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Toosun31
1st Topic

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2 Messages

Tuesday, April 22nd, 2025 2:58 AM

Latency spikes every 10 minutes

For a few weeks we've been experience latency spikes predictably every 10 minutes. The spike only lasts a few seconds, but is very noticeable when in an online call or when playing games since there is a brief disconnect. We haven't moved or made any hardware changes. The issue occurs with both ethernet and Wi-Fi connections. The gateway logs don't show any issues other than firewall logs, which have a high number of drop attempts. I'm not sure if that could be contributing to the issue and am unsure if the numbers are any higher than before the issues began since we can't recall exactly when it started. Gateway model is XB7 model TG4482A.

Examples showing a spike using ping -t www.comcast.net

Reply from 2600:1406:bc00:696::1b62: time=19ms
Reply from 2600:1406:bc00:696::1b62: time=24ms
Reply from 2600:1406:bc00:696::1b62: time=18ms
Reply from 2600:1406:bc00:696::1b62: time=19ms
Reply from 2600:1406:bc00:696::1b62: time=19ms
Reply from 2600:1406:bc00:696::1b62: time=3402ms
Reply from 2600:1406:bc00:696::1b62: time=37ms
Reply from 2600:1406:bc00:696::1b62: time=19ms
Reply from 2600:1406:bc00:696::1b62: time=19ms
Reply from 2600:1406:bc00:696::1b62: time=18ms
Reply from 2600:1406:bc00:696::1b62: time=18ms
Reply from 2600:1406:bc00:696::1b62: time=19ms

Ping statistics for 2600:1406:bc00:696::1b62:
    Packets: Sent = 102, Received = 102, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 17ms, Maximum = 3402ms, Average = 53ms

Reply from 2600:1406:5600:687::1b62: time=33ms
Reply from 2600:1406:5600:687::1b62: time=28ms
Reply from 2600:1406:5600:687::1b62: time=29ms
Reply from 2600:1406:5600:687::1b62: time=32ms
Reply from 2600:1406:5600:687::1b62: time=27ms
Request timed out.
Reply from 2600:1406:5600:687::1b62: time=27ms
Reply from 2600:1406:5600:687::1b62: time=26ms
Reply from 2600:1406:5600:687::1b62: time=25ms
Reply from 2600:1406:5600:687::1b62: time=28ms
Reply from 2600:1406:5600:687::1b62: time=28ms
Reply from 2600:1406:5600:687::1b62: time=29ms
Reply from 2600:1406:5600:687::1b62: time=27ms
Reply from 2600:1406:5600:687::1b62: time=35ms
Reply from 2600:1406:5600:687::1b62: time=27ms
Reply from 2600:1406:5600:687::1b62: time=27ms

Ping statistics for 2600:1406:5600:687::1b62:
    Packets: Sent = 117, Received = 116, Lost = 1 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 25ms, Maximum = 42ms, Average = 28ms

 

Using PingPlotter to confirm that it's happening in 10 minute intervals

Firewall logs

Question

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Updated 

23 days ago

 • Edited

28

1

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XfinityDilary

Official Employee

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2.2K Messages

24 days ago

 

Toosun31 Thanks for posting on our Community Forums and for sharing all that information. We'd be happy to troubleshoot the latency issues with you. Did you already try rebooting the modem manually or through the Xfinity App? Did you check the coaxial connection on both ends (wall plate and modem) to make sure its tight and there's no damage to it? You can also check our "Tips for troubleshooting your Xfinity Internet connection" article for more assistance HERE. 
 

 

2

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Toosun31

Visitor

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2 Messages

Yes, I've rebooted though the app and manually. All connections seem fine and undamaged. Through some testing, it seems to be every 10 minutes from when the gateway reconnects that the issue occurs. Today I replaced the gateway, but the problem still occurs.

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23 days ago

0

XfinityRay

Official Employee

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2.8K Messages

Thank you for all of the steps you have tired already to resolve this, Toosun31! I apologize it has been a tricky one to fix! We will get to the root cause of the problem so you can enjoy your service once again! I want to check on the signal levels to the modem and the area. 

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23 days ago

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