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Visitor

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6 Messages

Tuesday, April 22nd, 2025 6:04 AM

Extreme Lag, High Latency When Gaming

I have been having an issue with extremely large ping spikes when playing various online games via Ethernet to my PC. I have been experiencing this since about mid Feb. The issue was intermittent and what appeared to be random when it started. Currently it is happening with the highest severity every night around 10:00pm MT. During the afternoon I will see ping spikes of about 100ms-350ms. Around 10pm I can see ping as high as 20,000ms! This is followed by complete disconnection from my game, from discord and the internet will drop completely.

I have thoroughly troubleshooted my network to the best of my ability. I have even changing from owning my own modem(Arris Sufboard S33) to renting an xFi Gateway because the rep on the phone suggested it as a solution. It did not resolve the issue in any way and the plan change did not yield to speed boost to 1300Mbps. Today I had an Xfinity Tech come by the house to take a look. He said he measured interference in the network and saw that there was an expired splitter in the line and an unnecessary one at that. He removed the splitter and ran the coax from outside into the one on the inside, without the splitter. This did yield download speeds of up to 1400Mbps, which I had not seen yet. This was around 1:15pm.

It is now 11:45pm and I am experiencing the high ping again, upwards of 5,000+ms, while gaming and have had my internet drop completely while not in a game at all. Speed reduced to 550Mbps. Some extremely server drops have been as low as 16.9Mbps Down and 2.8Mbps Up. In some cases, on Xfinity Speed Test, "Upload Speed" and "Latency" have resulted in "Error", without any values recorded.

There have been multiple days where there has been maintenance in the area. My hope was that this issue would be resolved, but neither the maintenance in the area, nor the tech coming to my home resulted in a resolution of the issue. This is issue has been going on for over 2 months and all I have to show for it is a contract for signing up for 1300Mbps and a rental modem and probably a $100 charge for the tech to come out. I would really love to see a resolution to this. It is not only gaming that has been degraded, but also video calls for business meetings.

Any help is appreciated.

Here a spreadsheet of my Xfinity Network Metrics @ about 11:50pm.DOWN/UP and CM Errors

 

Official Employee

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1.5K Messages

22 days ago

@DryCreek I'm sorry to hear of your issue with your connection while you're gaming. I would like to take a closer look at the tech notes and your network to help resolve this for you. Can you please direct message me your first and last name along with your full service address so that I can assist
Here's 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 "New message" (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.

Expert

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110.4K Messages

21 days ago

@DryCreek @XfinityKei 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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6 Messages

17 days ago

@EG There has not been a solution as of yet.

Expert

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110.4K Messages

16 days ago

OK thanks. Best of luck with it !

Visitor

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6 Messages

Had a tech come out today and there is a known(not to customers) issue with capacity. There are too many customers on the child node that provides service to the area. The node is in the process of getting upgraded. They have already laid the fiber line to the node, but they are waiting on something to get it fully set up.

(edited)

Official Employee

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142 Messages

I am glad to hear that you did get an update from the technician and that we are working on getting any speed issues resolved. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Expert

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110.4K Messages

10 days ago

FWIW the surplus fiber strands are likely already present. They just need to split the node and connect the fiber to an additional node and connect you and some of your neighbors to it.

(edited)

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