Ongoing Latency, Packet Loss – Escalation Requested

Subject: Request for Escalation – Ongoing Internet Performance Issues

Hello,

I am experiencing persistent internet performance issues that continue to affect both wired and wireless devices, despite multiple support interactions and technician visits.

Key Symptoms:

• Lag, choppy audio, and video freezing during Microsoft Teams meetings on a wired laptop during the day
• Various smart devices frequently disconnect or enter setup mode
• Video streaming on Wi-Fi devices frequently buffers or stutters
• Intermittent lag, choppiness or buffering when streaming at night

Service History:

• Initial technician visit: Modem was replaced following complaints of smart device instability.
• Second visit: Technician verified signal corrected something to do with MOCA
• Third visit (May 2, 2025): Technician reviewed a detailed technical log I provided but stated that no further action could be taken.

What I’ve Documented:

• Latency spikes exceeding 400–900 ms, including during work-critical hours
• Packet timeouts and jitter that directly correlate with video/audio degradation
• Modem diagnostics show uncorrectable errors on the primary downstream channel

I can provide a clear technical summary with time-stamped evidence and signal readings to support this escalation request.

Requested Action:

Please escalate this issue to Tier 2 technical support or network engineering to investigate potential:

• Line or signal quality issues
• Noise, ingress, or upstream congestion
• Node-level instability affecting service reliability

This issue continues to affect my ability to work remotely and maintain a reliable home connection. I appreciate your assistance in driving this toward resolution.