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user_gfn7xi
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Saturday, August 29th, 2026 12:02 AM

Horrible wifi connection, lots of packet loss, ping goes up and down a lot

I’m experiencing recurring packet loss and latency spikes every afternoon. This has been happening for years. Today I ran pathping to 8.8.8.8 and observed approximately 3% packet loss reaching Google, with packet loss appearing on Comcast network hops as well. Could Xfinity Support check whether there is an area/node/upstream issue or congestion in my area?

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XfinityVictor

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3 hours ago

 

user_gfn7xi Hello, I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service. To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue? 

 

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user_gfn7xi

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@XfinityVictor​ I’ve used an app called exitlag to see if it’s going to make my ping better, but I noticed it’s not just that simple, so I started to use ping plotter, and windows cmd(ping 8.8.8.8 -t, ping 192.168.1.1 -t) and found out it’s isp’s problem. This has been happening for years, and yesterday, I use the outage map from the website and see you guys are coming for a planned maintenance, I thought it’s going to be better but it didn’t, when I test my ping at 12pm today, everything seems fine, but when I test it again at 3pm it started to get worse. It cause me really hard to play online games, it’s really frustrating. By the way the download speed is fine, just the ping and packet loss.

HERE IS THE TEST FROM 12PM

Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           duoyuono [192.168.1.194]
                                0/ 100 =  0%   |
  1    3ms     0/ 100 =  0%     0/ 100 =  0%  192.168.1.1
                                0/ 100 =  0%   |
  2    4ms     0/ 100 =  0%     0/ 100 =  0%  10.0.0.1
                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  10.112.238.3
                                0/ 100 =  0%   |
  4   15ms     0/ 100 =  0%     0/ 100 =  0%  po-321-352-rur202.santaclara.ca.sfba.comcast.net [96.216.155.109]
                                0/ 100 =  0%   |
  5   15ms     0/ 100 =  0%     0/ 100 =  0%  po-200-xar02.santaclara.ca.sfba.comcast.net [68.85.154.117]
                                0/ 100 =  0%   |
  6   15ms     0/ 100 =  0%     0/ 100 =  0%  po-2-xar01.santaclara.ca.sfba.comcast.net [68.87.192.225]
                                0/ 100 =  0%   |
  7   17ms     0/ 100 =  0%     0/ 100 =  0%  96.108.99.249
                                0/ 100 =  0%   |
  8   16ms     0/ 100 =  0%     0/ 100 =  0%  50.145.121.186
                                0/ 100 =  0%   |
  9   16ms     0/ 100 =  0%     0/ 100 =  0%  142.251.70.37
                                0/ 100 =  0%   |
 10   16ms     0/ 100 =  0%     0/ 100 =  0%  142.251.65.137
                                0/ 100 =  0%   |
 11   16ms     0/ 100 =  0%     0/ 100 =  0%  dns.google [8.8.8.8]

HERE IS THE TEST FROM 3PM

Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           duoyuono [192.168.1.194]
                                0/ 100 =  0%   |
  1    3ms     0/ 100 =  0%     0/ 100 =  0%  192.168.1.1
                                0/ 100 =  0%   |
  2    5ms     0/ 100 =  0%     0/ 100 =  0%  10.0.0.1
                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  10.112.238.3
                                0/ 100 =  0%   |
  4   23ms     2/ 100 =  2%     2/ 100 =  2%  po-321-352-rur202.santaclara.ca.sfba.comcast.net [96.216.155.109]
                                0/ 100 =  0%   |
  5   23ms     1/ 100 =  1%     1/ 100 =  1%  po-200-xar02.santaclara.ca.sfba.comcast.net [68.85.154.117]
                                0/ 100 =  0%   |
  6   21ms     0/ 100 =  0%     0/ 100 =  0%  po-2-xar01.santaclara.ca.sfba.comcast.net [68.87.192.225]
                                1/ 100 =  1%   |
  7   25ms     3/ 100 =  3%     2/ 100 =  2%  96.108.99.249
                                0/ 100 =  0%   |
  8   24ms     3/ 100 =  3%     2/ 100 =  2%  50.145.121.186
                                0/ 100 =  0%   |
  9   24ms     2/ 100 =  2%     1/ 100 =  1%  142.251.70.37
                                0/ 100 =  0%   |
 10   22ms     1/ 100 =  1%     0/ 100 =  0%  142.251.65.137
                                2/ 100 =  2%   |
 11   23ms     3/ 100 =  3%     0/ 100 =  0%  dns.google [8.8.8.8]

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2 hours ago

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user_gfn7xi

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And the ping is really unstable.

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2 hours ago

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XfinityVictor

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2.4K Messages

 

user_gfn7xi Is the equipment connected to a splitter?

 

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 as Best Answer.tick

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2 hours ago

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user_gfn7xi

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@XfinityVictor​ no, its not connected to a splitter 

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2 hours ago

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XfinityVictor

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user_gfn7xi 

Hello, I am happy to be of assistance. Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message 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.

For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum

 

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 as Best Answer.tick

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2 hours ago

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