Broken Hops/Servers

Question

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?

XfinityGabriel · Answer

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?

Aceq2jot · Answer

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

Your Home Network

zum350

Broken Hops/Servers

XfinityGabriel

Aceq2jot

New to the Community?