Ubiquiti Dream Machine frequently reports ISP outages and client is losing connection daily

I am an IT consultant and have a client who experiences daily drops and stuttering, particularly on conference calls. All of these correspond with the Ubiquiti app reporting Multiple Internet Disconnections with a Very High Severity. This has been occurring since the beginning of the year and was not fixed when I replaced their wireless Eero system with a wired Ubiquiti system using cabling that was already present throughout the house.

So far, here is what we have tried with Xfinity:

- Replaced modem/Gateway

- Xfinity tech ran a brand new line from under the sidewalk in front of the house directly into the basement.

- Xfinity tech came out and ran several tests and found that there was noise on the line. When we unplugged the single TV cable box in the house , the noise stopped, so we thought we identified the issue.

- We replaced the cable box but the problem surfaced again.

- Disconnected cable box and splitter completely and plugged coax directly from the street to the Gateway. Problem still persisted immediately.

- Got a wifi cable box which worked briefly and then also experienced issues with buffering and was unable to stream

- Recently ran speed tests and noticed that the download stream is stellar (800+) but the upload often started fast and then trickled down to very low (2 mbps) speeds, which corresponds with what ChatGPT suggested below.

- I would like an Xfinity rep to please help me to get the right technician who can help as my clients are at their wits end and unable to work from home.

- It is also worth noting that the issue they are reporting is that the people on the other end of the Zoom/Google Meet lose my client (either completely or just audio) while the video from other participants is functional, which indicates that ChatGPT is on to something with the upstream / return path impairment suggestion. 

XFINITY, PLEASE HELP!

Investigate intermittent upstream/return-path impairment, including:

• noise or ingress on the upstream channels
• T3/T4 timeouts and modem registration events
• historical upstream transmit levels, not merely the level at the moment the technician arrives
• the pole/vault tap serving your house
• upstream SNR at the CMTS
• whether other modems on your node/tap show correlated errors
• node utilization/congestion and plant issues

Xfinity support personnel can examine modem/node history and CMTS-side degradation rather than merely testing your Wi-Fi. Xfinity’s own support forum has examples of cases being escalated specifically for CMTS, node/plant, modem-health and upstream-signal investigation.