Skip to main content

  • Home

  • Getting Started

    • Offers

U
user20187
1st Topic
1st Like
1st Reply

6 Messages

Sunday, December 17th, 2023 5:18 PM

Closed

High ping to Virginia Servers(while residing in virginia)

My latency to Virginia servers used to be anywhere around 15-18 ms (im 45 minutes away from the server) Over the past 2 weeks I have noticed that the ping has nearly doubled when connecting to virginia servers(nearly 35-40 ms) This is due to all my traffic being inefficiently routed through Georgia:  7    29 ms    35 ms    30 ms  be-31532-cs03.56marietta.ga.ibone.comcast.net [96.110.43.201].

This was taken from a trace route to a Virginia AWS server. Im not sure why this inefficient route is being taken but it makes overall performance while gaming extremely annoying due to the higher ping and packet loss that has become extremely consistent due to this change.  Im hoping someone can give me an ETA on when the actual efficient route to Virginia servers will be restored. 

FYI I am a network technician and have worked with many ISP's before, I am fully confident that my own hardware and network are not the issue. The issue is all my traffic is being force routed through georgia causing high ping to my nearest server (Ashburn VA).

Question

 • 

Updated 

11 months ago

 • Edited

285

3

Was this helpful?

XfinityJoe

Official Employee

 • 

545 Messages

11 months ago

Hi there @user20187 We would be happy to look into your connection concerns. 

Please send us a DM with your full name and address to Xfinity Support.

 

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window

 

1

user20187

6 Messages

I have done this and am awaiting a response. 

11 months ago

0

user_dls7by

1 Message

11 months ago

I've been having this happen as well am I being throttled?

2

0

user20187

6 Messages

@user_dls7by​  no you arent, They supposedly made a ticket with their "Tier 3 support team" but that was weeks ago and every other day I check in with them asking for an update and there is none. The issue is all traffic is being routed through georgia or at least most of it.  Starting to assume that they either dont know or I just havent been able to get through to the right person with the answer

11 months ago

0

XfinityAlyssaA

Official Employee

 • 

1.7K Messages

We are sorry to hear that you are experiencing issues with your speed as well @user_dls7by. We do not throttle speeds and would be happy to troubleshoot any connection issues you are experiencing. Can you tell me a bit more about how your service is performing and what troubleshooting you may have already tried? 

 

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

11 months ago

0

user_xqob9s

1 Message

11 months ago

@user20187 what was the process to get them [Xfinity] to open a ticket with more "in-depth" support (e.g., Tier 3)? I've been experiencing strange (and consistent) routing issues since October (from Utah). Detailed post here: https://old.reddit.com/r/Comcast_Xfinity/comments/17z64k6/consistent_latency_increase_occasional_internet/

In a similar vain, all routes east of Utah now go through the west coast (SF Bay Area, then Los Angeles). Here's a current sample traceroute to a Valve server in Atlanta, GA:

Tracing route to 162-254-199-166.valve.net [162.254.199.166]
over a maximum of 30 hops:

  1     5 ms     1 ms     1 ms  10.0.0.1
  2    14 ms     8 ms     8 ms  96.120.96.93
  3    15 ms     8 ms     9 ms  po-304-1222-rur202.ogden.ut.utah.comcast.net [162.151.43.229]
  4    10 ms    11 ms    11 ms  po-200-xar02.ogden.ut.utah.comcast.net [24.124.175.53]
  5    11 ms    11 ms     9 ms  po-2-xar01.ogden.ut.utah.comcast.net [24.153.95.9]
  6    19 ms    13 ms    11 ms  be-301-arsc1.saltlakecity.ut.utah.comcast.net [24.124.175.41]
  7    13 ms    17 ms    13 ms  be-2-arsc1.sandy.ut.utah.comcast.net [24.124.175.222]
  8    11 ms    17 ms    20 ms  be-501-ar01.sandy.ut.utah.comcast.net [24.124.175.226]
  9    28 ms    25 ms    26 ms  be-36741-cs04.sunnyvale.ca.ibone.comcast.net [96.110.41.93]
 10    31 ms    26 ms    26 ms  be-1412-cr12.sunnyvale.ca.ibone.comcast.net [96.110.46.42]
 11    30 ms    26 ms    33 ms  be-304-cr12.9greatoaks.ca.ibone.comcast.net [96.110.37.182]
 12    30 ms    27 ms    34 ms  be-1412-cs04.9greatoaks.ca.ibone.comcast.net [68.86.166.169]
 13    27 ms    27 ms    27 ms  be-1411-cr11.9greatoaks.ca.ibone.comcast.net [68.86.166.166]
 14    33 ms    34 ms    34 ms  be-301-cr11.losangeles.ca.ibone.comcast.net [96.110.38.89]
 15    44 ms    35 ms    34 ms  be-1211-cs02.losangeles.ca.ibone.comcast.net [96.110.45.169]
 16    34 ms    34 ms    33 ms  be-1212-cr12.losangeles.ca.ibone.comcast.net [96.110.45.174]
 17    62 ms    66 ms    63 ms  be-302-cr13.houston.tx.ibone.comcast.net [96.110.37.189]
 18    65 ms    62 ms    62 ms  be-1213-cs02.houston.tx.ibone.comcast.net [96.110.46.121]
 19    64 ms    62 ms    63 ms  be-1212-cr12.houston.tx.ibone.comcast.net [96.110.46.118]
 20    79 ms    75 ms    75 ms  be-301-cr14.56marietta.ga.ibone.comcast.net [96.110.32.217]
 21    81 ms    75 ms    74 ms  be-1214-cs02.56marietta.ga.ibone.comcast.net [96.110.34.245]
 22    76 ms    75 ms    75 ms  be-2212-pe12.56marietta.ga.ibone.comcast.net [96.110.33.182]
 23    77 ms    74 ms    74 ms  96-87-11-58-static.hfc.comcastbusiness.net [96.87.11.58]
 24    78 ms    75 ms    80 ms  162-254-199-251.valve.net [162.254.199.251]
 25    78 ms    76 ms    75 ms  162-254-199-235.valve.net [162.254.199.235]
 26    76 ms    75 ms    77 ms  162-254-199-166.valve.net [162.254.199.166]

Trace complete.


I haven't had a chance to spin up something on AWS to check routes to AWS's network, but Valve's network is consistently problematic (packets stay on Comcast's network, rather than moving to a different network via peering for a more efficient route)

Such as for example this traceroute to testmynet's Dallas, TX server (bunch of timeouts, but you can clearly see a sensible hop to Level3 in Salt Lake).

Tracing route to dallas.testmy.net [2001:19f0:6401:1b33:5400:4ff:fe2e:c8d6]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  2601:680:c300:d70:4275:c3ff:fecf:57f7
  2    14 ms    10 ms     8 ms  2001:558:4072:43::1
  3    10 ms    11 ms    12 ms  po-304-1222-rur202.ogden.ut.utah.comcast.net [2001:558:102:222d::1]
  4    11 ms     9 ms     9 ms  po-200-xar02.ogden.ut.utah.comcast.net [2001:558:100:104::1]
  5     *        *        *     Request timed out.
  6    14 ms    33 ms    20 ms  be-501-ar01.sandy.ut.utah.comcast.net [2001:558:100:dc::2]
  7    22 ms    28 ms    24 ms  ae-5.bar4.SaltLake1.Level3.net [2001:1900:4:3::155]
  8    38 ms    37 ms    35 ms  lo-0-v6.ear1.Dallas3.Level3.net [2001:1900::3:1a2]
  9    54 ms    51 ms    52 ms  CHOOPA-LLC.ear1.Dallas3.Level3.net [2001:1900:2100::59ca]
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13    53 ms    51 ms    54 ms  2001:19f0:6401:1b33:5400:4ff:fe2e:c8d6

I've been told by local reps that this is due to Xfinity rolling out their new "10G" network (I guess, "10G" sounds cool, but surely it's meaningless) and would be resolved within a few weeks. It hasn't.

2

0

user20187

6 Messages

Yeah I completely agree that is not right, I reached out to them via the direct messaging system and you just contact xfinity support and work you way up the chain till you find someone who will forward it to the right place. I have had at least 5 different support techs on my message however they did just message me saying they are still looking into my issue and that they have requested an update from the support team. 

11 months ago

0

XfinityBrianH

Official Employee

 • 

936 Messages

@user20187 Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

11 months ago

0

forum icon

New to the Community?

Start Here