persistent high latency and packet loss. Impenetrable technical support. Pointless chatbot.

Hey @user_og1w1i, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet connectivity issues. I would be more than happy to offer my assistance looking into this further for you.

With the connectivity issues being received typically the issue would be located within the home with the communication between the network and device. Some great things to check for issues like this are the following: 
 
 -> Check the coax cable going to the back of your modem box to ensure there's a tight connection. Loose connections can cause signal loss or introduce noise into the line.
 
 -> Check the connections of the coax cable to any splitters within your home. Like at the back of your modem, loose connections here can cause signal loss or introduce noise into the line.
 
 -> Check the coax cable to ensure it is in good quality such as no hard bends, kinks, bite marks, or cuts that could interfere with signal reaching the cable modem.
 
Please give these items a check and let us know if anything happened to be loose, not connected properly, or if you had to fix the cable line. We hope to hear from you soon to see if we need to troubleshoot further. 

I sincerely appreciate the help and I am happy to pay the $100.  I am skeptical that you will send someone experienced enough to make an accurate diagnosis, at which point I will have paid $100 and taken a day or two off work to accommodate your scheduling, and I’ll then be told “its fine, there isn’t anything wrong with it.”   The power levels are 0.9-1.9 dBmV per channel, which I understand to be normal for QAM256.   The SNR/MER is 38.5-40.3 per channel, which I also understand to be fine.  I need a tech who can look beyond the surface to tell me why I’m continuing to see Event Type Code 16 and 24, on some days but not others, and often numerous times per day.  How can I be sure that I get THAT technician, and not a random contractor you have engaged to go around slinging cable and power-cycling modems? 

Adding Event Type Codes 2 and 5, which also made an appearance this evening. Is this typical of a failing modem?

@user_og1w1i @XfinityChelseaB 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

I tightened a coax connection and restarted the modem. The modem has been error free for a couple of days now, so I apologize for insisting that couldn’t be the problem. It was, and I was wrong. 

having said that, my router tests latency and packet loss against google and cloudflare servers periodically and averages those values. When the averaged value exceed a threshold, a script is executed and I see a warning.  Despite having cleared up the modem errors, I am still seeing periodic network latency warnings on the network appliance connected to the modem.   As the modem appears to now be fault-free, I am inclined or believe that this is still something on the Xfinity side.  Are there other things you can look at on the back end to remedy the latency?  

Separate question: I appear to be located in an “enhanced speed market,” but still see only 40mb upload speed on my gb plan. If I upgrade the modem, will I see faster uploads?  

https://www.xfinity.com/hub/internet/faster-upload-speeds

thanks again for all of your help.