High Jitter - Making games unplayable

Hello user_zuvl5w, thanks for taking the time to visit our Forums and let us know about the latency/intermittent connectivity you're experiencing. As a gamer myself, I absolutely understand how important it is to have a consistent solid, and steady connection. Experiencing latency and a bad connection is never fun, so I am sorry to hear that this has been an ongoing issue on your end. We appreciate all you have done on your end in trying to rectify this, and we certainly want to determine the underlying cause. My team is here to help! 

At this point, I would like to further investigate this with you. Please send us a Direct Message so that we can take a look at things on our end. Here are the detailed steps to direct message us: 

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 • Click the "Direct Message icon” (upper right corner of this page)
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Hello @XfinityAmira or @user_zuvl5w - did you find a solution to this problem ?

I seem to have the same exact same problem of very high jigger and latency variation throughout the day - making the connection quality highly degraded, even though there are no disconnections. The problem started over the last week or two - and wasn't at least this bad before then. I checked Xfinity's website and there is no reported outage, and even when I tried sending a feedback from the app/webpage about degraded connection quality - the automated response was that there is no outage at my location.

@XfinityAmira - can you please help me too ?

There's also considerable number of lost packets.

@EG​ Yes, I will definitely loop back here in case I can get some help. I've sent a DM per @XfinityEricB's request. Thank you both.

Anyone have updates? You can see from other threads here and on Reddit that a lot of people are having this issue. It all seems to start when Xfinity begins “maintenance” in the neighborhood. 

Hi there, VP117! Thanks for reaching out about the service. Maintenance is used to resolved problems we see such as replacing equipment, lines, or adjusting signal levels. It should be making things better, not worse. From time to time, we make adjustments to the neighborhood that can affect your service. At times, we need to also make adjustments at your home or along the line between your home and the neighborhood equipment. I most often see this when there was an existing issue at the home and the adjustments make that problem come through more clearly. Are you noticing problems with your service?  

Just a quick update from my end:

A few different Xfinity network experts tried helping me when I started a DM-thread with them, for my location. My location seemed to correlate consistently with degraded connection quality (high jitter and packet losses) whenever the Xfinity Outage Map showed that my neighbors within a 2-3 mile radius were having connection degradation issues (but not a outage for them, and my location never showed any issues on the map). My modem log hardly ever showed any T3 warnings or errors either.

However, while chatting with the Xfinity experts, my connection stopped having connection degradation issues, and I noticed that my modem also locked in at lower frequencies (i.e. 300 MHz - 400 MHz vs. 600+ MHz).

While all of the above could be coincidental with my problem, I have had a week of non-degrading network now. Never had to reboot the modem in a week, which is something I was having to do every 2-3 days before, very consistently. In other words, whatever was the problem that appeared temporally, yet consistently showed network degradation - has disappeared. I elected to not purse further investigations with Xfinity right now, as I can't stay at home when a tech might appear to examine the physical connections to my home etc. Will see how it goes in the future, keeping my fingers crossed.

If others have had similar resolutions or repeating issues, this thread might be a good place to document it.

So looks like the problem doesn't arise due to the modem, it'd seem.