High Packet Loss/High Ping

Hi there,

Before I had moved I was having no issues with my plan, but after I moved and called and had it all signed up a switched my plan up from the Gigabit speeds to the Gigabit Extra due to coercion from the xfinity employee ( who was very nice ) after my roommate and I got all situated we had notice a significant decrease in ping while gaming.
I had called xfinity support and they did some tests and reset the modem a myriad of times, said it was “fixed”, but the high ping and packet loss hadn’t been resolved.
Although the speed haven’t decreased much, the ping is ridiculously high for us to do anything, even with just our PC’s on it makes no difference if it’s just one or both of us on. We are both connected via Ethernet
I’m not sure what can be done about it, but it’s a big inconvenience for both us, especially since I’ve been a loyal customer for years now, and really enjoy being with xfinity.

Any help or advice would be appreciated.

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CCJosh

New Problem Solver

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452 Messages

3 years ago

This is certainly not the experience that we want you to have with our services, @Olsoncky. My team and I are here to help get this looked into so that you and your roommate can go back to fully enjoying our services at your new residence.
Could you provide us with a bit more details of the situation? Are you using your own Modem/Router/Gateway setup or one of our devices? Does the ping issue seem to be with a specific game/app, multiple programs or during certain times? Are you using any type of VPN (Virtual Private Network) while you notice this issue?

5

Olsoncky

New Poster

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7 Messages

@XfinityJoshD using an xfinity gateway and the ping is terrible for every game, all speed tests show that it’s 14-24m/s, but it’s always spiking, and it’s all day long, no VPN’s in use either

3 years ago

0

CCRobert

Retired Employee

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455 Messages

Thank you for getting back to us @Olsoncky with that information. How many devices do you have connected to the network at one time? Do you have any devices that are hardwired to the modem?

I no longer work for Comcast.

3 years ago

Olsoncky

New Poster

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7 Messages

@XfinityRobertA at most there’s 3 phones 2 pc’s connected via Ethernet a smart tv and Xbox, but more commonly it’s just both pcs on and hardwired

3 years ago

0

XfinityChelseaB

Official Employee

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2.4K Messages

@Olsoncky, I would love to look into this more and see what's going on. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you right away.

To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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

Olsoncky

New Poster

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7 Messages

@XfinityChelseaB alright, DM is sent

3 years ago

0

Olsoncky

New Poster

•

7 Messages

3 years ago

Tech came out said nothing was wrong. I don't know what to do next the problem is still persisting

0

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Olsoncky

High Packet Loss/High Ping

CCJosh

Olsoncky

CCRobert

Olsoncky

XfinityChelseaB

Olsoncky

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