9 Messages
Latency spikes, Buffering spikes, ping issues, tons of Uncorrectable Codewords in Gateway log
Hello, I am here to ask for help once again, this is my 3erd time now on here and my, overall, 7th time contacting Xfinity/Comcast for help.
It started about 3 months ago when Comcast came out to 'upgrade' the service in my area. After this 'upgrade' I began to have major issues:
High ping, latency spikes every 30 mins or less in games when I relax. Unable to send large files at times for work and un-able to even do some of my work due to random internet slow downs.
They persist to this day.
Through process of elimination & in-depth researching, fixing, and upgradeing. i,ve ruled out several possable problems it could be:
PC: updated BIOs,firmwear,OS,GPU drivers,CPU drivers, checked RAM.
Wires: new Cat7 eathernet cable and Coax cable.
Modem: had cm600 originally, upgraded to cm2500, downgraded to cm1000v2 for testing, returned all and got the Xfinity Gateway v8.
Router: had a TP-Link originally, upgraded to RAX54v2, was not able to return it, down 150$
Tweaked settings in games, power settings,graphic settings, upload settings,download settings and reverted it all since nothing worked.
Gateway: re-booted several times, factory reset 2ce, tweaked settings and reverted to factory since nothing worked.
Called Xfinity several times: 2 techs came out, both did virtually nothing except look at my stuff, tell me to get a gateway, look at the cables, say 'yeah, that does not look good' once then leave! Spoke on phone and got tickets elevated several times, played phone tag, got a 'looks fine here' many times but didnt help.
Now, knowing it is NOT my PC or my cables, it HAS TO BE whatever someone did when they where 'upgradeing' the internet in my area.
So, i researchedthe Xfinity Gateway in depth and saw TONs of Uncorrectable Codewords and download/upload bands disappearing randomly. Even when I reload the page, some show and some dont. I also found out that there is some ingress but not much...so..
Is this Bufferbloat?
Is this internet throttling from ISP?
Can the tech who initially 'updated' the service in this area come back out and fix it?
PLEASE help me. I've never had this problem before that day they came and 'upgraded'. I've been a customer for over 10 years. Im becoming increasingly upset and anxious over this and i just want this fixed so I can work and play.
Please take me seriously, thank you.
XfinityMarcus
Official Employee
•
1.7K Messages
3 days ago
user_4hvr23 I appreciate you taking the time to reach back out to us. I know you previous reached out but decided to visit a store location in person instead of working with our Forums team. As someone who also relies on connection stability daily, I can understand the frustration that latency concerns would bring. I appreciate you sharing some of the steps you have already attempted to diagnose and resolve this concern. I would like to perform a few tests and get a better look at what your signals are showing on our end. Can you send me a direct message with your full name and complete service address to get started?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
1
0
user_881986
Visitor
•
1 Message
3 days ago
Sadly, this is very common with Xfinity.....and to make it worse, good luck trying to get someone to actually address the problem. I have had multiple appointments scheduled because of the same issue that I end up getting an AI-generated response back saying that they are "working in the area" and it should fix the issue. This company does not care about its customers whatsoever. They avoid actual interaction with customers by hiding behind AI chat bots and agents.
1
0
user_4hvr23
9 Messages
20 hours ago
Hello all who see this post, my problem is SOLVED!!! As of today!
A tech came out (i did not get his name but that man is AMAZING!!! AND NEEDS A RAISE ASAP!) He FIXED IT!
The others techs before him can not even hold a candle to his communication, effort and knowlege. Seriously, amazing guy, super nice and does his job above and beyond! Just awesome! ✅️
He found it was a bad splitter in my wall and a bad connector in the cable box outside. He even helped me move and hook up the modem in my living room instead of my bedroom, WOOOOOO!!!
So yeah, AWESOME GUY!! NEEDS A RAISE!!
This is the best beirthday present, internet is back to 0 latency!
THANK YOU SO MUCH!
I will continue to monitor my internet and will contact if I get anymore trouble.
Again, guys is a saint and an asset to Xfinity 100%!
Thanks again!
Edit: i just got another massive spike, its better but not fixed. The problem must be at the xfinity building where everything connects then?
I will continue to monitor and come back here for any updates.
(edited)
0
0
user_4hvr23
9 Messages
19 hours ago
Well..... I jumped the gun, latency is back. It was good for about 30mins or so then BAM 700+ latency, then dropped to 400+ for a bit, then back down.... f my life...something is STILL wrong.
Its BETTER much better but still....
So if its not here it must be at the plant somewhere, where this is happening.
Disheartened but at least its better.
I still think that guy is awesome and commend him a ton! He did everything he could. It seems this is an issue with the plant or where the signal is comeing from.
So, this is not totaly fixed, id say its a lot better but not fixed.
0
0