Long-Term Service Degradation Since August 2024 – Need Engineering Escalation and Resolution

Hello,

I’ve been experiencing persistent service degradation at my address since August 2024, shortly after the DOCSIS 3.1 upload-side upgrade in my area. My service is consistently impacted by:

• Intermittent slowdowns and major speed drops

• T3 timeout errors

• Large volumes of uncorrectable and correctable codeword errors across multiple downstream channels

Comcast has sent multiple technicians and line techs to my apartment. One line replacement was performed from the exterior box to my unit, but the core issue remains unresolved. I live in the second-to-final unit on a coax run that serves 57 other apartments, and I’ve repeatedly requested upstream inspection beyond my location—but this has not been done.

To rule out modem issues, I’ve tested:

• Multiple Netgear CM3000s

• An Arris S34 (which shut off under signal conditions)

• A Comcast Xfinity X8 rental modem (also shut off once)

All three showed the same behavior: degraded signal, instability, and T3-related errors. After being advised to switch to the Xfinity modem, support essentially stopped. The X8 also suppresses key diagnostics like T3 logs, which makes it harder to track the ongoing issues.

When I requested my technician visit history, I was told only 2025 appointments could be accessed and that 2024 visit logs had been erased from the system, which is extremely concerning given the length and severity of this case.

I have paid $120 to $139 per month throughout this issue, with no resolution. Recently, I was offered an $85/month 5-year no-contract compromise. While appreciated, it does not address the root issue, and I’m reluctant to accept a billing solution without a network fix.

I am requesting the following:

1. Escalation to Comcast engineering/maintenance for upstream ingress and signal inspection

2. Full review of historical technician visits tied to my account (including 2024, if possible) 

3. A meaningful path to restore stable, error-free service, until then I would like my service comped in perpetuity until the issue is resolved.

I have documentation and screenshots available upon request. I would appreciate a direct response or a way to escalate this further.

Thank you,
FTD