Severe inbound packet loss only when connected to EA anti-DDoS Apex servers (wired Xfinity connection)

Hi Xfinity team,

I’m experiencing severe and persistent packet loss specifically when playing Apex Legends, and after extensive troubleshooting, this appears to be an upstream routing or peering issue that occurs only when traffic is routed through EA’s anti-DDoS–protected Apex servers, not a local network problem.

Connection details:

• Console: PlayStation 5

• Connection type: Wired Ethernet (not Wi-Fi)

• NAT Type: Open / Type 2

• Typical latency: ~30–40 ms

Key observation (important):

• The packet loss only occurs when Apex connects me to EA’s anti-DDoS servers, which are indicated in-game by the “home plate” network icon on the performance display.

• When connected to these protected servers, inbound packet loss immediately rises to 50%+ and remains constant for the entire match.

• Server “choke” remains 0, indicating the server itself is not overloaded.

Symptoms:

• 50%+ incoming packet loss (server → client)

• 0% outgoing packet loss

• Normal ping, but severe rubber-banding, prediction errors, and unplayable gameplay

• Issue is persistent for the entire match, not intermittent or fight-specific

Additional context:

• Multiple neighbors who also use Xfinity are experiencing the same Apex Legends packet loss behavior

• Different households and equipment, same ISP

• This suggests a shared upstream routing or peering issue, not an isolated line or device problem

What I’ve already ruled out:

• Wi-Fi (console is hard-wired via Ethernet)

• Faulty Ethernet cables (tested multiple)

• Xfinity Advanced Security disabled

• Gateway fully power-cycled

• No port forwarding or firewall conflicts

• Other online games and speed tests function normally

Traceroute summary (to EA endpoints):
Traffic exits the Comcast network cleanly and reaches EA endpoints with normal latency. However, when Apex gameplay traffic is routed through EA’s anti-DDoS infrastructure, the UDP server-to-client traffic experiences heavy inbound packet loss that does not appear in standard ICMP or TCP tests.

This strongly suggests:

• Inbound UDP packet loss

• Triggered specifically on paths involving EA’s anti-DDoS–protected servers

• Potentially related to routing, peering, or traffic handling between Comcast and EA’s protected infrastructure

What I’m requesting:

• Escalation to network engineering to review routing and packet handling for inbound UDP traffic from EA’s anti-DDoS Apex servers to Xfinity customers

• Investigation beyond standard modem, signal, or Wi-Fi troubleshooting

Thank you for your time — I’d really appreciate getting this reviewed at the routing/engineering level.