How do I Report a Faulty Node/Server Causing Excessive Packet Loss?

Apologies in advance if my terminology is off as I'm not a programmer or engineer, but for the past 6 months, I have had bizarre and very noticeable lag that didn't appear in common entry level diagnostic tests. Eventually, after reporting the issue to several game developers, one suggested that I use a program called PingPlotter to record where my data is being routed. I don't want to waste time recording information for all my web traffic, but I have noticed my data being run through a server called twelve99.net. This single server (company?) appears to be the root cause of the problem. If you Google them, you will find tons of user complaints, mostly from other gamers, who I suspect are inherently more likely to notice such packet loss as it manifests in gameplay very obviously (rubberbanding, freezing/skipping in place for 10-15 seconds, etc.) The developers I talked to said I would need to report the issue to my ISP, but from everything I've checked, there isn't a formal or official manner to actually do this. I'm not even sure what remedial options there are. Can this server be removed from the route? Can the underlying issue causing packet loss be resolved?

In the interim, I have partially alleviated the issue by using a VPN that does not route through this server.

I don't see an attach file or insert image option here, but I recorded two separate sessions in PingPlotter and I am happy to provide the data.

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DanOfOrange

Visitor

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4 Messages

22 days ago

Not sure why I couldn't attach an Image in OP, but here is an example of the routing issue.

XfinityRichard

Official Employee

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3K Messages

Hi there, @DanOfOrange ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. As a gamer I definitely understand your concerns regarding the issues you are experiencing. Please be assured you reached the right person to assist you and to get this escalated to the correct department. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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20 days ago

DanOfOrange

Visitor

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4 Messages

Update: I reached out to Xfinity Support per instructions. They weren't wiling to allow me to upload my PingPlotter data and insisted on having a tech visit. I am having a data routing issue involving specific packets to specific servers, so obviously the issue was not something that is easily fixed. The tech changed some things and opened a ticket. I'm not sure what was done behind the scenes, but I am still experiencing catastrophic packet loss, about 50-60% of packets, sent through twelve99.net nodes. When I play certain games without a VPN, I notice significant rubberbanding and stuttering that is not hardware related. Using a VPN addresses the issue, albeit at the cost of slightly higher ping.

I don't know how to escalate this further, but I think it's pretty obvious that this is not an ordinary service issue.

I sent these to support since I can't upload .pp2 PingPlotter files here, but in the first tracert test, I'm on a VPN. In the second, I'm not. You can see clear packet loss with the single column *s in rows 9 and 12.

(edited)

5 hours ago

DanOfOrange

Visitor

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4 Messages

3 hours ago

Another update: appears support does not understand the issue enough to escalate to the correct people. Difficult to tell if there even is an escalation process. I will be escalating this issue with my contacts at Comcast. Once again, while I fully understand the need to have processes and filters in place to route more civilian inquiries, this is anything but. The inability to connect to the right people to report a serious issue is troubling.

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DanOfOrange

How do I Report a Faulty Node/Server Causing Excessive Packet Loss?

DanOfOrange

XfinityRichard

DanOfOrange

DanOfOrange

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