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RobertS5
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Tuesday, January 6th, 2026 12:27 AM

Packet Loss at Atlanta Comcast Hops

I have recently started getting significant amounts of packet loss and latency spikes while playing online games.  I checked drivers, restarted my machine, restarted the router, and still the issue persists.  I have run Ping Plotter to see where the issues lie and consistently the Atlanta Comcast server (hops 6 & 7) pops up as the problematic location.  What is the process to get this addressed and how can I help get this escalated and resolved quickly?

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RobertS5

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3 days ago

I've seen comments about the frequency of pings causing false packet loss.  I changed the frequency to 5 second intervals and still the problem shows as the same location

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XfinityJeniece

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Hey there, @RobertS5, thanks for reaching out through Xfinity Forums regarding your connection issues. We would be happy to help with troubleshooting your connection. Are you only having issues while gaming? Do you notice the issues at the same time or randomly?

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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