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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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22 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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20 days ago

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RobertS5

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The issues happen randomly.  They have been happening on and off for the last 10 days.  I am currently experiencing the issues again this afternoon.  

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10 days ago

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XfinityAbby

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562 Messages

@RobertS5, thank you for letting us know. 

Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct 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.

 

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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8 days ago

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EG

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115.6K Messages

8 days ago

@RobertS5 @XfinityAbby 

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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slydemise

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2 hours ago

I've been having this issue in Forsyth County. 
Speed is perfectly fine, but since sometime around Dec. 29th or so my ping has been doubled at minimum and packet loss is crazy. 
I purchased ALL new router, modem, ethernet cables, and coax cables in and outside of the house. 
They came and replaced the mainline running from the node to demarcation point. 
I've called them 21 times now and they scheduled me yesterday only to out in outage in my area finally, just not to come out at all when scheduled with no updates. Even lied pretending they came out and labeled it as an outage at 4:15pm. 
They've been honestly useless sent out tech that have virtually no idea what they're doing, no basic terminology, or any equipment to test intermittence anymore. 
When I ping whichever IPs in my traceroute there's a few in Atlanta that are taking 20+ms to even get through. They swear it's not them after making me spend $600+ in new equipment. 

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