Request for Network/Plant Escalation – Repeated WAN Outages Documented With Xfinity Gateway and Independent Monitoring

I have an ongoing intermittent packet-loss and WAN-disconnection problem that has persisted through modem replacement and multiple troubleshooting efforts. I am now using an Xfinity-owned gateway and have assembled a detailed evidence package with timestamped Firewalla monitoring, DOCSIS statistics, gateway logs and repeated outages.

On September 11, Firewalla documented multiple complete ISP failures, including simultaneous failures to 1.1.1.1, 8.8.8.8 and 9.9.9.9. During one of those failures, the Xfinity gateway at 10.0.0.1 remained locally reachable. Immediately following the failures, downstream and upstream DOCSIS levels remained healthy and all channels were locked.

I am not requesting another point-in-time premise signal test. I am requesting escalation to a team capable of reviewing historical CMTS/modem/node telemetry at the documented timestamps and determining whether this requires maintenance/plant/network engineering involvement.

I have a 16-page evidence package available and would like to provide it to the Comcast employee assigned to the case.