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slymemo
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09/15/2026 8:55 PM

Issues with high ping and connection stability

Hello, 

I need to request for a technician to check the external connection/line to see if there are any issues. It says I am getting the correct speeds. But whenever I try to play a game over this connection at my new apartment the ping spikes every couple minutes and my speed temporarily fluctuates. I never had this issue before at my old apartment using Xfinity. So I think there may be an issue with the Xfinity line. I already swapped gateways multiple times so I don't think it's a hardware issue.  Would appreciate a followup. 

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1 month ago

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EG

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1 month ago

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slymemo

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As recommended I've looked into the troubleshooting page 

1. I've Reset my gateway several times which resolves the issue temporarily before the connection suffers again

2. I cannot check my signal levels on the xb8 gateway, maybe that's something you can check on your end

3. Coaxial cabe needs to be examined by a technician to assess if there are issues in the wiring, not something I can do on my end.

4. I ran a trace route and posted my results below. I don't know if this is normal.

Is don't believe there is much else I can do on my end. If someone from Xfinity customer support can help I would greatly appreciate it because this whole experience has been frustrating.

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1 month ago

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slymemo

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And I am using Ethernet for this, not wifi

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1 month ago

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Nw4444

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@slymemo​ I started having the exact same issue out of no where yesterday.  Went and got a new modem and still have the same problem.  What did you do?

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1 month ago

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XfinityCliff

Official Employee

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796 Messages

Hello @Nw4444, and thank you for sharing your concern here on the Xfinity Community forum!

As @EG has already helpfully pointed out there are some steps you can take to troubleshoot your network.  

You can also use the Xfinity App or the Xfinity Assistant to help troubleshoot your connection as well.  Both can walk you through the same type of troubleshooting for your connection and even schedule a technician if it is needed.  

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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1 month ago

XfinityDemitrius

Official Employee

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3.1K Messages

1 month ago

Hey @slymemo, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out and share some troubleshooting steps that you have already taken and looking at the document @EG provided.

With using the Xfinity xFi Gateway (XB8), you should be able to pull the current signal levels for review. You can learn how to access by visiting our 'Allow Xfinity WiFi Gateway Admin Tool online access using the Xfinity app' support page.

Are you able to log in and provide the signal levels for the modem?

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