Dropped packets at router 96.120.101.177 and beyond (updated)

Edit: replaced image with text.

 

I'm hoping that Xfinity techs watch these boards or if someone might be able to direct me on how to bypass tier 1 support and get directly to people who know/are responsible for the internet backbone.

 

My equipment:

- IQRouter-1005 v3.3.2

- Netgear CM600 v1.01.21

- all Cat6 wiring and 1Gb devices on home network including connection from router to modem

 

Every morning at right around 9:30am PDT, the internet router at 96.120.101.177 starts dropping packet is a major way, and the latency increases dramatically. Everything is fine between 6am and 9:30am. This continues throughout the day until around 6pm. This makes working remotely extraordinarily difficult.

 

The PingPlotter image below shows a good example of what's happening as of approx 10am this morning (2020-04-30). For completeness, the modem data is copied below.

 

I'd appreciate it if anyone can provide some guidance for contacting the right people to help resolve this issue.

 

Thanks.

 - Roger

 

 

 

PingPlotter data:

Hop IP              Name                                        Avg RT (ms) Packet Loss %
1   192.168.1.1     IQRouter                                      0.9 
2   96.120.101.177  96.120.101.177                              157.8       18.8
3   96.110.250.1    96.110.250.1                                109.6       18.8
4   69.139.164.169  be-203-ar01.seattle.wa.seattle.comcast.net  111.0       25.0
5   68.86.93.165    be-33650-cr01.seattle.wa.ibone.comcast.net  142.8       18.8
6   68.86.86.90     be-10846-pe01.seattle.wa.ibone.comcast.net  128.3       25.0
7   50.242.148.186  50.242.148.186                              153.1       25.0
8   108.170.233.131 108.170.233.131                             213.1       18.8
9   209.85.242.37   209.85.242.37                               174.1       18.8
10  216.58.193.68   www.google.com                              147.9       18.8

 

CM600 Modem data:

Startup Procedure
Procedure                  Status       Comment
Acquire Downstream Channel 543000000 Hz Locked
Connectivity State         OK           Operational
Boot State                 OK           Operational
Security                   Enable       BPI+
IP Provisioning Mode       Honor MDD    IPv6 only

Downstream Bonded Channels
Channel  Lock Status  Modulation  Channel ID  Frequency      Power     SNR     Correctables  Uncorrectables
1        Locked       QAM256      13          543000000 Hz   7.7 dBmV  39.5 dB    0            0
2        Locked       QAM256      29          639000000 Hz   8.3 dBmV  39.0 dB    26           0
3        Locked       QAM256      14          549000000 Hz   7.6 dBmV  39.4 dB    0            0
4        Locked       QAM256      15          555000000 Hz   7.6 dBmV  39.3 dB    0            0
5        Locked       QAM256      16          561000000 Hz   7.6 dBmV  39.2 dB    2            0
6        Locked       QAM256      17          567000000 Hz   7.8 dBmV  39.3 dB    0            0
7        Locked       QAM256      18          573000000 Hz   8.0 dBmV  39.3 dB    2            0
8        Locked       QAM256      19          579000000 Hz   8.1 dBmV  39.3 dB    5            0
9        Locked       QAM256      20          585000000 Hz   8.3 dBmV  39.4 dB    8            0
10       Locked       QAM256      21          591000000 Hz   8.3 dBmV  39.3 dB    11           0
11       Locked       QAM256      22          597000000 Hz   8.1 dBmV  39.3 dB    15           0
12       Locked       QAM256      23          603000000 Hz   8.0 dBmV  39.2 dB    12           0
13       Locked       QAM256      24          609000000 Hz   8.3 dBmV  39.2 dB    18           0
14       Locked       QAM256      25          615000000 Hz   8.8 dBmV  39.3 dB    12           0
15       Locked       QAM256      26          621000000 Hz   8.6 dBmV  39.3 dB    28           0
16       Locked       QAM256      27          627000000 Hz   8.5 dBmV  39.2 dB    22           0
17       Locked       QAM256      28          633000000 Hz   8.3 dBmV  39.9 dB    0            0
18       Locked       QAM256      30          645000000 Hz   8.0 dBmV  39.4 dB    0            0
19       Locked       QAM256      31          651000000 Hz   8.4 dBmV  39.9 dB    0            0
20       Locked       QAM256      32          657000000 Hz   8.7 dBmV  39.9 dB    0            0
21       Locked       QAM256      33          663000000 Hz   8.7 dBmV  39.9 dB    0            0
22       Locked       QAM256      34          669000000 Hz   8.6 dBmV  39.9 dB    0            0
23       Locked       QAM256      35          675000000 Hz   8.8 dBmV  39.5 dB    0            0
24       Locked       QAM256      36          681000000 Hz   9.1 dBmV  39.9 dB    0            0
 
Upstream Bonded Channels
Channel  Lock Status     US Channel Type  Channel ID  Symbol Rate     Frequency   Power
1        Locked          ATDMA               1        5120 Ksym/sec   17300000 Hz 44.8 dBmV
2        Locked          ATDMA               2        5120 Ksym/sec   23700000 Hz 46.0 dBmV
3        Locked          ATDMA               3        5120 Ksym/sec   30100000 Hz 46.5 dBmV
4        Locked          ATDMA               4        5120 Ksym/sec   36500000 Hz 46.0 dBmV
5        Locked          ATDMA               5        1280 Ksym/sec   41200000 Hz 48.0 dBmV
6        Not Locked      Unknown             0        0 Ksym/sec      0 Hz         0.0 dBmV
7        Not Locked      Unknown             0        0 Ksym/sec      0 Hz         0.0 dBmV
8        Not Locked      Unknown             0        0 Ksym/sec      0 Hz         0.0 dBmV
 
Current System Time: Thu Apr 30 09:18:32 2020
System Up Time: 16:25:34