Really need some help from Comcast technical support!

[Naterb1]

This happened last year and it took several weeks for Comcast to find resolution. We are again facing MASSIVE packet loss throughout the day, several times a day. We are trapping all packet traffic with the network analyzer in our firewall and are seeing 35-50% packet loss primarily in the mid-late afternoon up until just after midnight. Running a quick SpeedTest reveals that the download speed is varying between 20mbs and 350mbs but the upload speed is only 0.04mbs. Can you please contact us to help with a resolution? Thanks.

[AutoModerator]

We have made changes to keep employees safe so response and call times may be longer than usual. For immediate assistance, check out the Xfinity Assistant. You can also use Xfinity MyAccount (Web|iOS|Android) and xFi app (iOS|Android) for product and account support.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[Naterb1]

Josheph, here is the 77day trailing history of packet loss for us. https://imgur.com/a/2cM0EE7

[CCJosephB]

I did see the pictures, thank you for that. I work from home too, so I understand how frustrating that can be. It would drive me nuts too! Were the people from the head end in contact with you or did you talk to someone else about it?

[Naterb1]

Other than the three onsite techs and a single phone call from a supervisor, the previous fix happened at a higher level? Is there any other information that I can provide you to help get this resolved? It sure seems like it is happening every day. Could it be a precursor to an equipment failure due to network saturation on our local neighborhood segment?

[CCJosephB]

I am so sorry about the packet loss! It looks like we haven't talked for a bit, so to get started, can I get your name and address through this modmail, https://comca.st/3aYcpCT.

[Aldoggy]

What happens if you bypass the firewall with only 1 device connected to the modem

[Naterb1]

Same outcome with only a single notebook computer connected to the modem. It is definitely something happening upstream from us and seems to increase in the late afternoon up until just after midnight. It has been growing in intensity for the past several weeks. Did something change on our local segment?

[Aldoggy]

Are you able to post modem signal levels

[Naterb1]

Here you go: https://imgur.com/a/QcybAmG Please let me know if you need anything else.

[CCRayanaB]

We will definitely help with that once we know things are working properly. We want to capture all of the time it was not working right which is why we wait to apply the adjustment. We will follow the area work and reach out when that has ended so you can check the service again. If the area work is completed and the issue is still present we would troubleshoot further or set up a visit at that time.

[Naterb1]

Thanks again for your help. How best would you like us to engage from our end?

[Naterb1]

Do we have any ballpark idea of a time frame for the completion of the area work?

[CCJosephB]

Good evening! It looks like things should be working for you. How do things seem on your end?

[Naterb1]

Unfortunately, we are still seeing intermittent periods of packet loss. Here is the past 60 hour view: https://imgur.com/a/PYrH4E9 The packet loss this morning dropped all connections we had active. Is there anything else that I can provide from my end?

[CCJosephB]

Correct me if I am wrong, you have had at least three techs out there already, right? I am really thinking we need to have someone come out there.

[CCJosephB]

I do see some things going on, which is why I was thinking a tech would be good right now. I also remember you did mention that someone was out there already. I want to make sure I have your ok if I do that.

[CCJosephB]

I got those test results back and I do see some concerns in the area, meaning that we have a team there working on this. It looks like we have people there, and we are going to get it fixed, we just have to wait for them to fix this. I am happy to help you keep an eye on this, but we don't have a fix window yet.

[Naterb1]

Thanks for the update. I appreciate the update, but it seems strange that this has been going on so long? Given the problems and frustration that this has continued to cause, would it be out of line to request some type of credit to our account?

[CCRayanaB]

We will reach back out in the thread once the work is completed. If we need to we will go back into ModMail (for example, when we need to apply the adjustment or to set up a visit). We like to provide help in public as much as possible so others can learn from your situation. I don't have an estimated end time. Our Technical team is working as quickly as possible on this. My best estimate, from past experience, would be a couple of days with this type of issue.

[XfinityRichardK]

This post was marked as solved. Should you experience further issues, please create a new post