as a network engineer myself.

I have done a pingplotter test to Valve’s server and found that there are packeloss on Comcast’s servers on hops beyond Hop 4. On my the most recent test. It showed 34.9% loss on hops beyond Hop 8 (

http://ashbum.va.ibone.comcast.net). Unfortunately, even after telling that the support keeps sending a tech to my home address instead of fixing their servers

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user_yc063i

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4 Messages

20 days ago

Here is the screenshot of the test

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XfinityJoe

Official Employee

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1.3K Messages

Good morning, @user_yc063i We appreciate how much time and effort you've already put into trying to get this resolved on your own. We'd like to take a closer look from our side.

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click "Direct Message"

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing, a drop-down list appears. Select "Xfinity Support" from that list.

An "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. See the link below for an example

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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18 days ago

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EG

Expert

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118.5K Messages

18 days ago

@user_yc063i @XfinityJoe

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_yc063i

Visitor

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4 Messages

@EG They have sent another tech, that did some tests and told that cables have to be replaced. Today another tech came over to replace cables. However, he refused to do a job as “this job takes 3hours and I have to go to other houses as well”, which is beyond understandable as doesn’t the apartment describe what has to be done? So, the tech rescheduled it for the next Wednesday at 8AM.

Totally disrespecting as I had to use my PTO for today’s appointment to be at home and I will have to use another one for the next appointment on next Wednesday as Xfinity doesn’t do cable installations on Saturdays. At this point it is like a circus now

(edited)

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12 days ago

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