Visitor
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5 Messages
Packet Loss, Jitter & Latency Issues
We are in a part of Baltimore County that just had Xfinity infrastructure installed. We jumped at the chance to get high-speed internet installed in our home and signed up for 1G service for 5 years. It's brand new provisioned EPON. It's proved to be terribly unreliable. We work from home and can barely conduct Teams or Zoom meetings, streaming is no better than when we were on TMobile home internet.
I've hired IT professionals to come out and diagnose the issue. I've run my own tests. Our install tech worked with us for weeks and no one at Xfinity wants to help or acknowledge the issue.
We’ve isolated intermittent packet loss and jitter to an upstream Comcast routing hop. Direct testing at the gateway is clean locally, but TCP-based path testing shows intermittent latency variation and micro-loss affecting real-time UDP applications like Zoom. Teams tolerates it better due to buffering, but Zoom is exposing the instability. We need escalation to network engineering to evaluate routing stability, jitter, and edge node behavior.
XfinityCliff
Official Employee
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453 Messages
10 days ago
Hello @mscott3leaf, and thanks for sharing your experience and concerns here on our Xfinity Community forums!
I can certainly understand your frustration, especially after investing in newly available service, working with technicians, and even bringing in IT professionals to help identify the issue.
Given the troubleshooting that's already been performed, we'd like to better understand your network environment so that we can get a clearer picture of how everything is connected.
Can you share a few additional details about your setup?
- Are you using the Xfinity Gateway as your primary router, or is it configured in Bridge Mode with a separate router connected?
- If you're using a secondary router, what is the make and model?
- What types/brands of devices are you using for teams/zoom?
- Are the devices experiencing the packet loss, jitter, and latency issues connected via Ethernet or Wi-Fi or both?
- If using Wi-Fi, which band are they connected to (2.4 GHz, 5 GHz, or 6 GHz)?
- Were your tests performed on a hardline connection to the modem?
- Are these issues occurring on a single device or across multiple devices on the network?
This information will help us better understand the environment and the troubleshooting steps already performed.
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EG
Expert
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119.6K Messages
9 days ago
@mscott3leaf @XfinityJanelle @XfinityTommy
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
(edited)
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