Packet Loss, Jitter & Latency Issues

Thank you @user_2cp4m1 for taking the time to share those details with us here on our Xfinity Community forums.

I can certainly understand how frustrating it would be to experience packet loss, latency, and jitter issues, especially after recent maintenance work and a service upgrade. It sounds like you've already invested a lot of time troubleshooting, including replacing equipment and having a technician out, so I appreciate you outlining everything you've tried so far.

To help narrow down the cause, can you let us know when you're noticing the issues most frequently? Are they occurring throughout the day, or primarily during the noon and 5 PM to 8 PM timeframe you mentioned? Also, are you seeing the same behavior on both Wi-Fi and devices connected directly via Ethernet, or does it seem limited to one type of connection?

Have you also had a chance to run a Whole Home Test through the Xfinity app? That can sometimes provide additional insight into how the gateway and connected devices are performing if you happen to be using our modem.

If you'd like us to take a closer look at the account and the connection history, please send us a Direct Message* with your full name and complete service address. We'd be happy to dig into this further and see what additional information we can uncover.

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(*Note: Never send a direct message to us unless requested by us.)

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7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

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