Connection dropping for a few minutes randomly, reoccuring issue for months now

Question

So my Too long, didn't read I'll just post now: Is there anyway to speak directly to an elevated support technician? I'm tired of having to spend half an hour each time I call just to get to someone who can tell me to do more than just reset the modem/router, and that they are sending a signal, and that they are "changing some settings" on the modem. And here is my full story: In december I moved into a different apartment. They hooked everything up, things worked ok for about 2 weeks. Then I would get this issue where my gateway would drop connection out of nowhere. The Power light would stay on, but the DS and Online lights would go off, and then come back on a few minutes later. This became a consistent thing (a few times a day, ranging from internet being out for 30 seconds to an hour).  I called, they brought a new modem, worked for about a day, same issue again. I called again. They brought another modem. Worked for a day, same issue again. I called again. They came out, this time they changed the coaxel running to the modem from the outside. Worked for about a day, same issue again. I called again. They came out, guy checked the signals and all that, put a new splitter on, checked the box outside that is attached to the apartment building, that goes to the powerline on the street. He updated some wiring that was in there. This worked for about a few weeks! success I thought. A few weeks later, same problem. This time a tech comes, says he remembers being here (He was the guy that came out for the initial install) and said he'd put in a work order for a truck to check the lines on the street. He didn't even bother checking any of my equipment because he knew it wasn't my stuff.  Well this seemed to do the trick, or so I thought. I never actually got a call or email or anything that the truck came, so I just assumed the truck came and they checked the lines on the powerline because my internet was finally stable for a month. And then yesterday. The. Same. problem. Comes. Back.  I call, and for now the 5th or 6th time, I have to go through their resetting script, even though I clearly state my issues, what has been tried, that they determined it wasn't my equipment and got a truck to check the lines on the powerline, and they IGNORE ALL THAT AND DO THE SAME THING WE'VE ALREADY DONE, SEVERAL TIMES. I am thoroughly, thoroughly upset at this point. I don't know what to do. All I want, is internet that doesn't cut out randomly, for more then 3 or 4 weeks. I can understand it cutting out "once in awhile", maybe one time for a few minutes every few weeks. I'd be happy with that at this point even. But I pay 180 dollars for my tv and internet package. This is UNACCEPTABLE.  Is there a different number I can call, or someone I can write to? I need to know how to get this issue looked at by the proper personnel, or have them taking it more seriously then just checking things one time and being done with it. 

Answer 1

I experienced the same problems for a month or more. I was as frustrated as you sound. In fact, I told them that the only new package (Evidently they are required to try to get you to upgrade your service when you call for problem resolution) I was interested in was ATT U-Verse. (Grin). I was very frustrated. I took additonal steps. I ran a seperate Coaxial cable across the floor of my house to disprove the "House wiring is bad" theory. I bought a new modem myself because mine was a year or two old. And who am I? They may have been correct. And yet my trouble continued. Finally, after some very angry calls to some poor ladies and men in some unknown country, I was finally contacted by somone in my local service area (South Florida) last night. "Tech 1" came out and replaced my sevice line from the pole to the house. He was still not satisfied with the signal, so he passed it on to the next level. An hour later "Tech 2" showed up and adjusted some settings he could only access by going up in the air. I will say this, and hopefully not jinx myself, that my modem connects instantly now. Both of these men were professional, they answered my questions. They worked hard, it is 90 degrees today. Both of these men told me that they would monitor my connection status throughout the next week. My major complaint now is "Why did it take so long to get help"? Once I got through to the "Front Line" things got better really fast. All of this work was accomplished today, Sunday, by cheerful, friendly people who helped me. If anyone from Comcast/Xfinity monitors this, please, commend the two techs who came to help me today. Another good thing might be to dispatch these people sooner, rather than put an electronics technician like myself, through that same script over and over again for a #%#$%^ month. Yes I have the cable connected, Yes it is plugged into my computer, no there is no router, hardwired not wireless.  By all means send a refresh signal. You can't see my modem, well my modem sees you!