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Visitor

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3 Messages

Tue, Jul 12, 2022 2:00 AM

Packet Loss on Gaming and Zoom - pathping shows packet loss on Xfinity side

I recently moved apartments and transferred my service but have been having packet loss issues when gaming (Dota 2) and working from home (Zoom, Citrix remote desktop). I ran a tracert / pathping test to google.com and saw 2% packet loss on hop 3 and 9-11% packet loss on hops 4-11. From what I understand, this indicates the problem is not from my side/router.

The problem is bad enough that online games are unplayable and my Zoom keeps giving "Your internet connection is unstable" resulting in people not being able to hear me.

I use a hardwired ethernet connection. My latest test from fast.com shows a download speed of 990 Mbps and an upload speed of 22 Mbps.

Official Employee

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134 Messages

3 m مضت

Hi @user_b94d1d Thank you for taking the time to reach out to us through Xfinity forums! Oh no! How concerning! Have you tried to use the Xfinity My Account app to troubleshoot?

Visitor

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3 Messages

3 m مضت

Yeah I did the usual steps it mentions with restarts and what not. I have since spoken to Xfinity support and have a service technician coming in a couple days. Hopefully they can resolve the issue.
But if anyone has any suggestions please let me know. I still have two days of working from home to deal with until the technician arrives. 

Official Employee

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134 Messages

I'm so glad to hear you have a technician coming out! If you would like to try and troubleshoot further please send our team a direct message with your full name and full address. Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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Visitor

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3 Messages

Just as a warning to everyone else, make sure you try everything you can before calling a technician. They’ll charge you $100 for the visit, even if it’s just to say “I don’t see anything wrong” and leave within 15 minutes :(

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