U

Visitor

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3 Messages

Mon, Aug 8, 2022 2:04 PM

Intermittent Packet Loss

Me and my neighbor (separate houses, possibly more people in my neighborhood) have been experiencing intermittent packet loss that occurs across every device in the network, wifi or ethernet over the last 1.5 months (previous year was perfect).

4+ techs have all come out and replaced/inspected the following:

  1. Replace Xfinity Modem (2-3 times)

  2. Replaced Ground cable to pedestal

  3. Inspected cables in house and receptables

  4. Replaced filter on line (POE/MOCA filter? I think its called?)

I did my own ping testing and found this, but it occurs INTERMITTENTLY, like once every hour or two which coincides with the issues I am seeing.

How do I get the right eyes on this? If my neighbor and I are having the exact same issues, the problem can't possibly be in my home.

Official Employee

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72 Messages

2分前

Hey there, @user_a422c0. Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. If you could please send me a DM with your first and last name along with your full-service address, we can get started providing assistance from this end.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (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

See https://comca.st/3KQF8q9 for an example.

EG

Expert

 • 

95.8K Messages

2分前

@user_a422c0 @XfinityBradM 

Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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3 Messages

1分前

this issue is not resolved. it occurs daily, its interrupting my work and leisure. I had a tech worker, his manager, and his manager at my house trying to get it resolved and I cannot get a solid answer.

Visitor

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3 Messages

1分前

I keep getting generic answers, but no one that really knows whats going on or how to address it.

XfinityDena

Official Employee

 • 

846 Messages

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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