New Poster
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2 Messages
High Latency and Ping Spikes
Hey,
I've been having lots of issues with high latency. Even running a simple route trace will net me with wildly different results every time. Here's an example of one such test to google.com
I'm not sure how to escalate this to engineering or maintenance or whatever. Or if maybe there's something on my end I can do to help with this too??
Any input/help would be amazing.
Thanks!
Responses
BruceW
Gold Problem Solver
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22.3K Messages
1 y ago
Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible. That would allow you to determine whether the problem is the Wifi signal or the link between your equipment and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections, usually in or near your home.
Troubleshooting begins where the problem is observed, unless there is evidence that the cause more likely lies elsewhere.
If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you still need help, please post your modem or gateway's signal information, especially downstream power levels and SNR, upstream power levels, and error log.
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.
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