OK. All of the latency and packet loss that you're seeing (or at least the major, major portion of it) is coming at Hop 2 or the link between hop 1 and hop 2. Hop 2 is probably your cable modem, right?

Hop 3 is clearly inside the Comcast network, and the latency of hop 2 implies that it is also on the far side (from your location) and inside Comcast, since the minimum latency on hop 2 is 10ms.

You've probably already tried replacing the cable between your Belkin router (hop 1) and your cable modem, but you should probably do that, just to eliminate that as a problem (not likely, but we've seen that sometimes).

Next, I'd run PingPlotter for at least 2 days and look for time-based latency patterns. If Comcast is oversold on your local node, then you might see time-based latency, where at 4am things look OK, bat at 11pm, they look bad. In the data you sent (via email), the latency really started to improve at 1:30am - if that's a pattern that happens every day, then it's a huge indicator of having a bandwidth-based limitation on that network node (maybe just your local neighborhood node).

Often, times of "bad" are between 6pm and 1am weekdays, exactly the times where a technician is *not* at your house. So if they come out at 1pm, they're going to see fine download speed, but at 10pm, it's bad.

If that's the case, the only path to resolution is to have Comcast solve it - adding more lines, fixing an artificial constraint / problem, etc. They probably know about the problem, but maybe not at the front-line technician level.

Based on the little I know about your situation, I'd say you should do the following:

* If you've not already done it, replace the network cable between the Belkin and your cable modem.
* Collect at least 48 hours of data. Set the time graph time to 48 hours. Look for time-based latency problems.
* If you can see time-based patterns of good/bad, turn on hop 1, hop 2 and the final destination time graphs. Send Comcast a picture showing 48 hours. Ask them to send someone out to troubleshoot during the worst periods of time.
* If you don't get results, ask them to escalate the problem to a specialist at Comcast - front line tech support may not have all the tools to troubleshoot.

After you collect a couple of days of data, post it back here so we can see.

Here's an example of that type of graph:



(For more details on this, see our VOIP troubleshooting guide)