Continual internet drops over four months

We’ve continually had issues for the last four months with our internet service. On November 18th, I received a text from Xfinity. It said “We’ve identified an issue that may affect your Xfinity Internet and Video services. A technician will need access to your home to fix the issue.” I didn’t expect that the next four months would be this much of a struggle! 

We have since had 4 technicians (1 elevated and 1 supervisor) come out to inspect and have no resolution to the issue. I have called dozens of times, with half of them having dropped as a result of our spotty internet connection, which has dropped sometimes over 50 times in a day (as I’ve monitored through the router system log). In order to try to troubleshoot this issue during that time, I have purchased a brand new modem and router, updating both of their firmware. While the speed has increased with new units, the issues have remained just as frequent. Every technician who has come out has suggested that there is no interference, everything looks fine with our set up, and when they monitor the strength of the upstream and downstream, and see that service is being provided the coax cable. Even with the WiFi inexplicably cutting out multiple times during the visit, they left confused, with no solutions but passed the bill and said that there was nothing that they could do. 

A simple look at the modem’s health suggests that something is very wrong with the service that I’m being provided. I’ve run an Ethernet cord to the modem when our WiFi drops, and there is no internet provided to my laptop. I'm not sure that I can attach it here, but over the past 6 days, every single 256QAM channel has more uncorrectable errors that corrected (example: channel 17, 166047 corrected and 245239 uncorrectable). Our OFDM channel has 980862060 corrected and 1780759 uncorrectable. This has been one of our best weeks in terms of drops that we've had in the last four months. Since I’ve had to do so much troubleshooting without Xfinity’s support, I’ve learned that having this many uncorrectable errors that present as “critical” for my modem is a huge sign of Xfinity cable issues. 

In summary:

• Contacted November 18th by Xfinity
• 4 Technician Visits
• New Modem and New Router
• Ethernet Test when WiFi Drops, No Connectivity
• Consistent Connectivity Issues Remain

It’s frustrating that I have to seemingly convince everyone who I speak with and who visits our house that this issue remains and needs resolution despite my best efforts, time and money to personally troubleshoot. 

My wife and I haven’t been able to work from home over these four months. We are preparing for our first child arriving this month and are having to plan around having unreliable internet, so I’ve really tried my best to resolve this prior to that. I’m disappointed to see that we’re still experiencing these errors. After being reliable customers for years, I keep seeing the Verizon truck installing lines only a few blocks away from me, and unless something changes, I can only hope that they will be providing service for us soon. I’m at a loss and would love for someone to take our issue seriously as we are and commit to helping us navigate the situation and resolve it. It's possible the solution is straightforward and I'm missing it, but I'd appreciate someone actually taking the time to really dig into it.