Visitor
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1 Message
Report a service outage
I have been experiencing a lot of dropped connections in the last month. There is no reported outage in my area, but I have been running MTR diagnostics and have confirmed my local network connection to my router is stable with zero packet loss. However, I am seeing significant packet loss starting at hop
- be-33811-cs21.nota.fl.ibone.comcast.net 77.7% packet loss
- be-2111-pe11.nota.fl.ibone.comcast.net 63% packet loss.
I have time-stamped screenshots demonstrating this
How do I report this and get it fixed? The chat is useless. I couldn't find any way to reach a real-human customer support.
XfinityAmira
Official Employee
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4.5K Messages
16 days ago
Hi user_k2kkv6! Thanks for visiting our Xfinity Forum. We appreciate you being a customer with us, and my team is here to support you. We would be more than happy to check things on our end and further troubleshoot this with you. Please send us a Direct Message. Here are the detailed steps to direct message us:
• 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
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