Request for Escalation: Severe Packet Loss and Latency at Comcast Regional Infrastructure (Griffith/Chicago)

Dear Xfinity Support Team,

I am reaching out to report a serious service degradation issue affecting my internet connection, including packet loss, high latency, and service interruptions impacting video conferencing (Microsoft Teams) and online gaming (PS5, Xbox, PC). After extensive testing, I have verified that the issue is not local to my home network and appears to originate within Comcast’s infrastructure.

Here is a full technical summary of the findings:

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Home Network Health:

• Wireless signal strength consistently between -46 dBm and -62 dBm.

• Wireless link rates consistently 866 Mbps to 2402 Mbps.

• No wireless coverage issues detected.

• Modem/router (local gateway 10.0.0.1) may deprioritize ICMP responses, but performance locally is verified stable.

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Independent Testing Conducted:

• Tools Used: PingPlotter Pro, WinMTR

• Test Target: www.google.com (2607:f8b0:4009:818::2004)

• Test Duration: 30 minutes continuous probing

• Date/Time: April 26, 2025, between 10:16 AM and 10:46 AM CST

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Key Findings:

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Additional Notes:

• Severe latency spikes recorded up to 4600 ms on multiple Comcast regional routers.

• Final destination (www.google.com) shows inherited packet loss (1–2%), confirming degradation occurs before the destination is reached.

• Packet loss and latency behavior is identical over both IPv4 and IPv6 paths, indicating a systemic network issue rather than protocol-specific routing.

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Request for Action: I respectfully request escalation to Tier 2/Tier 3 Technical Support or Network Operations (NOC) for immediate investigation of the following:

• Persistent packet loss beginning at Comcast node 10.112.162.67.

• Severe latency and loss at regional backbone devices serving Griffith, IN / Chicago area (rur301, rur302, xar01).

• Verification of transport infrastructure health in the affected aggregation layers.

Given the verified loss patterns and elimination of local network causes, this appears to be a regional infrastructure problem requiring Comcast engineering intervention.

I can provide PingPlotter and WinMTR test files if needed for your review.

Thank you for your assistance,

[Edited: "Personal Information"]

TL;DR Summary:

I am experiencing major internet instability (drops, Teams disconnects, gaming lag).
Local wireless health is verified excellent (signal -46 dBm to -62 dBm, link rate 866 Mbps to 2402 Mbps).

Testing (PingPlotter and WinMTR) shows:

• 73–75% packet loss starting at Comcast node 10.112.162.67

• Continues through regional routers:
  po-312-334-rur302.griffith.in.chicago.comcast.net,
  po-2-rur301.griffith.in.chicago.comcast.net,
  po-300-xar01.griffith.in.chicago.comcast.net

• Latency spikes up to 4600 ms inside Comcast backbone.

• Packet loss is identical over IPv4 and IPv6 paths.

• Final destination (Google) only inherits minimal loss, confirming the issue is within Comcast's network.

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Request:
Please escalate to Tier 2 or Tier 3 Network Support. This is a regional aggregation-layer issue, not a home wiring or device problem.

Testing files and screenshots are available if needed.