Jitter problems

For about the last month, I've had a consistent jitter and packet loss. Most of the time doubling my average latency and losing about 2% of packets.

Different servers, different services, but the same problem. All automated troubleshooting from xfinity came back with "healthy connection" and I'm connected directly to the xfinity modem by ethernet cable. Solid 1ms ping to the gateway so I'm led to believe it's outside my network.

Any help would be greatly appreciated!

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XfinityEva

Official Employee

•

2.3K Messages

9 days ago

Hi @user_3e831o! Thank you for taking the time to reach out. This hereis a great starting point to help check additional steps in your troubleshooting. If you are still experiencing issues please let us know.

user_3e831o

Visitor

•

3 Messages

Thank you for your response! I have a Cisco XB3 modem and using the supplied user/password combination does not work. I tried factory reseting the modem and still they did not work. So, I'm unable to provide the signal levels.

I ran the ping and traceroute tests and here are the results:

Tracing route to e7010.dscg.akamaiedge.net [2600:1407:7400:1e85::1b62]
over a maximum of 30 hops:

  1     2 ms     2 ms     2 ms  
  2    15 ms    24 ms    34 ms  
  3    12 ms    20 ms    15 ms  
  4    21 ms    32 ms    12 ms  
  5    18 ms    38 ms    20 ms  
  6    31 ms     *        *     be-502-arsc1.elmhurst.il.chicago.comcast.net [2001:558:300:2130::1]
  7    18 ms    20 ms    18 ms  2001:559:7000::4aa
  8    45 ms    21 ms    18 ms  ae3.r02.stem01.ord03.fab.netarch.akamai.com [2600:1407:7c00:403::1]
  9    40 ms    42 ms    36 ms  ae1.r02.spine02.ord03.fab.netarch.akamai.com [2600:1407:7c00:b01::]
 10    27 ms    46 ms    20 ms  ae2.r02.leaf02.ord03.fab.netarch.akamai.com [2600:1407:7c00:b03::1]
 11    28 ms    72 ms    28 ms  ae2.r30.tor02.ord03.fab.netarch.akamai.com [2600:1407:7c00:3d1f::1]
 12    19 ms    18 ms    17 ms  g2600-1407-7400-1e85-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1407:7400:1e85::1b62]

Trace complete.

tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [2600:1407:7400:1e85::1b62]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  
  2    24 ms    14 ms    15 ms  
  3    16 ms    21 ms    14 ms  
  4    23 ms    13 ms    12 ms  
  5    20 ms    21 ms    25 ms  
  6    20 ms     *        *     be-502-arsc1.elmhurst.il.chicago.comcast.net [2001:558:300:2130::1]
  7    49 ms    30 ms    51 ms  2001:559:7000::4aa
  8    42 ms   251 ms    26 ms  ae3.r02.stem01.ord03.fab.netarch.akamai.com [2600:1407:7c00:403::1]
  9    28 ms    19 ms    20 ms  ae1.r02.spine02.ord03.fab.netarch.akamai.com [2600:1407:7c00:b01::]
 10    29 ms    20 ms    22 ms  ae2.r02.leaf02.ord03.fab.netarch.akamai.com [2600:1407:7c00:b03::1]
 11    19 ms    20 ms    28 ms  ae2.r30.tor02.ord03.fab.netarch.akamai.com [2600:1407:7c00:3d1f::1]
 12    20 ms    19 ms    17 ms  g2600-1407-7400-1e85-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1407:7400:1e85::1b62]

Trace complete.

Tracing route to e7010.dscg.akamaiedge.net [2600:1407:7400:1e85::1b62]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  
  2    22 ms    25 ms    13 ms  
  3    15 ms    13 ms    12 ms  
  4    14 ms    23 ms    14 ms  
  5    18 ms    27 ms    18 ms  
  6     *        *        *     Request timed out.
  7    30 ms    30 ms    21 ms  2001:559:7000::4aa
  8    18 ms    20 ms    28 ms  ae3.r02.stem01.ord03.fab.netarch.akamai.com [2600:1407:7c00:403::1]
  9    19 ms    19 ms    20 ms  ae1.r02.spine02.ord03.fab.netarch.akamai.com [2600:1407:7c00:b01::]
 10    77 ms    52 ms    33 ms  ae2.r02.leaf02.ord03.fab.netarch.akamai.com [2600:1407:7c00:b03::1]
 11    19 ms    22 ms    28 ms  ae2.r30.tor02.ord03.fab.netarch.akamai.com [2600:1407:7c00:3d1f::1]
 12    18 ms    26 ms    26 ms  g2600-1407-7400-1e85-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1407:7400:1e85::1b62]

Trace complete.

Pinging e7010.dscg.akamaiedge.net [2600:1407:7400:1e88::1b62] with 32 bytes of data:
Reply from 2600:1407:7400:1e88::1b62: time=35ms
Reply from 2600:1407:7400:1e88::1b62: time=75ms
Reply from 2600:1407:7400:1e88::1b62: time=130ms
Reply from 2600:1407:7400:1e88::1b62: time=21ms
Reply from 2600:1407:7400:1e88::1b62: time=22ms
Reply from 2600:1407:7400:1e88::1b62: time=37ms
Reply from 2600:1407:7400:1e88::1b62: time=20ms
Reply from 2600:1407:7400:1e88::1b62: time=22ms
Reply from 2600:1407:7400:1e88::1b62: time=52ms
Reply from 2600:1407:7400:1e88::1b62: time=77ms
Reply from 2600:1407:7400:1e88::1b62: time=35ms
Reply from 2600:1407:7400:1e88::1b62: time=22ms
Reply from 2600:1407:7400:1e88::1b62: time=36ms
Reply from 2600:1407:7400:1e88::1b62: time=30ms
Reply from 2600:1407:7400:1e88::1b62: time=21ms
Reply from 2600:1407:7400:1e88::1b62: time=139ms
Reply from 2600:1407:7400:1e88::1b62: time=111ms
Reply from 2600:1407:7400:1e88::1b62: time=28ms
Reply from 2600:1407:7400:1e88::1b62: time=35ms
Reply from 2600:1407:7400:1e88::1b62: time=32ms
Reply from 2600:1407:7400:1e88::1b62: time=34ms
Reply from 2600:1407:7400:1e88::1b62: time=32ms
Reply from 2600:1407:7400:1e88::1b62: time=33ms
Reply from 2600:1407:7400:1e88::1b62: time=37ms

Ping statistics for 2600:1407:7400:1e88::1b62:
    Packets: Sent = 24, Received = 24, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 20ms, Maximum = 139ms, Average = 46ms

Pinging e7010.dscg.akamaiedge.net [2600:1407:7400:1e85::1b62] with 32 bytes of data:
Reply from 2600:1407:7400:1e85::1b62: time=27ms
Reply from 2600:1407:7400:1e85::1b62: time=20ms
Reply from 2600:1407:7400:1e85::1b62: time=68ms
Reply from 2600:1407:7400:1e85::1b62: time=17ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=27ms
Reply from 2600:1407:7400:1e85::1b62: time=27ms
Reply from 2600:1407:7400:1e85::1b62: time=27ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=25ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=36ms
Reply from 2600:1407:7400:1e85::1b62: time=20ms
Reply from 2600:1407:7400:1e85::1b62: time=59ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=24ms
Reply from 2600:1407:7400:1e85::1b62: time=27ms
Reply from 2600:1407:7400:1e85::1b62: time=37ms
Reply from 2600:1407:7400:1e85::1b62: time=69ms
Reply from 2600:1407:7400:1e85::1b62: time=20ms
Reply from 2600:1407:7400:1e85::1b62: time=65ms
Reply from 2600:1407:7400:1e85::1b62: time=26ms
Reply from 2600:1407:7400:1e85::1b62: time=57ms
Reply from 2600:1407:7400:1e85::1b62: time=49ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=88ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=17ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=52ms
Reply from 2600:1407:7400:1e85::1b62: time=30ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=38ms
Reply from 2600:1407:7400:1e85::1b62: time=27ms
Reply from 2600:1407:7400:1e85::1b62: time=38ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=27ms
Reply from 2600:1407:7400:1e85::1b62: time=21ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=36ms
Reply from 2600:1407:7400:1e85::1b62: time=41ms
Reply from 2600:1407:7400:1e85::1b62: time=31ms
Reply from 2600:1407:7400:1e85::1b62: time=52ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=26ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=43ms
Reply from 2600:1407:7400:1e85::1b62: time=26ms
Reply from 2600:1407:7400:1e85::1b62: time=38ms
Reply from 2600:1407:7400:1e85::1b62: time=30ms
Reply from 2600:1407:7400:1e85::1b62: time=40ms
Reply from 2600:1407:7400:1e85::1b62: time=20ms
Reply from 2600:1407:7400:1e85::1b62: time=63ms
Reply from 2600:1407:7400:1e85::1b62: time=29ms
Reply from 2600:1407:7400:1e85::1b62: time=25ms
Reply from 2600:1407:7400:1e85::1b62: time=20ms
Reply from 2600:1407:7400:1e85::1b62: time=47ms
Reply from 2600:1407:7400:1e85::1b62: time=29ms
Reply from 2600:1407:7400:1e85::1b62: time=17ms
Reply from 2600:1407:7400:1e85::1b62: time=46ms
Reply from 2600:1407:7400:1e85::1b62: time=63ms
Reply from 2600:1407:7400:1e85::1b62: time=36ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=22ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=19ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=22ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=18ms
Reply from 2600:1407:7400:1e85::1b62: time=63ms
Reply from 2600:1407:7400:1e85::1b62: time=28ms

Ping statistics for 2600:1407:7400:1e85::1b62:
    Packets: Sent = 76, Received = 76, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 17ms, Maximum = 88ms, Average = 31ms

As you can see I'm having some erratic response times to www.comcast.net

(edited)

9 days ago

XfinityJeffB

Official Employee

•

210 Messages

Thank you for the information Chase. We will need to get into your account to start a deeper trouble shoot and/or send a tech to run a check on your area. Not necessarily your home network, but the immediate area/node.

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

9 days ago

user_3e831o

Visitor

•

3 Messages

Anything I can do to expedite this process? If you need any information please let me know!

8 days ago

Your Home Network

user_3e831o

Jitter problems

XfinityEva

user_3e831o

XfinityJeffB

user_3e831o

New to the Community?