Visitor
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4 Messages
Persistent packet loss and latency spikes – modem and coax already replaced
Hi
I have been experiencing persistent packet loss, significant latency spikes, and an unstable Internet connection.
I have already worked with Xfinity support and performed extensive troubleshooting. The Xfinity gateway has been replaced with a new unit, the coax cable inside the house has been replaced, and the connection has been tested directly without my own router or Wi-Fi.
I have also collected extensive logs from simultaneous network tests. Based on these tests, the problem appears to be outside my home network, rather than with my router, Wi-Fi, computer, or the Xfinity gateway.
My entire family works from home, so a stable Internet connection is critical for us. These latency spikes and connection interruptions cause freezes and disruptions during online meetings and calls and are seriously affecting our ability to work reliably from home.
I would like Xfinity to investigate the outside line/drop and the Xfinity network beyond my home, including signal quality and any upstream network issues.
I have detailed ping logs and test results available and can provide them if needed.
Could an Xfinity representative please help escalate this to the appropriate technical team for further investigation?
Thank you
UpsetCustomer123
Visitor
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4 Messages
16 days ago
Update: The engineer who arrived discovered an old, rotted cable in our area. A ticket has now been created for its replacement.
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EG
Expert
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121.2K Messages
16 days ago
@UpsetCustomer123
Please post back here with how things turn out. Thank you.
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UpsetCustomer123
Visitor
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4 Messages
2 days ago
Hello. I’m following up on my previous service request regarding the outside cable/drop line.
Although the service request was submitted, unfortunately no work has been completed yet and the cable has not been replaced.
Could you please check the current status of the request and let me know when the replacement work is expected to be completed?
Thank you for your help.
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UpsetCustomer123
Visitor
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4 Messages
1 day ago
I would like to formally express my dissatisfaction with how this technical issue has been handled.
Today, I spent hours contacting Xfinity support and being transferred between agents just to find out what happened to my cable replacement request.
I eventually learned that the original repair ticket had been closed without my authorization, even though the actual problem had never been resolved. Xfinity technicians had already inspected the line, confirmed that the outside cable was damaged and needed to be replaced, and completed the required marking. Despite that, the ticket was closed and two weeks were effectively wasted while I continued experiencing connection problems.
A new Special Request Order has now been created/activated, but there is still no confirmed date for the cable replacement. I have only been told that I should receive appointment information within 24–48 hours.
This is extremely frustrating. A confirmed infrastructure problem should not require a customer to spend hours contacting multiple support agents simply to prevent a repair request from disappearing without the work being completed.
I am repeatedly referred to by Xfinity as a “Diamond” customer. At this point, I cannot help but wonder: if this is the level of service Xfinity provides to its “Diamond” customers, what level of service should an ordinary customer expect?
I would like this complaint to be documented and escalated. More importantly, I expect the damaged cable to actually be replaced without another ticket being closed before the work is completed.
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