Intermittent Connection

I am requesting escalation to Executive Customer Relations and Xfinity network engineering for an ongoing intermittent connectivity issue in Winona Lake, Indiana.

I have supported Internet and network systems on superyachts for more than a decade, so rather than relying on anecdotal reports, we set up continuous timestamped monitoring.

We monitored multiple public Internet destinations from:
• My Xfinity connection
• A separate Xfinity home directly across the road
• A Frontier connection used as an independent control
• The local routers at each location

The results strongly indicate this is not an isolated problem inside my home.

During a common 46+ hour monitoring period, the two independent Xfinity services experienced 170 significant failures to 1.1.1.1, and all 170 occurred at matching times. Event start times were within approximately 3 seconds and recovery times within approximately 5 seconds.

During those same events, the independent Frontier connection continued operating and recorded zero significant failures to 1.1.1.1.

My local router also remained reachable during these failures, which argues strongly against Wi-Fi or my internal LAN being the source of the recurring problem.

An Xfinity technician was onsite approximately 10:00–11:00 AM on September 21 and we were subsequently told the problem was fixed. I excluded that technician visit from subsequent analysis because modem resets, cabling changes, and testing during that period could affect the logs.

Starting at 11:15 AM, after the technician had left, the problem continued. My connection subsequently recorded approximately 93 additional significant 1.1.1.1 failures, totaling nearly 4 hours of lost reachability, while my local router recorded zero failures. The issue was still occurring the following morning.

We have also had approximately 30 people in the Winona Lake area contact us reporting similar intermittent Xfinity behavior — service showing online while Internet applications stop working, buffering, and brief outages. I cannot state that those customers have the identical fault because we have not installed monitoring at their homes, but the number of similar reports is concerning.

I have the complete timestamped raw logs and a technical report documenting these results.

I am not requesting another modem replacement or basic Tier 1 troubleshooting.

I am requesting that this be escalated to a team capable of examining the shared Xfinity network infrastructure, node/CMTS/plant and upstream routing, and correlating our exact outage timestamps with Xfinity’s own network telemetry.

Two separate Xfinity services should not repeatedly lose connectivity at essentially identical times while a different ISP continues reaching the same destinations.

This matter has already been through standard customer support and an onsite technician without resolution. Pursuant to Section 25 (“Contact Us”) of the Xfinity Residential Services Agreement, I am requesting escalation to Executive Customer Relations because the local support process has not resolved the problem.

If this issue cannot be appropriately escalated and resolved, I am prepared to submit a formal Notice of Dispute under Section 13(d) of the Residential Services Agreement. My preference is to resolve this technically through Executive Customer Relations and the appropriate network engineering team.

Please have Executive Customer Relations or an appropriate network engineering/escalation team contact me by email or phone. I can provide the complete raw logs, timestamps, and technical report immediately.