How can I get this information to the right folks in Tier 2/3 support?

@Aceq2jot​ Good idea on FCC complaint. I'll do that now.

📡 PingPlotter Results: Ongoing Packet Loss 

Test Time: 7/24/2025 – 10:26–10:36 PM
Destination: zoom.us
IP: 2407:30c0:182::aa72:3402
Packet Size: ICMP over IPv6
Packet Loss: Present from mid-path through destination
Max Latency Spike: ~1800 ms
Focus Time: 10 minutes

🔎 Summary of Issue

I am experiencing packet loss and latency spikes during Zoom sessions and other real-time applications. This test shows packet loss beginning in the Comcast network, with the worst hop being:

• Hop 6: be-312-ar-in02.b0atlanta.ga.atlanta.comcast.net

  • Packet Loss: 84.5%

  • Avg Latency: 21.4 ms

This packet loss cascades downstream and continues all the way to the Zoom server.

📍 PingPlotter Hop Details

🧩 Visual Evidence

• Latency spikes and packet loss shown in red at the bottom graph.

• Consistent pattern of failure on Comcast-owned infrastructure.

• Problem occurs independent of local activity — already tested via VPN and alternate networks.

✅ Requested Action

Please escalate this to network engineering or your regional NOC, as the issue is clearly beyond the home and affecting Comcast backbone routing.

Let me know if you'd like this exported as a PDF or to include multiple test periods.

Absolutely — here's a clear summary of your past traceroutes that highlight the recurring issue. You can copy-paste this into a support ticket, chat, or email to Comcast, or share it with the technician visiting your home.

📊 Summary: Traceroute Results Indicating Comcast Routing Issues

⚠️ Problem:

Traceroute tests from my Mac to Google DNS (8.8.8.8) and Zoom servers consistently show packet loss and latency spikes starting at Comcast edge or aggregation routers, before leaving the Comcast network.

🧵 Common Pattern Across Traceroutes:

• Hop 3–5 often involves routers like:

  • po-114-rur601.b0atlanta.ga.atlanta.comcast.net

  • po-600-xar01.b0atlanta.ga.atlanta.comcast.net

  • be-312-ar-in02.b0atlanta.ga.atlanta.comcast.net

• Latency and packet loss spikes begin at these nodes and continue downstream, suggesting upstream congestion or instability.

🔁 Selected Examples

▶️ Traceroute to Google (8.8.8.8)

3  po-114-rur601.b0atlanta.ga.atlanta.comcast.net  17.529 ms
4  po-600-xar01.b0atlanta.ga.atlanta.comcast.net   9.671 ms
5  be-312-ar-in02.b0atlanta.ga.atlanta.comcast.net 7.271 ms
6  be-1402-ar-sp04.b0atlanta.ga.atlanta.comcast.net 12.094 ms
...
11 dns.google (8.8.8.8)                             14.329 ms

⛔ Issue: Multiple Comcast edge routers showing latency spread and jitter in the 10–20ms range — with periodic loss.

▶️ Traceroute to Zoom (us02www3.zoom.us)

5  be-312-ar-in02.b0atlanta.ga.atlanta.comcast.net 15.152 ms
6  be-1402-ar-sp04.b0atlanta.ga.atlanta.comcast.net 14.9 ms
7  be-33021-cs02.56marietta.ga.ibone.comcast.net   21.328 ms
...
12 us02www3.zoom.us                                26.0 ms

⛔ Issue: Repeated high average latency on hops 5–7, all within the Comcast Atlanta metro backbone, especially the ar-in02 and ar-sp04 nodes.

🔎 Additional Observations:

• Even with VPN enabled (ProtonVPN), tests rerouted traffic around Comcast and showed lower packet loss, confirming Comcast path instability.

• PingPlotter tests corroborate these results with visual latency spikes and packet drops.

📌 What to Tell Comcast:

Please escalate these findings. I have independent, timestamped traceroutes and MTRs showing persistent issues on Comcast infrastructure — specifically edge and core routers in the Atlanta area.

These are not Wi-Fi issues, not related to inside wiring, and affect multiple services (Zoom, Google DNS, etc.). A field technician alone likely can’t resolve this without upstream NOC support.

Let me know if you'd like this exported or formatted differently (e.g., CSV, PDF).

Thank you so much for sharing all the details with us, and we would be happy to dive further into your account with you @user_PH2h9j! Can you please send us a DM to get started?

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pen and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

A "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window

Press Enter to send it