Solution:

When reporting a latency issue, it is important to capture the information below:

• Internet Service Provider - The ISP which you use to connect to the Internet. (Example: Comcast, AT&T, Surewest, etc)
• What type of connection is being used. (Example: T1, Cable, DSL, etc)
• Location - Your physical location. (Example: Sacramento, CA)
• Traceroute:
  • How To Do a Traceroute in Windows:
    1. Do one of the following:
    • On Windows 7: Go to the Start menu, then type cmd into the Start Search or Search programs and files field and press enter.
    • On Windows 10: Type cmd in the Type here to search field on the taskbar, then press the enter key.
    2. Type the following command in the Command Prompt: tracert [sitename].webex.com (Example: tracert abc.webex.com).
    3. Press Enter.
       
       You will see a series of numerical rows or may see rows full of asterisks (*) after the trace is complete.
        
    4. Copy the content from the Command Prompt:
       1. In the top left corner of the Command Prompt window click the MS DOS (it is usually displayed as C:\) icon.
       2. Select Edit > Select All.
       3. Click on the MS Dos icon again, then select Edit > Copy.
       4. Open Microsoft Notepad or Word, then select Edit > Paste.
       5. Save the file.
• Speedtest results from a site such as http://www.speedtest.net

After gathering the information above, contact Webex Technical Support for further assistance, see:

• WBX162 - How Do I Contact Webex Customer Services or Technical Support?