Repeated Internet Drops (T3 timeouts and Channel Errors)

I am an Xfinity customer in Lafayette, CA experiencing repeated internet outages for years. My attempts to address the issue hasn't fixed the problems. Over the last 2 weeks, l got more serious about troubleshooting. I have done extensive technical troubleshooting and have documentation that points to an infrastructure problem on Comcast's end, not my equipment.

My Setup (I've fully replaced both systems to try to address the issues on my end)

• Motorola MB8611 modem (on Comcast's approved list)
• Google Nest Wifi router
• Outages affect all devices including wired ethernet connections

The Problem I am experiencing multiple internet outages per day, ranging from a few minutes to over 30 minutes each. Since May 13th alone I have documented at least 15 full outages.

What My Modem Logs Show My modem event logs consistently show T3 and T4 timeouts where Comcast's CMTS stops responding to my modem. More specifically, OFDM downstream channels 193 and 194 (722 MHz and 957 MHz) are continuously failing. My modem has been sending CM-STATUS Event Type Code 24 messages to Comcast's CMTS reporting both channels as unusable across all four profiles — 0, 1, 2, and 3 — simultaneously.

Comcast's own automated system has attempted to fix this by pushing profile changes (Event Type Code 16) dozens of times since May 10th. Every single attempt has failed within minutes.

What Makes This Clearly A Comcast Infrastructure Issue My downstream signal levels are consistently excellent — 9.5 to 10.5 dBmV with SNR between 41 and 45 dB. My upstream is 40 to 41 dBmV. These readings are identical before and after every outage. All 32 SC-QAM channels show zero corrected or uncorrected errors. The problem is isolated entirely to the OFDM channels and is not caused by anything on my end.

Repair Attempts So Far on the most recent attempt. This does not document the multiple visits throughout the years.

• Visit 1 (May 11) — Inside technician replaced equipment, removed a splitter, tightened connections. Signal levels improved but OFDM channel failures continued immediately after he left.
• Visit 2 (May 13) — Drop technician replaced the entire drop line from the street to my house. CM-STATUS failures resumed within 3 minutes of reconnection.

All inside wiring has been inspected and replaced. The drop line is brand new. The problem is definitively at the tap or node serving my address.

What I Need A node technician to investigate the CMTS and node infrastructure serving my address  — specifically the tap and amplifier for OFDM frequencies at 722 MHz and 957 MHz. Every possible software remediation has been attempted and failed. This requires physical inspection of the node hardware.

Summary of Outages Since May 13 At least 15 documented full outages in 5 days, including a 32-minute outage on May 10th, a 42-minute outage on May 16th, and multiple outages every single day since May 13th.

Any help getting this escalated to the right team would be greatly appreciated.