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InternetIsAUtility
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Monday, June 10th, 2024 11:26 AM

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Persistent packet loss since outage in the Bellevue WA metro area

Video calls have persistent and short, few second, drops.

Video games rubber band sometimes, primarily at night.

I have restarted my modem a few days ago and the problem remains.

This has been ongoing since the area outage due to a storm (2 ish weeks).

SmokePing shows packet loss to all servers (google.com, youtube.com, facebook.com etc.).

Question

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Updated 

11 months ago

 • Edited

73

3

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XfinityJoe

Official Employee

 • 

753 Messages

11 months ago

Good morning @InternetIsAUtility apologies for the poor experience during video calls or gaming. We would like to help get things running smoothly. 

 

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 the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

 

0

0

EG

Expert

 • 

110.1K Messages

11 months ago

@InternetIsAUtility @XfinityJoe

Please circle back here and post any possible solutions for the issue here in these open 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.

0

0

InternetIsAUtility

2 Messages

11 months ago

Looks like it's resolved for the past while. Repairs/maintenance has probably happened on xfinity's end.

(edited)

1

0

XfinityKrista

Official Employee

 • 

1.5K Messages

Hello @InternetIsAUtility, thank you for taking the time to reach out on social media.  I understand your concern with the video calls, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

 

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” 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
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 months ago

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