Community Forum

Best Way to Escalate Specific Xfinity Network/server Issue?

Highlighted
Regular Visitor

Best Way to Escalate Specific Xfinity Network/server Issue?

Living in Washington state and playing online games with servers located in California, I often have issues with xfinity servers dropping packets on the way to my destination. Having restarted my modem and router multiple times I can confirm that this isn't a localized issue for me personally.

 

Today for instance I'm getting 2% packet loss on my local'ish xfinity network at: 96.120.103.141

and almost 19% packet loss at an xfinity network node at:

be-1412-cr12.sunnyvale.ca.ibone.comcast.net

 

What is the best way to escalate the issues with these servers/nodes to xfinity/comcast? Call and ask for tier 3 support? What number would get me the best/fastest results?

Highlighted
Regular Visitor

Re: Best Way to Escalate Specific Xfinity Network/server Issue?

Same issue tonight with 96.120.103.141

At 10% packet loss on that IP which is a comcast server/node in my area.

 

Attempting to escalate through the "chat feature" with support, we'll see how that goes.

Highlighted
Gold Problem Solver

Re: Best Way to Escalate Specific Xfinity Network/server Issue?

Please post the complete trace to the game server.