Chronic intermittent signal issue. Requesting Line Maintenance

@XfinityShawn​ yes. Hence the technician they are sending Sunday. The app support said it was a hardware issue because I’m using my own, but I’m fairly certain it is not my modem/router. After reviewing the logs and factory reset it looks like an outside issue. I’ve not had to ask anyone to re authorize any modem that I can recall, so it’s pretty unusual to get that level of dropping and noise to kick off that level of failure.

@user_4lbbcn yea most of the time an issue like this is not a modem issue. Sometimes it can be, but there is no way to know for sure without a tech taking a closer look at your location. But we most commonly see repairs being needed beyond the modem in a situation like this. But a service tech needs to do initial tests and diagnostics. Then follow specific steps to refer work to our maintenance team if needed. 

@XfinityJosephA​ I figure as much, but was hoping to get the right person out quicker. I’m probably getting this all mixed up but I’ve read that they can check the neighborhood node health via Watchtower to see if this is affecting my neighbors, as that would confirm it’s a Plant/Maintenance issue rather than a home issue. We work from home and the internet is rather important. The speed is awesome when it works, so trying hard to stay a loyal customer. Despite the first line support adding things (Now Tv as a thank you!?! For $20) to my bill or enrolling me in rewards and issuing a .10 credit after losing nearly two whole working days to troubleshooting in the last month! 

You're thinking the right way, @user_4lbbcn! We just don't "jump" to some of the steps you've mentioned without having at least a few regular visits within a month or so. Sometimes we can get things resolved with normal Trouble Calls (tech visits), and there's a process we must follow before being able to escalate things further (such as to our Maintenance team). The field tech(s) who come out should be able to do this as well, and since they're our first line of defense, we want to start there. So, how about we follow up with you next week to see how Sunday's visit went and go from there? You're in excellent hands with our team here because we'll step in and go above and beyond when an account or services need special attention.