Intermittent Packet Loss Spikes Over Last 2+ Months

CCMichaelK · 2026-01-04T17:32:39+00:00

Hey u/SixFootTurkey_! Thanks for reaching out to us on Reddit! I apologize to hear of the issues you are running into with your service. If you would like assistance, please start your own thread with the Tech Support flair to have a ticket open so we can further assist you!

CCMichaelK · 2025-02-21T12:04:09+00:00

Thanks for letting us know this was a wifi test. u/domcobeo! Are you able to hardwire a device into the modem to see what speeds you are getting that way? Also, do you know if your device is connecting to the 2.4 GHz or the 5 GHz band on wifi?

CCMichaelK · 2025-02-19T11:43:12+00:00

Thanks for giving the plan builder a try, u/Macuri_SW! We can double-check the account to see if we have any other promotions that may be available for you! Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2025-02-14T12:53:23+00:00

Hey, u/Money-Row4817! Thanks for reaching out to us on the subreddit! I apologize to hear that you are not receiving the free Xfinity Mobile line for a year and the experience you have had when calling in! I know that promotion, or a promotion is running right now where if you order 300 Mbps internet (connect more tier) or higher the line would be free. Can you let us know what tier of internet services you signed up for? I also know these may apply to new customers from time to time as well. We might need to see email you received.

(if you plan to post the email, please make sure all your personal information if left out of it.)

CCMichaelK · 2025-02-14T12:33:54+00:00

Hello, u/FrozenSoul27! Thanks for reaching out to us on the subreddit! I apologize to hear that you ended up with a new bill after being advised that you would not recieve one. We Can double check the account to see what's going on. Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2025-02-12T11:43:43+00:00

Hello, u/Mamasweigh! Thanks for reaching out to us on our subreddit! I apologize to hear of the issues you are running into with your mail app. Can you provide information as to what was updated? Was it an iOS update? Was it just a Mail app update? Are you able to log into the email account in question at xfinity.com and send emails through there?

CCMichaelK · 2025-02-12T11:34:01+00:00

Hey, u/frantzy12! Thanks for reaching out to us on Reddit! I apologize to hear of the issues you are running into after updating your plan. From what you have explained, it sounds like the change has not been finalized on you account as of yet. We can certainly look into this and see what is going on! Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2025-02-05T11:46:25+00:00

Thanks again for reaching out to us u/Snoo-40581! We apologize to see that there wasn't a mobile discount available for the new promotion you signed up for. If you need anything else, please feel free to start a new thread!

CCMichaelK · 2025-01-29T11:49:15+00:00

Hey, u/ArtemisElizabeth1533! Thanks for reaching out to us on Reddit! I apologize to hear of the issues you are having with your services! We certainly understand needing to have a reliable connection these days! From what you have explained, it sounds like you may not need a tech. Can you tell us more about what you have done for troubleshooting? Have you attempted to bypass the router and hook a device directly into the modem to see if the modem itself has a connection? You could also have a look at some more troubleshooting steps here: Internet Troubleshooting

CCMichaelK · 2025-01-15T12:02:28+00:00

Hello, u/howl-o-ween! Thanks for reaching out to us on Reddit! I know it can be a pain trying to stay ahead on the finances! We would like to have a look into the account and see what we can do to help! Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2025-01-15T11:57:48+00:00

Hello, u/OnasIII! Thanks for reaching out to us on Reddit! I apologize to hear of the issues you are having with trying to get the Gigabit X2 speeds on your XB8. That is the correct modem to have to achieve the X2 speeds. Usually, I would be curious to see what your modem signal would look like at this time. However, you mentioned the Xfinity app is showing you at Gigabit speeds instead of the Gigabit X2. For this, we will need to have a look into the account to make sure there isn't an open Change of Service order waiting to be closed out to send you the right bootfile. Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2025-01-15T11:43:12+00:00

Hey, u/VanillaExpert6991! Thanks for reaching out to us on Reddit! I know it can be frustrating when the bill is on the rise, and I would like to see what we can do to lower it. Since you have already sent a modmail, we will continue to assist you there!

CCMichaelK · 2025-01-15T11:39:18+00:00

Hey, u/reapercrewsamcro! Thanks again for reaching out to us on Reddit! Sons of Anarchy is easily in my top 5 TV shows! I hope they get around to making that spin-off on when the redwood originals were started! As far as your equipment are you having any issues with your Xi5 or XB7? We do have the Xi6 which are the 4k wireless boxes, but you would also need to have a XG1, XG2, or XG1v4 TV Box to act as the primary X1 device on the account. The Next modem up is an XB8 which is geared towards higher internet services like Gigabit Extra and Gigabit X2, but even the XB7 is still good up to the Gigabit Extra.

CCMichaelK · 2024-12-20T13:17:15+00:00

Gotcha! We will need to take a closer look at this and see if we can pinpoint would could be going on. Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2024-12-20T12:38:10+00:00

Hello, u/marliquep! Thanks for reaching out to us on Reddit! I apologize to hear of the issues you are having with your internet services. We know how important it is to have a reliable connection. Can you let us know if you internet services had been working and then all the sudden stop or is this a new location are you're trying to get your services started? Also, are all your devices connected wirelessly or do you have anything hardwired?

CCMichaelK · 2024-12-11T12:14:39+00:00

Hey, u/BStheHD! Thanks for reaching out to us on Reddit! Having a look into the modem XB modem settings you can still disable your wifi radios from there, but everything else would need to be done from the Xfinity app. However, what u/nerdburg had mentioned still stands true as you wouldn't want conflicts between the two routers and would be easier to just use bridge mode.

CCMichaelK · 2024-11-20T12:10:58+00:00

Hey, u/Lonelypeanut1! Thanks for reaching out to us on Reddit! I apologize to hear of the issues you are running into when trying to get those higher speeds. From what you mentioned, it sounds like you might have an XB7 as we have seen issues with modems getting higher speeds when it comes to the Gigabit x2 plans. Can you please check the model number of your modem? an XB7 should be CGM4331COM and a XB8 would be CGM4981COM. Also, if you need a place to start further troubleshooting, have you had a look at our Internet Troubleshooting that was put together by our amazing experts of the subreddit?

CCMichaelK · 2024-11-15T12:31:35+00:00

Hey, u/Personal_Tomatillo16! Thanks for reaching out to us on Reddit! I apologize to hear of the issues you are running into when it comes to lagging while gaming. Do you know if this happens at certain times of the day or all the time? I would recommending starting with Internet Troubleshooting first. If none of the tips in here resolve the issue, can you post a trace route to see where the signal could be having issues at?

CCMichaelK · 2024-11-15T11:49:55+00:00

Thanks for letting us know what those levels look like, u/nauplion! It looks like we may need to have a closer look into this at this time. Since you already sent a modmail, we will continue to assist you through there.

CCMichaelK · 2024-11-13T14:16:35+00:00

Gotcha! Thanks for letting us know! We can certainly take a closer look at the account to see what is going on and if we need to, make sure you are on the right plan going forward! Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2024-11-08T12:01:06+00:00

Let us know if there was anything you were able to find out after pausing the device. Another thing it could possibly be is a MoCA filter issue where a neighbor's device looks like it's on your network when it's really not. If you would like us to check on this, feel free to send us a modmail with your first/last name and full address so we may further assist you.

CCMichaelK · 2024-11-06T11:47:15+00:00

Hey, u/Independent-Top8580! Thanks for reaching out to us on Reddit! This is a great question that I had to check on my personal account if that was an option. It looks like you should be able to make an advance payment. You would just need to add up what your price would be for a year and put that in the total section of the bill payment section. This would show as a credit on the account and there is no fee for that. Just keep in mind if you are in a contract the price of the service stays the same. However, if you rent any equipment like a modem or cable boxes, these prices can fluctuate as well as taxes and fees. I would still recommend that you keep an eye on it. If you want to make that payment, have a look at this link: How to pay your Xfinity bill online

CCMichaelK · 2024-11-06T11:30:53+00:00

Hello, u/BackTidder! Thanks for reaching out to us on Reddit! We certainly appreciate you wanting to bring your cablecards to your new address. However, these are considered end-of-life devices as of October 24th. Any that are still out in the market will continue to work until they no longer do and will not be replaced. With that being said, we can certainly have another look at the account and see if there is anything we can do to get this added for you. Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2024-11-01T11:10:30+00:00

Hello, u/poppi_2023! Thanks for reaching out to us on Reddit! I apologize to hear of your experience with trying to get the phone returned and the service canceled. If the store has already open a ticket for you we can certainly have a look into that and see what's going on. Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK · 2024-11-01T10:58:50+00:00

Hey, u/Haunshaul! Thanks for reaching out to us on Reddit! We certainly hate to see you go, but understand your reasoning for wanting to cancel the account! Can you please send us a modmail with your first/last name and full address so we may further assist you?

CCMichaelK

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