Community Forum

Packet loss and latency issues

Regular Visitor

Packet loss and latency issues

I've been having issues with my video games where I would experience a drop in frames and a delay in games where I'm expected to hit a certain time window to successfully complete my task. Unfortunately, this problem has persisted for a while and I've tried everything in the house to see what I can do to mitigate this problem, but nothing has worked. I've checked out this PingPlotter software and I can see that there is a problem with packet losses that seems to be coming from Comcast's end. 


I've contacted the live support and that was no help. They did say that someone was going to go check out our area box, but I thought I'd see what you guys might have to say about this problem?



If image doesn't show, I left an imgur link.


Official Employee

Re: Packet loss and latency issues

Hi @abelyanxfi 


Thank you for posting to the Forums to share your experience. I'd be happy to help investigate this. I apologize for the delayed response. While we can certainly understand your desire to receive assistance with your contract expiration, we ask that you only ever post your questions or concerns in our public forum. This will ensure that you get the quickest response possible. Due to the nature of forums, the Xfinity Forum has never been designed as a place to receive assistance in "real-time". If you are in need of immediate assistance we ask that you reach out to us via one of the methods shared here:

Additionally, sending unsolicited private messages to myself, another Official Employee, or any other forum user does violate our Xfinity Forum Guidelines (found here: and our Xfinity Forum Acceptable Use Policy (found here: We ask that you review those documents thoroughly as continued violations could result in a revocation of your Xfinity Forum posting privileges. I have your modmail message and will be replying shortly. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!