Visitor
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5 Messages
Network issues | High ping/latency/packet loss
I’ve been having issues with high ping/latency/packet loss for several weeks now affecting my ability to game online. I’ve actually been banned/restricted from playing against other players online due to an “ongoing network issue negatively affecting the gameplay experience for others”. It’s easiest to see the ping spikes during speed tests, where I can see that the ping spikes when downloading or uploading data. Otherwise the ping sits relatively low. Previously the ping was shooting up to around 800+ms, but now the highest I’ve seen it go is around 600ms.
I’ve tried everything at this point including upgrading my speeds, getting a new gateway, trying wired/wireless connections, putting the gateway in bridge mode and using a high-quality gaming router, power-cycling the modem and router, swapping out the coax and Ethernet cables, etc.
I initially reached out to support through the Xfinity Assistant; the first agent tried to upsell me to a faster plan as a solution until I requested someone with an actual understanding of technical issues. The second agent seemingly knew a bit more and stated they had detected an issues with the lines running from the street to the building and scheduled a technician to come out several days later. When the technician arrived he informed me that he had received no information about any issues with the lies and that the agent had completely made that up. The technician ran some tests on the gateway and said there were issues with it, so he swapped out the gateway. Afterwards the technician stated it was functioning properly and the speeds were coming through consistently, but he had no idea what was causing the ping/latency and it has not been fixed. I’m not sure if these issues are from some sort of signal degradation, issues with infrastructure hardware in the neighborhood, or something else. I’ll attach some images, please let me know if there’s any other info I can provide.
https://imgur.com/a/cdt4ZsI
XfinityVianney
Official Employee
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2.4K Messages
2 months ago
Thank you for reaching out. I hope you are doing well besides the current network issues. I understand you've been experiencing this for some time, and you haven't seen any changes even after a tech visit. I see they also swapped the equipment at the time of the visit as well.
I see this has been affecting gameplay in a major way. Does this happen at all hours of the day or at specific times?
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EG
Expert
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112.8K Messages
2 months ago
@user_781 @XfinityPaula
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.
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user_781
Visitor
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5 Messages
2 months ago
Update: After going over troubleshooting steps my case was sent to the escalations team. A corporate employee called later that night and explained that he would be looking into the issue and would be calling back in the next day or two. It’s been almost 72 hours since I heard from anyone.
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user_781
Visitor
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5 Messages
11 days ago
Touching base here after quite a bit of time has passed. There has been no resolution to my issue. Xfinity sent out technicians several times, they tested my connection at the modem and all they had to say was "Everything looks good". They couldn't explain why my latency/ping would skyrocket to 500-700ms when the download portion of a speed test started. On top of that they couldn't explain why the XB8 gateway wasn't putting out anything close to the 2gbs speed I pay for, even thos allegedly their testing device shows speeds of 2gbs going to the gateway. The last technician actually said something along the lines of "Oh nobody ever gets that actual speed that's just how it is". It seems none of them escalated my issue and the corporate employee I was in contact with never reached out again after he sent the last technician. Just a few days ago Xfinity supposedly upgraded the network system in my building to fiber optic and I had hoped that would fix the issue. All it did was lower the latency/ping during my tests to 285-380ms.
I appealed the restriction I'm currently under with the game company responsible and yet again my appeal has been denied due to their data indicating that there is still an ongoing issue with my network affecting the gameplay experience for others. "We recommend using this time to thoroughly investigate and improve your connection's long-term stability, examining aspects such as latency, packet loss, jitter, periodic interference, signal degradation, and potential ISP issues over a period of several days." The other game I play will randomly freeze and say it can't connect to game servers at this time.
At this point I'm seriously considering dropping service with Xfinity for any company that actually tries to remedy issues such as these.
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