Intermittent Connection Drops and Packet Loss (every 15-20 Minutes)

I'm experiencing intermittent connection drops around 15-20 minutes, which has become increasingly frustrating as it hampers my ability to conduct essential tasks such as Zoom/Teams calls or live trading. Despite multiple attempts to resolve the issue through both phone and in-person technical support, the problem remains unresolved.

Here's a brief summary of the events leading up to the current situation:

Around the 17th of January, I initially noticed my modem experiencing random connection drops every few minutes. After contacting Comcast and having a technician inspect the lines, the issue seemed to stem from slightly elevated power levels on the uplink side. Subsequent maintenance corrected the issue temporarily, but the problem resurfaced around mid-February.

The recurring issue presents as severe packet loss and complete connection drops lasting 5-10 seconds every 10-15 minutes. Despite the internet performing well when it's stable, these disruptions render it virtually unusable. This not only affects my work but also impacts the productivity of three individuals working from home in my household.

To provide context, here's a chronological overview of the steps taken to address the issue:

January 17, 2024: Initially, when the issue arose in January, I was using my own Netgear CM1100 modem alongside my UDM Pro SE router. Upon noticing the problem, I promptly contacted Xfinity support, and a technician was dispatched to inspect the lines. After identifying slightly elevated power levels on the uplink side, the technician forwarded the issue to another maintenance crew. Subsequently, the crew worked on an amplifier outside, which temporarily resolved the random disconnects for 2-3 weeks.

January 26, 2024: As a precautionary measure, we decided to switch to an Arris S33 modem to rule out any potential issues with our equipment.

February 15, 2024: Unfortunately, the problem resurfaced in mid-February. Despite our efforts, an agent who inspected our equipment found no issues and attributed the problem to our equipment.

February 16, 2024: In an attempt to troubleshoot further, we reverted to our original CM1100 modem and even changed the router to an old EdgeRouter. Despite upgrading our internet package to 1.2Gbps, the issue persisted. Frustrated with the lack of progress, we rented a modem/router (XB8) from the Xfinity office, hoping to bypass any potential issues with our equipment. However, the connection continued to drop randomly, rendering remote work impossible.

February 17, 2024: Desperate for a resolution, we contacted another agent, who, despite being unable to connect to our modem remotely, sent another technician to our location. Upon arrival, the technician inspected the lines and confirmed that everything appeared to be in order. Despite acknowledging the intermittent drops, he explained that he was unable to escalate the issue as the modem's light was white, indicating a connection. To illustrate the severity of the problem, I invited him to use the Wi-Fi and attempt to browse the internet. As expected, his attempts to access speedtest.net failed repeatedly, despite the modem showing a connected status (solid white). After numerous unsuccessful attempts, the technician conceded that there was indeed a significant issue with the connection from Xfinity/Comcast side but everything from my end seemed great. However, he reiterated his inability to escalate the matter since the modem's status light was white. I find this ridiculous since at this point, the modem light might as well be red with no connection. 

It's been a couple of weeks since the last technician visit, and unfortunately, there has been no follow-up or communication from Xfinity regarding the resolution of my ongoing connectivity issues. This ongoing situation severely disrupts our ability to effectively work from home.

The purpose of this post is not to assign blame, but rather to seek a solution. I'm reaching out to this community in the hopes of connecting with someone who can offer meaningful assistance. Despite being a Comcast/Xfinity customer for around a decade, I've never encountered such frustration and dissatisfaction with the service.