Severe Packet Loss Impacting Remote Work and Gaming – Request for Escalation

Hello,

I’m experiencing severe and persistent packet loss on my internet connection, specifically affecting multiple wired devices. This issue is significantly impacting my ability to work from home and engage in latency-sensitive tasks like online gaming and video conferencing. I've tried multiple avenues including trying to email Xfinity support, diagnostic checks from Xfinity App (which say everything is ok), and even calling my local Xfinity store.

After extensive troubleshooting, I’ve ruled out issues within my local network and am confident this is a Comcast issue. Here's a summary of my findings:

• Symptoms: 60–70% packet loss when pinging external IPs like 8.8.8.8, confirmed across multiple wired devices.

Pinging 8.8.8.8 with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=17ms TTL=115
Reply from 8.8.8.8: bytes=32 time=43ms TTL=115
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=65ms TTL=115
Request timed out.
Request timed out.

Ping statistics for 8.8.8.8:
    Packets: Sent = 9, Received = 3, Lost = 6 (66% loss),
Approximate round trip times in milli-seconds:
    Minimum = 17ms, Maximum = 65ms, Average = 41ms

• Local network stability: 0% packet loss when pinging my router (192.168.1.1), with sub-1ms latency. This confirms that my internal network hardware is functioning properly.

PS C:\Users\****> ping 192.168.1.1 -n 50

Pinging 192.168.1.1 with 32 bytes of data:
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64

• Traceroute results: Packet loss begins beyond my local network, starting within Comcast’s backbone (ibone), specifically around hop 6.

Example from Traceroute :
  5    10 ms     8 ms     9 ms  be-302-arsc1.seattle.wa.seattle.comcast.net [24.124.128.162]
  6     *        9 ms     *     be-36131-cs03.seattle.wa.ibone.comcast.net [68.86.93.9]
  7     8 ms     9 ms    10 ms  be-2312-pe12.seattle.wa.ibone.comcast.net [96.110.34.138]
  8     *        *        *     Request timed out.
  9    11 ms    10 ms    10 ms  108.170.255.127

• Actions taken: Swapped Ethernet cables and ports, rebooted router and modem, tested with multiple devices. All show the same behavior.

This appears to be an upstream issue likely related to a routing or congestion problem within Comcast infrastructure. Knowing this, I’m unsure of what to do next. Any comcast official’s have any info?

Let me know if you need full ping/traceroute logs or any other information.

As I haven't been able to contact xfinity support regarding this, figured I'd try here. Thank you for your time and help.