Persistent Packet Loss Originating on Comcast Decatur/Atlanta Backbone Node

Hello Xfinity Support Team,

I am experiencing severe network degradation and packet loss that is impacting my connection. I have already ruled out my local home network—internal latency and packet loss between my PC and local gateway router are perfectly at 0%. I have dealt with this issue on and off for quite awhile and have had several technicians come to the premises and they have found no issues with the signal's strength. However, the issue is still occurring.

I ran a 300-second pathping diagnostic that isolates the issue directly to the Comcast infrastructure in the Decatur/Atlanta region. Persistent packet loss begins heavily at Hop 3 (po-251-1203-rur01.d4decatur.ga.atlanta.comcast.net) and continues to propagate through the network, resulting in a 26% total end-to-end packet drop at the final external destination. Because the loss originates directly on the Comcast IPv6 routing network, this appears to be a degraded neighborhood line amplifier, localized infrastructure congestion, or a routing node failure on your end. I have also run these tests on the IPv4 Comcast routing network and the results warrant this to be investigated as well.

Could a Tier 2/Tier 3 technician or network operations engineer please review this routing path and investigate the health of the Decatur/Atlanta nodes?

Pathping Results:
Computing statistics for 300 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           (Redacted) [(Redacted)]
                                0/ 100 =  0%   |
  1    3ms     0/ 100 =  0%     0/ 100 =  0%  (Redacted)
                               14/ 100 = 14%   |
  2  ---     100/ 100 =100%    86/ 100 = 86%  2001:558:4011:2a::1
                                0/ 100 =  0%   |
  3   12ms    25/ 100 = 25%    11/ 100 = 11%  po-251-1203-rur01.d4decatur.ga.atlanta.comcast.net [2001:558:142:352::1]
                                0/ 100 =  0%   |
  4   14ms    16/ 100 = 16%     2/ 100 =  2%  ae-36-ar01.b0atlanta.ga.atlanta.comcast.net [2001:558:140:43f::1]
                                0/ 100 =  0%   |
  5   13ms    14/ 100 = 14%     0/ 100 =  0%  be-5301-ar-sp03.b0atlanta.ga.atlanta.comcast.net [2001:558:140:46d::1]
                                7/ 100 =  7%   |
  6   14ms    24/ 100 = 24%     3/ 100 =  3%  be-2302-ar-ex02.b0atlanta.ga.atlanta.comcast.net [2001:558:140:46a::2]
                                0/ 100 =  0%   |
  7   43ms    21/ 100 = 21%     0/ 100 =  0%  2001:559:2000::42
                                4/ 100 =  4%   |
  8   14ms    25/ 100 = 25%     0/ 100 =  0%  ae2.r02.stem01.atl04.fab.netarch.akamai.com [2600:1402:c000:303::1]
                                1/ 100 =  1%   |
  9  ---     100/ 100 =100%    74/ 100 = 74%  ae1.r02.spine02.atl04.fab.netarch.akamai.com [2600:1402:c000:901::]
                                0/ 100 =  0%   |
 10  ---     100/ 100 =100%    74/ 100 = 74%  ae2.r02.leaf02.atl04.fab.netarch.akamai.com [2600:1402:c000:903::1]
                                0/ 100 =  0%   |
 11  ---     100/ 100 =100%    74/ 100 = 74%  ae2.r03.tor02.atl04.fab.netarch.akamai.com [2600:1402:c000:2e03::1]
                                0/ 100 =  0%   |
 12   13ms    26/ 100 = 26%     0/ 100 =  0%  g2600-1402-8000-0487-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1402:8000:487::1b62]

Trace complete.

For the IPv4 side:
Tracing route to e7010.dscg.akamaiedge.net [23.79.28.183]
over a maximum of 30 hops:
  0  (Redacted) [(Redacted)]
  1  (Redacted)
  2  96.120.5.25
  3  po-251-1203-rur01.d4decatur.ga.atlanta.comcast.net [96.110.71.125]
  4  ae-36-ar01.b0atlanta.ga.atlanta.comcast.net [162.151.89.161]
  5  be-5101-ar-sp01.b0atlanta.ga.atlanta.comcast.net [162.151.96.105]
  6  bundle-1001-asbr01.b0atlanta.ga.atlanta.comcast.net [96.110.70.161]
  7  be-33011-cs21.atlanta.ga.ibone.comcast.net [96.110.43.65]
  8  be-3111-pe11.56marietta.ga.ibone.comcast.net [96.110.40.82]
  9     *        *        *
Computing statistics for 200 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           (Redacted) [(Redacted)]
                                0/ 100 =  0%   |
  1    3ms     0/ 100 =  0%     0/ 100 =  0%  (Redacted)
                               10/ 100 = 10%   |
  2   13ms    16/ 100 = 16%     6/ 100 =  6%  96.120.5.25
                                0/ 100 =  0%   |
  3   13ms    17/ 100 = 17%     7/ 100 =  7%  po-251-1203-rur01.d4decatur.ga.atlanta.comcast.net [96.110.71.125]
                                0/ 100 =  0%   |
  4   15ms    10/ 100 = 10%     0/ 100 =  0%  ae-36-ar01.b0atlanta.ga.atlanta.comcast.net [162.151.89.161]
                                1/ 100 =  1%   |
  5   14ms    14/ 100 = 14%     3/ 100 =  3%  be-5101-ar-sp01.b0atlanta.ga.atlanta.comcast.net [162.151.96.105]
                                0/ 100 =  0%   |
  6   14ms    13/ 100 = 13%     2/ 100 =  2%  bundle-1001-asbr01.b0atlanta.ga.atlanta.comcast.net [96.110.70.161]
                                0/ 100 =  0%   |
  7   16ms    13/ 100 = 13%     2/ 100 =  2%  be-33011-cs21.atlanta.ga.ibone.comcast.net [96.110.43.65]
                                0/ 100 =  0%   |
  8   14ms    11/ 100 = 11%     0/ 100 =  0%  be-3111-pe11.56marietta.ga.ibone.comcast.net [96.110.40.82]

Trace complete.