Very bad latency and packet loss to Comcast CMTS Gateway (wired directly)
As the title states, I have been having very bad issues with latency and packet loss to my comcast gateway at the CMTS. I have connected directly to my router and also directly to my modem via cat6 to eliminate those as issues. I have replaced (now TWICE) my cable modem with approved comcast devices. I have had technicians come to my house (now FOUR times) and they have FULLY replaced all wiring from the POLE to my modem. I am ONLY using 1 modem, zero other devices (no tv, phone, etc). There are no splitters involved. Every wires is brand new and installed by comcast technician from the utility pole to my modem. This is pure RG6 quad shielded with zero splitters in the mix.
This has been going on for nearly 2 months now, and I'm at wits end. I have called support nearly 10 times, and they are completely and utterly useless. They keep trying to send more technicians, who come and then tell me to 'never have them send another technician, all your cables are brand new and test fine, the issue likely lies at the headend or CMTS."
This image is a typical day for me. Pings directly to my Comcast gateway at the CMTS will spike to 500ms or higher, and packet loss hovers in the 5-10% range. This is a single hop from my router, which shows ZERO packet loss and and avg latency of 3ms. I also have my modem disconnect and need a power cycle multiple times a week. This happens on ALL of my 3 modems (one older Motorola and 2 brand new devices - one Netgear and the other Arris).
Please see the linked image as evidence of this. This makes things like gaming, working, video chat and simple streaming from netflix/youtube nearly impossible. This issue occurs at all hours of the day.
Any help would be GREATLY appreciated as I am stuck with Comcast (no other service in my area). When it works, it works fine - up to 2 months ago I had zero issues and nothing changed at my location.
Tech support is very useless and often runs a single "your modem is online" test and then asks me to perform a speed test, which works fine. Speed tests do NOT count for latency or packet loss, they simply try to get as fast as possible and that typically shows 800-900Mbps on my 1Gb plan. My issue is EXTENSIVE latency and packet loss which makes actual usage very hard to live with.
Thank you very much for reading this and please, please dear god, help me 🙂