Hey Jim,

Sorry to hear your experience with Comcast didn't prove successful.

To be honest; at this point, it's a very tough call on how to proceed. As we've discussed earlier in this thread - the PingPlotter results you've had thus far don't point to any sort of clear problem, and aren't correlated to the performance issues you've been encountering. This may be why Comcast is hesitant to accept any data other than their own. Something to note here as well: when providing PingPlotter data to an ISP, it can prove helpful to explain that it is traceroute/ping test data (albeit, presented in a different fashion than they may be used to).

A word of advice - you need to be *very* clear, and pointed when bringing these issues up to Comcast. At times, we've had a bit of trouble understanding what may have been happening here as well - and information that may have proved useful early on wasn't provided until much later (for example - the fact that a technician came out and isolated the problem to the box at the end of your street. Did anything ever come of this, or did Comcast advise on what action they would be taking to resolve it?)

Keeping your point short, clear, and easy to understand can greatly improve your chances of a resolution. In our experience, it's helpful to boil everything down to a short "summary" that contains all of the most pertinent information, which would typically include:

-A clear description of what problem you're encountering
-The problem's impact to you
-Objective data that supports, and specifically points toward the problem
-Any information from previous correspondence attempts (details on technicians that have visited, what they have advised, actions taken, etc).
-What you would accept as a resolution

It's very easy to go overboard with details (we're guilty of this from time to time here) - but you have to exercise caution, and keep your explanation concise. Try and avoid sending anything that will not specifically help your case, as it can potentially invalidate any other evidence you've provided. For instance, the video of the issue you're encountering with Netflix buffering doesn't specifically point to any problems - and to someone viewing it, it could be viewed as a normal, and expected occurrence. It's also helpful to let your ISP know what you would accept as a resolution - so they know what your goal in contacting them is, and can work toward achieving it with you.

Hopefully some of the information we've provided here has helped out - and hopefully you reach a resolution soon!

-Gary