Unresolved noise in your lines, causing 2.5 years of constant multiple daily connection drops, sometimes dozens daily

For the last 2.5 years, I have had constant dropping of my internet connection, multiple times per day. Sometimes multiple times per hour, and even multiple times in a 10 minute span. It’s not unusual to be above a dozen drops per day. There is no common time, it is day or night, high use or low use times.

I travel for work multiple times per month, and would like to stay connected to devices at home. My wife works from home, but can’t use our Xfinity internet due to the frequent drops. She instead must hotspot to her phone for an adequately stable connection, for fear of dropping out of a video call or losing unsaved work.

I have had 4 or 5 tech visits over this time, each just barely more helpful than the previous, but still failing to actually address the issue, as well as countless attempts to troubleshoot with the online chatbot that can’t do anything to solve it, but simply doing so to somehow record my issues.

The first couple of techs tried to say it was a device on my network somehow causing the connection to drop at the modem. Unlikely, but I humored them and followed their advice to rename my network and reconnect my devices one at a time to isolate one causing an issue. This didn’t do anything. We have a smart TV, a hardwired Xbox, desktop, and laptops and phones, plus smart home devices such as a video doorbell and smart hub. It doesn’t matter what combination of devices are in use when connection drops. We can both be gone and still receive a notification that the doorbell lost signal, and I look and see I can’t connect to my home network.

They streamlined the cable run to my modem, and removed any switches or splitters the original homeowner had installed for various cable TV runs, and installed all new connections.

I also asked for a new cable to be run from the tap at the street to the house. This was done, albeit poorly buried, and even ran above a surface tree root so the cable was exposed at the soil surface in the middle of the yard.

The last couple of tech visits I’ve had took their time and finally spotted noise in the line. The first spotted it while directly connected at the tap. The second spotted it while connected to the line in the house, explained something about spikes, and installed a cable splitter to reduce the signal some (apparently to help with the spikes). This didn't do anything in the end. If I remember correctly, the first of these two techs also went to the node for the whole neighborhood, and might've seen something he didn't like there as well.

Both of these techs put in requests at the end of their visits for some crew to come out and inspect or fix the neighborhood line at the street.

The first of these requests was months ago, but I saw and heard nothing about it, nor experienced any fix.

The last tech visit was 2.5 weeks ago on Sept. 13, and I haven’t heard or seen anything about either request. My connection still drops, and I suspect nothing has actually been done yet. But if they have come out to inspect the line, hook up for a brief moment to analyze the line, and see no noise and think it’s good and then leave, then that is unacceptable.

Two of your regular techs have verified noise in the line, one while directly connected at the tap, plus my 2.5 years of issues. There is obviously an issue, and if they connect to the line, they need to wait long enough to see an issue, even if it takes a couple hours. They are random. My issue has lasted 2.5 years, I guarantee other appointments can wait.

I have used 2 different modems, one router, and one modem/router combo. I started with an MB8600 modem and an ASUS RT-AX92U router. My issues started at the same time the speed for my plan tier was upgraded beyond the capabilities of my MB8600. So I upgraded to an MB8611 to handle the new speed, but my connection still dropped frequently. I switched both devices out for an MT8733 modem/router combo unit. But this made this issue worse because the MT8733 doesn’t auto reconnect. It requires power to be cycled to reconnect, so I switched back to the MB8611 with ASUS router, because it at least auto reconnected after connection drops (though that does nothing for still dealing with dropped video calls or losing unsaved work). All devices used still experience connection drops, and all connections are good, tight, and brand new thanks to the techs. Still no luck.

I even downgraded my plan tier recently to try to help with the noise or signal spikes, but that was a last ditch effort on my end and did nothing.

With all the issues over the last 2.5 years without remediation, not once have I been offered a rebate or discount for lack of service for so long.

At this point, I just want the issue fixed, but would like compensation too. It has been verified by two of your techs to be on the Xfinity side of things with noise in your lines, and not my side of the tap.

Please just replace the tap entirely, or fix the line in the street, but I suspect it’s the tap if no one else has this issue. And also probably cheaper for Xfinity to fix.

My neighbor that shares this tap also experiences daily drops or more, but has never called because he is content with his modem automatically reconnecting. In this neighborhood, it seems every two homes share a tap, and no one else is on ours, nor do I know of anyone else around us experiencing this issue.