XB6 and XB7 Extremely High Latency/Ping

Question

For about 7 months now I have been having huge latency and ping issues on any kind of online gaming. Since this started very suddenly towards the begining of the pandemic I chalked it up to a Comcast node issue. I've talked to support hundreds of times, have had 4 techs come to my house, got in contact with the executive customer service team and have even talked to the "Technical Team Supervisor" nobody seems to know or can fix my problem.
I was on an XB6 when this issue started and was sent an XB7 as part of the troubleshooting process to see if it was the modem that was the issue. I've even tried buying my own modem and going straight to the modem via ethernet and I still have huge latency spikes but only during the upload portion of ping/speed tests. I did a lot of research and it seems I'm encountering bufferbloat. I'm wondering what can I do to fix this? I assumed going straight to a modem with ethernet would fix it but it didnt. Since I know I'll be asked, here are my signal levels and a screenshot of my latency issues.

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

13

1

2

3

4

5

6

7

8

9

10

11

12

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

159

Locked

543 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 MHz

507 MHz

513 MHz

519 MHz

525 MHz

531 MHz

549 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

627 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

722 MHz

629600000

39.2 dB

39.7 dB

39.6 dB

39.4 dB

39.2 dB

39.1 dB

38.8 dB

38.7 dB

38.9 dB

39.0 dB

39.3 dB

39.2 dB

39.4 dB

39.3 dB

39.1 dB

39.2 dB

39.1 dB

39.3 dB

39.1 dB

39.0 dB

38.9 dB

38.8 dB

38.9 dB

38.8 dB

NA

1.6 dBmV

2.0 dBmV

2.2 dBmV

2.1 dBmV

2.0 dBmV

1.5 dBmV

1.3 dBmV

0.8 dBmV

0.2 dBmV

0.0 dBmV

0.5 dBmV

1.1 dBmV

1.9 dBmV

2.0 dBmV

2.2 dBmV

2.6 dBmV

2.5 dBmV

2.6 dBmV

2.7 dBmV

2.5 dBmV

2.7 dBmV

2.8 dBmV

2.6 dBmV

2.7 dBmV

2.8 dBmV

2.4 dBmV

2.3 dBmV

2.0 dBmV

NA

256 QAM

OFDM

Upstream	Channel Bonding Value
1	2	3	4	5
Locked	Locked	Locked	Locked	Locked
16 MHz	22 MHz	29 MHz	35 MHz	40 MHz
5120	5120	5120	5120	2560
51.3 dBmV	49.3 dBmV	48.3 dBmV	47.8 dBmV	50.8 dBmV
QAM	QAM	QAM	QAM	QAM
ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

https://imgur.com/NXsRlux

EG · Answer

Unfortunately, there is no other choice...

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !

EG · Answer

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

TacoBae · Answer

Thank you for your response. I have had 4 techs out already all of who checked the lines (allegedly). I know I only have 1 splitter in the attic, is it worth calling a 5th tech out?

Your Home Network

TacoBae

XB6 and XB7 Extremely High Latency/Ping

EG

EG

TacoBae

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