I live in Memphis, TN and work from home using a residential account type with Comcast. We only have Internet and are paying for 250mbp/s down. Last Thursday morning, 10/11/18, we started experiencing total packet loss about every 7 minutes. This basically looks like a working connection to the Internet, but every seven minutes we lose signal for about ten seconds and then connection resumes. If you're watching TV, like Netflix, this results in annoying buffering times, but if you're like me and have a job that requires hours of stable connection then it means you can't work. I've been on the phone with a Comcast tech nearly every day since last Thursday and they've done the following to troubleshoot: reset my router, told me to replace my router, and schedule techs to come to my residence. Resetting my router did not work any time they performed the action, because my problem is with packet loss and not a stalled connection. Against my better judgement, I replaced my router but this also did not work as the same problem persisted. Two techs have been to my residence: the first told me he isn't qualified to perform the changes necessary to fix my problem and the second tech did peform maintainance successfully but the problem still persists. He didn't understand what my problem was after he'd completed his work, so I brought him inside and showed him my metrics and my network monitoring (attached photo). He then saw and understood the problem, but then told me he wasn't qualified to fix it. The last customer service rep I spoke with on the phone scheduled a third tech to visit my residence on Sunday, October 21st and could NOT give me any assurance the tech would be more qualified than the last two and proceeded to ask me what I suggest he do. I am at a loss. The only thing I can think to do that is within my power, Comcast, is to switch providers. Your competitor in my area only offers 1/3 of the speed you do at the same price point, but 1/3 of 250mbp/s down is a whole lot more than the service I'm currently paying for. Your reps have been overall condescending, techs have been unqualified, and in the meantime I've lost over $3,000 in expenses for my small Internet business during this time. If you're trying to get rid of me as a four year customer the hard way, please just tell me so I can get back to work.
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