Six weeks, two tech visits, one underground dig ... still 10+ T3 timeouts per day. Need real plant-side escalation.

I received a notification that an underground cable replacement at my service address  was marked complete. However, there is an unterminated cable lying in my yard with no end on it. The work appears to be incomplete or improperly closed out.

Additionally, my modem is still showing the same service failures I was experiencing before the cable work — multiple T3 timeouts daily, continuous profile reassignments, billions of corrected errors on downstream channels. The cable replacement did not resolve the issue, suggesting either (a) the new cable was never actually put into service and I'm still on the old failing line, or (b) the wrong component was replaced.

I need:

1. A technician dispatched to verify whether the new cable is actually in service or whether the work is incomplete
2. The unterminated cable in my yard either removed or properly terminated as a safety/property issue
3. Continued resolution of my service issue, which has been ongoing for over six weeks
   
   
   

   Looking for help from the verified Xfinity team here, because tier 1 and chat support have run their course.

   The short version: I've been documenting continuous DOCSIS-level service failures since late April. Two tech visits and one underground cable replacement later, my modem still logs multiple T3 timeouts daily and the failure pattern hasn't changed. There's also a physically unterminated cable sitting in my yard from the recent dig, which makes me suspect the work was either incomplete or never cut over.

   Setup:

   • Arris SURFboard S34 modem (CM-MAC available on request via DM)
   • TP-Link BE6500 router (irrelevant, but mentioning to preempt the question)
   • 9-unit condo in Aurora, CO
   • Equipment is new and top-rated, fully functional

   Timeline:

   • Late April 2026: Service starts failing every 5-10 minutes. Initial modem diagnostics show upstream power maxed out at 53 dBmV (over the DOCSIS 51 dBmV spec maximum). T3/T4 timeouts and RNG-RSP commanded power warnings flooding the event log.
   • April 26: Tech visit #1. Replaced wiring and a splitter inside my unit. Upstream power drops to a healthy 46-47 dBmV and has stayed there. Genuinely good work on the unit-level issue.
   • Late April / early May: Service failures return, but the signature is different now. Upstream stays clean. Downstream channels start accumulating massive corrected and uncorrectable error counts, T3 timeouts return, and the CMTS begins continuously reassigning my upstream profile on channel 43 (OFDMA) — sometimes dozens of times per day.
   • May 14: Tech visit #2. No meaningful change to the problem afterward.
   • May 21 onward: Service progressively worsens. Specific downstream channels in the 585-669 MHz band start showing catastrophic error rates. Channel 29 alone has logged over 3 million uncorrectable errors. OFDM PLC corrected errors hit several billion. Multiple T3 timeouts daily.
   • Early June: I notice an account notification that an underground cable replacement was scheduled and marked complete. I never received a phone call or door knock. I find a cable lying loose in the yard with no terminated end, sticking out of the ground.
   • June 8 (today): Modem still logs 7+ T3 timeouts in the past 24 hours. Same downstream error pattern. Same profile flapping. Nothing about the failure signature has changed despite the cable work being marked complete.

   Current diagnostic snapshot:

   • Upstream power: 45.8-46.8 dBmV (healthy)
   • Downstream: Multiple channels in 585-669 MHz showing tens of thousands to millions of uncorrectables. OFDM PLC at 3.5+ billion corrected errors and ~39,000 uncorrectables since last reboot.
   • Event log: T3 timeouts every 3-4 hours; profile reassignments every 10-15 minutes on OFDMA channel 43.

   The signature points to plant-side impairment in shared building infrastructure or upstream of the building. Healthy upstream rules out unit-level wiring (already fixed by tech #1). Frequency-specific impairment in a narrow band is classic failing-amp or failing-component behavior. Progressive worsening over weeks rules out a transient.

   What I think happened with the cable replacement:

   Either the new cable was never spliced in / cut over and I'm still running on the failing original, or the wrong component was replaced and the actual failing piece (MDU amp? building demarc? something further upstream?) is still in place. The unterminated cable in my yard strongly suggests the work isn't truly finished.

   What I'm asking for:

   1. Someone authorized to look at the CMTS-side telemetry for my modem and confirm what I'm seeing (T3 timeouts, PMA profile reassignment history).
   2. Dispatch of a plant maintenance tech, not another inside-the-unit service call. Specifically authorized to:
      • Verify whether the new underground cable is actually in service.
      • Test signal at the building demarcation point.
      • Trace upstream into the plant if demarc readings are degraded.
   3. Completion or removal of the unterminated cable in my yard.
   4. Service credit covering the duration of degraded service. I've been paying full price for a connection that fails multiple times per day for over six weeks.
   5. A single point of accountability for resolution. I do not want to start over with tier 1 again.

   What I have:

   Screenshots of modem diagnostics across multiple dates (April 22, 27, 28, May 2, 13, 21, June 4, June 8) documenting the progression. Full event log exports. Chat support transcripts and ticket numbers from prior escalations. Happy to share via DM with anyone who can actually do something with them.

   I've been patient, technical, and accommodating through this entire process. The escalation path through chat support has not produced resolution. I'm posting here because I know the verified team here can route this to the right place. Genuinely appreciate any help.