7 Messages
Poor Network Performance, High Latency and Packet Loss
Hello,
For the past few years (on 1Gb) up until recently (upgraded to 2Gb) plans, I tend to get ~500Mb down.
I recently purchased an Arris S34 - the S33 is an approved device and S34 appears to be identical with improved upload for future service.
My Ubiquiti Dream Router reports these two things every other day or so:
Primary internet is experiencing packet loss. Please restart the modem or contact the ISP if this persists.Primary internet is experiencing packet loss. Please restart the modem or contact the ISP if this persists.
Primary internet is experiencing high latency. Please restart the modem or contact the ISP if this persists.
I've restarted my modem(s - this occured with my previous modem as well) as well as router.
I connected my laptop directly to the modem and got ~400Mb down measured by fast.com.
I reached out to support, who told me that the S34 isn't supported (okay, sure, but it appears to be virtually identical to the S33, yeah?).
They were unable to assist with anything else and ended the conversation mid-chat.
Have any suggestions on what else I can try?
It'll be incredibly helpful if I can get something like the rate I am paying for.
XfinityJanelle
Official Employee
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1.5K Messages
3 months ago
Hey @user_bbeicd , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your internet connection. I would be more than happy to offer my assistance looking into this further for you. The S34 is an approved modem for the next generation internet speeds. I am happy to look at the connection for you. Could you 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 "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message 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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EG
Expert
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109.9K Messages
3 months ago
@user_bbeicd @XfinityJanelle
Please circle back here and post any possible solutions for the issue here in these open public 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.
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EG
Expert
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109.9K Messages
3 months ago
Thanks for reporting back ! Good luck with the visit ! Please report back about how it goes.
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