Broken Hops/Servers

There are multiple broken hops that are constantly affecting my internet and I have consistent packet loss as well as latency that spikes multiple times per minute. The two hops are at these IPs 68.87.231.125 (be-11-ar01.area4.il.chicago.comcast.net) and 96.216.150.113 (be-501-arsc1.area4.il.chicago.comcast.net) and they need to be taken care of. When running a ping test to these hops, they return times of 250+ ms multiple times per minute and I am constantly routed through these hops. I have spent hundred of hours and hundreds of dollars trying to troubleshoot these problems and the techs that have come out have not been receptive to this information or say that they cannot do anything about it because that isn't their jurisdiction. I have been going over my allotted bandwidth because of all of the testing I've had to do too. Customer of 25+ years and it's been happening for 6+ months, can someone please check on these hops/servers?

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XfinityGabriel

Official Employee

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2.2K Messages

25 days ago

zum350, Hi there! Thanks for reaching out. We are very grateful for your business and for doing those tests. As a paying consumer myself, I understand the importance of paying for service and receiving reliable service in return. I am sorry to learn about this experience. You've reached the right team of experts to get this fixed over social media. We can help. Thanks for sharing this information about the hops and ping tests. In addition to these tests, if you were to run an internet health test like in this link here via the Xfinity app, what results does it pull for you?

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zum350

Visitor

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2 Messages

I have done this test and far more. The issue lies with comcast/xfinity. I see now that multiple people are posting about the same issue. You could make a lot of paying customers happy by addressing and fixing this problem.

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25 days ago

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XfinityJon

Official Employee

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117 Messages

Hey there zum350!

I absolutely can understand the frustration with this, and again we do appreciate all your efforts thus far. We certainly appreciate you being a customer for over 25 years, and I want to make sure we get this looked into and resolved. In order for me to assist better I would just need to gather some more information.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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Type your message in the text area near the bottom of the window and press Enter to send it.

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25 days ago

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Aceq2jot

Contributor

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124 Messages

25 days ago

I you look back a couple of pages you will see all sorts of people have posted the same problem including myself.

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EG

Expert

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110.4K Messages

24 days ago

@zum350 @XfinityJon

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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Your Home Network

zum350

Broken Hops/Servers

XfinityGabriel

zum350

XfinityJon

Aceq2jot

EG

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