Packet Loss and Latency Issues Affecting Streaming to YouTube and Twitch

Hi there,

I’ve been having consistent issues with packet loss and latency that are seriously impacting my ability to stream to platforms like YouTube and Twitch. This has been an ongoing problem for over two years, and upgrading my plan didn’t make a difference.

Here’s what I’ve observed:

1. Packet Loss:

• The loss starts around hop 6 and continues through the network, reaching up to 50% by hop 14.

• I’ve used tools like MTR and PingPlotter to confirm this.

2. Latency Spikes:

• Significant delays on several hops, with spikes up to 108 ms at times.

• This makes streaming incredibly unstable.

I’d appreciate it if someone could look into this issue. Let me know if you need more details or additional tests.

Thanks!

Responses

XfinityAmandaB

Official Employee

•

2.1K Messages

4 months ago

maximkatur Hello there! Thank you for stopping in for help with your packet loss. Any connection issues can be frustrating and we would be happy to help make sure you have the connection you should. To start Packet loss would not change with your connection speed so we apologize if that was not the correct expectation that was set up. Packet loss most commonly has underlying connection issues connected with it as well. Have you by chance already checked out our Tips for troubleshooting your Xfinity Internet connection page? I would recommend starting there and making sure to check out the signal levels. If you could please share those results with us here be sure to remove any MAC addresses or IP information so we can help check out your connection with you.

maximkatur

2 Messages

Hello,

I am experiencing persistent issues with packet loss and latency that severely impact my ability to stream on platforms like YouTube and Twitch. Here’s a detailed summary of my situation and the steps I’ve already taken to troubleshoot:

1. Testing Across Multiple Devices and Platforms:

I conducted streaming tests on multiple devices, including macOS and Windows systems, as well as mobile devices. These tests were performed at various times of the day, including late at night and early morning, to rule out peak-hour congestion.

2. Persistent Packet Loss:

Despite testing under different conditions, I continue to experience packet loss during live streams, which affects both YouTube and Twitch. Twitch, being less bandwidth-demanding, also displays similar losses.

3. Upgraded Plan and Equipment:

I upgraded to a higher-tier plan offering up to 1000 Mbps download and 20 Mbps upload speeds. Along with the plan upgrade, I received new equipment—a 1 xFi Gateway. Unfortunately, these changes did not resolve the issue, though they increased my monthly bill to $86.

4. Insufficient for Streaming Needs:

Despite the advertised speed, the upload capability is not sufficient for stable streaming, as packet loss persists. This affects both platforms, with Twitch displaying similar losses even though it has lower bandwidth requirements.

Additional Details:

• I conducted detailed trace routes and latency analysis using tools like PingPlotter and MTR. The data consistently shows packet loss at various hops along the route, particularly within the ISP’s network.

• Attached to this post are anonymized reports generated from these tests to provide additional clarity.

Report Links:

PingPlotter Results: https://imgur.com/a/l8yC0KY

Terminal MTR Results: https://imgur.com/a/tajqQW2

Given the investment in upgrading my service and equipment, I am deeply frustrated that this issue remains unresolved. Could you please investigate the problem on your end, especially within your network infrastructure? I am confident the issue is not with my setup but lies within the ISP’s network.

Thank you for your assistance!

4 months ago

XfinityThomasC

Official Employee

•

2.5K Messages

@maximkatur

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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4 months ago

Customer Service

maximkatur

Packet Loss and Latency Issues Affecting Streaming to YouTube and Twitch

XfinityAmandaB

maximkatur

XfinityThomasC

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