Technical Assistant

Hello Comcast Support,

I am experiencing severe connectivity issues while gaming and streaming. The problems include high latency spikes (up to 1600 ms) and significant packet loss, which makes online applications unstable.

To investigate, I ran continuous monitoring with PingPlotter to a stable endpoint (Google). The results clearly show consistent packet loss and latency beginning inside Comcast’s routing nodes, specifically in the Stockton and Sacramento regions. The issue persists regardless of local usage, device, or time of day.

I have attached:

PingPlotter Screenshot (PNG): shows the latency and packet loss visually.

PingPlotter Sample Set (PP2 file): includes raw trace data for your engineering team to review.

Key findings:

Local connection (my modem/router) is stable.

Loss begins at Comcast intermediate hops (e.g., stockton.ca.ccomcast.net / sacramento.ca.ccomcast.net).

Final destination (Google) reflects the packet loss, confirming it impacts real-world traffic.

Could you please escalate this to your network engineering team for review? This appears to be a backbone/routing issue within Comcast’s infrastructure, not a local equipment problem.

Thank you for your assistance. Please let me know if you need additional logs or would like me to run tests to specific servers.