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TheLadyDragonn
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Monday, May 18th, 2026 9:01 PM

Intermittent lag/high packet loss

I've been having intermittent high spikes of lag/packet loss (similar to this thread) that have been getting increasingly worse over the past ~1 month. It's getting to the point where it's happening every 20 min or so. It's most notable when gaming, especially WoW, where everything will be working fine, and then all the sudden everything will freeze for 3-15 seconds before it seems to fast forward to the current game state, as well as google meet calls having sudden spikes of disconnecting for a few seconds during the work day (PST). This happens on wi-fi (asus ROG rapture GT-AX11000, plugged into 2.5g), ethernet plugged into my router(2.5 + 1g ports), and ethernet plugged in directly to the Xfinity gateway in my apartment. (1g port). Xfinity assistant just wants to restart my gateway everytime I try to troubleshoot, which hasn't helped the issue. The only thing I can find is high packet loss spikes when the issue happens. Can anyone help me?


These images are from being directly plugged into the Xfinity gateway (1g port) during the lag spike when playing WoW. 

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10 days ago

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XfinityDilary

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11 days ago

 

TheLadyDragonn. I’m really sorry you’ve been dealing with this. I know how frustrating those lag spikes and packet loss can be, especially when they’re affecting both gaming and work calls. I also appreciate you taking the time to test across Wi‑Fi, your own router, and directly to the Xfinity gateway, that’s incredibly helpful. Since the issue is happening even when hardwired to the gateway, this points toward either the signal quality to the home, the gateway itself, or a potential issue on the local network. Let’s take a closer look so we can get this resolved. To move forward, I have some questions: 

 

What gateway model (XB6, XB7, or XB8) are you using? 

Is the gateway in bridge mode?

Can you share details of your signal levels (Downstream/Upstream, SNR, and any corrected/uncorrectable errors)? 

Is this happening consistently at certain times of day? 

 

 

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TheLadyDragonn

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  • XB8 i think (model CGM4981COM)

  • No. bridge mode is disabled. 

  • I think this is the SNR?

  • I do not see any error when looking at Troubleshooting / Logs / (System/event/firewall) logs 
  • Yes. I have regular google meets around 11 am-12 pm PST for work that get moments where audio will cut out and video turns off due to 'network connectivity' as well as other meetings in the afternoon. I typically game between 7-11 pm PST which is where i've been seeing the lags spikes the most as it's more intrusive. But i can't say if they are the same length or severity since it's different applications. Weekends are having the issue throughout the day, including early mornings (7-8 am). 

Ethernet (2.5 g personal router) Similar numbers when plugged into gateway. 

(edited)

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10 days ago

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XfinityDilary

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TheLadyDragonn Thanks for sharing those results. I know you mentioned using the Xfinity App to troubleshoot and reboot the modem. But have you tried to manually reboot it as well? Did you check the coaxial connection on both ends to make sure it's tight and there's no damage to it? 

 

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10 days ago

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TheLadyDragonn

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I did try restarting it by unplugging it as well. I purchased a new coaxial cable off amazon last weekend to check that and no change from the cable provided. Connection feels finger tight on both ends. Everything looked normal when installing the new cable so I don't think anything is damaged. 

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10 days ago

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XfinityJamesC

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Thank you for clarifying, @TheLadyDragonn. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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10 days ago

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