Visitor
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1 Message
Your Home Network
Location: Christiansburg, VA (served via Blacksburg-area network)
Problem: Intermittent packet loss and connectivity drops every evening ~6:30–10 PM for months. Affects Discord voice (drops to 1-2 red bars), Rocket League, Dota, Battlefield, etc.
What has already been done:
- All CPE replaced (including exterior hardware and XB8 gateway)
- Problem continues on direct Ethernet to the XB8 (rules out my router and Wi-Fi)
- Modem signal levels are in range (downstream ~6 dBmV, SNR 41–42 dB, upstream ~45 dBmV)
- Restarts do not help
Evidence:
- Continuous PingPlotter monitoring shows 0% loss on hop 1 (gateway 10.0.0.1)
- Packet loss and latency spikes begin at the first Comcast hops in the Blacksburg area
- Xfinity’s own system previously flagged DOCSIS Health Red + Network Intermittency
- Short real-time checks and 4-packet pings often look clean (as expected with an intermittent peak-hour issue)
Tickets:
- [Edited: "Personal Information"] – escalated Aug 25 to plant/node team, promised 24–48 hr update, later closed as “fixed” with no resolution or contact
- [Edited: "Personal Information"] – created Aug 29 after follow-up. Agent confirmed no CPE tech would be scheduled and that the advance team would contact me
I am not looking for another modem replacement or standard tech visit. The data points to a local node congestion or plant impairment issue that only appears under evening load. Requesting a proper plant/node review of the serving area.
Happy to provide PingPlotter CSVs or additional details if needed.
XfinityDuron
Official Employee
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1.1K Messages
23 days ago
I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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121.4K Messages
22 days ago
@user_j3a4te @XfinityDuron
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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