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user_m2h8nn
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Tuesday, November 4th, 2025 2:58 PM

Significant Packet Loss

I am experiencing a significant Packet Loss issue, during Online Video Gaming, which is happening with my 1.2Gbit internet service which is using a Xfinity XB10 modem/router.

Currently, I have an Ethernet-wired connection direct from the Xfinity XB10 modem/router to my tower PC.

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19 days ago

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XfinityAngie

Official Employee

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2.1K Messages

25 days ago

 

user_m2h8nn, Thanks so much for reaching out to Xfinity support. I know packet loss while gaming can be frustrating. Here are a few things that will help. If you could run a ping test to Google (8.8.8.8) to isolate the issue from the game's server. If the packet loss exceeds 5%, please document this. It is good to test on at least two different devices, preferably close to the access point, and avoid using gaming consoles for speed tests due to the variability. Record relevant data such as signal strength and location. If your speed appears to be fine, then monitor and record issues. We can run through some troubleshooting steps with you as well. Please reach out when you have some time to work with us. 

 

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user_m2h8nn

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@XfinityAngie​ I've done a command line ping test from my PC to 8.8.8.8 for 2 hours, and my packet loss is at ~4%. This has been done with the PC directly connected to the Xfinity Gateway via Ethernet cable. I've tested on my Mac work laptop, with packet loss ranging from 0.1% to 2%. This was also a direct connect via Ethernet cable. Since these are wired connections, signal strength/location is not applicable. Speed tests from these devices show we're getting ~850 Mbps down speed. The packet loss is not constant, and instead happens in 5-10 second "bursts". These bursts occur within a variable period of 20 minutes to 2 hours apart.

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21 days ago

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user_m2h8nn

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@XfinityAngie​ This morning, I received an email titled, "Reminder To Accept Solution On Your Post".  As of now, as solution has not been offered yet. However, the content of this email states "Your post recently received replies" so Iooked for a Reply to my one and only Reply (or was it a Comment?) to your initial offer to assist. I do not see any subsequet Reply (or Comment) from you or anyone else to my one and only communication to you.  The difference between a Reply vs. a Comment is lost on me. But regardless, I'm not seeing any communication directed to me after seeing the email sent to me this morning which notified me that I have received replies.  -Jeff

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19 days ago

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XfinityAmandaB

Official Employee

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2.8K Messages

user_m2h8nn Sorry for any confusion, our posted reply was what the email was regarding. If you do still need assistance however, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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19 days ago

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EG

Expert

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114.7K Messages

19 days ago

@user_m2h8nn @XfinityAmandaB 

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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