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ms_j
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Monday, September 29th, 2025

{Seeking Help] Dropped packets still after new modem and cable

https://imgur.com/a/qPQ41hC

As you can see in the screenshot from my WinMTR, even after comcast swapped my modem and re-ran the cable line, the results are the same.  

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12 days ago

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XfinityJanelle

Official Employee

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1.8K Messages

13 days ago

Hi! @ms_j Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out concerning your modem. I would be more than happy to offer my assistance looking into this further for you. When you see this packet loss & lag, are you streaming or gaming? Is it during a certain time of day? 

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ms_j

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@XfinityJanelle​ Hello, yes I've gone through all of the tech support.  First over the phone sending fresh signals, then a tech to the house with a new modem and ran new cable.  The lag is actually worse now, we have had it on mobile devices, streaming on the tv's, and when on gaming consoles or pc.  We also work from home, so having interruptions is less than ideal. I'm already exploring other avenues since this issue has been ongoing and time consuming.    

https://imgur.com/a/C6cYgfd

Above shows the  tracing of the signals bouncing to servers across the way with 1-2% loss, which is enough to cause intense lag.  

I have two weeks remaining on my billing cycle.

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12 days ago

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XfinityMartyR

Official Employee

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2.6K Messages

 

ms_j Thanks for the additional information! Let's take a closer look at your concerns, and see what we can do to help. We can also review your account to ensure you are getting the best value from your current services, and look at possible Xfinity Mobile options. Please send us a direct message. 
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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12 days ago

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