Visitor
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1 Message
High Ping - Sustained 200-260ms latency, not a bandwidth issue — need technician escalation
For the past 2 days I've had constant 200-260ms latency across all internet activity, most noticeable in online games. My speed tests are completely normal with no packet loss, and I'm on Ethernet so Wi-Fi isn't a factor — this is purely a latency problem, not bandwidth. I've done my own troubleshooting and isolated it to a specific hop close to my location rather than my equipment or a specific game server, since the same latency shows up pinging multiple unrelated destinations. It's been constant, not intermittent, the whole time, and the outage map shows nothing for my area. Since remote troubleshooting won't catch a routing/node issue like this, I'm hoping to get a technician to look into possible congestion or a hardware problem on the local node.
XfinityJeff
Official Employee
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1.2K Messages
3 hours ago
Good morning @user_2z6zl8, and thanks for reaching out to us with your issue on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with your connection, but you have come to the right place for assistance with this. Could you please send our team a direct message with your full name and full address?
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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