I've been having high ping and packet loss since March 2020. I called comcast multiple times to get the problems resolve, but nothing have been fixed. The customer representative sent out 10+ technicians to my home and they said everything is fine even when I'm showing them the live packet loss and high ping tests. One technician put in an additional maintenance ticket but it sat there for a month and no one is doing anything about it. I even upgraded to 1gig service, had 4 modems replaced (Xb6,Xb7). I don't know what else to do, every time I called comcast they want to send out a technician, that just check the signal and connection. I even got a text message from comcast, that they fixed it. But guess what? Nope, still no video chat, voice calls, and absolutely no gaming.
Here are my modem info:
Upstream : https://imgur.com/8kOo3Vu
Downstream : https://imgur.com/Yn4USSb
PingPlotter results :
Totally fine one night
I called Comcast to complain again. Had a tech scheduled for the next day. Before the tech arrived, I got an automated voice mail that said this:
"Hello, this is Comcast. We are calling to advise you that our technicians identified an issue in your neighborhood that may have caused the service issue that you reported. We would like you to know that this issue has been resolved and that you may no longer need the service appointment that you have on Wednesday, February 10th between 4 p.m. And 6 p.m. If your services are restored and you no longer need your appointment, please call us back at 801-964-7576 to cancel your appointment. Thank you for choosing Comcast."
This is what comcast considered as resolved issue.
When the tech arrived, he check the signal, node, the outside line. He said everything is fine. Then I show him the live high ping, packet loss result. He went outside again to check the line again, and said there's high voltage in the line. Recommends that I hire an electrician to ground the house. So I said eliminate the voltage by plugging the modem into a backup battery, remove all the ethernet cables, and use a laptop to test. Same result, ping spikes, and packet loss.
This is happening through out the whole day.
As I am writing this post, I got a text from the tech saying there is intermittent noise interference and network team are working on tracking it.
I hope they fix it, but it's comcast, so my hope is the same as winning the lottery.
At the side of the house where the coax demarcation box is, does the coupling (Where Xfinity's aerial and your home coax couple) have a grounding block attached to it with a bare or green jacketed copper wire pinned into it with a set-"threaded body with a fixed head" (Can't say the S-word it got censored :D)? Is that wire anchored into the earth next to the house? Just wondering if that could be an issue as well.
@sepirater , yes there is a green jacketed copper wire, and it goes into the ground.
@oceanv , I even requested "senior technicians", but they could'nt do anything or figure out what is causing the ping spikes and packet loss. One senior tech texted me the definition of ping after his visit.
My neighbors and I have had very similar issues since about Mar/Apr of 2020. We understood this was due to more folks using the network due to stay home orders etc. so I did not make much of an issue of it.
The first two weeks of 2021 we experienced a sustained 'outage' where service was super degraded for both TV and internet to the point my Xfinity app was indicating an ongoing outage for two straight weeks even though we still had some level of service most of the time.
Since indicating the issue had been fixed I have been paying a lot more attention to the service issues we're having and they are basically identical to the ones mentioned in this thread.
I've had multiple conversations with techs and billing folks. I am consistently told I will be credited for the service interuption but never am. I am also run through the standard troubleshooting only to be told the issue is external to my house and that they have a service ticket open already to address it but they are never able to provide me with any other info such as ETA for a resolution or even the ticket number.
Today I spoke to a chat tech for a bit and after asking to escalate the issue he cycled my modem against my wishes which disconnected us then he never returned nor made any attempt to contact me despite acknowledging the issue needs to be escalated.
It seems pretty clear to me Xfinity has no intention of fixing these issues and they seem to have a policy of lying about issuing credits for inferior service levels as well.
My options are very limited when it comes to using a different service. I have a feeling you are in the same boat and xfinity knows it.
An example from the chat I just finished with support:
X: By the end of the chat we'll resolve your issue - first we'll do troubleshooting steps and if needed will also schedule the Technician
Me: i've done the troubleshooting steps countless times and had a technician out her recently
Me: i actually just got through to someone on the phone support line and she created a ticket for me so i will let that play out rather than perform more troubleshooting on the equipment in my home.
X: Okay got it
X: May I know what else then I can do for you ?
Me: i guess i am good for now. i'm just so tired of getting this run around from the company you work for.
Me: have a good rest of the day though.
X: Thanks for waiting.
X: I'm following advance troubleshooting
X: May I know how old your modem is ?
X: I don't want to miss the opportunity to assist you, May I know if we are still connected?
Also this is a fairly typical ping response when I am pinging google.com any time of day, any day of the week.
Reply from 184.108.40.206: bytes=32 time=3126ms TTL=116
Reply from 220.127.116.11: bytes=32 time=1497ms TTL=116
Reply from 18.104.22.168: bytes=32 time=1591ms TTL=116
Reply from 22.214.171.124: bytes=32 time=675ms TTL=116
Reply from 126.96.36.199: bytes=32 time=44ms TTL=116
Reply from 188.8.131.52: bytes=32 time=194ms TTL=116
Request timed out.
Reply from 184.108.40.206: bytes=32 time=221ms TTL=116
Reply from 220.127.116.11: bytes=32 time=413ms TTL=116
Reply from 18.104.22.168: bytes=32 time=273ms TTL=116
Reply from 22.214.171.124: bytes=32 time=2332ms TTL=116
Reply from 126.96.36.199: bytes=32 time=189ms TTL=116
Request timed out.
Reply from 188.8.131.52: bytes=32 time=973ms TTL=116
Reply from 184.108.40.206: bytes=32 time=287ms TTL=116
Reply from 220.127.116.11: bytes=32 time=2495ms TTL=116