Heat related outages = Trying to sell me more services

Thanks for responding.  When I did the chat, I was hoping someone would get into gear to check things before the temps dropped.  Sadly, that didn't happen.  As I pointed out, from October until last week, everything worked perfectly, no complaints.  When the heat hit us, then we started having connection issues during the peak heat of the day.  Once the temps cooled down a bit, the problems would stop.  We have had cool & rainy conditions since Friday and there have been zero issues with the connection.  I had assumed there would be logs on the router/gateway which would show when it lost the signal (i.e. when it lost the line connection and when it re-established a new one).  Probably the worst thing is that the way the support is set up.  The "agent" is, imho, worthless.  It could not understanding anything I was saying about the heat being the possible cause of the connection dropping, and it then ran an internet check, when everything was good, and told be everything was good.  Brilliant!  I was right at the point that I was ready to drop the service and switch to Verizon FiOS.  We had that service before we went to Germany three years ago, and it was bulletproof.  It is infuriating to have a problem, to not be able to contact anyone (human) who remotely can understand what is going on or troubleshoot it, and worse to have someone using a service call as a sales opportunity.

Thank you very much for reaching back out to our team. That is definitely an issue we can look further into from here for you. Can you send me a direct message with the full name and complete address for your service? To send a direct message. 

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Another thing here:  This morning around 11:20 am EST, my internet connection dropped out for about 2-3 minutes.  Although the internet connection was as gone as it could be, it was not because the gateway reset.  I watched the gateway during the entire outage and it never lost the connection (i.e. it did not reset, no blinking light, continuous white light the whole time).  As soon as the internet came back, I logged into the gateway to check the logs.  The system log showed that I had logged in as admin.  Great!  But nothing else.  The event and firewall logs were completely blank.  Not one entry for anything.  I then checked for the past day, zilch.  When I extended it back for an entire month, the last entry in the event log was 8 days ago saying "wifi radio Radio1 is set to UP" with 3 more similar entries and nothing else.  The firewall logs had nothing.  I then checked the System logs and found there to be no entries from between 5/20 at 16:53:56 and 5/27 at 10:26:32 when I logged in after the internet dropped out this morning.  So, I have to ask, what the heck?  I should expect, I would think, a goodly amount of entries and yet I have, basically, none.  It's hard to troubleshoot with zero information.  What gives?  

@XfinityRichard​ Still.  When the temperatures have been cool, around 75 and lower for the daytime high, as they were last week and earlier in May, everything has worked perfectly.  Whatever the problem is, the XB8 is much more sensitive to it, and it has so far directly followed the daytime temps - higher temps, more trouble - lower temps, works perfectly.  I would say we are having about 3x more internet connection losses and about 2x more resets with the XB8 compared to the XB6.  It makes trying to do anything a total pain.  As I have pointed out, the logs on the XB6 & 8 are worthless.  Every other router or combination router modem I have ever had has always logged the establishment of the connection and generally, in the case of a modem (DSL in Germany), I could see when the physical analog connection was made, and any issue that popped up, so either I could try to figure out what was going on, or the tech support folks had somewhere to start.  As I said, all that is recorded in the event logs is the wifi status.  Big whoop.  Making this worse is that whenever I talk/chat with anyone from Xfinity, they do exactly the same checks, which have so far all come out good, vs. looking to see if something back up the line is having problems.  I am confused by the logic that says check the gateway numerous times, get perfectly good results every time, then send a technician out to check the gateway you have already checked over and over and found it to be good.  It is interesting to note that whatever the problem is, things work much better when I put the gateway in bridge mode and use my own router.  I have about half as many outages and resets then.

@XfinityRichard​   Still.  In fact, I wrote up a whole response, tried to post it, and the instant I clicked on the Post button the connection dropped out and apparently my whole response went into the bit bucket.  The XB8 is much more sensitive to whatever the problem is.  It has about 3x more internet connection losses, and about 2x more resets.  They all happen at random.  It might go an hour, two, three, etc. then all of a sudden have a whole multitude of drops and or a reset.  As I have been trying to type this up, it has dropped out 4 times.  Whatever the issue is, I have noticed the gateway has a lot fewer drops and resets when I put it into bridge mode.  (In just this time, it has dropped out again.)  What is really infuriating is the Xfinity support logic.  Tests have been run by a multitude of Xfinity employees as well as the AI agent and everything has passed with flying colors.  So, what does Xfinity want to do?  Send out a technician to check the gateway.  There has been so far a clear correlation to the drops and the outside temps.  Nothing here is subject to those temps.  The gateway has a cool 60F environment it lives in.  One might think something here might account for the internet connection drops, but nothing here is what is causing the gateway to reset.  And of course, there is the magical mystery thing that was repaired by some technician on something in the network outside of our house which someone though might have fixed our problem.  Maybe whatever that was was just part of the issue, and whatever was fixed/replaced didn't fully correct the issue?  But who knows because no one seems to have any clue what was repaired/replaced and what it had to do with the price of rice in China.