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Packet Loss 4 weeks and counting, exhausting all resources and need any help I can get

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Packet Loss 4 weeks and counting, exhausting all resources and need any help I can get

I will try to condense this down as much as possible, any help is appreciated.   I have attached a .txt of the most recent stats running WinMTR pinging google.com

 

First and foremost, I switched from ATT to Comcast in Jan. 2017 and have been extremely happy with the services.  This all changed around 4-5 weeks ago.  

So basically a few weeks ago, some strange packet loss started to occur.  These are the things I have done in an attempt to fix the problem.  I'm not educated in this field and so I don't know if I went about this correctly so please bear with me. 

 

  1. Comcast came out, replaced some very old coax lines and couplers and it resulted in a slight upstream and downstream improvement from the cable upstairs to the cable behind the house
  2. With the problem still persisting, I bought a new standalone modem (some arris surfboard model with 1+ gpbs speed) 
  3. Tested both old modem and new modem with new ethernet cables and 2 different laptops in the back of the house where the cable surfaces
  4. Plugged in modem directly to the box in the backyard dragging a 100 ft power extenstion line with me, to test if the buried cable was faulty - same exact problem directly plugging my setup into the box in the backyard

Packetloss remained consistent between 2-4% at every stage of testing on every device.

Running WinMTR daily to measure loss and where it's occurring.  I will post my results pinging google.com which is still being ran as I type this.  (Also pinged other addresses like League of Legends server in Chicago, same loss)   

 

Of course the router has experienced no PL, but the very next hop @ 96.120.24.9 is consistently 3% loss.  I found this showing the location which I wonder if this node is the root of the problem https://db-ip.com/96.120.24.9/   Again, this problem randomly came about 5 weeks ago and over 7 calls to comcast requesting any form of help/updates/information has been worthless.  The only answer they seem to want to know is if I have internet at all, if the speeds are bad, and if I bought my own modem or if they provided one for me.  Not even the 2 seperate "supervisors" I have spoken with have understood the difference between packetloss and up/down speeds.  Literally every Tier 1 & 2 rep there has ran a test on my speed and told me everything looks good on their end and never once did I tell them my speed was a problem, because it isn't...

 

I'm currently waiting for a supervisor to call me back, They are trying to send a senior tech out to inspect the box in the back which I have no idea is the problem or not, but I have no choice but to continue to do everything I can do get this resolved as my only alternative ISP is ATT and they don't have fiber in the area yet.  I don't like calling comcast anymore than they like talking to me, but I'm sitting here week after week paying $60 a mo. for internet that has no useability beyond browsing the web.  

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.0.1.4 - 0 | 2403 | 2403 | 0 | 0 | 6 | 0 |
| 96.120.24.9 - 3 | 2219 | 2173 | 3 | 8 | 187 | 12 |
|te-4-3-ur01.hartford.in.indiana.comcast.net 2 | 2231 | 2188 | 3 | 9 | 38 | 9 |
|be-124-ar01.elmhurst.il.chicago.comcast.net 2 | 2230 | 2187 | 5 | 11 | 42 | 10 |
|be-33491-cr01.chicago.il.ibone.comcast.net - 2 | 2233 | 2190 | 6 | 12 | 36 | 13 |
|be-10506-cr02.350ecermak.il.ibone.comcast. 2 | 2243 | 2203 | 7 | 13 | 55 | 14 |
|be-10563-pe01.350ecermak.il.ibone.comcast. 2 | 2269 | 2235 | 6 | 11 | 38 | 12 |
| as15169.350ecermak.il.ibone.comcast.net - 2 | 2229 | 2185 | 6 | 11 | 46 | 10 |
| No response from host - 100 | 480 | 0 | 0 | 0 | 0 | 0 |
| 108.170.238.238 - 3 | 2225 | 2180 | 6 | 13 | 304 | 18 |
| 108.170.243.165 - 2 | 2289 | 2260 | 6 | 20 | 97 | 11 |
| 209.85.254.94 - 2 | 2249 | 2210 | 7 | 14 | 80 | 14 |
| 216.239.59.162 - 2 | 2253 | 2215 | 6 | 11 | 42 | 12 |
| 108.170.244.1 - 27 | 1165 | 855 | 0 | 11 | 26 | 12 |
| 108.170.233.109 - 2 | 2233 | 2190 | 7 | 11 | 36 | 12 |
| ord36s04-in-f110.1e100.net - 3 | 2214 | 2167 | 6 | 11 | 33 | 11 |
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