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Saturday, March 8th, 2025 2:16 AM

Why am I receiving packet loss?

Yesterday there was apparently a service issue in my area that I received a text about that was supposedly resolved.   Now, today I am experiencing packet loss for the last several hours.

Ping statistics for 8.8.8.8:
    Packets: Sent = 244, Received = 231, Lost = 13 (5% loss),
Approximate round trip times in milli-seconds:
    Minimum = 8ms, Maximum = 188ms, Average = 17ms

This happens from all devices, from my router, as well as any device if I connect it directly to the modem, so this clearly appears to be some sort of Xfinity backbone issue.

Here's an MTR as well that proves it's not my equipment.   My router is the first device listed with 0% packet loss.   There is however significant packet loss in comcast network.  I understand this could possibly be due to ICMP de-prioritization, however if it was only that I wouldn't be receiving packet loss on my end.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                            192.168.88.1 -    0 |   65 |   65 |    0 |    0 |    1 |    0 |
| cm-1-acr03.aurora.co.denver.comcast.net -   28 |   29 |   21 |    0 |   21 |  123 |   11 |
|po-253-1216-rur102.aurora.co.denver.comcast.net -   22 |   33 |   26 |    0 |   26 |  175 |   11 |
|po-2-rur101.aurora.co.denver.comcast.net -   19 |   38 |   31 |    0 |   11 |   18 |   13 |
|po-100-xar01.aurora.co.denver.comcast.net -   24 |   34 |   26 |    0 |   19 |  175 |   12 |
|be-307-arsc1.denver.co.denver.comcast.net -   28 |   29 |   21 |    0 |   20 |  176 |   13 |
|be-36041-cs04.1601milehigh.co.ibone.comcast.net -   65 |   17 |    6 |    0 |   27 |   96 |   13 |
|be-3411-pe11.910fifteenth.co.ibone.comcast.net -   36 |   25 |   16 |    0 |   12 |   20 |   13 |
|                   No response from host -  100 |   13 |    0 |    0 |    0 |    0 |    0 |
|                           216.239.40.59 -   28 |   29 |   21 |    0 |   12 |   19 |   12 |
|                            142.251.48.5 -   28 |   29 |   21 |    0 |   15 |   61 |   12 |
|                              dns.google -   30 |   30 |   21 |    0 |   20 |  124 |   12 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

I have tried the obivous such as rebooting the modem and all the basic troubleshooting I can from my side.    It sucks when you plan on spending Friday night gaming with friends, but can't do so due to Xfinity's packet loss and inability to maintain a stable backbone.

7 Messages

28 days ago

I also just used the app to connect to a neighbors xfinity hotspot and also experienced packet loss, so its not just me.

7 Messages

27 days ago

Still happening for the second day in a row, and even worse now.   Get your [Edited: "Language"] together xfinity

Ping statistics for 8.8.8.8:
    Packets: Sent = 1948, Received = 1602, Lost = 346 (17% loss),
Approximate round trip times in milli-seconds:
    Minimum = 8ms, Maximum = 279ms, Average = 28ms

(edited)

7 Messages

27 days ago

Problem was supposed to be fixed by 7:50pm yet here we are, still barely usable internet.

Ping statistics for 8.8.8.8:
    Packets: Sent = 11587, Received = 9828, Lost = 1759 (15% loss),
Approximate round trip times in milli-seconds:
    Minimum = 8ms, Maximum = 327ms, Average = 25ms

Completely unacceptable.

(edited)

Official Employee

 • 

2K Messages

26 days ago

 

user_bs3tfa Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. 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.

 

Expert

 • 

109.5K Messages

25 days ago

@user_bs3tfa @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.

3 Messages

18 days ago

hi, was this issue resolved? i am having nearly identical issues as OP and have not yet seen resolution. online gaming, video streaming, social media browsing - all activities are interrupted by packet loss. ping tests with modem/router does not show interruption. even worse, zoom video conferences and general work productivity is interrupted. 

To modem/router on ethernet connection:
Ping statistics for 192.168.0.1:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1ms, Maximum = 9ms, Average = 2ms


With Public DNS:
Ping statistics for 1.1.1.1:
    Packets: Sent = 100, Received = 93, Lost = 7 (7% loss),
Approximate round trip times in milli-seconds:
    Minimum = 18ms, Maximum = 60ms, Average = 25ms

This did not happen prior to a planned outage in my local neighborhood. What's the deal?

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