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user_a74269
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5 Messages

Sunday, May 8th, 2022 1:52 AM

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Constant Jitter and high ping

I have been experiencing constant high ping and jitter for the past 2 months. I have done everything on my end to attempt to fix it, including switched to a nighthawk c7800 modem router, got new ethernet cable, have reset routers constantly, switched back to the xfinity gateway, etc still,Nothing fixes it. I had a tech come and test my ethernet and modem said everything is fine. But I cant play games without 170+ jitter, watch tv without buffering. It is getting ridiculous at this point as i am paying for the 1000mbps package yet the jitter is so high i can barely even use my internet.

Question

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Updated 

3 years ago

1.9K

3

CCMike1

Official Employee

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933 Messages

3 years ago

Hi there, thank you for reaching out. I know how important it is to get your internet service working correctly.  I'm sorry to hear you're experiencing issues.  I know what it's like not having my own service working. It can be a nightmare! Rest assured you've reached the right place.  I would be happy to look into this for you and I'm happy you reached out to our Digital Care team. Do you notice any kinks or bends in the coaxial cable? Are you connected to a splitter by chance? 

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user_a74269

Visitor

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5 Messages

@XfinityMikeB​ No, I just got a brand new coax from xfinity along w a brand new gateway. A tech came and checked and said he didnt see anything wrong. I have a brand new ethernet, only have 2 devices on the internet at a time, and still the only time i can have a decent connection on a video game is between 11pm and 2am. if i even try to play any other time its nonstop connection interruptions and insane amount of jitter/packet burst/loss.

3 years ago

0

XfinityRaul

Official Employee

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1.9K Messages

I can only imagine how frustrating this must be for you, @user_a74269. My younger brother had the same issue not too long ago. He would tell me about how he would get disconnected mid game.

 

I'd love the opportunity to review your account to see what else we can do to get this resolved once and for all. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

3 years ago

0

user_a74269

Visitor

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5 Messages

I wasn’t able to send you a message, but I private messaged xfinity support. Was that correct?

3 years ago

0

user_2c43a8

Visitor

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3 Messages

@XfinityMikeB​ I am having similar issues. Just moved into a the home have the highest plan and best router/modem you guys offer as well as had a tech out who said everything was fine. My wife and I work from home and our Zoom and Teams calls just drop our audio randomly. We can still hear but something is going on during upload. Also, having issues with wireless tv box where it lags constantly. 

3 years ago

0

EG

Expert

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110.1K Messages

@user_2c43a8​ 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 3-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

0

EG

Expert

 • 

110.1K Messages

3 years ago

@XfinityRaul 

 Why must this have to go private right away ? That kind of defeats the purpose of a public help forum, no ?... Why not ask some general self troubleshooting things (like the employee @XfinityMikeB did) first which is in keeping with the intent of what these public help forums were designed for so that all readers here may benefit. 

@user_a74269 

Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info.

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user_a74269

Visitor

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5 Messages

3 years ago

Another tech came. Said “everything inside looks good”. Still horrible. Now that I’ve switched back to an xfinity gateway, I can not play a single game of Call of Duty without constant skipping and connection interruptions.  My jitter bounces from 50-300ms and all the people on the phone say is “lets do a speed test” that doesnt mean anything IF IM GETTING CONTINUOUS PACKET BURST THE SPEED MEANS NOTHING. Theres times itll completely disconnect me as well

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