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user_q04wl2
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2 Messages

Sunday, January 14th, 2024 4:57 PM

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Bad routing and high latencies in Charleston, SC

Hi,

Is anyone else experiencing worse than the already traditionally poor latencies out of Charleston, SC in the past week or so? Comcast in Charleston has always had terrible routing with 50ms+ latencies to AWS in Virginia and even 40ms+ to Google Cloud hosted 20 miles down the road, but in the past week the latencies to some other networks has been atrocious. For example, latencies in games by Riot Games hosted in their Georgia data center have gone from 40ms to 75ms. The latencies to all of their servers have gone up by 30+ms in the past week except for their Virginia servers, which are AWS entry points, and still have their normal (awful) 50ms latency. I've tried talking to Comcast support about it, but all they want to do is dispatch technicians when it clearly is not a problem with anything in my home.

Question

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Updated 

1 year ago

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1

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XfinityBillie

Official Employee

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3.3K Messages

1 year ago

@user_q04wl2 Thank you for taking the time to reach out to us here on our Xfinity Forums. It sounds like you've already done remote troubleshooting with our agents. If we aren't able to resolve an issue remotely, then we do need to send a technician out to evaluate the signals coming into the home and the lines themselves. I'm happy to look into this further with you, though we may need to schedule a technician if that had been the previous recommendation. Please send us a DM to Xfinity Support with your full name and address to get started.

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2

0

user_q04wl2

2 Messages

Billie,

I've already had technicians out to my home who confirmed that there's nothing wrong with my line or my equipment, and that the problem is in the routing inside of Comcast's network. After that the support people kept running me in circles until simply saying that there was nothing they could do.

I've talked to support people from some of the networks that suffer high latencies, and they say they've had similar reports from other Comcast users in Charleston.

I'm really just trying to get this escalated to someone who understands the problem and can work on it. Comcast support is unable or unwilling to do so.

1 year ago

0

XfinityGabby

Official Employee

 • 

1.5K Messages

I certainly understand the importance of getting this resolved. However, please know that there's only so much we can do remote. If there are issues that are not directly at your home and have to do with the network, our technicians can open a ticket and refer our maintenance team to take a closer look. Let us know if you'd like to give that a try and we can help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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