Community Forum

Extremely slow speeds and packetloss (Houston) (Again)

Tasc22
Contributor

Extremely slow speeds and packetloss (Houston) (Again)

I was hoping I could just repost this post from earlier this year, because this is the exact same situation again: https://forums.xfinity.com/t5/Your-Home-Network/Extremely-slow-speeds-and-packetloss-Houston/td-p/32...

 

This is happening again, exactly as before, and seems to happen every few months. Comcast wastes a lot of their time and my time going through the same process every time and I never get an answer about what was eventually fixed or what was wrong. I spend 30-60 minutes on phone tech support doing worthless things, and then wait another few days before they can send a tech out. The tech comes out, doesn't find anything wrong and says he needs to escalate it higher up. Eventually, I get an automated call about something being fixed in the neighborhood and the connection goes back to normal. This happens over and over and over again through the years.

 

So my question is how can we handle this better? How can I get this issue escalated to the correct person from the beginning?

 

This is a hard-wired connection, experiencing 10-30% packetloss, with upload/download rates (on the 500/15 plan) going down to 2.19/0.43. Upstream and downstream power levels are getting up on the high side. Log is full of "No ranging response received -T3 time-out" errors.

Screen Shot 2020-06-10 at 12.08.11 PM.png
Screen Shot 2020-06-10 at 12.08.30 PM.png
Screen Shot 2020-06-11 at 3.20.13 PM.png
ComcastAmira
Official Employee

Re: Extremely slow speeds and packetloss (Houston) (Again)

Hello @Tasc22, thanks for reaching back out on our Forums page. I am truly sorry to hear that these connection issues and slow speeds have returned. We absolutely want to get to the root cause of these issues so that we can get them successfully corrected. I also apologize for your experience with us around this thus far and I would love to move forward with assisting you! I have responded to your private message and look forward to hearing back from you. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Tasc22
Contributor

Re: Extremely slow speeds and packetloss (Houston) (Again)

I've included another pingplot to show the extent and frequency of the packetloss that continues.

comcast20200612.png
Tasc22
Contributor

Re: Extremely slow speeds and packetloss (Houston) (Again)

Here we are on day 5, packetloss still very bad, no solutions in sight.

20200616.png
Ughh-notagain
New Poster

Re: Extremely slow speeds and packetloss (Houston) (Again)

Hi @Tasc22,

I’m experiencing the same problems as you. What are the sources of the screenshots in your posts? I’d like to have similar data for the next time I speak with the Xfinity techs.

Thanks