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irdc
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2 Messages

Wednesday, November 1st, 2023 9:29 AM

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High Ping When Playing Games and Buffering While Watching Videos

Internet has not quite been the same since being affected by hurricane Ian last year.  While many improvements have been made one thing has remained constant, high ping and jitter issues in games.  Along with this a more recent trend has been buffering when watching videos whether that be from YouTube or Netflix or any other streaming platform.  The buffering has gotten worse with time and is likely correlated to the high ping spikes that occur only from the downstream.  This is verified when running a speed test and often while downloading the ping will spike anywhere from 20-300ms, however, when uploading the ping stays low (around 10-20ms) and consistent.  I’ve tried using both the Comcast router and my own (nighthawk xr700) but both see the same issues. These issues persist on both WiFi and Ethernet.

Question

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Updated 

1 year ago

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XfinityDena

Official Employee

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3.2K Messages

2 years ago

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! 

 

We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken outside of changing to an Xfinity Gateway? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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irdc

2 Messages

@XfinityDena​ Thank you for your response! Yes, I have checked the status page and your typical troubleshooting steps. This includes, of course, restarting/power cycling the modem, switching my router (Netgear Nighthawk xr700) and modem (Arris SURFboard SB8200) to the xfinity gateway, switching to my current setup utilizing the xfinity gateway as the modem using bridge mode and my xr700 as my router, utilizing different speedtests ranging from bufferbloat tests to more standard icmp tests (speedtest.net, testmy.net etc), testing on both wifi and ethernet, as well as using different devices connected to both ethernet and wifi to see if there are any hardware inconsistencies/ issues. I've also tried vpn's as a short-term fix to no avail. Switching the router/modem setups helped me determine the issue isn't related to the hardware at that level at least nor is it my devices. I suspect there is either an issue from our line/drop or somewhere our traffic is routed through locally. That said we have had checks to our drop earlier in the year and were told that everything was brand new so I'm not sure what else to do at this point. If you need further information or would like some screenshots of the issues please let me know!

2 years ago

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XfinityDena

Official Employee

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3.2K Messages

@irdc I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

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

2 years ago

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Ababine

New Poster

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2 Messages

I am trying to get in touch with Tech Support for high bufferbloat.  Can you help?  

1 year ago

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XfinityThomasD

Official Employee

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1.2K Messages

@Ababine Our community is here to help with all Xfinity things! Can you provide a bit more info on what issues you are facing and any troubleshooting steps you've already taken?

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

1 year ago

0

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