Visitor
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3 Messages
High ping in evenings (tracert >100ms to first external hop)
I have had consistently high ping to any service in the evenings. This ranges from starting at as early as 5pm to as late as 11pm. During the day I tracert 8.8.8.8 at sub-30ms readily. During these windows I will reach as high as 120ms ping. This has only been an issue since September 2025. Previous service has been great.
I have tried the following steps to resolve this issue during these windows (many have been tried multiple times):
- restarting routers
- factory resetting routers
- firmware/software updates on routers
- etherrnet/wifi change in cables, connection point, and distance
- machine restart/software update (PC)
- service endpoints (game, tracert, speed test sites)
I'd like to connect with the appropriate technician to share the data I've been acquiring and resolve this issue.
XfinityEricB
Official Employee
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2.6K Messages
1 month ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" If necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person".
Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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EG
Expert
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114K Messages
1 month ago
The concern is not "accessibility / disability" help related............ Topic moved here to the proper help section.
@user_abl6j1 @XfinityEricB
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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