Ping spikes and Packet Loss

I've seen you reply this comment to multiple people with the same issue as me and I think it's reductive. 

There is consistent packet loss and no matter how many times the home equipment is replaced, nothing changes. It is an issue on Xfinity's end and it should be fixed. There are numerous other threads where people are having issues in the Chicagoland area. 

It is happening during all of the above. It is consistent throughout the entire day. There are few complete drops in connection/service, but it makes it especially difficult to work from home.

We have replaced the router within the last three months and the issue was mitigated but not solved. It has since increased in severity. When the ping/packet loss spikes voice calls cut out for a moment, games freeze, websites stop loading, etc. 

Hello @Odyssey34, thank you for taking the time to reach out on social media. 

 I rely on my internet daily and can appreciate you wanting it to work consistently. I'd be happy to run some troubleshooting for you today. Troubleshooting can also be done through the My Account App or online at https://www.xfinity.com/support/internet#troubleshooting.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@XfinityKrista​ I have reached out through the direct message system.

Hello @Odyssey34, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@XfinityKrista​ I have already done this. 

@Odyssey34 Welcome back. As others have mentioned, this doesn't signify an issue with that part of the network. You will see that type of behavior on our network all over the country. Those hops deal with an incredible amount of traffic. They sometimes have to prioritize which packets receive a response and which are just routed to the next hop. As long as your end destination doesn't show packet loss, you are good to go in that regard. We use some really cool technology to make sure those main hops stay up and efficient.

Since you are having real world problems with your internet, we definitely want to keep troubleshooting it. I received your DM and will be responding there shortly.