Intermittent Internet Connection

Is that you Live Agent!?

If you have anything helpful, as to what would cause my issue, I'd appreciate that input.  I have gone through scheduling an appointment and it was mis-scheduled and canceled.  It is going to require taking a vacation day, so I'd like more than 'we have no idea, but hopefully someone standing in your basement would have a better idea.'

Genuinely how is that an acceptable response to this post?

@user_pq6qbt By reaching out to us directly, we will be able to review your account, your equipment, signal levels, and the Node that services your area. There could be many factors going on that would cause your internet to disconnect each night. We like to gather as much information from you to help resolve the issue for you. 
It does sound like you have been through the general troubleshooting steps. If you are using your own modem, it's always a good idea to ensure the modems firmware is updated.

In several reported cased of disconnections at a certain time, may be caused by internet congestion or increased network traffic in the area depleting the bandwidth. Dispatching a technician will more than likely be the solution to investigate, however we can start by taking a look at the whole picture for you.

Thank you very much.  That's already 100x times farther than I have gotten with previous attempts to troubleshoot with Xfinity support.  I have yet to have anyone suggest or attempt to investigate the options listed above such as signal levels/node that services my area.  Those items plus congestion and increased network traffic seem like completely reasonable options that should be pursued in a legitimate investigation of my issues, but with previous attempts to contact Xfinity Support it has felt like no effort was put into resolving the issue, rather  immediately shrugging the issue off to scheduling a visit.  I understand as a field service engineer myself, that having a person onsite is often the best option to obtain a resolution. However with a family and full work schedule, I would appreciate even a little investigation on the providers side.  Often being the tech onsite, you see that the issue could have been resolved much more quickly and with less conflict(as well as customer expense) if the people in tech support would have given the issue its due diligence rather than kicking the can down the road.  

What would be the best process for me to reach out directly? Is the below information, copied from Raf above, still accurate?  Selecting Xfinity Support for the To: line?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

You're welcome, @user_pq6qbt. We understand your concerns, and we'll do everything possible to help get this resolved in a manner that is most convenient for you. Please follow the steps above to send us a Direct Message with your full name and complete address. Thanks!

Hey, @user_fpmlld! Thanks for reaching out to us on the forums! I apologize to hear of the issues you are having with your internet services. I know how frustrating it can be when the services doesn't seem reliable, especially when you need it the most! It's possible you may need to have a tech come out and have a look at the line, but before we go down that road, let's check out a few things first. The coax cable on the back of the modem, does that go from the modem directly into the wall plate or does it go into a splitter before the wall plate?