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Visitor

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3 Messages

Friday, May 9th, 2025 12:00 AM

Problem with disconnects/packet loss/high latency

Hello,

I am having a problem with random occurrences of disconnects/packet loss/high latency.  All of the above are currently happening during the overnight hours, the disconnects are nearly every night, at least once - but have previously had this happen at all hours of the day, with disconnections as frequent as every hour.  This has been going on for months, if not a year+ now, with varying frequency.  

When the disconnects happen, it is usually very temporary - things are back up and running within a minute.  In between disconnects, everything runs as normal.  Speeds are good, no complaints. 

I am down to running only my xb8 gateway and wifi, with about 15 connected devices at any one time.  Since this problem started, I have tried all sorts of configurations and new equipment, but nothing has had an impact.  For the last few years, I ran a rax80 router (in access point mode), attached to the xb8.  This was mostly very reliable.  I would have a random problem here or there with disconnects, but nothing like we have been having recently in the time frame mentioned. 

I recently replaced the xb8 with a new one - no change, still having the same problems.  I tried running the xb8 in bridge mode with a ubiquity UDR 7 - no change, same problems (the UDR 7 provided the logs with the packet loss and high latency messages).  I have checked all connections and connectors in the house, replaced any and all suspect wiring.  An extremely capable xfinity technician was here, and looked at everything, and said all looked good.  He changed a splitter or two, but that was it. 

I'm at a loss here.  When more frequent, the disconnections are extremely disruptive.   

I am more mechanically inclined than I am network/technology savvy.  Can you give me the basics on what to look at here? 

Thank you!

Expert

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110.5K Messages

15 days ago

Official Employee

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133 Messages

14 days ago

Hello @user_vspk7q and thank you for taking time out of your day to reach out to our Xfinity Community Forums. I hope you're having an amazing day, other than the connection issues you are experiencing. I can definitely understand your concern, especially after all mentioned above. Have you had a chance to check out the link posted by one of our experts? 

Visitor

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3 Messages

12 days ago

Thank you to EG and Quemekia.  I have gone through the entire list that EG provided and all looks normal, except for one thing.  I did find a very slight cut in the line that comes into the house, just beyond the moca filter.  It appears to have been pinched.  I am going to repair it, and see how things go.  This may have been the problem all along?  I found this yesterday, and moved the wire around.  Since doing so, there have been no disruptions in service.  May be a coincidence, not sure....but I am crossing my fingers.

Thanks again, I will post again if the problem continues. 

Official Employee

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141 Messages

Excellent, fingers crossed that will resolve it. Did you have any other questions or concerns we could assist you with at this time?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

Expert

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110.5K Messages

@user_vspk7q​ 

Quite welcome ! Hope that was it !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Visitor

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3 Messages

@XfinityJon​ 
No thank you, all good at the moment. 

2 nights in a row now without interruption.  I believe the problem is fixed.  Fingers crossed. 

Thank you again to all!

Official Employee

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1.7K Messages

 

user_vspk7q Yay! That is great to hear. You are most welcome, we are happy to help in any way we can. If the issue comes back, please feel free to let us know. I hope you have a fantastic rest of the day. 😀

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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