FFC Complaint Ticket No. [Edited]

Hello,

After several months of ongoing issues with packet loss, I’ve exhausted nearly every available avenue of support and still have not been connected with someone capable of resolving the root cause. From the beginning, I identified where the problem was occurring. Despite that, multiple Comcast representatives—both phone and field support—have failed to acknowledge the core issue or take meaningful action. In many cases, my calls and emails were never returned.

Before filing an FCC complaint, I attempted to have a ticket opened with Network Operations (NOC), and was told that wasn’t possible. Since then, the response has been underwhelming at best and dismissive at worst—especially for a long-time customer of over 5 years.

Here are the facts:

• I measured 0.3 amps on the coax line entering my home. Field techs insisted this was "normal," despite clear evidence that it was degrading connection stability.

• When a tech connected the coax directly to his truck (bypassing my home), it read 0 amps, and ping stability dramatically improved—from 20–60ms spikes down to 5–10ms.

• Despite being told nothing could be done to reduce this amperage, I hired a licensed electrician. He corrected the issue, and now the line reads 0 amps. Ping stability has improved noticeably since.

• However, packet loss still persists.

• I’ve traced the problem to the specific node where the issue originates—but I have no ability to get in contact with anyone on the Network side who can actually resolve it.

What’s most frustrating is that I’ve consistently been correct in identifying and resolving these problems myself, yet have received little to no meaningful help from Comcast’s side. If Comcast’s own personnel were as thorough and attentive, these issues would’ve been resolved years ago.

My Requests Are Simple:

1. Put me in contact with someone from Network Engineering or a Network Engineering Manager who can directly address this packet loss at the node level.

2. Provide an avenue for reimbursement or submission of the bill for the electrician I hired to fix what Comcast field technicians failed to correct over the last 5 years.

Please do not respond with generic apologies or troubleshooting questions—I’ve been through them all. I need direct escalation to someone with the access and authority to take action on this issue.

Thank you.