3 Messages
Multiple Ping Spikes and Packet Loss Per Hour
We have been facing a horrible packat loss and ping lag spikes for the last 2 weeks. Here's the time-table:
10/4: Sever packet loss occuring every 5-10 minutes lasting ~30 seconds. Online services would dissconnect, and any devices connected to the network would not load anything.
10/10: Technician arrived and switched the panel and a few connectors where the modem is wired to via coax cable. The problem persisted.
10/15: A different technician arrived and switched some connections in "the box outside". This gave us a very minor improvement. Instead of facing entire packet loss every time, our ping rate would significant spike - occuring every 2-6 minutes. When stable, our ping is ~22ms and getting 500+ upload which is great, but we've seen spikes as high as 700ms and occasional packet loss entirely. These interuptions only last about 3-5 seconds which is an improvement. However, it makes real-time online activites an extreme hassel. For online gaming, there is severe rubber-banding and latency issues when the spikes occur. With Zoom meetings it will interupt screensharing and incoming/outgoing video and audio feed. With live TV streaming there are constant interuptions.
10/18: The same tech from the 10th came back and tried everything he could think of, including swapping out our XB7-T modem with a new one; however, the problem would still persist. He called an Xfinity mantience memeber to inspect the wiring, and he claimed to have solved the issue but nothing has changed. The tech said that I should just be contempt with the ping spikes and interuptions, but we're paying over $50/mo, and I believe we should be getting what we are paying for and shouldnt be OK with sub-par service when it was working perfectly fine before. Below is an example of the spikes from a command I use through Command Prompt app. Any help would be appreciated!
Reply from 8.8.8.8: bytes=32 time=19ms TTL=56
Reply from 8.8.8.8: bytes=32 time=21ms TTL=56
Reply from 8.8.8.8: bytes=32 time=20ms TTL=56
Reply from 8.8.8.8: bytes=32 time=30ms TTL=56
Reply from 8.8.8.8: bytes=32 time=13ms TTL=56
Reply from 8.8.8.8: bytes=32 time=547ms TTL=56
Reply from 8.8.8.8: bytes=32 time=348ms TTL=56
(^^^This is where we would see severe interuptions with gaming/streaming/video calling)
Reply from 8.8.8.8: bytes=32 time=21ms TTL=56
Reply from 8.8.8.8: bytes=32 time=25ms TTL=56
user_idhm5w
1 Message
1 month ago
I’m having stability issues for a few weeks myself. Not sure what to do about it. Too much variation in MBPS and ping rates. Pay too much for this.
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Mikhail271
Visitor
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17 Messages
1 month ago
I've been experiencing latency spikes on my gateway as well (Xfinity XB8 model on gig speed plan) and recently this past week it's been giving very slow download and upload speeds. Made a separate post about it as well.
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user_dd7863
Visitor
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19 Messages
1 month ago
Pretty much same issue here in Miami, FL. I've been having some ping spikes but, mostly packet loss noticing up to 25% packet loss on discord. This has been happening for MONTHS now and already had 3 techs come out and basically not do much at all. I have another tech coming Wednesday, hopefully it will be better.
3
XfinityAlyssaA
Official Employee
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1.7K Messages
1 month ago
Good evening @Dylan.N, and thank you for reaching out to our dedicated Communities team here on our Forums, we appreciate it. I'm sorry to hear about the packet loss issues you have been experiencing and appreciate you providing that time table breakdown. As someone who relies on stable internet for work and school, I can imagine how frustrating this has been for you. Rest assured, our team is on your side and will do everything we can to make sure your connection issues get fixed. I see that you had technicians out on 10/10, 10/15 and 10/18. We'd be happy to review the tech notes further to help determine the best path to a resolution. If needed, we can reach out directly to our dedicated local tech ops team for further investigation.
To better assist, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?
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We look forward to working with you further!
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user_bsufu5
9 Messages
28 days ago
So I found a few things causing latency, when connected to my xb8 modem 2.5g lan to 2.5g lan on my pc, With gigabit extra 1300mbps i get latency during download spiking in the 300s and above, but when i connect to a 1gb lan on the xb8 to the 2.4gb on my pc and go into the adapters advanced settings and set the adapter to cap at 1gbps Full Duplex latency drops tremendously, it still spikes but only in the 80s to 100s. I believe the latest firmware on the xb8 is bugged, the modem was replaced 3 times, got brand new lines run from the tap to my house and straight from the incoming tap line goes direct to modem with no splitters and my 2 wifi cable boxes i have connected to my 5g gateway instead so only pc is currently on the xfinity network, fresh install of windows and drivers did not change a thing. I can use cfos-speed just for testing purposes and it does kill latency a bit but it still feels a bit on the choppy side during the day, overnight no issues at all. Between firmware, and outside hardware, i think for the price we pay for cable and internet, these things should be 99.9 - 100% properly functional. And im stuck in a comcast only developement smh.
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user_bsufu5
9 Messages
26 days ago
This is my xb8 status in bridged mode https://imgur.com/IKpW0Rj and this is my xb8 in normal operation with only 1 pc connected lan nothing on wifi https://imgur.com/61VFzZx
Expensive service with nothing but problems.
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