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user_v6k7ek
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Friday, November 8th, 2024 6:36 PM

Extremely high latency

I've had extremely high latency for the past several months. I've replaced all of my home networking equipment, tried a router provided by Comcast and this issue has not improved. I routinely have packet loss and call drops when I'm on work meetings. My download/upload speed is excellent but this high latency is making working from home a misery. See the image below.

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5 days ago

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user_kmkkf6

6 Messages

14 days ago

I saw that you commented on my post earlier. It looks like we got the same problem here - hear me out it is not your modem at all, it just Xfinity having a congestion where the node is out cappacity that they have to send a maintain team out to fix it ( Which I mean a wiring team not the home technician because they would tell you over and over again everything is fine but it is not )

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user_v6k7ek

6 Messages

Agreed. I had a technician come out and was super awesome. He spent a lot of time testing the line to my home and everything was fine. The problem exists somewhere in their network, I suspect between 6 & 7 in my screenshot.

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13 days ago

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XfinityJamesC

Official Employee

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1.7K Messages

Greetings, @user_v6k7ek I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your connection, but you have definitely come to the right place for assistance.

 

When the technician came out, were they able to create a maintenance referral to have the line equipment investigated? Did you receive any follow-up communication after the visit?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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12 days ago

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user_v6k7ek

6 Messages

Yes, the line equipment all the way up to the drop to my house was checked. All was fine. If you'll notice on the screenshot I point out latency is great up until the it reaches the link between:

be-36121-cs02.seattle.wa.ibone.comcast.net & be-3412-pe12.ashburn.va.ibone.comcast.net

This is where I suspect the link is degraded and is causing the higher latency. If possible, please escalate this to whatever WAN networking team is responsible for troubleshooting this type of issue. Thanks!

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7 days ago

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XfinityAmandaB

Official Employee

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1.6K Messages

 

user_v6k7ek Thank you so much for that information Maintenance requests usually come from a field technician locating an issue offsite but we can help ensure it gets addressed for you. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 days ago

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