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Re: High Packet Loss / High Ping Issues

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Frequent Visitor

Re: High Packet Loss / High Ping Issues

Same here on my end. I can't even game because of it. This has been going on for 3 weeks now. I'm a game every night kind of guy and this issue has it so I can't even hold a stable connection in game and I'm lagging and dropping everywhere.

 

First I thought it may be my wireless router (I'm hardwired for computer and xbox) so I bought a new one. Then I said well it must be my modem since I've never had these Internet issues before after 2 years with Comcast. Bought a new modem and still an issue. 

 

I replaced the Coax line in my house and I even replaced the electrical outlet thinking maybe it's tripping or something, I was desperate. I've since had two techs come out to my house. The first one changed some Coax lines outside and ran a new line from the pole to my house but that didn't fix the issue. The second "senior" tech came out and ran some tests on the cable with his tool and said everything looks good, we'll put a monitoring ticket in though. I kept asking well how can I follow-up and stay in the loop about this because it's really almost unusable about 50% of the time and he just did not have a good answer and says just enough so they can be on to the next job. 

 

I'm now stuck with no resolution, I can't use the Internet consistently, and I can't get in touch with an agent. Just completely unreal. I ask my IT buddies that live in bordering towns about 15-20 minutes away who also have Comcast and they are not having any issues. The fact that I'm experiencing this issue in my area and there's no one that can seem to identify the problem or get it fixed is really frustrating. It doesn't even seem like they want to get it fixed. 

 

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Expert

Re: High Packet Loss / High Ping Issues

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

 



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Frequent Visitor

Re: High Packet Loss / High Ping Issues

Thank you. I did start there and completed that guide. The two techs even took it a step further by replacing the line from the pole to the house. The true issue resides somewhere on Comcast sides across their different nodes and congestion. 

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Expert

Re: High Packet Loss / High Ping Issues

O/k well just bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

Good luck !



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: High Packet Loss / High Ping Issues

Totally understand but the frustrating part is the techs don't seem to escalate on their end and Comcast has no good system for tracking elevated or escalated requests. You basically just have to keep calling or chatting in but both of those methods are next to impossible right now.