Connectivity
Connectivity and managing Your Comcast Business network
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New Contributor

High Latency and Jitter on downloads

Whenever I start a download, the latency and jitter times skyrocket. The latency can jump to an average of 350-500 with jitter 50-70.  I've seen spikes to over 1000 on latency amd jitter over 100.  

 

The problem is, when I am on a voip call, skype, teams meeting or something like that, if I start a download, it completely affects me those activities.

 

I've had remote sessions get disconnected, discconnects from meetings, audio get garbled, etc.

 

It seems to act just like bufferbloat but supposedly the modem is docsis 3.1 so it should have some protection from this.

 

Suggestions?

 

Just an FYI, this happens when directly connection to the modem. No other devices involved.

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Official Employee

Re: High Latency and Jitter on downloads

Hello, how are you? I hope your day has been a good one! I am sorry it took me some time to reply, but I will be more than happy to take a closer look at your account. I am sorry this poor connection is affecting your online activities. I know it's important that you stay connected to meetings and calls. Are you able to send a private message? Please include your first and last name, your full-service address, and your account number. (or phone number) This will allow me to provide the best possible support. 

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New Contributor

Re: High Latency and Jitter on downloads

I had a comcast employee tell me that latency and jitter this high is normal.   

 

By standards, latency over 200 is undesirable and latency over 300 is considered terrible. Jitter should be no more than 30 for good voip and video.

 

How does comcast consider these to be normal when these numbers are completely above the standards for good connectivity?

 

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Official Employee

Re: High Latency and Jitter on downloads

Thank you so much for your patience. You have reached the right place for help with internet service concern. At Comcast, we strive in ensuring that you receive the services that you pay for and a reliable connection. I would like to research this further and confirm everything is looking normal on your modem signal levels on our end. In order to research this further, I will just need to pull up the account. To get started, would you mind clicking on my handle Comcast_Gabe and sending over a private message with your first/last name, address, and account number or a phone number linked to the account so I can help? This can easily be accessed by logging into our business website through this link https://comca.st/2Suk942. You will find your account number listed on the my account tab once you get logged in.

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New Contributor

Re: High Latency and Jitter on downloads

Comcast_Gabe,

 

I already sent that information to Comcast_Joseph.

 

Can I please get some responses to my questions?

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Official Employee

Re: High Latency and Jitter on downloads

Thank you so much for your patience. I will be happy to pick up the conversation for Comcast_Joseph. Would you like to continue working with Comcast_Joseph? In order for me to address those questions, I will just need you to send me the account details so I can have a look at what’s going on.

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New Contributor

Re: High Latency and Jitter on downloads

So clearly the support here is terrible.  Comcast_Joseph says he is going to help.  I just need to send him the info which I do.  I then never hear back from him.  

 

Comcast_Gabe comes along and asks me the same questions to send the info.  What's the point of Comcast_Joseph asking me in the first place if I am going to have to repeat myself?

 

I asked some simple questions 20 days ago and no one has yet to answer those.  Why?

 

 

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Official Employee

Re: High Latency and Jitter on downloads

Hi there, thanks so much for taking the time to reach out to the Digital Care Team here through the forums and we are so sorry for any frustrations we may have caused with the messaging. I do see that we did reply back to you and there seems to be some confusion. Can you please send us one more private message with your name, the full address, and the phone or account number? 

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New Contributor

Re: High Latency and Jitter on downloads

You state you replied back? Can you explain to me what reply that is? I do not see a reply to any of the questions I asked.  I only see responses requesting that I send the same information that I have already sent.  

 

I am confused as to where the confusion is.    This seems like it would be a pretty simple process. I ask a couple questions and you provide a couple answers.  What is confusing about this?

 

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New Contributor

Re: High Latency and Jitter on downloads

In attempt to make this less confusing, here are a couple very simple questions.

 

1. What does Comcast consider acceptible latency?

2. What does Comcast consider acceptible jitter?

 

  

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Official Employee

Re: High Latency and Jitter on downloads

I understand what you mean and in order for us to help further assist we would need your account information to discuss what is considered normal or high for the high latency and jitter issues you are having. I would love to be able to assist, we just need for you to send us a private message with the requested information as you have not sent that information to us in a private message. If this platform does not work for your needs, you are more than welcome to call us at 1-800-391-3000. Since we do work directly with social media and I did see you mention you are having issues so we would like to take a look at your account to see what's going on. Thank you so much for your understanding and assistance with our processes. 🙂 

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New Contributor

Re: High Latency and Jitter on downloads

Anisa,

 

I already indicated several times I had already sent that information to you?  I am not sure how much clearer I can be about that.  

 

Why do you keep asking me to send it when I already have?

 

 

 

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