Regular Visitor
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2 Messages
Random ping/latency spikes and concern about failing equipment outside of house
Recently, my internet has developed random ping/latency spikes that are resulting in average pings of 20-30ms to spike up to 120-150ms every few moments. This is noticable in games and when I run a ping test to 8.8.8.8. I have run through all of the standard troubleshooting methods, including restarting/resetting my router, cable modem, checking/tightening connections, and ensuring no faulty cable issues. I have run ping tests directly from my computer to the router to verify that no issues are occuring between that connection--everything checks out OK. The cable connection coming into the house appears fine--cables are tight, no rust, etc. However, near the property, the connection box is a cause for concern because a section is hanging open and an extensive amount of cable is wrapped around the outside of the box. Also to note, I am on a wired connection and the signal strength on the modem appears to be within acceptable ranges. I believe it's not unreasonable to suspect that an issue might be coming from some faulty equipment there.
Is it possible to request Comcast to service this equipment?
Cable connection into house looks clean: https://imgur.com/a/80nshzo
Cable connection box near house is a mess: https://imgur.com/a/RLG20cL
Responses
ComcastThomasF
Official Employee
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109 Messages
2 m ago
Hello and thank you! I really appreciate you being a member of the Comcast Family! Thank you for choosing us as your provider. Can you please send me a private message with your first and last name so I may further assist you?
To send a private message, please click my name "ComcastThomasF" then select "Send a Message" on the right side.
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.
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AKruse
Regular Visitor
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2 Messages
21 d ago
Hello, the most recent technician fully examined my connection inside and out, verified that the latency spike issue was occurring, but was unable to resolve the issue. I still am experiencing severe latency spikes from time to time, including as recent as last night. The technician explained that he opened a ticket for this to be investigated deeper within the Comcast network, but it clearly hasn't been resolved to date. I have been dealing with this degraded and problematic performance now for nearly two months.
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