Intermittent outages affecting many homes

I am an Xfinity customer with internet only. No streaming packages, no VoIP, literally just a 300/100 internet plan. I own all my equipment, so I do not expect Xfinity to be troubleshooting modems, gateways, anything; that is all on me since I own it. ALL I expect Xfinity to do is deliver reliable service to my property, yet for the last several months they have been very much incapable of doing so!

The trouble started sometime around October 2024 when I received an automated message from Xfinity Assistant saying upgrades would be taking place in my area and to expect to lose internet for a while. I did indeed lose internet and since I was working outside I noticed a contractor (working on behalf of Xfinity) replacing what they called the cable amplifier, located at one end of my road.

Ever since then, I have been experiencing intermittent outages that generally last between 4-5 minutes but can sometimes last up to 20+ minutes. I have had FIVE different techs visit my home since then, on the following dates: 10/22/24, 11/7/24, 11/16/24, 12/11/24, 1/1/2025. Two of these techs were not contractors but rather were directly employed by Xfinity. During the course of these techs attempting to effect repairs, literally everything on my premises was replaced; that is, a new line was run from the demarc box to the pole and also a new line from the demarc box to my living room, which is the sole connection between my home network and the now-brand-new outdoor cabling.

Despite all of that, I was (and still am) having intermittent outages. A few days after the last tech visit, I was talking with my neighbors and come to find out they too are experiencing intermittent outages. Even more revealing, it is not just those neighbors but actually several (all?) residences on my road which are experiencing this same problem. Clearly the trouble is not on MY property.

Throughout all of this, I replaced my customer-owned modem TWICE, both times with (different) models which are listed on Xfinity's website. Both modems were ordered brand new, both arrived sealed in factory packaging, both are DOCSIS 3.1 capable, both are listed as compatible with the Next-Gen Speed tier, and both of them recorded several T3 timeout errors in their internal system logs.

Most of the techs were great, they genuinely did try their best and even confirmed that they had referred my problem to maintenance but yet nothing has been done even months later.

The last tech who visited spoke with his supervisor who was able to monitor my line overnight and determine that there was an intermittent upstream MER issue. However, the tech was forbidden by company policy from putting me in touch with his supervisor directly unless another work order was generated. I have not heard of or noticed any actions as a result of this monitoring.

Worth mentioning here is that on a couple of occasions, I did receive an automated text saying a problem had been detected in my area and should be fixed soon. Sure enough, for approximately one week after receiving that text, the internet worked perfectly. But the "repair" never lasted more than a week either time, with the intermittent outages returning yet again after approximately 6-7 days.

All I'm asking here is for Xfinity to make this right for me and my neighbors. I don't want to make a big stink about it but my options are running out, Xfinity does not exactly make it easy for a customer to escalate a support case.