U

Visitor

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2 Messages

Tue, Mar 29, 2022 5:51 PM

Closed

Sudden large amount of packet loss, lag spikes etc

This started about 2 weeks ago, while on my computer which is connected via ethernet I would encounter packet loss, whether this be while gaming or while using a voip. The issue continued on and only got worse. After going through the live chat agents multiple times who always suggested restarting and sending signals as they would do. Nothing they did would fix the issue, after chatting with one for a bit they had helped schedule a tech visit. The tech came and had replaced some wiring and assured us the issue was fixed, after the issue obviously wasn't fixed I talked to another chat agent I requested for a new modem. At first it seemed like the issue may have been fixed by the new modem but the issues started not long after installing the new modem. After this we thought that maybe the first tech may have looked over something so I contacted yet another live chat agent and was told a senior tech was coming out. He came and replaced even more wires and the issue started again not long after he had left, I also spent time restarting the modem over and over. I tried to move it once but it made issues worse, so I had moved it back to the original spot. I'm not sure what could be causing this because nothing changed inside of our home we've had this setup for a while and have had zero issues before this. Anyone know what could be causing the issue? 

Modem Model: TG4482A

Modem Speeds: 600 download and 20-25 upload (never had issues getting these speeds)

NOTE: issue was not only on the computer was just first example of issue.

Official Employee

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374 Messages

3 m ago

Hello, @user_b0eb03! We appreciate you connecting with us in our forums community. We are sad to hear you have not had a resolution to this issue. We would be happy to review the account and tech notes to see what has been done and what we can do next. Please send us a Direct Message with your name and complete service address. We look forward to the message.

 

To start a Direct Message: 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.

Visitor

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2 Messages

1 m ago

I’m having the same issue. It’s become really bad and has made gaming and zoom calls unreliable. Gaming lags constantly. Latency spikes up and then I get disconnected. In worst cases, I don’t get disconnected, I have to play the game out with a constant lag which is a nightmare. 

Is there a fix for this yet? Perhaps not the modem, but Xfinity themselves on the server side?

crazy. 

Visitor

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2 Messages

1 m ago

I’m having the same issue. It’s become really bad and has made gaming and zoom calls unreliable. Gaming lags constantly. Latency spikes up and then I get disconnected. In worst cases, I don’t get disconnected, I have to play the game out with a constant lag which is a nightmare. 

Is there a fix for this yet? Perhaps not the modem, but Xfinity themselves on the server side?

crazy. 

Official Employee

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226 Messages

Hi there, thank you so much for reaching out to us about your lag and Internet issues. Are you experiencing the same issues while just web surfing or streaming videos? 

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

Visitor

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8 Messages

1 m ago

Same issues here. Ours for more than a year. I don't know how many techs have to come out replace inside cables, run an outside line...blame it on electrical wiring, etc...we had an electrician come out, BGE come out. All say it's Comcast. More than likely node/hub...we recently saw that our signal dropped more than 6,000 times today. Gaming is impossible and this is with an ethernet. I sent an email to our local government today. We're being robbed...paying more than $200 a month for a service they're not delivering. We're ready to go to our local news at this point because they continue to string us along and we've spent far too much money with this company to terminate our service without resolution and receive the service we've paid for...

Official Employee

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594 Messages

Thanks for taking the time to reach out to us regarding your intermittent connection. I would love to dig deeper into the connection issues. Can you please reach out through direct message with your first and last name, name on the account if different and service address?

To send a direct message:
 

Ensure you are first signed in, then you will see an icon at the top right of your page. 
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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

Visitor

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8 Messages

How about this...

Have someone from Comcast reach out to me...after they read the notes on my account as to what the problem is...and when/if someone reaches out to me please make sure it's someone who has fixed/replaced a node/hub that provides our signal. 

Thank you.

XfinityAmir

Official Employee

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6.9K Messages

Hi DMWMDW, as a fellow gamer I certainly understand how important it is to have a fast and reliable connection during your sessions. We can certainly look into this and get the issue repaired. To better assist you could you please send us a private message with your full name and street address? 

 

 

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

Visitor

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2 Messages

1 m ago

Exact same issue here. Seems like the packets are getting backed up and then unload all at once causing massive lag spikes based on what I am seeing in game. Any updates from those affected? It's got to be something on Comcast's end.

Official Employee

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345 Messages

I definitely want to take a detailed look at some things with you, @callmecresto! Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Peer to peer" 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

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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