Persistent packet loss and latency spikes – modem and coax already replaced

Hi

I have been experiencing persistent packet loss, significant latency spikes, and an unstable Internet connection.

I have already worked with Xfinity support and performed extensive troubleshooting. The Xfinity gateway has been replaced with a new unit, the coax cable inside the house has been replaced, and the connection has been tested directly without my own router or Wi-Fi.

I have also collected extensive logs from simultaneous network tests. Based on these tests, the problem appears to be outside my home network, rather than with my router, Wi-Fi, computer, or the Xfinity gateway.

My entire family works from home, so a stable Internet connection is critical for us. These latency spikes and connection interruptions cause freezes and disruptions during online meetings and calls and are seriously affecting our ability to work reliably from home.

I would like Xfinity to investigate the outside line/drop and the Xfinity network beyond my home, including signal quality and any upstream network issues.

I have detailed ping logs and test results available and can provide them if needed.

Could an Xfinity representative please help escalate this to the appropriate technical team for further investigation?

Thank you