Need Network Engineer Assistance with Faulty Comcast Headend CMTS
I've had a recurring problem with gigabit internet service, customer owned equipment (Netgear CM1000 and Netgear Nighthawk) that is now beginning its 3rd cycle since October 2018. It's the same issue each time - problems with the Comcast headend facility. It takes a minimum of 4-6 weeks to work through the tech system far enough to get proper, knowledgable assistance and I'd like to have a better customer support experience if possible.
I'm getting massive numbers of T2, T3, and T4 timeouts which drop my connection multiple times a day. All of my equipment and lines have been checked and verified over and over. The prior 2 times this happened it was identified as the headend server. This time, the log reporting is showing the exact same CMTS MAC address as the August/September 2020 experience.
I'm in Prince George's County, Maryland, just east of D.C. The CMTS address is CMTS-MAC=00:01:5c:6d:c2:59.
I can provide other information as necessary, but it would be awesome if someone could get in touch with network engineering and have someone go look at this specific server.