Outages every 10 min persist after drop replacement: upstream issue, need maintenance

Hello,

I had an Xfinity technician out on 10/1/2026 for severe, recurring packet loss: 50–100% loss lasting up to a minute, occurring roughly every 10 minutes. He replaced the outside drop cable from the pole and stated that noise on the line looked significantly better. However, the exact same issue is still happening.

Proof it's outside the home: I ran continuous 1-second ping tests simultaneously to my modem (192.168.100.1), external DNS (8.8.8.8), and a game server. The local hop to the modem never drops (1–2 ms, 0 lost packets over 2,000+ pings), while everything past the modem drops in bursts exactly 10 minutes apart. Immediately after the drop cable was replaced, outages repeated at 2:45, 2:55, and 3:05 PM ET on 10/1.

1. Upstream OFDMA Channel 43 Profile Flapping & DRW Errors

• About every 10 minutes, all day, the modem logs: US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 10. Outages consistently correlate within seconds of these profile changes.

• Repeated T3 timeouts occurred on 10/2 (including 3:23, 4:56, and 7:27 PM ET). Right after the 4:56 PM T3 event, the modem logged RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW, followed by a Profile 13 assignment and a DBC-REQ mismatch warning.

2. Downstream High-Frequency Interference (OFDM Channel 194)

• SC-QAM channels 13–44 show clean SNR values between 40–43 dB with zero uncorrectable errors.

• However, OFDM Channel 194 (957 MHz, −1.7 dBmV) has accumulated 71,480 uncorrectable codewords, alongside frequent bursts of CM-STATUS Event Type Code 16 and 24 profile failures.

Because the drop cable was just replaced and local cabling is ruled out, this appears to be an upstream plant issue: ingress noise at the tap or further up the node, or an OFDMA profile calibration problem at the CMTS.

Could an Official Employee please review node telemetry / upstream SNR on my segment and escalate this to network line maintenance? As an interim isolation test, temporarily disabling OFDMA upstream on my modem would confirm whether the 10-minute drops immediately subside.

Thank you!