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High Ping/Lag for Gaming

New Poster

High Ping/Lag for Gaming

This happened few days ago and after doing some troubleshooting, it went away by itself yesterday. It came back today.


I'm experiencing really bad lags while gaming online. This is due to high ping. I used a tool called PingPlotter to show the ping results across the hops. See picture below


The second hop to IP is over 400ms. Using whois, this is a comcast server.


I know this is not a problem with my home network because the same thing happened yesterday and I didn't change anything in our home network and the problem went away.


Help! Do I need to call Comcast?




New Poster

Re: High Ping/Lag for Gaming

I don't know why the screenshot won't display Smiley Sad


Gold Problem Solver

Re: High Ping/Lag for Gaming

Wifi or Ethernet?

Please see Connection Troubleshooting Tips. If you still need help, please provide Information Requested for Connection-Related Posts. If you are using Wifi it's best to switch to an Ethernet cable connection if possible while measuring speed and checking the reliability of your connection to Comcast.

New Poster

Re: High Ping/Lag for Gaming

Thank you. I'm connected through ethernet. Here is the picture of upstream and downstream power from the gateway:


The gateway that I have is ARRIS SVG2482AC.


Also, I ran traceroute from my Mac (as you can see, the ping is over 400ms, should be no more than 60-80):


Traceroute has started…


traceroute to (, 64 hops max, 72 byte packets

1 (  2.715 ms  2.896 ms  1.573 ms

2 (  429.553 ms  449.643 ms  464.816 ms

3 (  192.449 ms  16.060 ms  14.902 ms

4 (  15.143 ms  11.744 ms  12.923 ms

5 (  21.744 ms  184.972 ms  207.685 ms

6 (  102.001 ms  52.521 ms  40.135 ms

7 (  70.010 ms  279.453 ms  413.100 ms

8 (  426.897 ms  445.791 ms  460.036 ms

9 (  469.982 ms  298.973 ms  380.041 ms

10 (  398.987 ms  440.242 ms  438.674 ms


Please let me know what additional information you need.


Gold Problem Solver

Re: High Ping/Lag for Gaming

@fchangus1 wrote: ... traceroute to ...

The power levels and SNR values you posted look good, but the gateway has 24 downstream channels and you only posted 5 of them. It would have been helpful to see the remaining channels and the gateway's error log as well.


I don't know what to make of the wide variation in ping times in your traceroute and in your earlier Pingplotter results. Perhaps noise in the upstream channels?

I'd call Comcast at the phone number on your bill or 1-800-Comcast, or chat with them using the Internet Support option at and report the problem. If they can't fix it remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

Official Employee

Re: High Ping/Lag for Gaming

Hey there, fchangus1, thank you for reaching out here on the forums. I'm sorry to hear about the internet issues you're running into! I'd be happy to help review this further with you. To get started, please send me a PM with your first and last name. Thank you! 

To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”

I am an Official Comcast Employee.
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