AKruse's profile

Regular Visitor

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2 Messages

Tue, Feb 9, 2021 3:00 PM

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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111 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.

I am an Official Comcast Employee.
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Regular Visitor

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2 Messages

22 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.

Official Employee

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123 Messages

Hello there, @AKruse. Internet issues are never fun, so I know how important it is to get this resolved. I'd love to help look into any open tickets our tech created, and go from there. Can you please send us a PM with your name and address? 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!tick

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