Hello Xfinity Support,

I'm posting here because I've been dealing with severe intermittent latency spikes and connection instability for over five weeks, and multiple technician visits and equipment replacements have failed to resolve the issue.

I'm hoping someone from the Xfinity support team can help escalate this to Network Maintenance / Plant Maintenance, as I believe this requires investigation beyond standard in-home troubleshooting.

My Service and Equipment

• Internet plan: 2 Gbps download / 200–300 Mbps upload

• Connection: Ethernet directly to Xfinity gateway

• Gateways replaced: 4 total (3 XB8 gateways and 1 XB10)

• Technician visits: Multiple, with no resolution

• Service drop: Underground coaxial connection

One technician replaced the short coaxial cable between my wall outlet and gateway, which I had already replaced myself. To my knowledge, the underground service drop and tap have not been thoroughly investigated.

The Problem

I experience random latency spikes while playing online games, particularly League of Legends. My ping normally sits around 50-65 ms but suddenly jumps to 150–300+ ms for several seconds.

During more severe events, Discord voice communication cuts out, and I occasionally experience complete disconnections.

These problems occur throughout the day, including around 3 AM when nobody else is actively using the internet.

Troubleshooting and Testing Completed

I've performed extensive testing to rule out local equipment and household network congestion.

• Replaced four Xfinity gateways.

• Tested with two separate Ethernet-connected computers.

• Paused other household devices through the Xfinity app.

• Monitored my local gateway, Google DNS, Cloudflare DNS, and an early Xfinity network hop simultaneously.

• Recorded timestamped ping logs documenting severe latency spikes.

The most important finding is that my local gateway remains stable while external destinations experience simultaneous latency spikes.

Documented Results — November 4, 2026

I simultaneously monitored:

• Home gateway: 10.0.0.1

• Xfinity network hop: 96.216.234.97

• Cloudflare: 1.1.1.1

At 8:00:58 AM:

• Gateway: 1 ms

• Xfinity hop: 358 ms

• Cloudflare: 255 ms

At 8:16:30 AM:

• Gateway: 1 ms

• Xfinity hop: 545 ms

• Cloudflare: 552 ms

These spikes occurred at the same timestamps, while my local gateway remained at 1 ms.

Previous tests also captured latency exceeding 700–800 ms to external destinations. I reproduced similar issues using two different computers.

This suggests the issue is occurring somewhere beyond my local Ethernet connection, although I understand that the exact cause still needs to be diagnosed.

What I'm Requesting

I would greatly appreciate assistance escalating this issue to the appropriate Xfinity network maintenance team for:

1. Investigation of intermittent upstream noise, interference, and signal errors.

2. Inspection and testing of the underground coaxial service drop, exterior connections, and neighborhood tap.

3. Review of historical modem errors and network performance at the timestamps provided.

4. Investigation of potential congestion or problems with upstream Xfinity equipment.

Previous technicians have reported that signal levels look good during their visits, but the problem is intermittent and may not be visible during a short appointment.

I'm not requesting another gateway replacement. I'm requesting a deeper investigation into the outside connection and Xfinity network.

I've also submitted an FCC complaint regarding the unresolved issue.

I have timestamped ping logs, traceroute results, and additional testing data available if needed.

Could an Xfinity representative please help get this escalated to the appropriate network maintenance team?

Thank you.