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user_s5e04d
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Saturday, July 18th, 2026 2:11 AM

Extremely high latency after outage

We have extremely high latency after an outage yesterday. Download has an ms of 150 upload has Ms of over 500

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11 days ago

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XfinityRay

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11 days ago

Good evening, @user_s5e04d! I am sorry to hear your service has been slow since the area interruption. We are glad you reached out so we can get to the bottom of this! 

 

We recommend resetting your equipment if you haven't already. 

This handy link from our Knowledge Base here on the Xfinity Forums goes over troubleshooting steps such as checking signal levels and running a traceroute, https://forums.xfinity.com/conversations/internet/answered-how-to-troubleshoot-your-xfinity-internet-and-wifi-connection/602da485c5375f08cd8035b7.

The Xfinity app is also great as you can send signals and check for any further area concerns. Sometimes an area signal issue can pop back up as everyone gets back online that has to be adjusted. 

 

What troubleshooting steps have you tried?

Are you noticing this on all your devices or a specific device?

Are you noticing this when surfing, gaming, streaming, or maybe all of the above? 

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user_s5e04d

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6 Messages

Unplugged modem for over a minute about 59 times. Ran bufferbloat test that fail every single time for all streaming options. Tightened coax cables. This is a Comcast issue not a customer side issue. Before the outage the line had insane jitter and bufferbloat was still some what high but not nearly as high as it currently is.

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11 days ago

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user_s5e04d

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6 Messages

Constant packet loss as well before and after 

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11 days ago

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user_s5e04d

Visitor

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Brand new modem because the large outage last month fired the old modem... Yes Comcast approved. 

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11 days ago

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XfinityDena

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Have you used the app to troubleshoot @user_s5e04d? If yes did it suggest a technician? During a technician visit, Comcast reviews the network and connections providing service to your home to help ensure the home has the proper repairs needed to help resolve any and all issues. If maintenance is needed for repair to a node or local equipment is needed a technician would submit the necessary work orders. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 days ago

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user_s5e04d

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Yeah trouble shoot options are garbage, completely worthless infact. I don't need a tech I need Comcast to provision their lines better. Waiting on fiber at this point... I will be contacting metronet on Monday. 

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11 days ago

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