Modem or Internet?

Been using xfinity at our home for awhile since they are the only provider in the zip code. Was paying a scary amount for 200 megabytes of upload / download. Saw their new promo of 1 gig and figured its time to renew. Went through 5-6 phone calls and months of waiting to finally get that switched over.

Once switched, parts showed up right away and got to work. New modem was installed and immediately had some hiccups. The modem couldn’t connect (even with proper set up) Eventually, it worked and the internet speed was top notch. Then the internet dropped overnight and we could not reconnect. Went through the “turn the modem off, let it sit and plug back in” method over and over. That didn’t work, so I checked the other cables including the coaxial. Nothing worked, so I called xfinity and met the boss - the AI bot. I gave up for a few days as I didn’t want to keep wasting my time getting nowhere. 

Eventually, I was able to get ahold of someone at Xfinity. We talked through the issues, and she suggested we hook up the old modem and see what happens. To our surprise, it worked and stayed working for longer than 45 minutes. Felt like we had solved the issue and I could walk away from the modem and let it do its thing. 

I got ahead of myself, just to find out that the modem has ONCE AGAIN, dropped connection. Now this is just flat out annoying. Mind you, the internet was working just fine before. Never had an issue (slow speeds but reliable). Now we’ve reached our “limit” for complaints related to the issue and our only resolution is to have a technician come out and figure it out. I’m not opposed to that idea as I can’t keep track of when my internet is going to magically shut off… but now we are forced to pay more money to diagnose a system that was working fine before new hardware was introduced. Very dissapointed