Latency Spikes every 20 to 30 mins

Since our initial install in January we've been experiencing intermittent latency spikes that are crippling our network, but haven't been able to get assistance in remediating it. The chatbot just runs me in circles, and I haven't been able to get through to schedule a tech.

Wireless and Wired connections are both affected. Work video calls drop, streaming cuts out, and online games are unplayable for 5-10 seconds. It occurs regularly, roughly every 20-30 mins, eventually settling down and becoming usable. My speeds are in expected range, and I've upgraded to a new router and modem, however the issues continued on these devices.

On my new modem I've noticed a large amount of uncorrectables (or at least what I expect is a large amount over the timeframe). Does this imply an issue with the drop to the modem? All connections are tight and secure.

With 18000+ over 23 days, that equates to roughly one every 30 mins which is close to what we're experiencing.

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	4	423000000 Hz	5.3 dBmV	43.5 dB	3255	14929
2	Locked	QAM256	1	405000000 Hz	5.6 dBmV	44.2 dB	10920	18677
3	Locked	QAM256	2	411000000 Hz	5.5 dBmV	44.3 dB	11718	17508
4	Locked	QAM256	3	417000000 Hz	5.3 dBmV	44.1 dB	3808	18610
5	Locked	QAM256	5	429000000 Hz	5.2 dBmV	44.3 dB	3835	18588
6	Locked	QAM256	6	435000000 Hz	5.1 dBmV	44.2 dB	3818	18085
7	Locked	QAM256	7	441000000 Hz	5.1 dBmV	43.8 dB	3821	18734
8	Locked	QAM256	8	447000000 Hz	5.2 dBmV	44.2 dB	3940	18332
9	Locked	QAM256	9	453000000 Hz	5.1 dBmV	44.1 dB	3948	18534
10	Locked	QAM256	10	459000000 Hz	5.2 dBmV	44.0 dB	3917	18588
11	Locked	QAM256	11	465000000 Hz	5.1 dBmV	44.1 dB	3885	18324
12	Locked	QAM256	12	471000000 Hz	5.0 dBmV	44.0 dB	3173	14336
13	Locked	QAM256	13	477000000 Hz	5.1 dBmV	44.0 dB	3865	18562
14	Locked	QAM256	14	483000000 Hz	4.9 dBmV	43.8 dB	3920	18523
15	Locked	QAM256	15	489000000 Hz	4.8 dBmV	43.8 dB	3938	18958
16	Locked	QAM256	16	495000000 Hz	4.8 dBmV	43.9 dB	3938	18896
17	Locked	QAM256	17	501000000 Hz	4.6 dBmV	43.8 dB	3988	18696
18	Locked	QAM256	18	507000000 Hz	4.4 dBmV	43.7 dB	3962	18736
19	Locked	QAM256	19	513000000 Hz	4.3 dBmV	43.6 dB	3995	18660
20	Locked	QAM256	20	519000000 Hz	4.2 dBmV	43.7 dB	3988	18865
21	Locked	QAM256	21	525000000 Hz	4.1 dBmV	43.6 dB	3991	18835
22	Locked	QAM256	22	531000000 Hz	3.9 dBmV	43.4 dB	3959	18935
23	Locked	QAM256	23	537000000 Hz	3.9 dBmV	43.4 dB	3898	18845
24	Locked	QAM256	24	543000000 Hz	3.8 dBmV	43.3 dB	3935	18849
25	Locked	QAM256	25	549000000 Hz	3.9 dBmV	43.4 dB	3935	18575
26	Locked	QAM256	26	555000000 Hz	3.7 dBmV	43.2 dB	4052	18865
27	Locked	QAM256	27	561000000 Hz	3.8 dBmV	43.2 dB	3942	18892
28	Locked	QAM256	28	567000000 Hz	3.7 dBmV	43.2 dB	3848	18791
29	Locked	QAM256	29	573000000 Hz	3.6 dBmV	43.1 dB	4005	18910
30	Locked	QAM256	30	579000000 Hz	3.6 dBmV	43.1 dB	3994	18839
31	Locked	QAM256	31	585000000 Hz	3.6 dBmV	43.1 dB	4008	19479
32	Locked	QAM256	32	591000000 Hz	3.5 dBmV	43.1 dB	3987	18938

Channel	Lock Status	Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	193	690000000 Hz	4.48 dBmV	43.1 dB	628 ~ 3467	31915896527	11815006254	776516
2	Locked	0 ,1 ,2 ,3	194	957000000 Hz	5.98 dBmV	42.8 dB	148 ~ 3947	33098194898	12310308725	2651

Current System Time: Wed Apr 30 02:11:36 2025

System Up Time:23 days 11:45:58

Responses

XfinityPaula

Official Employee

•

1.4K Messages

1 month ago

Good morning Balgarde and happy Friday! Thank you for reaching out to our community for help with the ongoing internet service interruptions you have been dealing with over the past several months. I know how frustrating it can be to deal with a few cut-outs during a day while I'm trying to work, let alone dealing with this daily since January. I'm sorry for the trouble with the internet and more for the support you have not been able to receive. You are reached the right team for help! My team is amazing, and we have access to support almost all Xfinity products and services. If we don't have the access, we will find the right team and help make sure everything is taken care of for you.

Reading over your experience, testing, troubleshooting and logs it will probably be best to set up a repair appointment. Thank you for taking the steps that you have to troubleshoot the connections, and devices. Before I can jump to an appointment, I would love the opportunity to review your account and devices to see if there is anything that I can help with remotely.

Can you please send us a direct message with your name and service address?

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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Your Home Network

Balgarde

Latency Spikes every 20 to 30 mins

XfinityPaula

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