Recurring Latency Spikes and Packet Loss During Peak Hours

Hi Xfinity Support Team,

I am experiencing recurring latency spikes and packet loss that appear to be originating within your network infrastructure and I am hoping to get this escalated to your network operations team.

The issue is significantly impacting my daily usage in the following ways:

- Video streaming pauses and buffers unexpectedly

- Microsoft Teams meetings experience lag, freezing, and audio dropouts

- General internet browsing feels sluggish and unresponsive during peak hours

Here is what my network diagnostics show:

- Normal latency baseline: ~20ms

- Peak hour latency spikes: up to 100ms (5x normal)

- Packet loss detected across multiple Comcast network hops (hops 2-7)

- Issue occurs consistently during peak hours in the morning and evenings.

- Problem has been confirmed using PingPlotter, a professional network diagnostic tool, running continuously for several hours

The data confirms the issue is not with my in-home equipment as the packet loss and latency spikes are clearly occurring at Comcast infrastructure hops. I have attached PingPlotter screenshots for your review.

I would like to schedule a technician visit during evening hours (5-7 PM) so the issue can be witnessed in real time.

Please reply and I will provide my account details via Direct Message.

Thank you.