Skip to main content
user_meq0yf
1st Topic

Visitor

 • 

2 Messages

Sunday, February 22nd, 2026 6:25 PM

How can I report an issue?

My roommate tells me that he has been frequently experiencing high gaming latency, sometimes with 200ms ping. He asks me to report the issue and find some xfinity technician to fix the problem in person. After searching for an entire day, I still couldn't find an entry point on Xfinity for reporting related issues. The Xfinity Assistant is no better than an idiot. There is indeed an entry point for reporting issues, but it doesn't allow you to describe the specific problem, and the selectable options are clearly unrelated to what my roommate is experiencing. So I really want to know how Xfinity was designed — is there actually an entry point like this for reporting problems and finding a technician to carry out repairs?

Question

 • 

Updated 

13 days ago

20

2

0

Oldest First
Selected Oldest First
EG

Expert

 • 

116.4K Messages

13 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

0

XfinityNatalie

Official Employee

 • 

609 Messages

13 days ago

Hey there, user_meq0yf! We appreciate you posting on our XFINITY Community forum. I know how important it is to ensure you have a stable connection at all times, especially when your roommate is gaming too. Not to worry, you have reached the right team to assist you!
Could you please connect your modem, hardwired to a PC or the gaming system, then run a speed test at XFINITY Speed Test, and paste the screenshot results here?

 

2

0

user_meq0yf

Visitor

 • 

2 Messages

@XfinityNatalie​ 

Sorry, due to some issue I can not insert images. Though, here is the test result:


Download Speed: 316.3 Mbps

Upload Speed: 60.3 Mbps

Latency: 15 ms

Protocol: IPv6

Host: Boston, MA

I know it looks good, but my roommate still wants a technician to check the device and network in person. He is still experiencing high gaming latency from time to time.

Thumbs up

Reply

13 days ago

0

XfinityNatalie

Official Employee

 • 

609 Messages

@user_meq0yf, I totally understand! We can dig further into this connection issue. Please 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. 
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Thumbs up

Reply

13 days ago

0

forum icon

New to the Community?

Start Here