Severe Packet Loss and High Latency on Comcast Network (Pathping Included)

Hi Xfinity Team,

I'm experiencing consistent packet loss and high latency while using my internet connection for gaming and general browsing. The issue appears to be within Comcast's internal network, not the destination servers.

I ran multiple pathping tests to different external IPs (Google DNS and Epic Games servers), and I’m seeing 98–100% packet loss starting at an internal Comcast IP (10.54.223.242 / 10.54.223.243), along with persistent latency in the 300–500ms range.

Test 1: pathping 44.198.247.11 (Epic Games NA-East server)

• Hop 3 (10.54.223.242) – 99% loss

• Avg latency throughout: 400–500ms

• Multiple backbone hops also showing 100% loss (likely ICMP blocked, but traffic still affected)

Test 2: pathping 8.8.8.8 (Google DNS)

• Hop 3 (10.54.223.243) – 98% loss

• Same high latency trend starting at local Comcast infrastructure

• Ends in 100% loss at hop 8 (96.110.33.178)

These symptoms are consistent across all destinations I’ve tested, which suggests the issue is not external. My modem/router has been rebooted, and I’ve tested via Ethernet—same results.

Please escalate this to the appropriate networking or engineering team. I’m located in Jacksonville, FL, and these internal hops seem to be in your Jacksonville/Atlanta routing infrastructure.

Let me know if you need full logs or additional data.

Thanks,
Troy