Twitch broadcasting streaming issue

@XfinityJosephA​ Thank you for the quick reply and I apologize for such a late reply myself. It is indeed only to Twitch and have gone through rigorous troubleshooting to narrow down what is going on. When contacting twitch, they referred me to dealing directly with you indicating that my ISP would have contact with "twitch's video engineering team". At this point, support teams between Wireshark, OBS, and Twitch have all pointed me to this direction. We recently upgraded our internet to handle a greater upload speed incase that was the issue but the issue did not subside. People have mentioned on wireshark that since the packets are lost in route that lines in the area may be effected and to me this is an extreme issue due to just upgrading my speeds and wanting to upgrade my internet to fiber in the future but now I have great concern if my issue is due to this. So far, streaming on youtube does not seem to have the same issue which raises suspicion not to mention that I have streamed for a month to 2 months without any issue on twitch. Additionally my download speeds are about half of what I pay for which is unacceptable but my upload speeds are strong and steady from the test we have ran. This is nearing the 3 week mark which means that almost an entire month of income has been effected. If you need anything on my behalf, please let me know as I am willing to supply any information needed to resolve this issue as quickly as possible. 

I certainly understand and my money isn't funny either. With the download speeds not being where they need to be either, there may be a signal issue that is causing the packet loss. Have you checked modem's signal logs and error logs to see if anything is looking off? If you can send us a direct message, I can also check the signal levels of the connection as well as the area to see if there is anything that could be causing it.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• 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

I have not due to the issue happening a week before and now after the technician replacing my lines and modem. I would love to share you this info but could you inform me on how to obtain these logs first as I'm unsure how to.

That's a great question and I can walk you through checking the logs. One of the experts on here posted some great information here on what to look for under the "checking signal levels" and "errors" section. Going to the URL http://10.0.0.1/, is where you can check those for Xfinity modems. If you haven't change the username and password, the default ones will be Username: admin Password: password.

Perfect, I am familiar with logging into gateway. Now that I am logged in, what exactly would you like for me to send? I referred to the expert page but am unsure how to navigate the gateway to find you these numbers. I appreciate all the help as I hope this can give some clarity on the issue. 

@doubledoyle Could you please describe the issue you are experiencing? If the issue is different from the one OP is experiencing, please begin your own thread detailing the problem. This will enable us to best assist you and others in the community experiencing the same issue. 

@XfinityElizabethA I am experiencing very, very similar issues. After running a traceroute directly to Twitch, there is an abundance of packet loss resulting in continually dropped stream. I have all of the latest Xfinity hardware. I'd be happy to share the traceroute.

@XfinityElizabethA Update: I had a technician come out today. There was no resolution. I just got off the phone with Customer Service Assurance (?) and they were not able to find a resolution. I've tried to explain that there is substantial packet at one of Comcast's backbone routers - eventually this was confirmed by another member of the technician's team. I am now at a loss. I am losing hundreds of dollars a month. 

CSA told me that this Xfinity has a gateway firewall that does not allow for streaming on Twitch. 

...Xfinity is a sponsor for Twitch. 

Something is radically wrong. Please advise.

Thanks for reaching back out through Xfinity Forums regarding this issue. I apologize that tech appointment today did not help with your issues. How did the tech leave off the appointment? Were there any additional steps? 

@XfinityJeniece The tech said that there was nothing he could do. I spent an hour and a half on the phone last night with Customer Service Assurance. They also said that “my internet health is fine” and beyond that nothing is wrong. 

Again to repeat, I am getting packet loss at a Comcast backbone router. A technician cannot help. A call center cannot help. This is an issue that advanced technical support needs to address.