Visitor
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1 Message
Daily Packet Loss and Jitter Causing Telephone and Video Calls to Drop
We are experiencing packet loss and high jitter every day. Telephone calls and video calls regularly drop because of it. Having already gone through Xfinity's automated troubleshooting/restart process numberous times, the problem continues. Both the online Assistant and telephone support keep directing me back to restarting/troubleshooting the modem, saying that it will call back in 10 minutes to check, but having done that numerous times today, I have not received the promised call back at all, let alone within 10 minutes.
This is a recurring connection-quality issue, not simply a speed issue. I need Xfinity technical support to investigate the connection, including signal levels and upstream/network issues and arrange a technician visit.
XfinityBradM
Official Employee
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1.6K Messages
7 days ago
@user_1y0ki9 Thank you for sharing the troubleshooting steps you've taken thus far. Our team can jump in and provide you with additional assistance resolving your intermittent connection issue. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon in the top right corner
Click the "Start new conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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