Friday, March 1st, 2024 6:15 AM

Intermittent higher ping and timeouts

Somewhat recently the latency I've been experiencing at various times in the day latency spikes from a sustained 10-20ms to sudden and short spikes of 100-300 and sometimes there are timeouts.
Though I live in an apartment complex, the internet was pretty reliable and stable for years. Until somewhat recently.

Mainly I'm just doing a ping -t google.com test to watch the ms as it goes on in the day.

When the issue was going on I also did a tracert and every time I did I would see the first hop outside my network take 100+ms to respond.

When the issue wasn't going on and I did a tracert the response of the first hop outside of my home network the response would be ~10ms.

I own my own equipment and don't rent anything from comcast.

I've tried restarting each node multiple times:

Modem: Motorola MB8600

Router: Tp-link AX3000

I recently replaced my old router with this tp-link though the problem entirely predates the new router.

ping test looks like this when the issue arises:

Reply from bytes=32 time=62ms TTL=52

Reply from bytes=32 time=24ms TTL=52

Reply from bytes=32 time=132ms TTL=52
Request timed out.
Reply from bytes=32 time=55ms TTL=52
Reply from bytes=32 time=19ms TTL=52
Reply from bytes=32 time=99ms TTL=52

Reply from bytes=32 time=13ms TTL=52

Reply from bytes=32 time=16ms TTL=52

Reply from bytes=32 time=12ms TTL=52

Reply from bytes=32 time=17ms TTL=52

Request timed out.

Reply from bytes=32 time=32ms TTL=52

Reply from bytes=32 time=68ms TTL=52

Reply from bytes=32 time=100ms TTL=52

Reply from bytes=32 time=81ms TTL=52

Request timed out.

I've tried different cables,

checked to make sure everything is seated well.

I lived in a different region at one point that had a similar issue that likely turned out to be someone else on the network causing noise over the line or something. The reps wouldn't ever really tell me what the actual problem was. This process took months of even trying to get it taken seriously. So I'm hoping it might be something else that's easier to take care of on my end before I have to resort to that.

Official Employee


1.1K Messages

2 months ago

@user_smo7fq thank you for reaching out and letting us know about your connection along with the step you have already taken in troubleshooting. At this point it sounds like we need to do some deeper investigation so please feel free to send us your full name and complete address in a direct message:

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" 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

 • Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

forum icon

New to the Community?

Start Here