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Saturday, July 18th, 2026 3:27 PM

Random Packet Loss - Confirmed Xfinity Issue

I have been experiencing random and consistent packet loss for nearly 6 months now; persisting long after a modem upgrade, as well as a change to the home coax wiring.

The packet loss will stay for entire days until the modem is restarted, with packet loss occurring in bursts every few seconds otherwise. This packet loss heavily affects my ability to work. 

My modem is in bridge mode, and the packet loss has been confirmed using the modem's built-in diagnostic tools, as well as using ping commands on devices plugged directly into the router, as well as into the gateway when not in bridge mode.

The coax layout going to the modem has been changed so that the modem is connected directly from the demarcation point, with no splitters, extenders, or amplifiers involved whatsoever. This has resulted in no change to the persistent packet loss. I have also used a coax tester from the demarc to the end of the coax line that connects to the modem, with no faults being detected. All coax connectors are finger tightened, and have been checked for damage. The cable leading from the demarc to the modem has been checked for damage. No damage has been found on the coax cabling and connectors.

On the modem's "Xfinity Network" page, both downstream and upstream power levels are within optimal ranges. Downstream and upstream SNR is also within optimal ranges. CM error codewords vary depending on when the modem was reset; however, both unerrored and correctable codewords are consistently within the billions, while uncorrectable codewords are consistently within the several thousands.

I have performed nearly every troubleshooting step possible, yet still encounter this issues 6 months after it began. There are a myriad of reasons that this could be occurring, however my guess is that there is signal ingress somewhere that is causing the packet loss. It is possible that I am not the only customer within my area that is experiencing this.

I would very much like Xfinity to take a look at the infrastructure in my area to confirm whether or not this issue can be resolved. Thank you very much.

Oldest First
Selected Oldest First

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3.5K Messages

7 days ago

 

user_60zd9i Thank you for the detailed information. Based on what you described, it sounds like you have already ruled out quite a bit while troubleshooting your concerns. Have you had any local Xfinity Technicians out recently to help investigate? Also, has the Xfinity app detected any issues such as signal noise, or leakage? 
 
 

 

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