Repeated Internet Outages for Over 3 Weeks – Need Urgent Help

I have now completed close to two hours of continuous connection logging using a ping test, and the results confirm that my internet is now completely unreliable, with worsening failures.

Updated Findings from My Ping Test:

• 303 instances of "Request timed out" – My connection completely dropped 303 times (5% packet loss).
• Multiple instances of "General failure" or "Destination host unreachable" – My router lost connection to Xfinity entirely during these moments.
• Maximum latency spike: 1523 ms – Extreme lag is making work, video calls, and streaming impossible.

These failures are now happening every few minutes, proving that this is not an isolated issue but a worsening, ongoing failure.

A technician already confirmed on February 17th that the issue is in the Xfinity box outside my home and that a maintenance crew would be needed. I was told this would be done by February 22nd, but it has not happened, and my service is now barely functional.

I Need an Immediate Update on the Following:

1️⃣ Was my repair request ever actually scheduled?
2️⃣ When will a maintenance crew be dispatched to fix the issue?

This is now beyond an inconvenience—it is a complete service failure.

I have pasted below a summary of my full ping test log as proof of these failures. I was unable to attach the complete ping log file to this comment, but I can upload it or email it if you provide an alternative way to submit it.

---

Ping Statistics for 8.8.8.8:

• Packets: Sent = 5,552, Received = 5,249, Lost = 303 (5% loss)
• Approximate round-trip times (ms):
  • Minimum: 21 ms
  • Maximum: 1523 ms
  • Average: 26 ms