Need escalation: recurring service drops since Christmas 2025 despite multiple calls and technician visit

I am requesting escalation beyond basic troubleshooting and a written explanation of root cause, corrective action, and billing relief.

My internet issues began around Christmas 2025 and have now continued for about 3 months. The problems include repeated service drops, intermittent connectivity, and slow speeds. Some outages have lasted around 30 minutes, other have been hours. This has affected my household consistently.

I have already completed repeated troubleshooting through chat support, automated signal refreshes, phone support, modem and router restarts, and a technician visit. The issue is still not resolved.

Here is a timeline of events:

- 1/26/2026: I formally complained and was told there had been multiple outages in my area, including planned maintenance coming up on 1/27/2026. I also reported that several neighbors were experiencing similar issues. I received a $43.24 credit. The rep was able to confirm widespread service issues in my area. 

- 2/6/2026: I called again because the issue was getting worse. I was told my problems were related to being on a “legacy plan” and that moving to a “Next Gen” plan would resolve the issue. I adopted the "Next Gen"  plan at this time, hoping that it would simply alleviate the issues, as I was informed by the rep on the phone.

- 2/22/2026: After multiple transfers and another long troubleshooting session, I was told there was actually no Next Gen service on my account and that my modem would need DOCSIS 3.1 support. This was extremely frustrating because I had already been told the plan change would fix the issue. On top of the plan not being a fix, I was never made aware that that "Next Gen" plans are DOCSIS 3.1 reliant, nor was I made aware that when I initially signed the service agreement for the plan change, it immediately reverted to my old plan because the new plan wasn't compatible with my modem. I set up a technician visit on this call.

- 2/24/2026: A technician visited, said everything looked okay at that moment, and told me to text if the issue continued. I later did so and received no response.

At this point I have been given conflicting explanations involving area outages, maintenance, legacy-plan limitations, infrastructure or signal issues, provisioning issues, and modem compatibility. Meanwhile I am paying about $149/month for unstable service that has gone unresolved for months.

What I need:

- Escalation beyond standard troubleshooting
- Review of outage, maintenance, and impairment history in my area since December 2025
- A clear written explanation of the actual root cause
- A concrete resolution plan
- Appropriate billing relief for the prolonged degraded service

Please do not send me through another basic troubleshooting loop. I have already completed that process multiple times, and it has not resolved the issue. PingPlotter also suggests that there is an issue with the first hop from my modem to the neighborhood node. Along with my modem information showing that there are several T3 time outs and sync timing failures, my download speeds fall to around 100Mbps and upload crumbles to around 0.10Mbps when the issues present themselves, which is becoming more frequent with elongated timeframes. 

I was also billed for my technician visit, which I was told explicitly when I was scheduling it that I wouldn't be billed for it because this issue has been going on since Christmas 2025. 

I don't feel like I've been helped, and any actual results are appreciated. I think there's too much congestion on the nodes in my area and reducing those loads may be a good solution. I'm no network engineer, and that's just my two cents.