Ongoing intermittent internet outages despite good speeds – need escalation

I’m experiencing recurring, intermittent service drops with my Xfinity internet connection. When the service is up, my download speed, upload speed, and latency all test within normal/expected ranges. However, the connection itself drops entirely on a periodic and unpredictable basis.

We have experienced multiple outages over the last several weeks, and this no longer appears to be an isolated issue. The problem is reliability and stability, not bandwidth. Basic speed tests look fine, but they do not capture the real issue, which is repeated loss of connectivity.

These outages are disruptive and unacceptable. Given that line performance appears healthy when measured during uptime, this suggests a potential underlying line, node, or signal stability issue rather than a simple customer-side problem.

Troubleshooting already completed:

• Modem and router reboots

• Cabling checks

• Verification that local equipment is not the cause

At this point, I am looking for escalation beyond basic troubleshooting. Specifically, I am requesting:

• A line stability review (including signal levels and error/error rates over time)

• Confirmation of whether there are known intermittent issues in my area

• A technician visit if remote diagnostics cannot identify the root cause

• Consideration of account credit for recurring outages

I’m increasingly frustrated by the lack of reliability and would appreciate guidance from an Xfinity moderator on next steps and escalation options.

Thank you.