Persistent Packet Loss at ibone.comcast.net + Telia Transit congestion: nightly gaming lag, Boulder 80303. Request Engineering Escalation

I am experiencing persistent nightly packet loss and latency spikes when gaming, specifically between 10pm-1am. I have documented this with PingPlotter (screenshots attached) and identified two distinct issues:
Issue 1 -- Xfinity backbone packet loss (your network, your fix): Issues are consistently worse during evening peak hours (approximately 6pm-11pm), which strongly suggests node oversubscription. Friends on fiber experience zero issues in the same gaming sessions simultaneously.
Hops 7-8 in my traces consistently show 4-12% packet loss at:

96.110.43.245 -- be-36021-cs02.1601milehigh.co.ibone.comcast.net

96.110.33.122 -- be-3311-pe11.910fifteenth.co.ibone.comcast.net

This packet loss appears even at 3am off-peak hours, meaning it is not purely congestion-related.

Issue 2 -- Telia transit congestion (routing decision you can change):
I believe my traffic exits Xfinity's backbone through Telia Carrier (62.115.x.x / twelve99.net) to reach game servers. A neighbor on Quantum Fiber experienced identical lag spikes at the same time as me on the same game server, while a third neighbor, also playing on the same game server, was unaffected. This confirms the congestion is at a shared upstream transit point, not ISP-specific infrastructure.
Xfinity has the ability to reroute gaming traffic away from the congested Telia transit path. I am requesting:

1. Engineering investigation of packet loss at the 1601 Mile High and 910 Fifteenth Street Denver PoPs

2. Review of Telia transit routing for gaming traffic out of Boulder 80303

Tier 2 / Network Engineering escalation -- not a modem reboot

PingPlotter data:

Extra/Old Screenshots:

Responses

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XfinityKei

Official Employee

•

2.3K Messages

1 month ago

@user_6kyrgh Thanks for making this post for us. Our team is here to help and resolve your concerns. I’m sorry to hear of the signal issues you're having while gaming. I have some questions, so we can get to the root of everything

When did all of this start?

Are you using a PC or a console?

Just to confirm this is only happening while you're gaming and nothing else correct?

Can you tell us more on your setup? Are you using Wi-Fi only?

Do you have any separate routers, Wi-Fi extenders, splitters etc set up?

user_6kyrgh

Visitor

•

2 Messages

Hi XfinityKei, sorry for the late reply, didn't expect such a fast response.

I'm on PC wired via ethernet, no wifi extenders or splitters, just the Xfinity gateway. WiFi is fully disconnected on my machine. The only active interface is my ethernet adapter going straight to the gateway at 10.0.0.1.

The packet loss is happening constantly, not just while gaming. During evening hours roughly 7pm-2am it gets bad enough that I'm getting lag spikes mid-game, but PingPlotter shows the issue persists outside of those hours too. It's always originating upstream in Comcast's backbone, not at my gateway.

Here's a tracert to 8.8.8.8 I just ran: you can see hop 7 (1601milehigh) already showing dropped packets even in a short trace:

7 * 11 ms * be-36021-cs02.1601milehigh.co.ibone.comcast.net [96.110.43.245] 8 12 ms 11 ms 11 ms be-3311-pe11.910fifteenth.co.ibone.comcast.net [96.110.33.122]

And from a 30-minute PingPlotter window today, 2/25/2026 from 4:55-5:25 PM MST:

be-36021-cs02.1601milehigh.co.ibone.comcast.net -- 47.6% packet loss (tracing to dns.google.com), 62.2% packet loss (tracing to pingplotter.com)
be-3311-pe11.910fifteenth.co.ibone.comcast.net -- 11.8% packet loss

This is at 5 PM on a Wednesday, not during peak hours. I also found another Xfinity customer in Aurora CO reporting 1000-3000ms spikes from the same 1601milehigh node since April 2025:
https://forums.xfinity.com/conversations/your-home-network/massive-lag-spikes-between-811pm-aurora-co/68b91ac4a45b63166ecc461f

My home equipment is completely clean, this is clearly a degraded backbone node. Can this please be escalated to network engineering?

(edited)

1 month ago

XfinityJon

Official Employee

•

1.2K Messages

Good afternoon user_6kyrgh. We can certainly assist you further.

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

28 days ago

EG

Expert

•

116.9K Messages

28 days ago

@user_6kyrgh @XfinityJon

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.

Your Home Network

user_6kyrgh

Persistent Packet Loss at ibone.comcast.net + Telia Transit congestion: nightly gaming lag, Boulder 80303. Request Engineering Escalation

XfinityKei

user_6kyrgh

XfinityJon

EG

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