Intermittent Packet Loss on Wired Connection + x2 Gbps Plan Only Reaching ~530 Mbps

@XfinityAmandaB​

Thank you for your response. I wanted to provide a detailed update after today’s technician visit because the packet loss issue is still occurring.

The technician found a slightly damaged section at the end of the coax cable coming from the wall. He cut back the damaged section and installed a new connector. He told me that the measured noise dropped after this repair. He also found and addressed loose connections outside.

However, packet loss continued after those repairs.

During the visit, the technician also contacted a supervisor. I was told that the supervisor noticed what the technician described as “clipping” and restarted or reset something related to the signals/network in an attempt to correct it. I do not know the exact technical action that was performed, so I do not want to mischaracterize it, but I am reporting the terminology and explanation given to me by the technician. Packet loss continued after this action as well.

The technician then replaced my XB8 gateway with another XB8. Packet loss still continued after the gateway replacement.

During the visit, the technician repeatedly suggested that my gaming PC, my applications, or PingPlotter could be causing or falsely reporting the issue. To rule out my Windows PC, I tested from a separate MacBook and was also able to reproduce packet loss there.

The technician later ran a packet-loss test using his meter directly over the RF/coax connection to Comcast DNS at 75.75.75.75. His test showed 1,825 packets sent, 1,825 received, and 0 lost. However, I later learned that this test was performed directly through the RF/coax side rather than through Ethernet behind the XB8, so it did not test the same full client-to-gateway path used by my devices.

After the technician left, I stopped relying on PingPlotter and ran three simultaneous tests using only the built-in Windows ping command. Each test sent 2,000 packets:

• Local XB8 gateway 10.0.0.1: 2,000 sent, 2,000 received, 0 lost
• Comcast DNS 75.75.75.75: 2,000 sent, 1,997 received, 3 lost
• Cloudflare 1.1.1.1: 2,000 sent, 1,996 received, 4 lost

This is important because the local gateway remained completely clean at 0 packet loss while two separate external destinations both experienced packet loss during simultaneous testing. One of those destinations, 75.75.75.75, was the exact same Comcast DNS target used by the technician’s meter. These results were reproduced using the standard Windows ping utility, not PingPlotter.

I also previously received an automated Comcast call stating that technicians had identified an issue in my neighborhood that may have caused the service issue I reported and that the issue was believed to be resolved. Despite that notification, I am still reproducing packet loss afterward.

At this point, the issue has persisted after:

• replacing Ethernet cables
• testing two different Ethernet adapters on my gaming PC
• bypassing my Ethernet switch and connecting directly to the XB8
• testing on both Windows and macOS devices
• repairing the damaged coax end
• addressing loose outside connections
• a supervisor performing a remote signal/network action after reportedly observing “clipping”
• replacing the XB8 gateway
• testing multiple external destinations
• reproducing external packet loss with the built-in Windows ping utility rather than PingPlotter

I understand that the measured percentage of packet loss may appear small in some tests and may not significantly affect ordinary web browsing or buffered video. However, I use my connection for competitive real-time online gaming and live streaming. I experience noticeable lag spikes and in-game packet-loss indications in Call of Duty, so even intermittent recurring loss has a real impact on my service.

I am not claiming that these tests alone prove the exact location of the fault. However, the issue has now been reproduced across multiple devices and operating systems, after the coax repair, outside connection work, remote action related to reported “clipping,” and a complete XB8 replacement. Plain Windows ping also continues to reproduce external packet loss while the local gateway remains clean.

Could you please review the RF signal history, modem event history, corrected and uncorrectable errors, upstream conditions, and any neighborhood/node/CMTS or maintenance history associated with my service? I would also appreciate further investigation and guidance on the appropriate escalation path for persistent intermittent packet loss rather than closing this as a customer-device or PingPlotter issue.

Thank you

@XfinityAmandaB​

Thank you. Just to clarify regarding the RF signals: the technician did perform RF/coax-side testing during yesterday’s visit. He found noise, said it improved after repairing the damaged coax end, and also addressed loose connections outside.

When you ask about reviewing the RF signals, are you referring to specific values or historical signal data that the technician may not have checked? If so, please let me know what information you need and I’ll provide it.

I would also appreciate your help scheduling another appointment since the packet loss is still occurring.

@user_ch95bg I appreciate you offering to provide information, I'll have access to check the signal levels and typically can see log history so wouldn't need you to provide that information.

The technicians do test from the tap as they want to ensure the signal is strong up to the demarcation point, so if issues are persisting past there I could see why they had mentioned it may be something else affecting the service past the demarcation point (PC, applications, Ping Plotter). 

To continue, since I'll need to gather some information we don't want here in our public conversation to look into the signals further and help with scheduling a new appointment.

Could you please send our team a direct message with your full name and full address?

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@user_ch95bg I appreciate you sending the direct message with the requested information. I was able to locate and will follow up with you there to continue looking into the speed and packet loss concern further.