Intermittent Latency Spikes

Equipment: xFi Gateway
Connection Type: Ethernet
Download Speed: 500Mbps
Upload Speed: 100Mbps

I've started playing some games again recently and have noticed that my ping will occasionally go from around ~30ms(+-10) to around ~300ms. This results in highly noticeable lag. Ruining the experience for some games, while also making others completely unplayable.

Latency test on speed.cloudflare showing some spikes:

Latency test on Testmy also showing some spikes:

ping -t www.comcast.net output:

Pinging ---------------------------- with 32 bytes of data:

Ping statistics for --------------------:

Packets: Sent = 310, Received = 308, Lost = 2 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 16ms, Maximum = 276ms, Average = 25ms

tracert www.comcast.net output:

Tracing route to -------------------------------
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms
2 11 ms 12 ms 12 ms
3 11 ms 12 ms 13 ms
4 9 ms 13 ms 13 ms
5 9 ms 12 ms 12 ms
6 * 16 ms 17 ms
7 14 ms 17 ms 17 ms
8 15 ms 16 ms *
9 257 ms 123 ms 307 ms
10 18 ms 16 ms 13 ms

Trace complete.

Tracing route to -----------------------------
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms
2 11 ms 12 ms 12 ms
3 12 ms 11 ms 12 ms
4 12 ms 8 ms 8 ms
5 14 ms 9 ms 13 ms
6 17 ms * 142 ms
7 18 ms 17 ms 14 ms
8 17 ms 17 ms *
9 114 ms 66 ms 72 ms
10 16 ms 17 ms 17 ms

Trace complete.

Although the spikes do show through external testing, it does seem to be more frequent in-game. Spikes appeared when testing on multiple devices.

Responses

XfinityVianney

Official Employee

•

1.9K Messages

1 month ago

Hello @user_gl6bbd

Thank you for creating a new post. I appreciate you reaching us here via forums. I'll be glad to help troubleshoot this further. I see you reached out via direct message, and I'll follow up there shortly. As a quick heads up, I wanted to remind you that sending an unsolicited message to our team is a violation of the community guidelines. We ask that you please wait for our reply on your post, so we can ensure we properly track all the incoming messages and posts. I am grateful for your understanding. No biggie, just a reminder.

0

U

user_55hwc2

1 Message

26 days ago

I am seeing this as well. Curious on the resolution here.

1

0

XfinityJamesC

Official Employee

•

1.9K Messages

Greetings, @user_55hwc2! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having similar latency issues with your own connection, but you have definitely come to the right place for assistance.

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.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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.
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24 days ago

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EG

Expert

•

108.3K Messages

23 days ago

@user_gl6bbd @XfinityVianney @user_55hwc2 @XfinityJamesC

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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XfinityVianney

Official Employee

•

1.9K Messages

23 days ago

Hi @EG, I worked with @user_gl6bbd and did some basic troubleshooting steps on my end as we started, like completing an account refresh and a general provisioning signal to help clear up any possible hiccups. After this, @user_gl6bbd expressed they saw improvement right away. We then followed up with them over the next week, and they confirmed everything was back to normal. That said, no major changes or equipment swaps were needed. I didn't get to close the case, but I wanted to provide feedback and updates for the thread.

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user_gl6bbd

Intermittent Latency Spikes

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user_55hwc2

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