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XB6 and XB7 Extremely High Latency/Ping

Frequent Visitor

XB6 and XB7 Extremely High Latency/Ping

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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
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
39.7 dB
39.7 dB
39.6 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
39.2 dB
39.2 dB
39.4 dB
39.3 dB
39.1 dB
39.1 dB
39.2 dB
39.1 dB
39.3 dB
39.3 dB
39.1 dB
39.1 dB
39.0 dB
38.9 dB
38.8 dB
38.9 dB
38.8 dB
38.8 dB
NA
1.6 dBmV
2.0 dBmV
2.2 dBmV
2.1 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
2.0 dBmV
2.2 dBmV
2.6 dBmV
2.5 dBmV
2.6 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
2.3 dBmV
2.3 dBmV
2.0 dBmV
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
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

Highlighted
Expert

Re: XB6 and XB7 Extremely High Latency/Ping

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.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Highlighted
Frequent Visitor

Re: XB6 and XB7 Extremely High Latency/Ping

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?

Highlighted
Expert

Re: XB6 and XB7 Extremely High Latency/Ping

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 !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!