Severe intermittent packet loss and disconnects on wired Ethernet — 136 outages / 2h 40m downtime in 24 hours

Hello, I am looking for help with an ongoing Xfinity internet reliability issue that has steadily become worse over the past several months. Every 5-15 minutes internet is having packet loss that is unusable, yes it is connected and not losing connection completely sometimes but it is unusable in its current state.

This is not a Wi‑Fi issue. My main computer is connected by Ethernet, and the issue affects the household’s internet connection as a whole. During the outages, internet access drops or becomes unusable from packet loss for roughly 30 seconds up to 3 minutes at a time.

My new Ubiquiti router logs and monitors WAN stability, and in the most recent 24-hour period it recorded:

• 136 internet/WAN disconnect events

• 2 hours and 40 minutes total downtime

• Individual interruptions ranging from approximately 30 seconds to 3 minutes

• Numerous recorded instances of packet loss, timestamps, IP/WAN information, and Ethernet connection status

I have screenshots and logs documenting the events, including the time of each incident, packet-loss percentage, Ethernet connection status, and WAN/IP information.

I have already tried multiple steps to rule out equipment inside the home:

• Tested two different routers

• Tested two different modems

• Tried different Ethernet cables

• Tried different Ethernet ports

• Used a wired Ethernet connection rather than Wi‑Fi

• Upgraded to a higher-speed internet plan

• Continued monitoring the connection over time

None of these steps resolved the issue. Upgrading the speed plan also did not help, which makes it clear this is not a bandwidth or speed problem—it is a reliability and consistency problem.

I work from home, and these repeated interruptions make calls and normal work extremely difficult. Gaming is also heavily affected for everyone in the house. My brother has reached the point where he prefers to use his phone hotspot to game because it is more stable than our wired Xfinity connection.

The connection can perform normally between incidents, but the repeated packet loss and full outages make it unreliable for work, gaming, and any real-time use. Seeing the Ubiquiti monitoring data has made clear that this is happening far more often than we originally realized.

I am requesting that this be treated as an intermittent wired WAN/DOCSIS connectivity issue, not Wi‑Fi troubleshooting.

Please investigate:

• Historical modem signal and event logs during the recorded outage windows

• Coax wiring, connectors, splitters, and grounding at the house

• The drop line from the house to the street tap

• Upstream/downstream signal quality, noise/ingress, and intermittent signal impairment

• Street tap, node, amplifier, or other outside-plant equipment if the in-home wiring tests normally

I can provide the exact timestamps, screenshots, modem logs, and Ubiquiti outage reports. I would appreciate a technician appointment and escalation to maintenance/plant if the issue cannot be identified during a standard in-home visit.      Thank You.