No internet since yesterday’s outage

Prior to the outage that occurred in my area yesterday, my internet services worked perfectly fine. From the moment the outage occurred up until now, my internet services have not yet been restored.

I’ve attempted all of the troubleshooting steps ranging from:

- Turning my modem off, waiting 60 seconds, then turning it back on.

- Disconnecting both ends of my coaxial cable, then reconnecting them, ensuring both ends are tightened but not too tight. My modem also connects directly to the coaxial cable outlet, not into a splitter from inside of my home. On the outside junction box, there is a splitter with coaxial cables connecting to it from the outlet inside my home, but this wasn’t an issue prior to the outage?

None of the physical cables or hardware changed after the outage was reported fixed. I contacted multiple live agents, who all said the same thing: The modem is offline on their end.

I was advised that my modem was at its end-of-life stage and was recommended to upgrade the hardware after contacting support. Before acquiring a new modem and router setup, the current state of my modem/router was in a loop of establishing an upstream connection. I was able to review the modem/router directly from the local access portal via Ethernet and was given strange information. The Downstream Bonded Channels only locked to one channel but at -15.1 dBmV, which I knew was out of specs. The upstream signal could not lock onto any channels, but the power was fluctuating between 24.8 dBmV and 55 dBmV. I understand the recommended power should be within 35 - 50 dBmV for Upstream, but what confuses me is that if Internet services were working prior to the outage that occurred in my area around 11 am PST and nothing has changed in terms of physical cables and connections, is the issue on my end or something that has been implemented during the fix for the outage?

I attempted to activate my new modem, which is a CM2500, and it currently sits at the same continuous upstream connection state. The only difference is, on my new modem, the upstream power is sitting at 0 dBmV and cannot lock onto any channels. The Downstream power is also still poor, sitting at -15.1 dBmV and still only locks onto one channel.

I’ve also reviewed the event logs on my new CM2500 and noticed several T3 and T4 errors along with B-INIT-RNG Failure events.

I already have a technician scheduled to come out on the 27th, but I wanted to know if there was anything on my end that I should look into or if it’s possible for an official Xfinity member to review any network sided information in my area to determine if the issue pertains to the recent outage fix?