Visitor
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5 Messages
Frequent Latency spikes / and loss of internet / looking for next steps
Been Dealing with issue for well over a year.
Frequent internet drops, high latency.
Rebooting modem, entire network often does not fix issue and modem may not connect for hours(like it did several times yesterday.
It rarely affects my two next door neighbors.
everything may seem fine, all data from modem (channels, power, etc seem ok) and then all of a sudden massive uncorrectables and internet will be down and reboot doesn't help.
Fall of 20024:
Xfinity replaced the RG11 from Coax tap at top of pole with rg6. and then replaced old direct burial RG11 with new RG11 in conduit to the house (about 180-200 feet total length. Now RG6 to RG11 and then the rg 6 inside the house)
They replaced the PPC POE / MOCA filter at the house, and then single 2 way Commscope splitter.
At that time I changed from older netgear CM1000v2 modem to arris SB8200. and same issues
Then I had all new rg6 installed from the xfinity commscope 2 way splitter on the side of the house. One direct line to the TV box and one direct line to the modem.
same issues
Modem changed from Netgear CM1000v2 to Arris sb8200
Same issues.
Changed to CM3000 modem yesterday and same issue
I have unifi UDM SE for router and networking
Here is image showing issue over the last week.
Yellow line showing massive latency spikes
Red line showing packet loss spikes
Purple line showing upload
Line below showing "green" when internet ok and red when internet was out. Last night, i would reset modem, barely get it up and running to see netgear stats with massive uncorrectables and it would shut down.
Took many hours for it to come back on line last night.
This morning internet working and saw this on modem:
then I was able to reboot the network
and get
It is making it very difficult to work from home.
It isn't a specific time of day.
Looking for help with further diagnostics or how to document issues.
I don't know if this is problem at the node in area, the tap / feed to the pole from the street.
Should the line from the Coax tap, down pole and to the house all be RG11?
The few techs that have been here, changing the lines on outside....all works when they are here.
Thanks for any advice
user_0lud8l
Visitor
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5 Messages
2 days ago
Happened again, interrupting work at 2:15pm, in and out for several minutes
spikes in packet loss and/or latency
Internet drops and now modem with massive uncorrectables despite full reset of entire network.
(I don't see way to add photos to a comment on my post)
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user_0lud8l
Visitor
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5 Messages
14 hours ago
Happened again multiple times today. Starting around 10:45am, down for several hours. Neighbor two doors down had no issues with his internet. only mine
Multilpe reboots of modem and unable to get signal, finally had to leave unplugged and use backup so i could work.
After modem finally connected in the afternoon, I decided to replace the POE MOCA filter on outside of house with brand new Belden PPC one. POEGB-1G70CW (same one used by xfinity)
Internet remained fine, until 9:35pm tonight with massive packet loss and internet loss. multiple reboots of modem, over 30 minutes to get a signal. Had difficulty locking upstream channels. Occasionally I could log in to modem and would show very high 55+ power levels on upload channels.
After 30 minutes, modem finally able to stabilize and start working.
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user_0lud8l
Visitor
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5 Messages
5 hours ago
This person sure sounds like having the same issue, but much better at describing the situation
https://forums.xfinity.com/conversations/your-home-network/intermittent-upstream-impairment-repeated-16event-t3-timeout-clusters-with-postevent-degradation-requesting-plant-escalation/69c1e42934f516488eef0c9f
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XfinityAirelle
Official Employee
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3.1K Messages
10 minutes ago
@user_0lud8l
Hi there, thank you for taking the time to lay all of this out. Seriously, this is one of the most detailed write-ups we’ve seen, and it helps a lot.
Based on everything you’ve already done, swapping modems multiple times, replacing interior and exterior lines, and still seeing latency spikes, packet loss, and those bursts of uncorrectables, this is very unlikely to be anything inside your home at this point. You’ve already ruled that out in a big way.
What you’re describing lines up much more with an intermittent signal issue upstream. That could be something at the tap, the line feeding the pole, or even further back toward the node. The fact that everything looks fine while a tech is on site and then degrades later is a big clue. Intermittent noise or signal ingress can be hard to catch unless it’s actively happening during testing.
To your question about cabling, RG11 is typically used for longer runs like from the tap to the home, while RG6 is standard for shorter runs and inside wiring. What you have now sounds correct, so there’s nothing there that immediately raises a red flag.
The key detail in your post is the pattern. Everything looks normal, then suddenly you get a spike in uncorrectables, latency jumps, packet loss hits, and the modem can’t recover even after a reboot. That points to a signal quality issue hitting the line, not a hardware or configuration issue.
We know how disruptive this is, especially working from home, and you’ve already done more troubleshooting than most. Let’s take it the rest of the way.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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