XB10 50% packet loss at demarcation point [FDX DOCSIS 4.0 1 Gbps / 1 Gbps symmetric plan]

Hello Xfinity Support Team,

I have an upcoming technician visit for persistent intermittent packet loss with the Xfinity XB10 gateway on the FDX DOCSIS 4.0 1 Gbps / 1 Gbps symmetric plan.

The failure pattern is the same whether the XB10 is connected at its normal location inside the house or directly at the exterior coax demarcation point:

• Internet works normally for a few minutes.

• Then packet loss starts and Internet connectivity fails.

• The connection recovers on its own after a short period.

• A few minutes later the same failure repeats.

• This cycle continues indefinitely, making the Internet connection effectively unusable.

To eliminate my home's coax wiring as a variable, I connected the XB10 directly at the exterior demarcation point outside the house using a short known-good coax cable.
This completely bypassed the home's internal coax wiring, wall outlets, splitters, and connectors.

The exact same intermittent packet-loss/no-Internet behavior occurred at the demarcation point. I tested with two different laptops connected directly to the XB10 over wired Ethernet.

I have video evidence showing the XB10 experiencing the same failure while connected directly at the exterior demarcation point, with the home's internal coax wiring, wall outlets, splitters, and connectors completely bypassed.

An Arris S34 is stable on the same Xfinity service, but it does not exercise the FDX DOCSIS 4.0 path used by the XB10.

Since the failure is unchanged when all inside wiring is bypassed, the problem does not originate from my home's internal coax wiring.

The issue is on the Xfinity side, most likely with one of the following:

• FDX spectrum / plant impairment

• CMTS / vCMTS

• Node / RPD

• XB10 modem/gateway rented from Xfinity

• Outside drop from the tap to the demarcation point

I also see that a technician fee has already been added to my account. Since the issue has been reproduced directly at the demarcation point with all customer-owned inside wiring bypassed, please remove that technician fee and ensure this visit is classified as a repair visit for an Xfinity service issue, not as a chargeable inside-wiring or installation visit.

Please confirm that the technician and work order reflect that the failure has already been reproduced directly at the demarcation point and that the technician fee has been waived.

Pings showing the intermittent packet loss:

64 bytes from 8.8.8.8: icmp_seq=1254 ttl=116 time=40.521 ms

64 bytes from 8.8.8.8: icmp_seq=1255 ttl=116 time=23.492 ms

64 bytes from 8.8.8.8: icmp_seq=1256 ttl=116 time=26.812 ms

64 bytes from 8.8.8.8: icmp_seq=1257 ttl=116 time=19.373 ms

64 bytes from 8.8.8.8: icmp_seq=1258 ttl=116 time=35.689 ms

64 bytes from 8.8.8.8: icmp_seq=1259 ttl=116 time=40.451 ms

64 bytes from 8.8.8.8: icmp_seq=1260 ttl=116 time=16.327 ms

64 bytes from 8.8.8.8: icmp_seq=1261 ttl=116 time=39.457 ms

Request timeout for icmp_seq 1262

64 bytes from 8.8.8.8: icmp_seq=1263 ttl=116 time=34.055 ms

64 bytes from 8.8.8.8: icmp_seq=1264 ttl=116 time=36.892 ms

64 bytes from 8.8.8.8: icmp_seq=1265 ttl=116 time=23.618 ms

Request timeout for icmp_seq 1266

Request timeout for icmp_seq 1267

Request timeout for icmp_seq 1268

Request timeout for icmp_seq 1269

Request timeout for icmp_seq 1270

64 bytes from 8.8.8.8: icmp_seq=1271 ttl=116 time=37.672 ms

64 bytes from 8.8.8.8: icmp_seq=1272 ttl=116 time=45.513 ms

Request timeout for icmp_seq 1273

Request timeout for icmp_seq 1274

Request timeout for icmp_seq 1275

Request timeout for icmp_seq 1276

64 bytes from 8.8.8.8: icmp_seq=1277 ttl=116 time=45.740 ms

Request timeout for icmp_seq 1278

Request timeout for icmp_seq 1279

64 bytes from 8.8.8.8: icmp_seq=1280 ttl=116 time=38.014 ms

Request timeout for icmp_seq 1281

64 bytes from 8.8.8.8: icmp_seq=1282 ttl=116 time=44.327 ms

Request timeout for icmp_seq 1283

Request timeout for icmp_seq 1284

Request timeout for icmp_seq 1285

Request timeout for icmp_seq 1286

64 bytes from 8.8.8.8: icmp_seq=1287 ttl=116 time=42.030 ms

64 bytes from 8.8.8.8: icmp_seq=1288 ttl=116 time=35.288 ms

Request timeout for icmp_seq 1289

Request timeout for icmp_seq 1290

Request timeout for icmp_seq 1291

64 bytes from 8.8.8.8: icmp_seq=1292 ttl=116 time=14.328 ms

Request timeout for icmp_seq 1293

64 bytes from 8.8.8.8: icmp_seq=1294 ttl=116 time=44.940 ms

64 bytes from 8.8.8.8: icmp_seq=1295 ttl=116 time=42.316 ms

64 bytes from 8.8.8.8: icmp_seq=1296 ttl=116 time=56.684 ms

Request timeout for icmp_seq 1297

Request timeout for icmp_seq 1298

Request timeout for icmp_seq 1299

Request timeout for icmp_seq 1300

64 bytes from 8.8.8.8: icmp_seq=1301 ttl=116 time=37.519 ms

Request timeout for icmp_seq 1302

64 bytes from 8.8.8.8: icmp_seq=1303 ttl=116 time=35.465 ms

Request timeout for icmp_seq 1304

Request timeout for icmp_seq 1305

Request timeout for icmp_seq 1306

Request timeout for icmp_seq 1307

Request timeout for icmp_seq 1308

64 bytes from 8.8.8.8: icmp_seq=1309 ttl=116 time=35.482 ms

64 bytes from 8.8.8.8: icmp_seq=1310 ttl=116 time=40.966 ms

64 bytes from 8.8.8.8: icmp_seq=1311 ttl=116 time=45.268 ms

Request timeout for icmp_seq 1312

Request timeout for icmp_seq 1313

Request timeout for icmp_seq 1314

64 bytes from 8.8.8.8: icmp_seq=1315 ttl=116 time=36.548 ms

64 bytes from 8.8.8.8: icmp_seq=1316 ttl=116 time=39.698 ms

64 bytes from 8.8.8.8: icmp_seq=1317 ttl=116 time=34.818 ms

Request timeout for icmp_seq 1318

Request timeout for icmp_seq 1319

64 bytes from 8.8.8.8: icmp_seq=1320 ttl=116 time=44.319 ms

Request timeout for icmp_seq 1321

64 bytes from 8.8.8.8: icmp_seq=1322 ttl=116 time=41.980 ms

Request timeout for icmp_seq 1323

Request timeout for icmp_seq 1324

64 bytes from 8.8.8.8: icmp_seq=1325 ttl=116 time=38.223 ms

Request timeout for icmp_seq 1326

Request timeout for icmp_seq 1327

Request timeout for icmp_seq 1328

64 bytes from 8.8.8.8: icmp_seq=1329 ttl=116 time=37.345 ms

64 bytes from 8.8.8.8: icmp_seq=1330 ttl=116 time=40.856 ms

Request timeout for icmp_seq 1331

64 bytes from 8.8.8.8: icmp_seq=1332 ttl=116 time=37.055 ms

64 bytes from 8.8.8.8: icmp_seq=1333 ttl=116 time=21.369 ms

64 bytes from 8.8.8.8: icmp_seq=1334 ttl=116 time=38.687 ms

Request timeout for icmp_seq 1335

Request timeout for icmp_seq 1336

Request timeout for icmp_seq 1337

64 bytes from 8.8.8.8: icmp_seq=1338 ttl=116 time=34.396 ms

64 bytes from 8.8.8.8: icmp_seq=1339 ttl=116 time=14.189 ms

64 bytes from 8.8.8.8: icmp_seq=1340 ttl=116 time=44.777 ms

64 bytes from 8.8.8.8: icmp_seq=1341 ttl=116 time=28.448 ms

64 bytes from 8.8.8.8: icmp_seq=1342 ttl=116 time=33.321 ms

64 bytes from 8.8.8.8: icmp_seq=1343 ttl=116 time=39.945 ms

Request timeout for icmp_seq 1344

64 bytes from 8.8.8.8: icmp_seq=1345 ttl=116 time=40.701 ms

64 bytes from 8.8.8.8: icmp_seq=1346 ttl=116 time=34.138 ms

Request timeout for icmp_seq 1347

Request timeout for icmp_seq 1348

64 bytes from 8.8.8.8: icmp_seq=1349 ttl=116 time=38.073 ms

64 bytes from 8.8.8.8: icmp_seq=1350 ttl=116 time=41.357 ms

Request timeout for icmp_seq 1351

Request timeout for icmp_seq 1352

Request timeout for icmp_seq 1353

64 bytes from 8.8.8.8: icmp_seq=1354 ttl=116 time=39.104 ms

Request timeout for icmp_seq 1355

Request timeout for icmp_seq 1356

64 bytes from 8.8.8.8: icmp_seq=1357 ttl=116 time=33.177 ms

64 bytes from 8.8.8.8: icmp_seq=1358 ttl=116 time=45.071 ms

64 bytes from 8.8.8.8: icmp_seq=1359 ttl=116 time=36.801 ms

Request timeout for icmp_seq 1360

64 bytes from 8.8.8.8: icmp_seq=1361 ttl=116 time=34.072 ms

64 bytes from 8.8.8.8: icmp_seq=1362 ttl=116 time=40.614 ms

Request timeout for icmp_seq 1363

Request timeout for icmp_seq 1364

64 bytes from 8.8.8.8: icmp_seq=1365 ttl=116 time=40.541 ms

64 bytes from 8.8.8.8: icmp_seq=1366 ttl=116 time=35.197 ms

Request timeout for icmp_seq 1367

64 bytes from 8.8.8.8: icmp_seq=1368 ttl=116 time=44.404 ms

64 bytes from 8.8.8.8: icmp_seq=1369 ttl=116 time=39.081 ms

64 bytes from 8.8.8.8: icmp_seq=1370 ttl=116 time=42.025 ms

Request timeout for icmp_seq 1371

64 bytes from 8.8.8.8: icmp_seq=1372 ttl=116 time=13.286 ms

64 bytes from 8.8.8.8: icmp_seq=1373 ttl=116 time=48.895 ms

64 bytes from 8.8.8.8: icmp_seq=1374 ttl=116 time=33.293 ms

Request timeout for icmp_seq 1375

64 bytes from 8.8.8.8: icmp_seq=1376 ttl=116 time=41.169 ms

64 bytes from 8.8.8.8: icmp_seq=1377 ttl=116 time=16.271 ms

64 bytes from 8.8.8.8: icmp_seq=1378 ttl=116 time=9.969 ms

64 bytes from 8.8.8.8: icmp_seq=1379 ttl=116 time=12.469 ms

64 bytes from 8.8.8.8: icmp_seq=1380 ttl=116 time=14.394 ms

64 bytes from 8.8.8.8: icmp_seq=1381 ttl=116 time=14.744 ms

64 bytes from 8.8.8.8: icmp_seq=1382 ttl=116 time=13.427 ms

64 bytes from 8.8.8.8: icmp_seq=1383 ttl=116 time=15.428 ms

64 bytes from 8.8.8.8: icmp_seq=1384 ttl=116 time=16.517 ms

64 bytes from 8.8.8.8: icmp_seq=1385 ttl=116 time=11.836 ms

64 bytes from 8.8.8.8: icmp_seq=1386 ttl=116 time=16.039 ms

Request timeout for icmp_seq 1387

Request timeout for icmp_seq 1388

64 bytes from 8.8.8.8: icmp_seq=1389 ttl=116 time=39.277 ms

Request timeout for icmp_seq 1390

Request timeout for icmp_seq 1391

64 bytes from 8.8.8.8: icmp_seq=1392 ttl=116 time=19.322 ms

64 bytes from 8.8.8.8: icmp_seq=1393 ttl=116 time=42.934 ms

64 bytes from 8.8.8.8: icmp_seq=1394 ttl=116 time=38.679 ms

64 bytes from 8.8.8.8: icmp_seq=1395 ttl=116 time=36.461 ms

64 bytes from 8.8.8.8: icmp_seq=1396 ttl=116 time=30.240 ms

Request timeout for icmp_seq 1397

Request timeout for icmp_seq 1398

64 bytes from 8.8.8.8: icmp_seq=1399 ttl=116 time=41.553 ms

Request timeout for icmp_seq 1400

64 bytes from 8.8.8.8: icmp_seq=1401 ttl=116 time=37.842 ms

Request timeout for icmp_seq 1402

Request timeout for icmp_seq 1403

Request timeout for icmp_seq 1404

Request timeout for icmp_seq 1405

Request timeout for icmp_seq 1406

Request timeout for icmp_seq 1407

Request timeout for icmp_seq 1408

Request timeout for icmp_seq 1409

Request timeout for icmp_seq 1410

Request timeout for icmp_seq 1411

Request timeout for icmp_seq 1412

Request timeout for icmp_seq 1413

Request timeout for icmp_seq 1414

Request timeout for icmp_seq 1415

Request timeout for icmp_seq 1416

Request timeout for icmp_seq 1417

Request timeout for icmp_seq 1418

Request timeout for icmp_seq 1419

Request timeout for icmp_seq 1420

Request timeout for icmp_seq 1421

Request timeout for icmp_seq 1422

Request timeout for icmp_seq 1423

Request timeout for icmp_seq 1424

Request timeout for icmp_seq 1425

Request timeout for icmp_seq 1426

64 bytes from 8.8.8.8: icmp_seq=1427 ttl=116 time=13.274 ms

Request timeout for icmp_seq 1428

Request timeout for icmp_seq 1429

Request timeout for icmp_seq 1430

64 bytes from 8.8.8.8: icmp_seq=1431 ttl=116 time=38.859 ms

64 bytes from 8.8.8.8: icmp_seq=1432 ttl=116 time=23.780 ms

Request timeout for icmp_seq 1433

64 bytes from 8.8.8.8: icmp_seq=1434 ttl=116 time=39.729 ms

64 bytes from 8.8.8.8: icmp_seq=1435 ttl=116 time=13.614 ms

Request timeout for icmp_seq 1436

Request timeout for icmp_seq 1437

Request timeout for icmp_seq 1438

64 bytes from 8.8.8.8: icmp_seq=1439 ttl=116 time=40.817 ms

Request timeout for icmp_seq 1440

64 bytes from 8.8.8.8: icmp_seq=1441 ttl=116 time=14.305 ms

64 bytes from 8.8.8.8: icmp_seq=1442 ttl=116 time=41.296 ms

64 bytes from 8.8.8.8: icmp_seq=1443 ttl=116 time=29.195 ms

Request timeout for icmp_seq 1444

Request timeout for icmp_seq 1445

64 bytes from 8.8.8.8: icmp_seq=1446 ttl=116 time=35.433 ms

64 bytes from 8.8.8.8: icmp_seq=1447 ttl=116 time=48.506 ms

Request timeout for icmp_seq 1448

64 bytes from 8.8.8.8: icmp_seq=1449 ttl=116 time=26.408 ms

64 bytes from 8.8.8.8: icmp_seq=1450 ttl=116 time=41.790 ms

Request timeout for icmp_seq 1451

64 bytes from 8.8.8.8: icmp_seq=1452 ttl=116 time=42.044 ms

Request timeout for icmp_seq 1453

64 bytes from 8.8.8.8: icmp_seq=1454 ttl=116 time=37.277 ms

Request timeout for icmp_seq 1455

Request timeout for icmp_seq 1456

64 bytes from 8.8.8.8: icmp_seq=1457 ttl=116 time=28.115 ms

Request timeout for icmp_seq 1458

64 bytes from 8.8.8.8: icmp_seq=1459 ttl=116 time=33.741 ms

Request timeout for icmp_seq 1460

64 bytes from 8.8.8.8: icmp_seq=1461 ttl=116 time=55.841 ms

Request timeout for icmp_seq 1462