Upstream Channel Bonding Issue

Hello,

Over the past few months I have been having daily drops in my xfinity GiG speed internet. At first I thought it was due to a bad xfinity modem so I upgraded to get an Xfi modem. Then I found an the connection had an old splitter and I removed it so now I am connecting directly to the line into the house. There is still an external splitter, but Comcast came out 2 months ago and replaced it upon my first report of the issue.

After all this I am still having daily drops. I have called multiple times, but each time due to the long hold times and the nature of the drops (only last 10 minutes), every time they look they say there is no issue and will not send another tech to investigate.

I have been logging the instances I am aware of and each time, it looks to be caused by the unlocking of my Upstream channel.

I believe I am seeing a power spike as I only have 1 upstream channel and when the connection is working I received the following Values:

Upstream

Channel Bonding Value

Index
1

Lock Status Locked

Frequency
35 MHz

Symbol Rate 5120

Power Level 46.8 dBmV

Modulation
QAM

Channel Type
ATDMA

But when the channel unlocks, I lose connection and the values change to:

Upstream

Channel Bonding Value

Index
1

Lock Status Not Locked

Frequency
29 MHz

Symbol Rate 5120

Power Level 28.3 dBmV

Modulation
QAM

Channel Type
ATDMA

I am not well versed in this topic so I am not sure how to relay the information to customer service so they can send out another technician to help with the issue.

Any assistance would be appreciated

thank you