Skip to main content

    Support

    Offers

H
hankdelsi
1st Topic

4 Messages

Saturday, July 20th, 2024 8:33 PM

Closed

modem issues

Hello,

I am having an issue with my internet connection to where in any game I play I receive 5-15% packet loss constantly. I have tested the Ethernet cable, and it happens across multiple devices. I have reset the router, restarted it, and even tried enabling DMZ mode. All outcomes still have a huge latency spike / jitter which brings my average ping on some servers from 30 ms, to over 150 ms. It only lasts for a few seconds but that's too much as it is. 

Plan: Gigabyte Internet
Modem: XB6-T [ CGM4140COM ]
Image attached is a speed test (done multiple times) showing the latency spiking from its average of under 30 ms to over 400 ms.

Question

 • 

Updated 

9 months ago

97

1

0

XfinityThomasA

Official Employee

 • 

2.4K Messages

10 months ago

 

hankdelsi - 
Thank you for your detailed post and for joining us here on the Xfinity Forums. You have reached the right team for help. Ping is the amount of time it takes for a small data packet to travel from a device to a server on the internet and back again. The following troubleshooting steps may help:

Connect to a different in-game server
Restart your modem and device
Use a VPN
Close all unused background applications
Remove unused devices from your home network

 

8

0

hankdelsi

4 Messages

I've done all that. Tried it all, doesn't help. It happens across multiple devices. In games I constantly receive over 5% packet loss sometimes hitting around 20%. Ping shouldn't be spiking that often, especially when nothing other than 1 or 2 applications are running in the background. Considering it happens across multiple devices including consoles, It seems more likely to be a faulty modem issue. Have tried restarting, vpn's, dmz, resetting the modem, reinstalling ethernet drivers, and still no luck.

10 months ago

0

XfinityThomasA

Official Employee

 • 

2.4K Messages

 

hankdelsi - What game(s) are expiecing this issue? You can swap out your Xfinity Gateway at a nearby Xfinity Service Center, and you can use this link to book your appointment. We can help ship one and/or schedule an expert Xfinity to take a closer look too. Are you experiencing any connectivity issues otherwise? Or, is it just in-game ping that is the issue?

 

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

10 months ago

hankdelsi

4 Messages

The games are Counter Strike 2, Rainbow 6 Siege, and Fortnite. All have packet loss issues - different game engines and different services -> valve, ubisoft and epic games. The only issue I am experiencing is high packet loss and ping spikes in games, across 2 desktops and a laptop, and a console. If it was just high ping and not large amounts of packet loss I wouldn't have been this bothered by it but it makes competitive games like those impossible to play since you pretty much disconnect every minute or so cause of the packet loss. I'll take a look at the appointment though and look into it. Hopefully its just the xfinity gateway that's the issue and not any of the external stuff that leads to the gateway.

10 months ago

0

XfinityThomasA

Official Employee

 • 

2.4K Messages

 

hankdelsi - Thank you for the detailed response, and, please let us know if the new modem helps!

 

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

10 months ago

0

user_ox92yf

1 Message

@hankdelsi​ it’s the Xfinity gateway. Get a 3.1 DOCSIS modem and everything will be smooth. Trust I just went through the same thing. The Xfinity gateway cannot handle the packets from gaming 

10 months ago

0

forum icon

New to the Community?

Start Here