Dropping Internet Is Going to Cost My Job - Chat Techs Are NOT Helping

I’m hoping someone from Xfinity can help because I’m at a loss as to what to do next.

For the past several weeks (possibly longer), my internet has been randomly disconnecting for short periods throughout the day. The outages usually last anywhere from 2–5 minutes before reconnecting on their own.

Here are the steps we’ve already taken:

• Exchanged our older Xfinity gateway for a brand-new Xfinity gateway.
• Replaced and rerouted our Ethernet cable to eliminate possible interference.
• My work computer is connected directly by Ethernet, not Wi-Fi.
• The exact same issue is occurring with both the old gateway and the brand-new gateway.

One thing I’ve noticed is that when the connection drops, the gateway does not always behave the same way. Sometimes the light remains solid white while the internet stops working, and other times the light begins blinking as if it’s trying to reconnect.

This issue is especially urgent because I work from home in a position that requires a stable internet connection. I experienced multiple disconnects during work today, and if this continues, my job is genuinely at risk. Due to the disconnects, I’ve already been told by HR that if this occurs again, they will have to end my employment since it is disrupting my availability and causing interruptions to business. 

I have a technician appointment scheduled, but unfortunately the earliest available appointment isn’t until the middle of next week, and I return to work on Sunday.

I’ve also had difficulty getting technical support through chat. During several recent chat interactions, the online agent has focused on selling me additional services instead of troubleshooting the connection. During my most recent chat, I was told my modem needed a provisioning update and asked to approve it, but they wanted me to approve adding cable to my internet package in order for them to proceed. I told them I wasn’t comfortable proceeding without speaking to someone first and that I was not interested in cable. The chat agent refused to help after that. 

I have a visual impairment, so phone support is much easier for me than chat, but I’ve repeatedly been told a phone call isn’t available.

Additionally, whenever I try to call 1800COMCAST or 1800XFINITY the automated system stays stuck in a loop repeating my balance and asking if I want to receive a text to make a payment (I always pay around the beginning of the month so I have to decline until then). The moment I decline it goes back to repeating the same comments over and over again regardless of any attempts I make to get a live agent. 

My questions are:

• Can someone review my line and modem logs to determine whether there are intermittent signal issues?
• Is there any way to escalate or move my technician appointment sooner due to this affecting my employment?
• Does this sound more like a signal issue than a gateway issue, given that two different gateways have exhibited the same behavior?

I would truly appreciate any guidance or assistance. Thank you very much.