Severe Upstream Packet Loss Originating at Neighborhood Node (Hops 3/4) – Requesting Engineering Line Audit

Hello,

I am experiencing severe, ongoing connection drops, latency spikes, and packet loss that are disrupting real-time applications like video calls, and live data streaming (baby monitors, security cameras) on my PC and wireless devices. This has been occurring consistently for several weeks. The easiest way for me to log this data was via a MMORPG.

I have fully isolated my local network, verified all physical wiring, and am testing via a direct wired Cat6 Ethernet connection to a rented Xfinity XB6 Gateway. My Hop 1 (the gateway itself) shows a perfect 0% packet loss, completely ruling out my local property, router hardware, and premise wiring.

However, my network diagnostics reveal a massive influx of packet loss and a severe latency spike originating exactly at Hop 2, Hop 3, and Hop 4 (the local Comcast CMTS/routing gateway nodes). This packet loss carries consistently all the way through to the final target destination, which completely rules out a benign ICMP router rate-limiting artifact. This is a genuine infrastructure degradation.

Because I am utilizing a rented XB6 gateway, your advanced support tools should easily be able to pull my modem's historical RF health logs, verify the upstream SNR issues, and check the neighborhood node capacity report for local congestion or a failing street amplifier.

Frontline phone agents only offer standard equipment power-cycling scripts, which cannot resolve a physical infrastructure issue out on the street. I am posting here to request that a Digital Care Corporate Team Member review my account diagnostics and escalate this to local network engineers for a formal Line and Node Audit to locate and fix the upstream noise ingress or node overload.

Below is a copy of my recent network diagnostic trace data confirming the node failure:

Target Name: osrs-world-193.l3ushe.jagex.com
         IP: 8.42.17.158
  Date/Time: 11/2/2026 10:57:42 PM - 11/2/2026 11:07:42 PM

Hop  Sent  PL%    Min     Max     Avg  Host Name / [IP]
  1   240    0   0.40    2.51    0.88  10.0.0.1 [10.0.0.1]
  2   240   34   4.22  462.12  113.43  96.120.63.21 [96.120.63.21]
  3   240   35  10.27  558.11  125.16  po-303-1216-rur02.greensburg.pa.pitt.comcast.net [96.110.213.157]
  4   240   34  13.83  508.73  122.63  be-50-ar01.mckeesport.pa.pitt.comcast.net [69.139.169.137]
  5   240   81  30.61  457.85  163.86  ae-7.bar1.Pittsburgh3.Level3.net [4.68.106.85]
  6   240  100      *       *       *   [-]
  7   240   32  16.22  485.39  129.23  4.26.5.250 [4.26.5.250]
  8    36  100      *       *       *   [-]
  9   240   32  17.49  574.43  122.27  osrs-world-193.l3ushe.jagex.com [8.42.17.158]

Thank you for your assistance in getting this routed to the engineering team.