Pingman Tools Home Forums PingPlotter PingPlotter Support Xfinity trouble shooting

I'm having issues with what I believe is packet loss and lag. I'm attaching shared pingplotter data. On hop 2, it has an IP of 10.27.157.50. I have an eero6 router and an Arris S33 modem. At first, I thought that my modem was hop 2; however, from what I'm reading, that is not the case. Xfinity has not been any help.

https://share.pingplotter.com/5m3savig4uU.png

Looking at your PingPlotter results I agree that the latency/packet loss you recorded would cause issues, especially when trying to play an online game.

Assuming hop #2 isn't your modem (based on the IP I wouldn't think it is) I suggest checking out our article on "Building a Case". Theres some good tips for helping you effectively communicate with your ISP to try and reach a resolution faster:

https://www.pingplotter.com/fix-your-network/build-a-case/

Best of luck!