Packet Loss, Jitter & Latency Issues

We are in a part of Baltimore County that just had Xfinity infrastructure installed. We jumped at the chance to get high-speed internet installed in our home and signed up for 1G service for 5 years. It's brand new provisioned EPON. It's proved to be terribly unreliable. We work from home and can barely conduct Teams or Zoom meetings, streaming is no better than when we were on TMobile home internet. 

I've hired IT professionals to come out and diagnose the issue. I've run my own tests. Our install tech worked with us for weeks and no one at Xfinity wants to help or acknowledge the issue. 

We’ve isolated intermittent packet loss and jitter to an upstream Comcast routing hop. Direct testing at the gateway is clean locally, but TCP-based path testing shows intermittent latency variation and micro-loss affecting real-time UDP applications like Zoom. Teams tolerates it better due to buffering, but Zoom is exposing the instability. We need escalation to network engineering to evaluate routing stability, jitter, and edge node behavior.