Regular Visitor
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7 Messages
Packet losses after maintenance upgrade.
Let’s start at the beginning. They just upgraded new amplifiers in our area a couple of weeks ago. After the upgrade was done I was getting packet losses effecting video streaming. My modem downstream power levels were very high from 7.0 to 12.0. 12.0 was just on one channel and modem web page said poor signal. So I set up an appointment for a tech to come out. On the day he was supposed to come out I noticed the 12.0 channel had fallen in line with the other channels and the modem signal was good but were still high for my Netgear CM 3000 modem so I canceled the appointment. Netgear recommends between -7db to +7db so I had installed a 6db forward path attenuator at the modem that brought my download power levels to 1db to 2db and upstream power levels are perfect at 42db. My packet losses were gone for one week. Modem stats are still prefect. At 8:00 in morning one week after my packet losses are back. I did notice that my Xfinity server location was in Derry PA. after the maintenance was done and now has changed to Kittanning PA. I am wondering if that could be the cause of the packet losses because of the server change.
XfinityMatthew
Official Employee
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1.7K Messages
8 days ago
Hello @garyrh We appreciate you reaching out and giving a thorough description of everything that has happened so far. Different server could possibly be an issue. But we will want to confirm what we are showing on the account and any upgrades performed. To do this we will need to troubleshoot and access the account. Please send us a direct message with your full name and the service address to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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EG
Expert
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117.4K Messages
8 days ago
@garyrh @XfinityMatthew
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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