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user_ke8993
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2 Messages

09/07/2026 8:16 PM

Packet Loss and Latency Spikes

For the past couple of weeks I have been experiencing ping spikes and packet loss, most noticeable when playing games online on my PC. This post is very similar to my experience: https://forums.xfinity.com/conversations/your-home-network/packet-loss-issues/6a125d56125e2a74f0881409

I'm also in the bay area, CA for what it is worth. I've gone through all the troubleshooting steps mentioned there, namely:

  • Full modem/gateway reboot (or cold reboot)

  • PC reboot

  • Ethernet troubleshooting

  • NIC power-saving settings disabled

  • Link speed testing (5Gb and 2.5Gb)

  • Continuous ping monitoring

  • PingPlotter monitoring

  • Testing both local gateway and external targets

  • Confirmed issue affects multiple devices/users in the household, not just one PC

My tests with pingplotter are showing packet loss a few times every 10 minutes, which has been quite frustrating. I'm wondering if there is a way to check if this is related to some node congestion, upstream instability, signal noise, or packet loss history on the line. 

Any help would be appreciated, as this makes online gaming very bad and also has more minor impacts on things like streaming or online meetings.

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1 hour ago

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XfinityVictor

Official Employee

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2.5K Messages

2 hours ago

@user_ke8993 Hello, are you still having service issues?

(edited)

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user_ke8993

Visitor

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2 Messages

Hi Victor, yes I am still experiencing service issues. In particular I am still having issues with packet loss and latency spikes.

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2 hours ago

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XfinityEmilyB

Official Employee

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3.2K Messages

@user_ke8993 I appreciate you keeping us posted and providing such a detailed summary of the steps you've taken so far. I want to check your signals and continue troubleshooting until we get everything running smoothly. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
How to Send Us a Direct Message: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. 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 as Best Answer.tick

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1 hour ago

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EG

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120.8K Messages

1 hour ago

@user_ke8993 @XfinityEmilyB 

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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