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user_cjnfgd
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3 Messages

Thursday, September 5th, 2024 2:00 AM

Network Congestion - Western WA

I am currently having troubles with my home internet during peak hours. The lag spikes and their resolution are in a particular shape that I believe they may be caused by network congestion. We recently had a tech confirm that our coax splitters are removed, seals are waterproof, and Up and Down SNR and power are within expected norms so I can't fathom what else the issue could be. When charting with PingPlotter I can see local network destinations are resolved without issue.

Has anyone else in Western WA (Southeast Of Seattle) noticed this issue between 5-8pm? Any resolution from Comcast?

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1 month ago

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XfinityGabby

Official Employee

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1.5K Messages

4 months ago

Hello, @user_cjnfgd. Thanks for reaching our team on Forums regarding the network issues. I know the importance of making sure everything is working as expected. Are you experiencing this issue with multiple devices and are you using a VPN, standalone/personal router by chance?

4

user_cjnfgd

3 Messages

@XfinityGabby​ I am using a personal router. No VPN though. We have confirmed signal to the street looks good. When I run pingPlotter I can see a specific data center that seems to be the origin of latency spikes and packet loss. Any advice, because this was fixed temporarily but now that I am back from a weekend away it has returned.

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4 months ago

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XfinityAldrik

Official Employee

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1.8K Messages

Thank you for reaching back out to us @user_cjnfgd! I appreciate you for clarifying you are not using a VPN and confirming this is on all devices. Are your devices experiencing slow or intermittent connections?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 months ago

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user_cjnfgd

3 Messages

All devices are having the same intermittent connection issues. I will attach a picture once I have one but all devices are showing the packet loss and ping variability on the same network node 'be-36131-cs03.seattle.wa.ibone.comcast.net'


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3 months ago

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XfinityPeterH

Official Employee

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1.5K Messages

 

user_cjnfgd Ping and some packet loss can be expected but we can for sure take a deeper look into your account. Please send us your full name and complete address in a direct message:

(Full credit to @BruceW for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging


 • Click the "New message" (pencil and paper) icon


 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 •  - An "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


See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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EG

Expert

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107.6K Messages

3 months ago

@user_cjnfgd @XfinityPeterH 

Please circle back here and post any possible solutions for the issue here in these open public 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.

5

user_kmkkf6

7 Messages

I am having the same problem happening everyday at the same node connecting to Seattle’s Comcast server. Pingplotter showing high latency jumping everywhere for just google.com. Gaming is extremely unplayable 5 tech came and they didnt be able to fix the issue. I live in Kent

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2 months ago

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XfinityAmandaB

Official Employee

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1.7K Messages

 

user_kmkkf6 Thank you for letting us know you are running into a similar connection issue. Have you already checked out our connection troubleshooting page if so what steps have you already attempted for troubleshooting?  

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 months ago

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user_kmkkf6

7 Messages

I have switched my Gateway from an Arris SB8200 to a G34 that is recommended on Xfinity's website to rude out the cable modem. I am connecting to my computer using an Ethernet Cat 8 cable, the high packet loss and high ping is usually around noon until like midnight everyday and I thought I was dealing with Xfinity network congestion.
Power cycle the gateway/ router did not help.

Below are my modem's downstream and upstream level also a tracert result in a high latency when making connection to google.com



Downstream QAM

Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
1 399 2.799999 37.636276 QAM256 Locked
2 405 2.900002 37.636276 QAM256 Locked
3 411 2.900002 37.636276 QAM256 Locked
4 417 3.000000 37.636276 QAM256 Locked
5 423 3.099998 37.355988 QAM256 Locked
6 429 3.000000 37.636276 QAM256 Locked
7 435 2.900002 37.636276 QAM256 Locked
8 441 2.900002 37.355988 QAM256 Locked
9 447 2.900002 37.636276 QAM256 Locked
10 453 2.900002 37.636276 QAM256 Locked
  • <<
  • <
  • 1
  • 2
  • 3
  • 4
  • >
  • >>

Downstream OFDM

Index FFT Type Channel Width (dB) # of Active Subcarriers First Active Subcarrier (MHz) Last Active Subcarrier (MHz) Avg RxMER Pilot (dB) Avg RxMER PLC (dB) Avg RxMER Data (dB) Power Level (dBmV) Modulation Lock Status
159 4K 114 1760 673 784 44 39 38 6.7 QAM2048 Locked

Upstream QAM

Index Frequency (MHz) Power Level (dBmV) Channel Type Symbol Rate (KSym/sec) Modulation Lock Status
2 16.4 47.520599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
6 40.4 48.010300 US_TYPE_ATDMA 2560 KSym/sec 64QAM Locked
5 35.6 47.520599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
4 29.2 47.020599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
3 22.8 47.520599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
1 10.4 48.010300 US_TYPE_ATDMA 2560 KSym/sec 16QAM Locked

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2 months ago

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XfinityEva

Official Employee

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1.4K Messages

Thank you for reaching out and posting the details. We can also check for other work in the area and/or refer this to our local team for further assistance. May I please ask that you send us a direct message with your full name and service address to get started? 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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XfinityChristy

Official Employee

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1.6K Messages

@user_cjnfgd Thank you so much for working with up. We truly appreciate your patience as we work through this issue together. I understand the situation is frustrating, but please rest assured that the team is fully committed to improving the service and ensuring a stronger connection. We’re grateful for your understanding as we work towards a resolution. If you have any further questions or concerns, please don’t hesitate to reach out. We’re here to help!

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

0

user_v6k7ek

6 Messages

2 months ago

I'm also experiencing high latency in western WA (olympia area). https://forums.xfinity.com/conversations/your-home-network/extremely-high-latency

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