Visitor
•
1 Message
Recurring packet loss/latency - requesting node congestion check
Hi,
I'm experiencing a recurring internet performance issue and have diagnostic data to share.
The problem: Every evening, roughly between 5pm and 11pm (worst between 8-10pm), I see packet loss (up to ~0.6%+) and latency spikes well above my daytime baseline. During the day, packet loss is consistently 0%, and latency is stable. This is a repeatable daily pattern, not a one-time event.
What I've already ruled out: I tested by connecting a device directly to my cable modem (a Motorola B12), bypassing my router/mesh system entirely, and the issue persists. This rules out my home WiFi equipment as the cause.
What I'd like: Given the clear time-of-day pattern (daytime clean, evening degraded) and that it isn't caused by my own equipment, this looks like it could be node congestion or oversubscription in my local service area during peak hours. Could someone check utilization/congestion on the node serving my address, specifically for the window of July 28th, 5pm-11pm, or escalate this to network engineering or a technician who can review that data?
I'm happy to share screenshots of my network diagnostic tool (PingPlotter) showing the packet loss and latency pattern if that's helpful. Let me know what additional information you need.
Thank you,
Ping Times
XfinityChelseaB
Official Employee
•
2.5K Messages
6 hours ago
Hello @user_jt0btt, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
0
0