Internet Drops when using MS Teams for Kids Home School.

When it drops it freezes the modem up completely and needs to be unplugged and reset. All internet service drops in the home. 

Yesterday I ran a new quad shielded RG6 cable directly from the switch outside of my home from the pole that attracted to my modem. This completely bypasses my home wiring. Still dropped this afternoon while my daughter was online. My modem is on a UPS power surge isn't the issue either. 

That is very odd, and is an issue we will definitely be able to look into from here. Can you send me a direct message with the full name and complete address for your service? 

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@JohnG I didn't see a notification or email that you replied, but a tech is coming to my home this Saturday to try and resolve. This would the the 2nd time a tech has come out. Thursday when it froze up and I reached out to Xfinity support they could not reboot the modem remotely and asked me to go home and manually reboot it. 

Subject/Reason: Chronic intermittent connectivity — suspected plant/node impairment (modem locks up; remote reset fails)

Summary:
I’ve had ongoing connection drops that freeze the modem (only during MS Teams Meetings) this happens Monday-Thurs when my kids are on MS Teams for their online school. It happens either around 9AM or 1PM—it becomes unreachable and cannot be reset remotely. My agent attempted a remote reset on [Thursday 9-11 @ 1PM], and it failed; I had to power‑cycle it locally to recover.

What I’ve already done (at my own expense/time):

• Replaced the modem four times with next‑gen Tier 1‑approved models Netgear CBR750, Arris S33, Arris G35 (current: ARRIS S34)
• Installed a UPS for clean power
• Ran a new quad‑shield RG6 coax from the pole/pedestal switch directly to the modem (no splitters on the modem leg)
• Relocated the modem/router away from interference and out of the attic to eliminate possible inside noise, AC Unit or other
• Upgraded to fastest speeds offered in my area, 2.1GPS Download / 300MPS Uploads.

Symptoms:

• Drops happen during video calls (e.g., Microsoft Teams)
• Seems to coincide with when the AC kicks on at times. Hard to tell so I relocated the modem/router to opposite end of home and ran a new quad shielded RG6 cable directly to the new location to eliminate my electrical being the issue. 
• Modem locks up and won’t accept remote commands; only a physical power cycle restores service
• The modem’s local status/log page often becomes unresponsive while frozen (so I can’t capture event logs)

@user_zxsimr We appreciate you doing a bunch of the fixes on your end. The tech on Saturday will be able to check all possible issues on location to see what may be causing the problem. If they believe it's an issue further upstream they can then escalate the issue to the maintenance team. We can check in with you Saturday to see how the visit went and pick up from there.