intermittent latency spikes

thank you I didn't realize I was posting in the wrong place

Hello, @user_xdi7vp. I appreciate you giving us the opportunity to help schedule a tech to visit your home and help us get this latency issue you're experiencing resolved. I'd like to try to fix this remotely before we set up an appointment.

So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?

@XfinityRaul​ 

I have tried to power cycle many times, this does nothing. I have not attempted to reset the modem through the app but I think power cycling should have the same effect. I'm at work now though so I won't be able to try for about 7.5 hours.

Let me provide a few more details about the situation though.

1 - the issue is much more prevalent in the evenings. Matter of fact, my games were running fine yesterday and today between the hours of noon and 3pm CST. However, when I tried to play the game last night after 8pm I had consistent packet loss and wasn't able to play, I tried periodically all the way up until about 130am. This has mostly been the case for the last two weeks, speeds seem more consistent earlier in the day and later at night it's unusable. I have confirmed that no other devices in the house are using any significant amount of bandwidth during the later hours. It appears as though as general use in my area increases my speeds become unusable. This is part of why I think my coax cable may be at fault, if it can handle low stress situations okay but high stress situations break it then maybe a line needs to be adjusted or replaced.

2 - I am hardwired via a cat6 ethernet cable to the modem on my gaming pc. It's a long, 150ft unshielded cat6 cable. I replaced the cable in January with a high quality cable. I can replace it again but it will take a couple of days for a cable to come in and since its so new I really doubt it to be the cause.

3 - when the issue is occuring, if I use xfinity's internet speed test to my pc, I can see that my upload speeds dont break 5Mbps. My plan is for 1300Mbps download and 35Mbps upload. If I use speedtest.net I can also see that my download and upload latency is spiking all the way up to 500 throughout the test.

Hi there, @user_xdi7vp ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are experiencing with your Internet service. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

Sure, I just sent you a DM