Visitor
•
7 Messages
Issues with Audio/Video Conferencing on Xfinity Internet connection
Hello.
Video conferencing on our home network is effectively unusable. Video and audio freeze several times per minute. Each freeze lasts 3 to 8 seconds. We see this with Zoom, MS Teams, Skype, Cisco Webex applications, etc.
This behavior doesn’t change whether using WiFi or a wired connection to the switch. If I switch to a tethered 5G connection on my iPhone the video/audio is flawless.
I have the Xfinity package with 600 MBps down 30 Mbps up. Speedtest confirms that we're making or exceeding these speeds with low latency (12-18 ms). I have an Arris SurfBoard SB8190 about 4-5 years old and a fairly new Linksys router. The problem started right after ComEd was diagnosing a power issue at my neighbor's house. My internet line is in there backyard and ComEd was digging near it. I suspect they damaged the line but waiting for Comcastic technician to come out next week. Xfinity internet support ran remote diagnostics and said my line is fine. Any ideas on root cause of this issue? Bad filter on line?
All other web surfing works fine.
Accepted Solution
jimmyo68
Visitor
•
7 Messages
2 years ago
The resolution to my issue was the actual cabling at the box on the back of my home. Long story short a JULIE tech was out to mark wires in July and opened the box and messed with the wires to locate the cable in the ground??? The tech that came out found the wire was loose in the wiring block. I also noticed he replaced the fitting on the end of the wire and secured it. I was also missing a ground wire and an old amplifier for Comcast DVR equipment I no longer have was removed. These changes took care of the problem.
0
0
CCDaniel
Problem Solver
•
606 Messages
2 years ago
Thank you for reaching out to us with your concerns. Since you already are scheduled with a tech I would like to follow the status of your account. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
0
0
LEIGH6899
Regular Visitor
•
2 Messages
2 years ago
Was there a fix to this? I am experiencing the same issue. Mine also started in September of this year! I am going crazy. A tech came out twice and no fix.
(edited)
1
0
EG
Expert
•
107.1K Messages
2 years ago
Thanks for posting back here with that update ! Hope things hold up for you ! Good luck ! Now closing your marked "Solved" topic.
0
0