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Froxty
20th Anniversary celebration
1st Topic

Visitor

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2 Messages

Monday, June 26th, 2023 9:38 PM

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Persistent Packet Loss and Gateway Offline Issues with Xfinity

Hello everyone,

I've been facing an ongoing issue with packet loss and intermittent gateway outages since moving into my new home this January. Despite having six different technicians come and assess the situation, the problem still persists. I'd greatly appreciate your insights on this matter.

Initially, the technicians mentioned that the connections outside my house were faulty. Then, they discovered that the line from the pole to my house was damaged and loose. However, even after these issues were supposedly resolved, I continue to experience packet loss and occasional gateway outages. After the suggested it might be my personal router and to only use the Xfinity Cable/Modem to check if the problem persist which it did. I've had three different Modems replaced with the issue still not being resolved.

During the last visit, one technician noted some minor problems, such as improperly crimped cables. He suggested I could potentially have faulty ethernet cables so, I ran the modem WIFI only with no ethernet cables connected and the problem still persist!

Considering the repeated occurrences and the efforts made by the technicians so far, I'm seeking advice from the community. Has anyone encountered a similar problem with Xfinity? If so, what steps did you take to resolve it? Are there any specific troubleshooting methods I should try? I'd appreciate any recommendations or insights any of you might have regarding this frustrating issue.

Thank you in advance for your help!

Question

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Updated 

2 years ago

124

1

0

XfinityJeniece

Official Employee

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3K Messages

2 years ago

Hey there, thanks for reaching out through our Xfinity Forums platform regarding the ongoing issues with your internet connection. I use my connection for work, so I completely understand how important it is to have a solid connection. Do you have any modem logs you can provide in order to see what the signals are looking like? Also, when did you have the last tech out to your location?

2

Froxty

Visitor

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2 Messages

Hello XfinityJeniece,

Apologies for the delayed response. I managed to capture the necessary logs today and have attached all the relevant logs(With screenshots since, there's no attachment button) that contained data for today. It's worth noting that we didn't experience a complete gateway outage today and I believe the 6/23 was the last time the tech was out. Thank you so much for your assistance!

2 years ago

0

XfinityRyanE

Official Employee

 • 

1.1K Messages

Thanks for the additional detail and the screenshots, it definitely helps! Our team would like to get a better look at your devices and signal from our end. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are 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

 

Please let me know if you have any questions or run into any problems.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

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