Intermittent partial IPv4 routing failures after gateway replacement

I will be traveling on Thursday 9/24 and returning Sunday 9/27 - I'm here to troubleshoot the next two days as needed, and our technician is set to come next week. But, if we can do further investigation and resolve it without that need, that would be great.

@user_oisktv thank you for letting me know of the upcoming travels, and hope that goes smoothly for you. I went from WA to Buena Vista, CO earlier this summer and that 19-hour drive each way was a doozy. 

I appreciate the information you've provided so far it's really helpful, it's also nice to see if there have been any reported issues in your area recently. Have you happened to see anything pop up either at the Status Center: https://www.xfinity.com/support/status or on the Xfnity App?

The Xfinity App also has a cool feature to test your home network to see if any anomolies are detected. To run this pull up the Xfinity App: 

- Go to the WiFi tab
- Troubleshoot
- Test your whole home network

- Have you run a recent home network check? 

Thanks for the follow-up. We have already run the Xfinity “Test your whole home network” check multiple times, and it reports the network as healthy.

The difficulty is that the problem is intermittent. Our independent side-by-side monitoring has captured substantial latency spikes that the point-in-time Xfinity test does not reproduce. We have seen:

• Wi‑Fi-to-gateway latency spikes into the hundreds of milliseconds on both 2.4 GHz and 5 GHz.

• Earlier wired Ethernet gateway interruptions lasting several minutes.

• IPv4 failures to multiple unrelated destinations while IPv6 often continued working.

So the app’s healthy result appears to reflect the gateway’s status between incidents rather than the intermittent failures themselves. I can provide specific timestamps and detailed results privately.

Could you please review the gateway’s provisioning, signal/error history, IPv4 routing, and neighborhood/node status?

@user_oisktv thanks for the confirmation you've done that step already, and I can definitely investigate further and check the area equipment. I typically can access equipment history/logs as well, but if needed that is great you have the event info available to share

To continue to ensure I'm assisting on the correct account I'll need to gather some information that we don't want here in our public conversation. Could you please send our team a direct message with your full name and full address?

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new message" (pencil and paper) icon

• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

Direct Message sent to you per your instructions.