How to get support for dropped packets?

@EG  I am using ping purely for the dropped packet analysis.

@XfinityThomasC  Generally worse in the mornings, when it's just me doing normal home office stuff (I am IT staff, telecommute). I'm not sure what the latency tells us here, but for the record it's typically 11-12ms. Speed test is usually 350mbps down or thereabouts, up is around 20mbps, but I haven't checked in a while and am not at home right now.

This is a fairly recent development, the last month or so.  

@bocarat When would you be home?

@XfinityDena  Thanks. I am out of town for 10 days but will reply back. I was home briefly yesterday morning though and stability was terrible.

Good Morning, @bocarat I'm sorry to hear that your stability was terrible. Once you get back from out of town, please reach back out so we can get your service issues addressed.-Richard

Hey Xfinity folks, I am back, and having a terrible time this morning. Over an hour I had a 3% packet loss, followed by what seemed to be a 30+ second complete drop just now that kicked me off a work call with a customer that was pretty bad. Please LMK what I can do from my end.

I run pings 24/7 and these issues are intermittent - it can be fine for 8 hours plus, 0% loss, then gets flakey for a while, repeat. No packet loss to the router over wifi.

Unfortunately, your tech was unable to read numbers on a mailbox, went to the wrong address, and when I drove out there to find him after I got a text he rudely refused to come to my house saying "Google Maps" says it's here, and to reschedule, before driving off. Easily the the worst customer experience I have ever had with Comcast, and I have had quite a few interactions over the years. Now rescheduled for Thursday morning, after 2-3% packet loss until 10am this morning, just like every other morning. Shocked.

I think my situation is actually worse than I realized. I dropped the ping timeout from the Windows default of 4 seconds to 1 second and I'm hitting 12% loss this morning.

Greetings again, @bocarat! I'm sorry to hear that replacing the drop and all connectors did not improve the packet loss issue. Did the technician offer any follow-up steps, or did they just want you to schedule a return visit if the problem was still occurring? We want to make sure we stay on top of this, so it doesn't get incorrectly categorized as a resolved issue.

As far as the ping command, can you tell me a little more about what's happening? My documentation suggests the ping loopback address should be 127.0.0.1, but I'm not sure if that is for a different kind of ping test than the one you're running.

Thank you for clarifying, @EG! I was wondering why there wasn't any documentation about pinging the web server. It's possible that functionality was incorporated into the automated processes that are now handled by the Xfinity app. 

@XfinityJamesC​ 

Quite welcome !

3% overnight packet loss to comcast .net. 

Ping statistics for 23.76.62.119:
    Packets: Sent = 4176, Received = 4019, Lost = 157 (3% loss),
Approximate round trip times in milli-seconds:
    Minimum = 13ms, Maximum = 172ms, Average = 22ms

Except......157/4176 is actually 3.76%, so Windows pings truncates decimals.....so that's nice.

Anyone know why comcast.net averages 22ms, while cnn.com is 14ms? How is that possible?

Are there internal comcast servers I can ping instead? Or try and find it using tracert?

Are any Xfinity techs on here going to do anything to help at all, or is this just a place for customers to vent?

So if I start pinging all the comcast servers identified by tracert I should be able to track down where the packet loss is occurring, right?

tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [23.79.184.200]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  10.0.0.1
  2    17 ms    16 ms    15 ms  100.92.147.2
  3     *        *        *     Request timed out.
  4    12 ms     6 ms    14 ms  po-314-400-rur902.southside.fl.jacksvil.comcast.net [96.110.1.57]
  5    17 ms    14 ms    13 ms  po-900-xar02.southside.fl.jacksvil.comcast.net [96.108.89.249]
  6    14 ms    17 ms    15 ms  ae-26-ar02.westside.fl.jacksvil.comcast.net [96.108.89.237]
  7    24 ms    26 ms    26 ms  50.144.63.2
  8     *        *        *     Request timed out.

Staring with #6 I still get 2.4% packet loss. I'll work back from there

Hitting 96.108.89.249 drops packet loss to 1.5% over the last 4.5 hours, so something bad between #5 and #6. #4 next....

OK, so found the issue on your side:

tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [2600:1402:9800:d88::1b62]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  2601:346:1:b6e0:7213:1ff:fef3:a4f7
  2    14 ms    13 ms     9 ms  2001:558:1022:68::2
  3    11 ms    14 ms    14 ms  po-314-399-rur901.southside.fl.jacksvil.comcast.net [2001:558:192:ff49::1]
  4    11 ms    15 ms     5 ms  po-900-xar01.southside.fl.jacksvil.comcast.net [2001:558:190:150::1]
  5    36 ms    33 ms    20 ms  ae-26-ar02.southside.fl.jacksvil.comcast.net [2001:558:190:15c::1]
  6    40 ms    19 ms    18 ms  2001:55c:7000::8a
  7    20 ms    18 ms    20 ms  vlan102.r02.spine101.atl01.fab.netarch.akamai.com [2600:1402:7800:303::1]
  8    20 ms    18 ms    20 ms  vlan102.r07.leaf101.atl01.fab.netarch.akamai.com [2600:1402:7800:507::1]
  9    18 ms    19 ms    15 ms  vlan107.r15.tor101.atl01.fab.netarch.akamai.com [2600:1402:7800:1a0f::1]
 10    22 ms    33 ms    18 ms  g2600-1402-9800-0d88-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1402:9800:d88::1b62]

I have run pings for hours against rows 1-4.

1-3: 0% packet loss

4:     1.3-1.5% packet loss.

Is anybody even reading this?