Lots of packet loss for over a month

Good Evening,

 

We've been experiencing packet loss (5-15% depending on when I check), and it's making the internet all but unusable for anything live (primarily my wife's continuous glucose monitor which failed to record her blood sugar for 6 hours the other night). I pay for the 200 Mbps package and it would be nice if I could actually use the internet I pay for. I have my own modem (Arris Surfboard 6190) and my own router (ASUS RT-AX3000). I've done extensive ping tests to various websites (google, cnn, etc) and all of them have similar packet loss. I've done the same tests from my router, and directly from my modem all with very similar results. Below are the results from a pathping to google.com:

 

pathping google.com

Tracing route to google.com [172.217.0.14]
over a maximum of 30 hops:
0 LAPTOP-5UQDUBD6 [192.168.50.196]
1 RT-AX58U-1BD8 [192.168.50.1]
2 96.120.113.9
3 96.110.168.161
4 162.151.145.21
5 68.87.231.189
6 be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
7 be-32241-cs04.350ecermak.il.ibone.comcast.net [96.110.40.61]
8 be-2403-pe03.350ecermak.il.ibone.comcast.net [96.110.37.30]
9 96-87-9-230-static.hfc.comcastbusiness.net [96.87.9.230]
10 209.85.248.185
11 216.239.42.35
12 * ord38s04-in-f14.1e100.net [172.217.0.14]

Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 LAPTOP-5UQDUBD6 [192.168.50.196]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% RT-AX58U-1BD8 [192.168.50.1]
1/ 100 = 1% |
2 11ms 3/ 100 = 3% 2/ 100 = 2% 96.120.113.9
0/ 100 = 0% |
3 12ms 3/ 100 = 3% 2/ 100 = 2% 96.110.168.161
0/ 100 = 0% |
4 11ms 2/ 100 = 2% 1/ 100 = 1% 162.151.145.21
0/ 100 = 0% |
5 13ms 1/ 100 = 1% 0/ 100 = 0% 68.87.231.189
1/ 100 = 1% |
6 24ms 2/ 100 = 2% 0/ 100 = 0% be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
1/ 100 = 1% |
7 24ms 3/ 100 = 3% 0/ 100 = 0% be-32241-cs04.350ecermak.il.ibone.comcast.net [96.110.40.61]
0/ 100 = 0% |
8 23ms 3/ 100 = 3% 0/ 100 = 0% be-2403-pe03.350ecermak.il.ibone.comcast.net [96.110.37.30]
0/ 100 = 0% |
9 23ms 5/ 100 = 5% 2/ 100 = 2% 96-87-9-230-static.hfc.comcastbusiness.net [96.87.9.230]
0/ 100 = 0% |
10 22ms 5/ 100 = 5% 2/ 100 = 2% 209.85.248.185
0/ 100 = 0% |
11 24ms 4/ 100 = 4% 1/ 100 = 1% 216.239.42.35
0/ 100 = 0% |
12 23ms 3/ 100 = 3% 0/ 100 = 0% ord38s04-in-f14.1e100.net [172.217.0.14]

Trace complete.

 

 

I've had a friend do the same test on his xfinity connection and there are no issues, and every hop after the first (96.120.113.9) is very similar, which leads me to believe the issue is at the first hop. I've been trying to work with Comcast phone support for weeks and they have managed to get nothing fixed. 1 of techs went very above and beyond and replaced all of our wiring from the house to the Comcast box outside, but that didn't help unfortunately. I don't believe anyone has looked at the router or device this IP is on: 96.120.113.9. Any help would be appreciated.

 

Also, here is some info from my modem:

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

 

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	1	477.00 MHz	7.50 dBmV	38.98 dB	12	0
2	Locked	256QAM	38	429.00 MHz	8.60 dBmV	40.37 dB	25	0
3	Locked	256QAM	39	435.00 MHz	8.90 dBmV	40.37 dB	15	0
4	Locked	256QAM	40	441.00 MHz	8.80 dBmV	40.37 dB	11	0
5	Locked	256QAM	41	447.00 MHz	8.20 dBmV	40.37 dB	14	0
6	Locked	256QAM	33	453.00 MHz	7.90 dBmV	38.98 dB	15	0
7	Locked	256QAM	34	459.00 MHz	7.60 dBmV	38.61 dB	0	0
8	Locked	256QAM	35	465.00 MHz	7.50 dBmV	38.98 dB	0	0
9	Locked	256QAM	36	471.00 MHz	7.50 dBmV	40.37 dB	17	0
10	Locked	256QAM	2	483.00 MHz	7.40 dBmV	38.98 dB	0	0
11	Locked	256QAM	3	489.00 MHz	7.20 dBmV	38.98 dB	0	0
12	Locked	256QAM	4	495.00 MHz	7.20 dBmV	40.37 dB	0	0
13	Locked	256QAM	5	507.00 MHz	7.30 dBmV	40.37 dB	0	0
14	Locked	256QAM	6	513.00 MHz	7.20 dBmV	38.98 dB	8	0
15	Locked	256QAM	7	519.00 MHz	7.20 dBmV	38.98 dB	12	0
16	Locked	256QAM	8	525.00 MHz	7.00 dBmV	40.37 dB	0	0
17	Locked	256QAM	9	531.00 MHz	6.60 dBmV	38.98 dB	0	0
18	Locked	256QAM	10	537.00 MHz	6.40 dBmV	38.98 dB	0	0
19	Locked	256QAM	11	543.00 MHz	6.10 dBmV	38.98 dB	0	0
20	Locked	256QAM	12	549.00 MHz	6.30 dBmV	38.98 dB	4	0
21	Locked	256QAM	13	555.00 MHz	6.60 dBmV	40.37 dB	0	0
22	Locked	256QAM	14	561.00 MHz	6.70 dBmV	38.98 dB	0	0
23	Locked	256QAM	15	567.00 MHz	6.70 dBmV	40.95 dB	0	0
24	Locked	256QAM	16	573.00 MHz	6.40 dBmV	38.98 dB	0	0
25	Locked	256QAM	17	579.00 MHz	6.50 dBmV	39.50 dB	0	0
26	Locked	256QAM	18	585.00 MHz	6.70 dBmV	39.50 dB	0	0
27	Locked	256QAM	19	591.00 MHz	6.70 dBmV	39.50 dB	1	0
28	Locked	256QAM	20	597.00 MHz	7.10 dBmV	39.50 dB	0	0
29	Locked	256QAM	21	603.00 MHz	6.80 dBmV	39.50 dB	0	0
30	Locked	256QAM	22	609.00 MHz	6.80 dBmV	39.50 dB	0	0
31	Locked	256QAM	23	615.00 MHz	6.50 dBmV	39.20 dB	0	0
32	Locked	256QAM	24	621.00 MHz	6.70 dBmV	39.50 dB	0	0

 

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	3	5120 kSym/s	24.00 MHz	38.50 dBmV
2	Locked	ATDMA	4	5120 kSym/s	17.60 MHz	38.00 dBmV
3	Locked	ATDMA	2	5120 kSym/s	30.40 MHz	39.25 dBmV
4	Locked	ATDMA	1	5120 kSym/s	36.80 MHz	38.75 dBmV