Visitor
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2 Messages
Persistent Packet Loss & Upstream Node Issue — Modem & Splitter Replaced, Still Losing Packets
Hello — I’m experiencing intermittent packet loss and service disruptions that are confirmed via diagnostics to occur upstream of my home network, and I need help escalating this to a network/node maintenance ticket.
I have already:
- Replaced the modem with a new unit through an onsite tech visit
- Replaced the splitter and coax cable from the splitter to the modem
- Installed a 2.5 Gbps PCIe network adapter and Cat6/Cat8 cabling
- Verified no internal packet loss or hardware issues
Test results show:
- Clean pings to 10.0.0.1 and LAN devices
- Pathping diagnostics show ~95–100% packet loss at the first Comcast hop (upstream node / CMTS)
- Speeds reach ~2400 Mbps on my 2.1 Gbps plan, but packet loss persists
- Work-from-home video calls and stable connections are still impacted
This issue is not a premise problem, nor is it related to my equipment or wiring at home.
Please escalate this to network maintenance / line maintenance so the upstream path (tap/node/CMTS) can be investigated for noise, ingress, or failure.
Thanks.
user_port14
Visitor
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2 Messages
6 hours ago
Diagnostic Summary (Confirmed Upstream Issue)
Service Address: Doral, FL 33178
Connection: Wired (2.5 Gbps PCIe NIC, Cat6/Cat8)
Gateway: Xfinity Gateway (recently replaced by technician)
PACKET LOSS TESTING
Command used: code:”pathping 8.8.8.8”
Results observed:
This confirms the issue is occurring on Comcast’s network side, not customer equipment.
GATEWAY / SPEED DIAGNOSTICS
Throughput improved, but packet loss persists, indicating upstream noise or node instability rather than bandwidth limitation.
CUSTOMER-SIDE TROUBLESHOOTING COMPLETED
All customer-side equipment and wiring have been ruled out.
IMPACT
REQUEST
Please escalate this issue to Network / Line Maintenance to investigate:
A premise technician visit has already occurred and did not resolve the issue.
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