High Latency and Jitters (Richmond VA Area)

Hello,

Ever since I signed up for services about two years ago I have had intermittent, but consistent, high latency and jitters, random connection loss, and occasional packet loss. This will happen every day, with variance to the severity and duration. It could be for 20 minutes, 5 hours, in the morning or nights, etc. There is no way I can narrow it down. I have spoken with technical support, had multiple technicians come to my house, and reached to 'level 2' technical support with no solution. If Xfinity did not have a fiber monopoly in this area I would be out immediately - but here we are.

What I have done:

- Modem restart, hard reset & power cycle

- Changed modems 3 times through Xfinity

- Changed devices (occurs on Xbox, laptop, desktop and phone)

- Switched between Wifi & ethernet

- Switched between the three coax outlets in my house

- Swapped & removed splitters, changed coax cords

Upon reaching out to technical support, they are entirely unhelpful. They just do not have the knowledge base to comprehend the problem. They run speed tests and tell my everything is great! Speeds are good! You have no problems! They refuse to send the ticket further up the line to someone who can understand the issue. I have given up on reaching out to them as I do not have 1 hour every time I reach out to ask me if my router is standing up straight.

Technicians who have visited the house (3) have all confirmed they see no issues, likely as this is intermittent. They have even confirmed there are no issues with the cables leading into my house and the connection points from within. The last technician did suggest I run trace routes when the issue occurs and forward to tech support who can help. However, tech support does not understand this. So hopefully I can get help here.

This is an example of some trace routes I ran last night:

Tracing route to google.com [2607:f8b0:4002:c05::8a]
over a maximum of 30 hops:

  1    48 ms    15 ms     *     2601:5cc:4381:1eb0:420f:c1ff:feff:7dc7
  2    68 ms    39 ms   170 ms  2001:558:103a:3d1e::3
  3   184 ms    37 ms    26 ms  po-51-rur402.staplesmllrd.va.richmond.comcast.net [2001:558:182:12b::1]
  4    54 ms    42 ms    38 ms  po-2-rur401.staplesmllrd.va.richmond.comcast.net [2001:558:180:3c0::1]
  5     *       35 ms    28 ms  po-400-xar01.staplesmllrd.va.richmond.comcast.net [2001:558:180:3be::1]
  6     *      206 ms    38 ms  2001:558:180:2c1::1
  7    22 ms    31 ms     *     be-31542-cs04.beaumeade.va.ibone.comcast.net [2001:558:3:2a3::1]
  8    40 ms     *        *     be-3412-pe12.ashburn.va.ibone.comcast.net [2001:558:3:9f::2]
  9    35 ms    26 ms    64 ms  2001:559::962
 10   154 ms    69 ms     *     2607:f8b0:8041::1
 11     *       61 ms   136 ms  2001:4860:0:1::5eb8
 12   224 ms    86 ms     *     2001:4860:0:1::95c0
 13    90 ms     *      153 ms  2001:4860::c:4000:d387
 14   195 ms    18 ms    48 ms  2001:4860::c:4002:a55c
 15    26 ms    35 ms    30 ms  2001:4860::c:4002:cc58
 16    40 ms    33 ms    38 ms  2001:4860::c:4002:faa1
 17    43 ms    34 ms    35 ms  2001:4860::cc:4002:d5
 18  ^C

4/22/2025 @ 11:52 PM

Tracing route to microsoft.com [2603:1010:3:3::5b]
over a maximum of 30 hops:

  1   102 ms    29 ms     *     2601:5cc:4381:1eb0:420f:c1ff:feff:7dc7
  2    68 ms     *        *     2001:558:103a:3d1e::3
  3    93 ms    24 ms     *     po-51-rur402.staplesmllrd.va.richmond.comcast.net [2001:558:182:12b::1]
  4   199 ms    41 ms    25 ms  po-2-rur401.staplesmllrd.va.richmond.comcast.net [2001:558:180:3c0::1]
  5   198 ms    37 ms     *     po-400-xar01.staplesmllrd.va.richmond.comcast.net [2001:558:180:3be::1]
  6     *       50 ms    35 ms  2001:558:180:2c1::1
  7    19 ms    32 ms    27 ms  be-31522-cs02.beaumeade.va.ibone.comcast.net [2001:558:3:2a1::1]
  8    60 ms     *        *     be-3213-pe13.ashburn.va.ibone.comcast.net [2001:558:3:435::2]
  9    31 ms    75 ms    39 ms  2001:559::85e
 10     *      225 ms    43 ms  2a01:111:2000:2:8000::1b31
 11   227 ms   230 ms     *     2603:1060:0:12::f451
 12   233 ms     *      210 ms  be5.ibr01.orf70.ntwk.msn.net [2603:1060:0:10::f211]
 13     *        *        *     Request timed out.
 14   240 ms     *      225 ms  2603:1060:0:10::f449
 15   273 ms   314 ms     *     2603:1060:0:10::f15e
 16   367 ms   224 ms   225 ms  2603:1060:0:10::f4d9
 17     *      291 ms     *     2a01:111:201:f200::f99
 18     *     ^C

4/23/2025 @ 12:02 AM

Tracing route to google.com [2607:f8b0:4004:c19::71]
over a maximum of 30 hops:

  1     *       17 ms    10 ms  2601:5cc:4381:1eb0:420f:c1ff:feff:7dc7
  2     *        *       77 ms  2001:558:103a:3d1e::3
  3   164 ms    60 ms   257 ms  po-51-rur402.staplesmllrd.va.richmond.comcast.net [2001:558:182:12b::1]
  4    52 ms   133 ms    67 ms  po-2-rur401.staplesmllrd.va.richmond.comcast.net [2001:558:180:3c0::1]
  5    80 ms    53 ms   128 ms  po-400-xar01.staplesmllrd.va.richmond.comcast.net [2001:558:180:3be::1]
  6    32 ms    86 ms    43 ms  2001:558:180:2c1::1
  7     *        *       46 ms  be-31512-cs01.beaumeade.va.ibone.comcast.net [2001:558:3:2a0::1]
  8    79 ms   241 ms   112 ms  be-3112-pe12.ashburn.va.ibone.comcast.net [2001:558:3:9c::2]
  9     *       43 ms     *     2001:559::72e
 10    28 ms    59 ms     *     2607:f8b0:8033::1
 11    49 ms  ^C

As you can see, these are terrible results. I tried running the diagnostic tool through the xfinity app which told me everything is great! Speeds are 110% of plan speed!

I will note last night, hop three @ po-51-rur402.staplesmllrd.va.richmond.comcast.net [2001:558:182:12b::1] was unusual. Typically I get routed through @ po-302-1216-rur02.south.va.richmond.comcast.net [2001:558:232:124::1], but the issue is the same there.

This is my last shot at potentially garnering attention by someone who can address this. Would love to provide more information if necessary.

Thanks.