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user_jviua4
1st Topic

2 Messages

Monday, August 5th, 2024 3:26 AM

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High Ping in Video Game Coming from modem

Ever since a few weeks ago, I've been playing my video game, and I have been noticing higher ping than usual.  I tried connecting my pc directly to my modem and noticed the ping coming from the modem was a bit higher than usual.  So, I tried restarting the modem and the router and I have done it multiple times and the ping is still high in my game but not on speedtest.net.  Is there maybe an update that my arris sb8200 modem needs to perform better?

Question

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Updated 

9 months ago

64

2

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XfinityVianney

Official Employee

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2.1K Messages

9 months ago

 

 

 

Thank you for reaching out and providing detailed information about the issue you've been experiencing. I understand how frustrating high ping can be, especially when it affects your gaming experience. Let's work together to resolve this.

Firstly, I appreciate your troubleshooting efforts so far by connecting your PC directly to the modem and restarting the equipment. Since you've noticed that the high ping occurs during gaming but not on speedtest.net, it suggests that there may be some specific factors affecting your game connection.

Rebooting your device will help update the device profile if an update is needed. You could also check the manufacturer to see if you have the latest version. Does it happen with any game you play or only certain games or servers? 

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user_jviua4

2 Messages

Thank you for the reply.  I have rebooted the modem, and the router multiple times and factory reset both of them and the ping was still high in fortnite.  I only play fortnite so I couldn't if other games have higher ping as well.  I do play on local servers specifically na-west servers.  I did log in to Arris' website and checked my firmware and I don't think it is up to date, but I think only the ISP can update the arris sb8200 cable modem.  The router that I have is the tplink deco axe5300 and I updated it from the deco app.

9 months ago

0

XfinityBillie

Official Employee

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3.3K Messages

@user_jviua4 I'd like to get a look at the signals on our end. Please send us a DM to Xfinity Support with your full name and address to get started. 

To send a direct message:
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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
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Type your message in the text area near the bottom of the window 
Press Enter to send it

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9 months ago

0

user_df9bf1

Visitor

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5 Messages

9 months ago

Did you ever get this resolved because I'm having the same issues.

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