Xfinity support - Latency and Packet loss during evenings

Hello,

For over 1 month I have been experiencing latency and packet loss on my network during evening times (after 6pm). I just ran a speed test from my laptop connected directly to the modem via ethernet and only got 20mb download. I pay for the 1200Mb plan.

I spoke to phone support and they said there was no issues with my signal, but my speeds were not good. Upon further investigation, there appears to be a lot of packet loss (5%-20%) somewhere on Comcast network. Pinging IP address of default gateway (local office) shows 0 packet loss.

Below is the MTR test that I ran during this possible congestion. Pinging google.com from my home network. MTR test shows that there is packet loss somewhere on AS7922 Comcast path, internally on Comcast network.

sudo /usr/local/Cellar/mtr/0.95/sbin/mtr -w -c 100 google.com
Start: 2023-12-10T18:59:19-0500
HOST: laptop. Loss% Snt Last Avg Best Wrst StDev
1.|-- 192.168.168.1 0.0% 100 2.4 2.6 2.2 8.4 0.8
2.|-- 96.120.72.153 0.0% 100 10.3 11.8 9.4 24.5 2.9
3.|-- 24.124.228.93 0.0% 100 13.8 11.6 9.4 19.3 2.5
4.|-- po-300-xar01.hillsboro.nj.panjde.comcast.net 0.0% 100 14.7 11.5 9.3 34.9 3.2
5.|-- be-35-rar01.plainfield.nj.panjde.comcast.net 0.0% 100 14.4 12.6 10.3 20.3 2.1
6.|-- be-98-ar03.plainfield.nj.panjde.comcast.net 0.0% 100 14.3 21.7 10.3 239.3 38.8
7.|-- 69.241.68.158 12.0% 100 23.4 16.1 13.6 35.0 3.2
8.|-- 142.251.247.53 9.0% 100 25.0 18.3 15.4 29.0 2.9
9.|-- 142.250.224.245 14.0% 100 25.7 17.1 14.4 31.4 3.5
10.|-- lax30s03-in-f14.1e100.net 9.0% 100 24.2 16.0 13.7 24.2 2.4

I really hope I can get some sort of attention on this thread because some of my friends who use Xfinity and live 100 miles away from me are having the same issue, so it's safe to say there are a lot of impacted users here.

Very frustrating, especially since I have to work from home during evenings, and it is so unbearably slow, I might as well switch to using a Mifi or some sort of cellular connection.

Please help!

Responses

U

user_tg8npi

1 Message

1 year ago

I'm getting same MTR results here, it's that last Xfinity Plainfield hop causing trouble. Hopefully Xfinity will fix soon..

2

0

U

user_plb5ob

3 Messages

@user_tg8npi Hop that is causing trouble is 69.241.68.158. Looking at this host online, this is the info I get. So somewhere to/from Philly...

IP Address	69.241.68.158
Host	69.241.68.158
Location	US, United States
City	Philadelphia, PA 19104
Organization	Comcast Cable
ISP	Comcast Cable
AS Number	AS7922 Comcast Cable Communications, LLC

1 year ago

0

XfinityJoshuaG

Official Employee

•

331 Messages

@user_tg8npi So sorry to hear about that. If you're having issues we'd love to help. Please send us a direct message with your full name and address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

1 year ago

0

Y

yazanbouchi

3 Messages

1 year ago

I have been experiencing the same issues in Atlanta, Georgia around the same time. Playing League of Legends and have had abysmal stability. Heavy packet loss every 10-15 minutes, leading to full-on packet loss episodes and a ruined experience. Been going on for several days now. Using Ethernet, tried a variety of devices, even fully re-installed windows to make sure it's not any software-related conflicts on my end. Same issue. Customer service has not been helpful, as the most they will do is ping my router and tell me i'm getting full-speed, which is the case, but is completely overlooking issues with packet loss that aren't going to be shown with a simple speedtest I can do on my own.

0

U

user_plb5ob

3 Messages

1 year ago

Ok, I think issue has been resolved. Please see my latest MTR report below, doesn't look like I am taking same path as before, and going through c-50-174-49-150.unallocated.comcastbusiness.net now. No packet loss for at least a week.

Some of my friends were affected by this as well. And they live nowhere near, so it’s crazy to think that Comcast just let thousands of their customers experience heavy packet loss for 3 weeks straight…

sudo /usr/local/Cellar/mtr/0.95/sbin/mtr -w -c 100 google.com

Start: 2023-12-29T21:05:25-0500
HOST: PC Loss% Snt Last Avg Best Wrst StDev
1.|-- 192.168.168.1 0.0% 100 2.6 2.5 1.8 3.8 0.3
2.|-- 96.120.72.153 0.0% 100 10.9 12.3 5.6 17.0 2.2
3.|-- 24.124.228.93 0.0% 100 9.9 12.5 9.4 31.6 2.8
4.|-- po-300-xar01.hillsboro.nj.panjde.comcast.net 0.0% 100 11.2 12.0 6.8 18.7 2.3
5.|-- be-35-rar01.plainfield.nj.panjde.comcast.net 0.0% 100 11.3 13.7 10.5 20.2 2.1
6.|-- be-98-ar03.plainfield.nj.panjde.comcast.net 0.0% 100 11.5 16.7 10.6 136.4 15.4
7.|-- c-50-174-49-150.unallocated.comcastbusiness.net 0.0% 100 12.4 13.7 10.4 20.3 2.3
8.|-- 142.251.249.199 0.0% 100 17.9 15.9 9.9 25.2 2.5
9.|-- 216.239.40.167 0.0% 100 10.9 13.7 9.4 22.3 2.3
10.|-- lga34s38-in-f14.1e100.net 0.0% 100 16.4 13.4 10.3 18.4 2.0

0

U

user_mnkq6w

1 Message

1 year ago

Same issues here in Dekalb IL

1

0

XfinityDena

Official Employee

•

3.2K Messages

@user_mnkq6w

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working!

We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken?

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

Your Home Network

user_plb5ob

Xfinity support - Latency and Packet loss during evenings

user_tg8npi

user_plb5ob

XfinityJoshuaG

yazanbouchi

user_plb5ob

user_mnkq6w

XfinityDena

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