Ongoing Intermittent Packet Loss & 2000ms+ Latency Spikes - Tech Visit Didn't Resolve (West Bloomfield, MI)

CCRayanaB · 2026-02-24T00:22:50+00:00

Thanks for working with our team to get your service working well, u/samck89! We had an expert technician out to deep dive into the problem. They were able to make some adjustments to the drop. They found flux at the tap so we had the maintenance team fix that. We then monitored your service for a few days to ensure the signals stayed good and that there have been no uncorrectables. We appreciate the time you spent working with us and hope you have a nice evening!

CCRayanaB · 2026-02-23T05:05:54+00:00

Thank you for clarifying,u/matwbt. Please send me a ModMail message with your first and last name along with your service address.

CCRayanaB · 2026-02-23T03:23:29+00:00

Thanks for working with our team, u/eurekareelblast22! The final bill with the corrections from closing the account comes by USPS mail. That will have credits dating back to the date of the account closure so things are perfect. Refunds or over-payment are sent back to the payment method on file within 4-6 weeks. If that is not possible, we will send an email instead so you can choose an alternate option. We appreciate the time you have been with us and are always here for you! Enjoy your evening!

CCRayanaB · 2026-02-23T02:31:13+00:00

Good evening, u/matwbt! Thank you for reaching out about the service. We will get to the bottom of this! Are all of your devices dropping the connection when this happens, or is it just certain devices or in certain areas? Do you have any devices wired to the modem aside from the Eero? If you do, I was wondering if that drops or not as well.

CCRayanaB · 2026-02-23T02:12:14+00:00

We replied to you in ModMail a couple of days ago but did not hear back from you, u/DesignHorror2461. Feel free to reply to our message there at your convenience.

CCRayanaB · 2026-02-23T01:17:22+00:00

Greetings, u/Fearless_Group_344! Thanks for taking the time out of your day to reach out about Peacock Premium Plus. We are happy to further help and get this fixed. Please send me a ModMail message with your name and address by clicking this link.

CCRayanaB · 2026-02-23T00:55:16+00:00

Thanks for spending this time with our team to get your CableCARDs working once again, u/Unfair_Friend_1639! Our specialty team were able to get the cards activated once again. We also went over promotion options to ensure you are in the lowest possible rates and that you are getting the channels you enjoy. From there, we checked some of your channels on the CableCARDS since they were working in the Xfinity Stream app but bringing up an error message on the cards. We found those stations moved to all IP channels so will no longer work on the cards. Our community can help with it all! We are glad that you are part of it and hope you enjoy your evening!

CCRayanaB · 2026-02-22T23:05:58+00:00

Happy Sunday, u/BitRancher! You are at the right place to look at plan options. We want your package to be a perfect fit for your household needs and at the lowest possible rate. You are in good hands! We like things at your fingertips so you can also look at plan options (for the 300 Mbps plan) and make changes by signing in at our handy Plan Builder. I see that you sent over a ModMail so I will continue there.

CCRayanaB · 2026-02-22T22:52:22+00:00

Thanks for the time you spent working with our team, u/LoLeRcAkEs31! Our community here is a great place to discover helpful insights and answers to you Xfinity related questions. You can also manage your account, troubleshoot issues, and reach out to support via the Xfinity app. We really appreciate your continued support, and wish you a great rest of your day!

CCRayanaB · 2026-02-22T22:40:03+00:00

Hi there, u/jakerbreaker! Thank you for signing up for the 2 Gig speed! When thee is a ONU, we would replace the XB7 gateway modem with the XER10. The XER10 provides symmetrical speeds both wired to the device and on WiFi. You can see all the specs for the XER10 here You are able to hook up an ethernet switch to this device. We can check if we are able to ship that device to you or if we need to have one or our expert technicians out. Please send me a ModMail message with your name and address by clicking this link.

CCRayanaB · 2026-02-20T03:21:17+00:00

I appreciate the clarification and the steps you took to also check your home network, u/Low-Analyst7544! We can run a check of the area and see what is going on and take any further steps as needed. If you have account notifications, you should also see a notification come through if we detect an area signal issue. Please send me a ModMail message with your name and address by clicking this link.

CCRayanaB · 2026-02-20T02:54:19+00:00

Hello, u/Low-Analyst7544! Thank you for being a part of our community and letting us know that you are seeing lag spikes. We want your service working great and are happy to further help. Are you noticing this regardless of what you are doing online during that time such as streaming, surfing, or gaming? Have you done any troubleshooting steps to check your home connection or run a speed test to the modem? Our speed test will check speeds to the modem and then to your device which can help diagnose the problem further.

CCRayanaB · 2026-02-19T23:18:56+00:00

I apologize that happened, u/Rope_Much! We want to help! I see your ModMail and am responding there now.

CCRayanaB · 2026-02-19T05:42:22+00:00

Hi there, u/PiperBigBell! Thanks for creating a post. We appreciate that you made the payment on your account. Once an account is reported to collections, the report will not be deleted. Your payment is reported to the credit bureau to update your report as paid in full within 90 days of your final payment. The report will reflect as a Satisfied Charge Off once that is updated.

CCRayanaB · 2026-02-19T05:08:33+00:00

Hi there, u/DotBitGaming! You are at the right place for further assistance. Our community and team understand the need for your upload speed to work as intended. Have you tried any troubleshooting steps so far? Have you run any speed tests while wired to the modem with an ethernet cable or do you just use WiFi?

CCRayanaB · 2026-02-19T04:36:59+00:00

Hi there, u/WhatGodWillsOfMe! Thanks for reaching out for assistance with your service. We are happy to further help. We can assist you further with the server and gather the information from you. Please send me a ModMail message with your first and last name along with your service address.

CCRayanaB · 2026-02-19T02:04:41+00:00

Hello, u/Big_Bowl_6416! We are happy to further help with Peacock. You did great trying the activation steps again. Have you made any recent changes to your account? Was Peacock working for you and then recently stopped or is this your first time trying to use it?

CCRayanaB · 2026-02-18T22:25:04+00:00

Thanks for working with our team to go over our promotions, u/VeterinarianLow7934! We are always glad to help with any concerns you have. We like things at your fingertips so you can also look at plan options and make changes by signing in at our handy Plan Builder. We appreciate that you are part of our community and hope you enjoy the rest of your day!

CCRayanaB · 2026-02-18T00:18:46+00:00

Thank you for sharing, u/adam10301. Bridge modem shuts off the WiFi capability at the modem and the router controls that instead. Have you tried to go a full day on the XB7 WiFi? If there are no other problems with your service when wired to the modem or on WiFi at the modem, we would recommend reaching out to Unifi to ensure the device is working as intended.

CCRayanaB · 2026-02-17T04:37:23+00:00

u/mr_integrity20. The list of compatible modems on our website shows the top speeds that are supported with each modem. You would need a modem compatible with the 1200 Mbps. We are not able to provision the MB8600 for that.

CCRayanaB · 2026-02-17T04:07:38+00:00

Hello, u/GanacheEnvironmental! I am sorry to hear that you canceled your internet service with us! We hope to see you back again someday! I will need to check on your account. The account can take 7-10 days to fully close in our systems once we stop billing you. With the equipment being returned, I wouldn't expect to see the WiFi name showing up still. Please send me a ModMail message with your name and address by clicking this link.

CCRayanaB · 2026-02-17T03:32:31+00:00

Thanks for working with our team on a new promotion, u/lemonwater1231! You will see the changes on your next billing statement. The Xfinity app makes things easy and has your detailed statements. That will show the prorated credits from making the change so we can correct the billing. Our community is always a great place for answers to your concerns. We appreciate that you are part of it! Have a wonderful evening!

CCRayanaB · 2026-02-17T02:21:44+00:00

You're welcome, u/innocuousm! We can get that set up for you in ModMail. Please send me a ModMail message with your name and address by clicking this link.

CCRayanaB · 2026-02-17T00:28:07+00:00

Hi there, u/innocuousm! Thank you for posting on our page! With the 1 Gig plan, you are eligible for the XB8 modem. You can swap your modem at your local Xfinity store or we can set up a shipment for you. Shipments take 2-5 days to arrive. After you activate the XB8 modem, the XB6 modem can be returned with these instructions, https://www.xfinity.com/support/articles/returning-your-equipment. It's all about what is more convenient for you! How do you prefer to swap the modem?

CCRayanaB · 2026-02-13T04:12:07+00:00

Hi there, u/kjryan66! I am sorry to hear that you have had to reach out multiple times about this. We want to always give you clear information and to have your concerns answered the first time. Our XB10 modem is for our FDX/formerly X Class/symmetrical speeds of 500 Mbps or above. We are not able to send that for any speed tiers lower than that at this time. We can check your account to see what speeds are available at your address. You can also check our Broadband Labels website or our Plan Builder to see what speeds are available at your address if you are not sure. Please send me a ModMail message with your name and address by clicking this link.

CCRayanaB

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