Visitor
•
13 Messages
Xfinity - Ping and Packet Loss are Insanely High Last 2-3 Weeks
The past 2-3 weeks for me have been a nightmare with Xfinity internet in metro Atlanta.
My ping is x2-5 higher and my packet loss is absurd. Competitive play is certainly out of the question, but it's so bad I cannot even play anything casually.
Oddly enough my speeds are stable and where they should be. (Tested that myself but literally the full extent of "testing" Xfinity has also done).
Xfinity has come out to my house 3 times in the last 7 days and done a lot of nothing.
I replaced EVERYTHING and thoroughly tested everything.
They changed the main. I ran the new coax through the house properly. I bought all brand new modem, router, ethernet cables, outlet, and quality coax in the wall and running from the outlet to my modem costing me hundreds of dollars of my own money just to rule out issues with my network. I also extensively tested all of my router settings and tested bypassing my modem as well.
To further, using ping programs I have trace routes showing that my network is NOT an issue.
They keep sending people out that don't even know what a node is. They told me about "higher level techs", but I [Edited: "Profanity"] sure haven't seen one.
They don't understand or know how to read trace routes and the significant evidence I have provided proving to them that the issue is on their end, not mine. They swear it's not them though but can't read network data.
I have been with Xfinity for 12 years now (8 years in my wife's name and nearly 4 in mine). I started looking for a new provider today as I'm extremely unsatisfied with the technical support and the technicians they send out. They offered to send a tech out and told me they'd charge me $100 if the issue was on my end. Last week they "found" the issue on my end when they thought my old modem was supposed to be my new one and hooked it back, deactivated my new one, and reactivated the old one. Not even to Beavis and Butt-Head's surprise it did literally nothing.
I'm frustrated and at a loss of words at this point.
slydemise
Visitor
•
13 Messages
6 days ago
Per usual[Edited: "Inflammatory"]
Hasn't gotten back to me in private messages after asking me to message them.
They intentionally scheduled an appointment, but haven't come out so I couldn't call technical support to complain and ask.
When they mark your home/area for outage you cannot speak to technical support through 1-800-XFINITY no matter what prompt you go through until the issue is resolved.
Literally marked my area for outage and then followed up at 4:15pm on the XFINITY app in their notes just saying it's still out...BUT NEVER COMING OUT.
My problem has been pending for weeks. I cannot request any reimbursement for their ignorance either as it says I'm not eligible for it.
12 years with this company and the first time I have an issue that they're to blame for and they cannot even have the decency to come out at their scheduled times, text me updates, or give me a call to let me know they're liars at the very least.
Unfortunately, XFINITY is the only provider in my area other than awful 5g services. Unless my issue is resolved and I'm paid back in full since at least the 29th I'll gladly be switching services once I move in a few months.
(edited)
0
0
slydemise
Visitor
•
13 Messages
6 days ago
I've been having this issue in Forsyth County.
Speed is perfectly fine, but since sometime around Dec. 29th or so my ping has been doubled at minimum and packet loss is crazy.
I purchased ALL new router, modem, ethernet cables, and coax cables in and outside of the house.
They came and replaced the mainline running from the node to demarcation point.
I've called them 21 times now and they scheduled me yesterday only to out in outage in my area finally, just not to come out at all when scheduled with no updates. Even lied pretending they came out and labeled it as an outage at 4:15pm.
They've been honestly useless sent out tech that have virtually no idea what they're doing, no basic terminology, or any equipment to test intermittence anymore.
When I ping whichever IPs in my traceroute there's a few in Atlanta that are taking 20+ms to even get through. They swear it's not them after making me spend $600+ in new equipment.
0
0
XfinityEricB
Official Employee
•
3K Messages
6 days ago
0
0