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Wednesday, April 16th, 2025 9:40 PM

Sporadic upload packet loss throughout the day

Hi, I have an xFi gateway modem, and throughout the day, I tend to get packet loss on upload and download, more so on upload. This problem affect multiple machines in my house both over WiFi and over ethernet, appears to come and go randomly and unwarned, and directly affects me during video calls, online video games, and other apps that require a persistent connection and/or low latency. I have ran tests on packetlosstest.com and got results saying that I was getting 11-16% packet loss on upload. I have provided the CSV and summary of the packetlosstest results here:
- https://pastebin.com/RG9UMw4E

- https://pastebin.com/4ft394Hf

If I could get some support on this, that would be appreciated.

Expert

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110.1K Messages

14 days ago

Official Employee

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3.2K Messages

12 days ago

@Hesitancy9530 

 

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! 

 

I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

 

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Expert

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110.1K Messages

12 days ago

@Hesitancy9530 

Did any of those tips at that link apply ?

3 Messages

11 days ago

Hi EG. Yes, I've looked and tried the tips mentioned at the link you provided, and I haven't as dramatic of upstream packet loss as before yet. That being said, I still get occasional upload packet loss, and alongside having sporadic high upload jitter (10-20 ms) whenever constantly sending a stream of packets.

Pinging my router shows times in a range from <1ms to 2ms, with a vast majority of them being between 0-1ms.

Pinging various public-facing IPs (e.g. 155.133.253.38 is a server controlled by Valve Software) currently gives back values that vary by 1-3ms on average (pings from 46-49ms), but occasionally (1 in 5 pings) spikes in RTT up by 9-10 ms (spikes to 55ms)
Pinging a Cloudflare endpoint (2606:4700:3037::ac43:c1f1) currently gives back pings between 10-15ms with occasional spikes to 20ms and 1 out of 300 pings taking 156ms.

Here is also a current snapshot of my connection levels reported by the gateway:

Downstream

Channel ID
32
1
5
6
7
8
9
10
11
12
13
14
15
15
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
48
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
567 MHz
387 MHz
387 MHz
399 MHz
405 MHz
411 MHz
417 MHz
423 MHz
429 MHz
435 MHz
441 MHz
447 MHz
453 MHz
459 MHz
688000000
SNR
42.3 dB
43.4 dB
43.5 dB
43.2 dB
43.2 dB
43.3 dB
43.4 dB
43.4 dB
43.5 dB
43.6 dB
43.2 dB
43.1 dB
43.1 dB
42.7 dB
41.0 dB
Power Level
6.6 dBmV
9.8 dBmV
9.8 dBmV
9.4 dBmV
9.4 dBmV
9.7 dBmV
9.8 dBmV
9.7 dBmV
10.0 dBmV
9.6 dBmV
9.2 dBmV
9.1 dBmV
8.7 dBmV
8.1 dBmV
0.0 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM


Upstream

Channel ID
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
42.0 dBmV
37.8 dBmV
36.0 dBmV
35.8 dBmV
35.8 dBmV
35.0 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA

While these are current values, I'd like to add that I noticed within the past several hours that some downstream power signals hit 10-10.2 dBmV, and some upstream power signals went as low as 33.3-33.8 dBmV. I am unsure whether the upstream SNR is being reported or if it's located elsewhere.

Official Employee

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1.8K Messages

Hi there, @Hesitancy9530 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are experiencing with your Internet service. 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

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3 Messages

@XfinityRichard

I've sent a DM to Xfinity Support.

Expert

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110.1K Messages

11 days ago

@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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