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#4118 - 08/02/25 03:29 PM Xfinity trouble shooting
MadMax426 Registered: 08/02/25 Posts: 1	I'm having issues with what I believe is packet loss and lag. I'm attaching shared pingplotter data. On hop 2, it has an IP of 10.27.157.50. I have an eero6 router and an Arris S33 modem. At first, I thought that my modem was hop 2; however, from what I'm reading, that is not the case. Xfinity has not been any help. https://share.pingplotter.com/5m3savig4uU.png Edited by MadMax426 (08/03/25 05:32 PM)
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#4119 - 08/04/25 07:59 PM Re: Xfinity trouble shooting [Re: MadMax426]
TJM Registered: 04/20/20 Posts: 64	Looking at your PingPlotter results I agree that the latency/packet loss you recorded would cause issues, especially when trying to play an online game. Assuming hop #2 isn't your modem (based on the IP I wouldn't think it is) I suggest checking out our article on "Building a Case". Theres some good tips for helping you effectively communicate with your ISP to try and reach a resolution faster: https://www.pingplotter.com/fix-your-network/build-a-case/ Best of luck!
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