Visitor
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4 Messages
severe intermittent WAN latency and packet loss
I'm having severe intermittent WAN latency and packet loss. This occurs on both Ethernet and Wi-Fi. My LAN is clean: 30 pings to the gateway at 10.0.0.1 give 0% loss, 2 ms average and 4 ms maximum. Immediately beyond the gateway I get intermittent delays exceeding 500 ms, and Internet destinations have delays of several seconds.
This occurs to both Google 8.8.8.8 and Cloudflare 1.1.1.1. I've also confirmed it affects TCP/443, not just ICMP. TCP connections intermittently take 1–4 seconds.
The XB10 has been rebooted with no improvement. DOCSIS downstream and upstream levels and SNR look healthy and I'm not seeing uncorrectable codewords.
This is a latency/packet-loss problem, not a throughput problem.
XfinityGabriel
Official Employee
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3.6K Messages
5 days ago
Hi there! Thanks for providing such detailed troubleshooting information. I appreciate the work you've already done to isolate the issue. Based on what you've shared, you've confirmed that your local network appears healthy, and the latency and packet loss begin beyond the gateway. Since you're seeing the issue across both Ethernet and Wi-Fi, multiple external destinations (8.8.8.8 and 1.1.1.1), and even TCP traffic, this does point to a potential issue outside of your internal network. To help us take a closer look, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message. We'd like to review the signal history, run some diagnostics on the XB10, and check for any network-related issues that may be contributing to the intermittent latency and packet loss you're experiencing. Thank you again for the detailed information. It will be very helpful as we investigate this further.
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