Hey Bobby,
Thanks for sharing your results. Fighting this kind of battle can be tough - but hopefully we can help out.
From what we can see in the screenshots you've provided, it definitely looks like there's some packet loss starting at hop #8 (75.149.230.69) in each of your traces, and it *appears* that packet loss is carrying through the rest of your route.
There are a few factors in play that make things tough to tell for certain, though (which may be why you're getting some push back from Comcast).
Only having the timeline graph open for hop #8 is the first thing. It's usually best to have graphs for the subsequent hops (in your case, #9, #10, #11, etc) open as well; as this can help illustrate if the pattern of packet loss occurring is carrying through the route. The other thing that's adding some uncertainty is your final destination. With the target reporting 100% packet loss, it adds some room to question if the packet loss in earlier hops is contributing to any issues at the last point in the route.
Are there any targets you can trace to that *don't* come up with 100% packet loss (if you try tracing to
www.triongames.com - does it follow the same route with the problem hop)? If you can show results where the final destination is responding (not showing solid 100% packet loss), it may help make your case a bit more clear. If you can tie those results with some real-world implications (creating comments in PingPlotter when you start to experience problems playing your game), it can help make for a more compelling case, too.
We've got a few articles that may be of some help to you here - the first would be the "Building a Compelling Case" section of our getting started guide:
http://www.pingplotter.com/gsg/buildingacase.htmlThe other would be our guide to using PingPlotter to troubleshoot and solve network problems:
https://www.pingman.com/network-nirvana/Hopefully this helps out. If you have any questions, or if you want to send over any pp2 files - we'll be happy to offer any other guidance we can!
Best wishes,
-Gary
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