Visitor
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1 Message
xfinity support
I’m having a persistent latency/jitter issue on my 1 Gig Xfinity connection. I’ve already completed multiple modem resets and reprovisioning with support, and the issue remains.
My wired local connection is clean:
- 0% packet loss to the XB7 gateway
- About 0–2 ms gateway latency
- 2.5 Gbps Ethernet link
- Around 1.0–1.1 Gbps download and 110–120 Mbps upload
- Idle internet tests show 0% packet loss
The problem happens under download load. Waveform repeatedly shows about +55 to +65 ms of added download latency, while upload latency stays around +5 to +6 ms. I’ve received C and B bufferbloat grades even though the LAN side stays clean. I’ve already ruled out the Ethernet cable, NIC, driver, local gateway connection, and basic reset troubleshooting.
Please escalate this for investigation of downstream signal quality, node utilization/congestion, ingress/noise, CMTS performance, and the outside line/tap. I already have an escalation ticket and would like to avoid repeating modem resets that have not fixed the issue.
XfinityThomasA
Official Employee
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3.8K Messages
2 days ago
To start, you mentioned your wired local connection is clean and the problem happens under download load. To confirm, does this issue occur when you're using a wired connection, WiFi, or both? Are you having trouble downloading a specific file, application, or update?
There are a few things that may help improve download performance. If possible, close any data-intensive applications that may be running in the background, such as cloud backup services (OneDrive or Google Drive), video streaming platforms, or other game launchers and download managers. If you're connected through a VPN, try temporarily disabling it during the download, as VPNs can add extra encryption and routing that may impact speeds.
You may also want to temporarily pause real-time web or file scanning in your antivirus software while the download is in progress, then re-enable it immediately afterward. This can sometimes help if the security software is slowing the download process.
Please let us know what you're unable to download and we'll be happy to continue troubleshooting with you.
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