Connection dropping for 8-10 seconds randomly

It's been about 9 months since I was on these forums with this exact same issue. Streaming anythign with a larger buffer is no problem. Items with lower latency are impacted, as well as now my ability to do my job since I'm working from home full time. Comcast support has had me restart my router, which is useless troubleshooting when you've told them you've done this multiple times already. It needs escalation to the area  network team, which is what it took last time to finally get it resolved.

 

WiFi is not the issue. You can stream data between devices at full 5GHz speeds when the issue with access to the internet drops. I was seeing T3/T4 errors on my personal modem, but the Xfinity Arris modem does not give me any details in the logs the way my Netgear did. It's pretty disappointing and feels like they locked those down.

 

I'm using an Xfinity owned Arris TG1682G

 

Current Downstream readout from the modem:

Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked
Frequency	513.00 MHz	519.00 MHz	525.00 MHz	531.00 MHz	543.00 MHz	549.00 MHz	555.00 MHz	561.00 MHz	567.00 MHz	573.00 MHz	579.00 MHz	585.00 MHz	591.00 MHz	597.00 MHz	603.00 MHz	609.00 MHz	615.00 MHz	621.00 MHz	627.00 MHz	633.00 MHz	639.00 MHz	645.00 MHz	651.00 MHz	657.00 MHz
SNR	40.37 dB	40.37 dB	40.37 dB	40.95 dB	40.37 dB	40.37 dB	40.37 dB	40.95 dB	40.37 dB	40.37 dB	40.37 dB	40.37 dB	40.95 dB	40.37 dB	40.37 dB	40.37 dB	40.37 dB	40.37 dB	38.98 dB	38.98 dB	38.98 dB	40.37 dB	38.98 dB	38.98 dB
Power Level	0.30 dBmV	0.30 dBmV	0.60 dBmV	0.60 dBmV	0.90 dBmV	1.00 dBmV	0.80 dBmV	0.90 dBmV	0.80 dBmV	0.80 dBmV	0.50 dBmV	0.40 dBmV	0.30 dBmV	0.20 dBmV	0.20 dBmV	-0.10 dBmV	-0.20 dBmV	-0.50 dBmV	-0.90 dBmV	-0.80 dBmV	-0.50 dBmV	-0.50 dBmV	-0.40 dBmV	-1.00 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM

 

 

Current Upstream readout:

Index	1	2	3	4	5	6	7	8
Lock Status	Locked	Locked	Locked	Locked	Locked	Not Locked	Not Locked	Not Locked
Frequency	23.70 MHz	41.20 MHz	30.30 MHz	17.30 MHz	36.70 MHz
Symbol Rate	5120 KSym/s	1280 KSym/s	5120 KSym/s	5120 KSym/s	5120 KSym/s
Power Level	42.25 dBmV	45.00 dBmV	42.75 dBmV	41.50 dBmV	43.25 dBmV
Modulation	64 QAM	64 QAM	64 QAM	64 QAM	64 QAM
Channel Type	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)

 

Power and SNR ratios all look decent. Modem resets don't seem to fix or do anything. The issue is intermittent, and seems to come around mostly in the evenings between 4:30-midnight. Usually as I'm doing something online, meeting or virtual conference. When you try to load the modem during the dropout, the modem doesn't respond, and is likely a result of the T3/T4 issues.

 

System logs are ALWAYS never present. Event logs only log when I get a new IP lease. Can someone please help me escalate this to the regional issues area?

 

Edit: It's also worth mentioning that last time we had this issue we got new line from the pole to the modem (as well as new modem that didn't resolve the issue), so it's not a line issue either. It seems whatever was fixed on the network end is back.