8 Messages
Recurring packet loss since March 19, 2026 – multiple nearby homes affected, XB10 possible factor
I’m trying to get this properly escalated because normal troubleshooting has not fixed the issue.
Since March 19, 2026, I have been experiencing recurring packet loss and internet interruptions. The packet loss tends to happen in intervals of about 5 minutes, often with 10%+ packet loss at a time, and sometimes the internet stops working completely during those events.
I am monitoring this through my UniFi firewall, so I can see the issue at the WAN side and not just on Wi-Fi devices inside the home.
Troubleshooting already done:
- Xfinity has reprovisioned the modem multiple times
- A technician came out today and removed a filter from the coax line
- The issue is still happening after that visit
Important detail:
My neighbors started having the same issue around the same time. In his case, replacing the XB10 with an XB8 appears to have resolved the problem.
Because this affected multiple nearby homes at about the same time, I do not believe this is only a basic in-home Wi-Fi issue. I am asking for this to be reviewed as a possible local line/plant issue, signal impairment, upstream noise issue, or possibly an XB10-related problem.
Can an Xfinity employee please review this and help escalate it beyond basic troubleshooting?
Accepted Solution
user_apikce
8 Messages
2 days ago
It looks like the problem is fixed, the last event happened on 3/30/26.
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Bromania
Visitor
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1 Message
10 days ago
I am having the same issue for approximately 5 days straight, I troubleshooted everything that I know of and everything that I was asked to do and I am still dealing with the same issue
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XfinityRichard
Official Employee
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3.1K Messages
8 days ago
Hi there, @user_apikce ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry to hear about the packet loss you and the nearby homes are experiencing. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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EG
Expert
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117.2K Messages
8 days ago
@user_apikce @XfinityRichard
Please circle back here and post any possible solutions for the issue here in these open public 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.
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user_apikce
8 Messages
8 days ago
As part of the troubleshooting, Xfinity replaced the line from the pole to the house and that didn’t fix the problem.
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user_apikce
8 Messages
7 days ago
I already followed support steps and had a technician open a ticket. I was hoping this forum contact could help move the existing case forward rather than send me back through the general support process. Since nearby homes are also affected, this seems like it may need escalation beyond standard troubleshooting.
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user_gk8lqi
Visitor
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7 Messages
6 days ago
I am having the same issue with packet loss happening in ~11 minute intervals since March 20th. Neighbors are having the same issue, techs have been to the house 3 times and still no resolution.
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