2 Messages
Latency Spikes
Hello,
I'm located in the general Seattle area and for the past few months I've noticed I'll get this frequent spikes in latency and some packet loss as well. Sometimes it lasts a couple minutes, while others it happens throughout the whole night. I'm hard-wired in to the XB6 modem, and ping results show no issues communicating with the router. However, the problem begins once it reaches the first hop associated with Xfinity. From what I can tell, upstream and downstream levels seem normal.
Here are the PingPlotter results (I can share the image of the graph too if that helps):
Target Name: www.google.com
IP: 142.251.33.100
Date/Time: 5/4/2024 7:49:48 PM - 5/4/2024 7:59:48 PM
| Hop | Sent | PL% | Min | Max | Avg | Host Name / [IP] |
| 1 | 109 | 0 | 0.89 | 3.36 | 2.08 | 10.0.0.1 |
| 2 | 109 | 4 | 10.15 | 497.21 | 72.81 | 96.120.101.145 |
| 3 | 109 | 4 | 10.25 | 475.77 | 72.06 | po-303-1228-rur102.tacoma.wa.seattle.comcast.net [96.110.248.157] |
| 4 | 109 | 4 | 9.90 | 425.55 | 68.47 | po-100-xar02.tacoma.wa.seattle.comcast.net [68.86.96.89] |
| 5 | 109 | 4 | 12.19 | 446.78 | 83.82 | be-303-arsc1.seattle.wa.seattle.comcast.net [24.124.128.253] |
| 6 | 109 | 3 | 10.65 | 382.78 | 68.88 | 50.218.57.26 |
| 7 | 109 | 3 | 13.23 | 322.32 | 64.65 | 142.251.50.43 |
| 8 | 109 | 4 | 11.23 | 268.22 | 62.38 | 142.251.50.175 |
| 9 | 109 | 5 | 13.45 | 440.98 | 66.78 | www.google.com [142.251.33.100] |
Let me know if there is any additional information I can provide. Thank you!
XfinityJamesC
Official Employee
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2.1K Messages
1 year ago
Greetings, @user_4soidn! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your connection, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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EG
Expert
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110.2K Messages
1 year ago
@user_4soidn @XfinityJamesC
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_4soidn
2 Messages
10 months ago
Hello, I've done two different direct message conversations and both times I've been told they will run some tests on their end. In fact, one of them said my service interruptions were so severe that they weren't even able to run their tests and would try again in a couple hours. I haven't heard back on anything on what it could be or any plans to fix it. The issue is still ongoing daily. I haven't ran any tests to confirm but my neighbor states they are having a similar issue with their Xfinity network.
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