Your 2 Chat techs deleted my network trying to fix it

You can see it dropping here:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|           Destination host unreachable. -    1 | 2233 | 2229 |    0 |    2 |  113 |    2 |
|                           10.138.221.66 -    1 | 2221 | 2214 |    5 |   17 |  109 |   23 |
|po-322-327-rur401.tacoma.wa.seattle.comcast.net -    1 | 2222 | 2216 |    5 |   15 |  132 |   14 |
|po-2-rur402.tacoma.wa.seattle.comcast.net -    1 | 2225 | 2220 |    5 |   16 |  117 |   18 |
|po-400-xar02.tacoma.wa.seattle.comcast.net -    1 | 2229 | 2225 |    4 |   16 |  113 |   16 |
|be-303-arsc1.seattle.wa.seattle.comcast.net -    1 | 2229 | 2225 |    7 |   19 |  181 |   14 |
|be-36141-cs04.seattle.wa.ibone.comcast.net -   21 | 1234 |  977 |    0 |   16 |   91 |   10 |
|           Destination host unreachable. -    7 | 1824 | 1714 |    7 |   17 |  195 |   16 |
|                          50.242.149.178 -    1 | 2219 | 2212 |    8 |   23 |  162 |   14 |
|              ae1-br02-eqse2.as57976.net -    1 | 2214 | 2206 |   57 |   71 |  184 |   72 |
|                   No response from host -  100 |  453 |    0 |    0 |    0 |    0 |    0 |
|         et-0-0-1-pe01-evch1.as57976.net -    1 | 2218 | 2211 |   57 |   70 |  173 |   65 |
|                           137.221.67.63 -    1 | 2217 | 2210 |   57 |   69 |  184 |   63 |
|                   No response from host -  100 |  453 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  453 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  453 |    0 |    0 |    0 |    0 |    0 |
|                           66.40.178.247 -    1 | 2217 | 2210 |   57 |   69 |  195 |   72 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Thanks for posting on our Community Forums for assistance, user_dzf4s6. I would be upset too if I had a support experience like that. I sincerely apologize. And I would also like an opportunity to help resolve your connectivity concerns. To start, I would like to ask some questions to have a better understanding of what's going on. What troubleshooting steps have you taken so far? Did we reboot the modem manually or through the Xfinity App? Did you check the coaxial connection on both ends (wall plate and modem) to make sure it's tight? When the connection drops, is the modem rebooting? Or is it just the Wi-Fi/Ethernet connectivity that gets lost? Is this affecting all of your devices? 

I powered down the modem several times, checked the physical connections. We actually got a new modem because of this about a year ago with no change, bought it from Xfinity after a tech came out and did something to the wiring. The modem is not rebooting when it drops, wifi still says connected but no internet. It affects tv, computers, laptops. 

I am worried about your tech. He deleted our wifi network working on it. Spent 4 hours today with your techs, well 3 with them and another hour recreating our wifi network. I am concerned he was either malicious, or intentionally did this. WHY would my wifi network be deleted after I he asked for the modem MAC address and asked me to wait while he working on it?

Also here is a WinMTR (traceroute) for the last 30 or so minutes that shows a comcast node losing 23% of the packets.  I googled it and many others have problems with that same node or whatever it is:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                                10.0.0.1 -    0 | 2531 | 2531 |    1 |    2 |   48 |    5 |
|                           10.138.221.67 -    0 | 2531 | 2531 |    4 |   14 |   94 |   22 |
|po-322-328-rur402.tacoma.wa.seattle.comcast.net -    1 | 2527 | 2526 |    4 |   14 |   52 |   21 |
|po-400-xar02.tacoma.wa.seattle.comcast.net -    0 | 2531 | 2531 |    4 |   15 |   94 |   11 |
|be-303-arsc1.seattle.wa.seattle.comcast.net -    0 | 2531 | 2531 |    7 |   19 |  161 |   17 |
|be-36111-cs01.seattle.wa.ibone.comcast.net -   23 | 1343 | 1041 |    7 |   16 |   89 |   15 |
|be-2112-pe12.seattle.wa.ibone.comcast.net -    1 | 2523 | 2521 |    7 |   17 |   93 |   17 |
|                          50.208.235.222 -   35 | 1082 |  714 |    8 |   19 |  105 |   15 |
|                          108.162.243.39 -    0 | 2531 | 2531 |    8 |   21 |   94 |   18 |
|                            104.21.5.136 -    0 | 2531 | 2531 |    7 |   17 |  105 |   15 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

@user_dzf4s6
While I cannot speak for the representative, I can tell you that those MTR results are misleading. Those ibone hops do not always respond to ping and traceroute packets as those packets have a really low priority among the incredible amount of data that they manage. All the MTR is telling you is whether that hop responded within a specific timeframe. Since all of your packets made it to the destination, we can conclude that there was no packet loss. 

With all of that being said, you are seeing real issues. Those symptoms are what we would like to focus on. I would like to look at the signals and the network equipment in your area. Please, send a DM to Xfinity Support with your full name and address to get started.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary
•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging
•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