2 Messages
Random Packet Loss
Starting about a week ago I began experiencing disconnections lasting between a few to 10 seconds, randomly throughout the day. To try and remedy, I've updated ethernet cables in case they were faulty and ensured all drivers on my PC were up to date. I've reset my router/modem many times, and my PC as well. I began tracking packet loss using PingPlotter and are able to show that I am losing packets outside of the home, but not getting a lot of feedback from xfinity. I've spoken to a few agents who claimed they rectified signal congestions and that my problem should be cleared, but it still persists. What else can I do to eliminate this issue?
EG
Expert
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108.3K Messages
1 month ago
Please start here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
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XfinityEricB
Official Employee
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1.9K Messages
29 days ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
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
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EG
Expert
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108.3K Messages
29 days ago
@user_xuwie3
Have you had a chance to try any of those tips ?
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user_xuwie3
2 Messages
24 days ago
Apologies for the delay, since the post I’ve replaced the modem and determined that wasn’t the issue, and xfinity has come out to validate my cables weren’t the issue. I am also pursuing tp-link as my routers are a mesh system which is new to me, so trying to absolutely validate those are not part of the problem. The technician who came to the house provided their supervisor’s name so I left a message and hope to hear from them soon. Will follow up on here.
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