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user_dwx1ww
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Wednesday, June 26th, 2024 11:40 PM

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Massive Ping Spikes from XB7 Arris Gateway

There are known issues with modems using the Intel Puma chipset but Xfinity is still handing them out. Look at the ping stats below, where a normal range should be around 20ms. Intermittent high ping and lost packets like this have a real impact on video conferencing and other latency-sensitive applications, causing disconnects and heavy jittering. Xfinity's automated chat function cannot diagnose this and the chat agents are also not technically knowledgeable enough to help with this issue. 

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7 months ago

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XfinityBenny

Official Employee

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733 Messages

7 months ago

u/user_dwx1ww There are no issues with our modems and that chip, across the nation. There can be issues with the wiring in the home, or the service for what you refer to. Follow the advice on this https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting to troubleshoot. 

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user_dwx1ww

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I think taking even 5 seconds to google “xb7 intel puma modem ping“ will reveal tonnes of issues with this hardware. It’s insane how big corps can gaslight themselves into thinking no issues exist. I also have an old Netgear modem that never had ping problems on this line for months. A much faster way to troubleshoot this would be to switch to AT&T tomorrow. 

(edited)

7 months ago

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XfinityBenny

Official Employee

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733 Messages

u/user_dwx1ww That concern was resolved years ago with our modems. Xfinity Gateways push the limits and standards, making other companies catch up to our advancements in technology. Focus on troubleshooting the connection, not the hardware or old rumors regarding capabilities. 

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7 months ago

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user_dwx1ww

3 Messages

Brushing customer concerns aside as “resolved … old rumors” shouldn’t be how a business goes about investigating potential issues with complicated systems like the one Xfinity operates. 

(edited)

7 months ago

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Xantoszz12

Contributor

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51 Messages

7 months ago

I'd recommend having a technician come out and take a look. There could be a problem with your Xfinity box that sends and receives signals. If you're able to find logs that show drastic fluctuation in upstream and downstream power levels this could be what is giving you issues. Technically Xfinity's signal to you is good, but a possible malfunction with the hardware that interprets that signal will definitely give you issues. Also factor in the weather, if it is very hot this can also give you issues.

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