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user_7z5r3w
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Saturday, October 12th, 2024 10:14 PM

Download latency issues

I'm having significant download latency issues on my direct Ethernet wired PC which is now over 60 milliseconds, and even worse on Wi-Fi over my phone which exceeds 200 milliseconds. This is beginning to cause problems with a couple of my apps and I am desperate to find a solution.

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30 days ago

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user_7z5r3w

5 Messages

1 month ago

If it helps I started with 14 millisecond download and it stayed that way for a couple of months but has gotten progressively worse. I know my next door neighbor closest to me had to get a new router as we are brand new on the network with new lines.

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XfinityAlfonso

Official Employee

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1.2K Messages

Hello user_7z5r3w thank you so much for taking the time to reach out regarding these latency issues!  Are you using a personal modem with these services? Are you seeing packet loss when this latency occurs? and is this a constant issue, or more intermittent? 

 

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1 month ago

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user_7z5r3w

5 Messages

I am using the supplied Xfinity gateway. 

This has been a constant issue for about the last 3 months. 

Not sure about packet loss how would I go about checking that?

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1 month ago

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XfinityDilary

Official Employee

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1.8K Messages

 

user_7z5r3w A good place to start would be our "Tips for troubleshooting your Xfinity Internet connection article" for more information. Have you tried any of these troubleshooting steps on your end? Rebooting the equipment manually or through the Xfinity App? 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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user_7z5r3w

5 Messages

Yes I have been through all of the troubleshooting tips before I decided to make a post here.

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1 month ago

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XfinityRichard

Official Employee

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1.4K Messages

Hi there, @user_7z5r3w ! 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 connectivity issues you are experiencing, I'm sure this is really frustrating. 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

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter to send it
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

Like

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1 month ago

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EG

Expert

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107.1K Messages

30 days ago

@user_7z5r3w @XfinityThomasB 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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