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Sunday, October 27th, 2024 7:11 PM

Theres a firmware issue on this modem or something beyond, fix it comcast asap!

So after new line to my house (not buried yet) three tech visits, 3 new modems, issues still persist, massive jitter spikes in download in the 150-300ms range, Fast paced FPS Competitive shooter that I play at high tier rank is absolutely unplayable with these latency issues. Over a year i been telling comcast theres an issue outside, ive built 2 new pcs, reformatted them numerous times, removed everything off my network, bought a 5g tmobile modem to keep the house going while i lose my mind troubleshooting everything on my end that i can possible. Even with a router and qos management the spikes dont stop. Channels dissapear and re-appear everytime i refresh the modem status page. the only time the xb8 modem works better (but still latency spikes) is in bridge mode. 
Heres the bonding channels in bridged mode and in normal router mode:
Bridge Mode: https://imgur.com/vgHb7fs 

Router/Wifi Normal Operation: https://imgur.com/fPTuikC 

Official Employee

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1.7K Messages

26 days ago

@user_bsufu5 Thank you for reaching out about your latency issues and I'm sorry to hear you've been dealing with this for so long. I have a gamer in the house and know how important it is to have a reliable connection for competitive esports. We will stick with you here until we get to the bottom of this together. 

Since you've already had a technician out to check on everything, I'd like to dive right in and investigate the network strength. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution. 

9 Messages

@XfinityEmilyB​ sent the info

Expert

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107.1K Messages

26 days ago

@user_bsufu5 @XfinityEmilyB 

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.

9 Messages

25 days ago

Circling back with high DL latency still. Apparently nobody knows how to fix my internet that costs $120+/month

9 Messages

IF its not fixed by the weekend ill be cancelling my service alltogether

13 Messages

19 days ago

Have they offered any solutions?
I'm in a similar situation with disconnects, high latency, channels disappearing on the modem, uncorrectable codewords. Got a new outside cable, new modems, three tech visits. Two of the techs blamed my coaxial cables so the modem is now hooked up directly to where the cable comes in from outside. I've seen some improvement but it's only solid (like it was before all these issues started) on ethernet, not wifi, which still has random disconnects and much slower speeds than I've had in the past. I'm also thinking it's a firmware issue.

9 Messages

Lol not all, they blamed my equipment, I bought an arris g34 modem and still have high spikes in latency and upload drop, 4 tech visits, I'm direct coax to modem as well, they said there was in issue in one of the hubs/taps that feeds to my part of the neighborhood, and engineer came that night was working on stuff and left its been 4 days and it has not improved, its even worse than it was and now its consistent, latency used to drop out of peak hours but now its consistently unstable 24/7, I'm losing my mind, going to have to move now because unfortunately this terrible expensive service is all i have available here. Thanks for costing me more money than you've been stealing from me comcast!

Official Employee

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1.7K Messages

 

user_bsufu5, I'm sorry to hear you are still running into network issues. I can dive into the notes from the tech and review any follow-up tickets we may have created for the network teams. If we don't get any positive results after these efforts, we won't stop there. 

Our doors are still open, and you can follow up with us via direct message again. We can pick up where we left off. Here are the steps again if needed; you can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

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