Persistent Intermittent Internet

Hello, for a while now I have struggled with intermittent internet connection. I have called for service about 7 times now. They claim there is nothing they can see that could be causing an issue on their end. However, I have collected data from Pingplotter that shows massive ping spikes and packet loss that is affecting the quality of my service.

https://share.pingplotter.com/C4fdb5qV5WB

https://share.pingplotter.com/dNG5RghYeaM (example of mostly stable connection)

https://share.pingplotter.com/UHQV6ws86th (internet going completely offline for a consecutive period of time)

Things I have done to troubleshoot:

- installed a brand new modem and router

- replaced every coax cable running from inside my house to the powerline

- directly connected to my modem with an ethernet cable

I suspect the issue is originating from the street infrastructure/powerlines however I was told someone would inspect the street from my last service request.

How can verify if my street was inspected recently? What else should I try doing to resolve this issue?

Responses

XfinityMarcus

Official Employee

•

970 Messages

2 months ago

user_ppb2w0 thank you for using the Xfinity Community Forums page to reach out to us today. I know how important working service is, and intermittent connection concerns can be quite a nuisance. We appreciate you also proactively sharing the issue at hand as well as troubleshooting steps you have already looked into thus far. We can take a look at your address on our end using the information from the node you are connected to, but this will require a direct message to obtain your full name and complete service address.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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Your Home Network

user_ppb2w0

Persistent Intermittent Internet

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