For the past six to seven months I have been having various issues with extremely high ping and packet loss. The issue is erratic, happening at any point throughout the day. It occurs at any time between 9am to 1am. When it occurs my ping will rise to upwards of 300-400ms then drop back down to a usual 10-20ms.
It will fluctuate from something like this:
I have had 4 techs come out over the past few months. None have been able to find any problems, some denying there is any problem at all. I have changed my modem multiple times, had lines replaced, had couplings changed but the issue persists. I have eliminated my entire house as the possibility, having plugged the modem directly into the line coming off the street. Even while directly connected to that line the issue persists. This makes gaming not only unbearably frustrating but impossible. I have done anything and everything in my power to fix this issue but to no avail. Any and all help would be extremely appreciated.
Here are my modem stats:
If anyone in future is reading this, I highly suggest exploring any other possible option that is not comcast. As of writing this I have now had issues for atleast a year with little to no assistance. Comcast is more than willing to charge an exorbitant amount for their services regardless of reliablilty.
We have been experiencing the same thing. I was able to get a technician out (very painful process to get to that point) because finally, customer service saw that the issue was Xfinity and scheduled the technician for me. However, once here he couldn't do anything because the modem was shown online. Our connection will drop anytime like yours which causes issues with any streaming from work meetings, school, and gaming. I'm desperate for a solution.
Same exact issue. One second I'll be getting solid 40-50ms response then the next it's fluctuating to 150-300ms sometimes higher with timeouts. Happens any time of day, modem power levels look good before and during the issue. Using pingplotter shows the same thing over the course of an hour and the increase in problems usually start from comcast backbone servers. No idea how to get that resolved. Support said they'd send a tech like a week ago and they never did. There's a lot of jitter everytime it happens, so congestion might be the causee?
I've been dealing with this since March and because of the pandemic i couldn't get a tech until this past week.
He came and checked everything in and outside of the apartment and didnt see anything wrong on that end. Suggested I rent a modem from Comcast (I have my own modem) and it just arrived and I hooked it up but the issue persists.
You can have 10 straight speed tests come up with the correct speed but then you get a couple where the upload speed struggles to go over 3 or 4 mbps and i have noticed that during video conference or online gaming the connection dies for a couple of seconds, you can still hear people talking but nobody hears you and then it disconnects.
I also run a Plex server that has been pretty much unusable since the issue started (Constant lag, buffering and unresponsiveness when I try to stream anything from outside of my home network).
I have ruled out wifi by connecting directly with ethernet to the cable modem and it is the same.
AT&T has been very aggressive with their offers around here and I have held off waiting for Comcast to fix it but it doesnt look like its going to happen.
Whatever the cause, Comcast seems unwilling and uncapable of resolving it. As of writing this, the same issue still persists over a month later.
Reps can't/won't help. Techs can't/won't help. Problem never gets escalated beyond that. Rinse and repeat.