Visitor
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1 Message
Recurring Latency Spikes and Packet Loss During Peak Hours
Hi Xfinity Support Team,
I am experiencing recurring latency spikes and packet loss that appear to be originating within your network infrastructure and I am hoping to get this escalated to your network operations team.
The issue is significantly impacting my daily usage in the following ways:
- Video streaming pauses and buffers unexpectedly
- Microsoft Teams meetings experience lag, freezing, and audio dropouts
- General internet browsing feels sluggish and unresponsive during peak hours
Here is what my network diagnostics show:
- Normal latency baseline: ~20ms
- Peak hour latency spikes: up to 100ms (5x normal)
- Packet loss detected across multiple Comcast network hops (hops 2-7)
- Issue occurs consistently during peak hours in the morning and evenings.
- Problem has been confirmed using PingPlotter, a professional network diagnostic tool, running continuously for several hours
The data confirms the issue is not with my in-home equipment as the packet loss and latency spikes are clearly occurring at Comcast infrastructure hops. I have attached PingPlotter screenshots for your review.
I would like to schedule a technician visit during evening hours (5-7 PM) so the issue can be witnessed in real time.
Please reply and I will provide my account details via Direct Message.
Thank you.
XfinityGabriel
Official Employee
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3.1K Messages
1 hour ago
@user_z60t6s,
Hi there! Thank you for reaching out and for providing such detailed information. I can certainly understand the inconvenience caused by latency spikes and packet loss. I know how frustrating that can be, especially when it impacts streaming and work meetings. I appreciate you taking the time to run diagnostics and for sharing your findings. Based on what you described, including the PingPlotter results and the consistent packet loss across our network hops, we definitely want to take a closer look. You've reached the right expert team to help get this fixed over social media. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message. We’re here to help.
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EG
Expert
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116.8K Messages
1 hour ago
@user_z60t6s @XfinityGabriel
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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