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Mikhail271
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17 Messages

Friday, October 6th, 2023 1:45 AM

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Lag Spikes After XB7 Router Upgrade

We had our router upgraded to an XB7 about 2 months ago, and our internet has been mostly fine except for the sudden spikes in latency. This is especially noticeable in games and happens every few seconds. It is noticeable on my phone, laptop and other family members devices on our home network.

EDIT: After checking the event log on my Xfinity Gateway website, I noticed 2 errors that seem to have repeated many times every day. Those errors are: 


DHCPv6[12060]: 72001011-DHCPv6 - Missing Required Option 82

DHCPv6[12060]: 72001011-DHCPv6 - Missing Required Option 24

Both of these errors are regarding DHCP V6 not V4.

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2 years ago

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Mikhail271

Visitor

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17 Messages

2 years ago

I just followed those steps, unplugged the gateway from power and from coaxial for 60 seconds, with the coaxial being unplugged from the wall as well. I plugged the coaxial back in and the power, and the gateway came back on. However, the lag spikes are still happening noticeably. I’m using just the XB7 gateway with no other router.

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XfinityMarcos

Official Employee

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2.4K Messages

2 years ago

Hello @Mikhail271, I can only imagine the mixed feelings on having a gateway upgrade but then run into some issues. Let's work on these together and work on getting your service working smoothly. Have you completed any troubleshooting on your end yet? If not, the Xfinity app has a ton of built-in functionality to troubleshoot issues like this in real-time. I only ask to get us on the same page and try to prevent any repeated steps. 

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Mikhail271

Visitor

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17 Messages

@XfinityMarcos​ Thanks for the reply, here’s what I have done so far:

- Troubleshoot WiFi through the Xfinity app by restarting the gateway

- Troubleshoot using the Xfinity app by using the “Test your whole home network” feature

- Checked event logs in 10.0.0.1 for issues

I have completed these steps several times, and each time the whole home network test in the app states the download speeds and upload speeds are normal (which I can confirm after running speed tests). It’s the big latency spikes (along with the 2 errors listed in 10.0.0.1 event logs) that I’m worried about. Hopefully this info helps.

2 years ago

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XfinityBillie

Official Employee

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3.3K Messages

It does! It lets us know that some of the basic steps have been taken. Have you also unplugged your modem for about 60 seconds, while it's unplugged unhook the coaxial cable from both the back of the modem and the wall plate and then reconnect it to ensure the connections are secure before plugging it back in? Also, are you using just the Xfinity gateway or do you also have a standalone router in use? If you do have a standalone router, be sure to unplug that at the same time you unplug the gateway. Once the gateway is back online plug the router back in.

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2 years ago

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XfinityBillie

Official Employee

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3.3K Messages

Awesome, I really appreciate you giving that a try. 90% of the time it seems a hard reboot will clear most issues. I'd like to get a look at the signals on your modem. Please send us a DM to Xfinity Support with your full name and address to get started. 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
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

2 years ago

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Mikhail271

Visitor

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17 Messages

@XfinityBillie​ Thanks, I just sent a message with my name and Home Address.

(edited)

2 years ago

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