My Ping Spikes Every 10-15 Minutes.

My ping is spiking every 10 to 15 minutes. It has been doing so for several months but I have not gotten around to contacting Xfinity about it until now. I notice it the most when playing games or streaming shows on my PC but also notice it on my smartphone and smart TV. I have tried resetting my modem and troubleshooting online. Nothing has worked. This happens even when I have no programs running on my PC. I used the app PingPlotter and just like I noticed when playing games, my ping spikes from the normal 20-50 to 1500+ at almost regular intervals of 10-15 mins. My upload and download speeds are okay (130Mbps down and 73Mbps up). I typically use a TP-Link ethernet adapter to connect ethernet to my PC upstairs (my modem is downstairs) but have also tested PingPlotter and gaming/streaming with Wifi and experienced the same issue. My connection never hard drops though, and after a 5-10 seconds of spiking my ping returns to normal. What can be done to fix this?

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XfinityDena

Official Employee

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2.7K Messages

2 days ago

@user_u169jx

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working!

What troubleshooting steps have you taken?

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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user_u169jx

3 Messages

I have already tried your "learn how to troubleshoot" from the Xfinity assistant on the website and on the App. Nothing has worked. I have also talked a live agent named Peram through a chat on the Xfinity website and he was unable to help me. He informed me that another team of his would "help fix the problem in real time" and would get back to me in one hour time. This was 3 days ago. No one has gotten back to me by text, call, or email through my private or comcast email as he said they would. I'm sure you can understand how this is frustrating. Is there something you can do to actually help me?

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13 hours ago

0

XfinityMarcos

Official Employee

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2K Messages

user_u169jx, I apprecaite you trying those self-service steps, working with our chat team, and for being so detailed in your messages here. Let's roll up our sleeves and dive in to find a resolution. I'd like to review any potential tickets, and your signal levels. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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12 hours ago

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user_u169jx

3 Messages

Done. I am awaiting their response.

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10 hours ago

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user_u169jx

My Ping Spikes Every 10-15 Minutes.

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