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Super high ping latency (3000+ ms to google.com) (Sunnyvale, CA)

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Regular Visitor

Super high ping latency (3000+ ms to google.com) (Sunnyvale, CA)

My home internet with Xfiniy has not been great these weeks.  Initially I noticed the internet is intermittent, later I found out ping to google.com is super high in latency and is most likely the issue.

 

It usually happens randomly throughout the day, afternoon is the worst.  When it happens, it lasts from tens of seconds to a few minutes, it happens tens of times a day.  This is making remote meetings / working particularily hard.

 

Calling 1-800-xfinity or getting help from online chat hasn't been helpful, no human is actually responding, so I'm here to try my luck to see if this can be resolved.

 

My cable modem make and model is: Arris SB8200.

Ping is looking like this (picture) or this (picture).

Modem power levels is this (printed PDF from http://192.168.100.1).

 

I've also learned bandwidth for cable internet is 'shared among neighbors' so if everyone is using, congestion is expected.  Given everyone is WFH and might be dialing into meetings, could this be the cause?  If yes, is there any solution?  Would non-cable based internet provider suffer the same?

 

If this high latency continues and can't be resolved I'll have to say sorry to Xfinity even I like it most of the times but switch to some other internet providers.

 

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Expert

Re: Super high ping latency (3000+ ms to google.com) (Sunnyvale, CA)

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. And the downstream power is on the weak side. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Regular Visitor

Re: Super high ping latency (3000+ ms to google.com) (Sunnyvale, CA)

Thank you so much!  I removed one splitter, those numbers look better: updated power level.  After that, I power cyclyed the modem (unplug, wait for a minute, and plug it back in) and gave it a try today.

 

However, erratic pings (latency > 2 seconds) still happened several times a day:

around 2:45pm, intermitent for ~20 mins (screenshot)

around 3:05pm, intermitent for ~15 mins (screenshot)

around 4:20pm for ~10 mins (screenshot

 

I didn't include pings that are around hundreds of ms, which are also not ideal and happen to be like 5 to 10 times during the day lasting say up to 5 mins.

 

Is this expected?  Is there anything I, or Comcast could do to improve this?  Thanks!