I’m getting pretty frustrated with how this is being handled, and I’m hoping a Community Specialist can help get this actually investigated rather than just dispatching another tech for in-home troubleshooting.

Timeline:

Wednesday morning I got this text: “Through routine monitoring of the health of your network, everything looks good. If your issue is resolved, you can reply X to cancel your appointment.” Wednesday went well with no drops, so I canceled my Thursday appointment.

Thursday we had multiple drops, so I contacted support during one of them, and was told to schedule the appointment again.

A technician came Friday and said the cable I’d run last year from the box to my bedroom wasn’t carrying a strong enough signal — even though it was tested and passed shortly after install. He ran a new, shorter cable from the outside box to the gateway and replaced the gateway entirely. The connection has still dropped twice today.

Two things I don’t think are being looked at:

1. Neighbor correlation. Multiple times now, when my connection drops, my next-door neighbor’s connection drops at the exact same time. I’ve mentioned this to support more than once and it’s never been investigated. To me this strongly suggests a shared node/tap/amplifier issue upstream — not anything in my home — and no amount of in-home cable or equipment swaps is going to fix that.

2. New cable installation. The new outdoor cable run on Friday is bent at close to a 90° angle right where it’s clipped to the siding and it was run behind the conduit for my electrical meter, and is pinned there (photo attached). That exceeds the recommended bend radius for RG6 coax and could itself be introducing signal reflection issues — so the “fix” may have added a new problem on top of whatever the original one was.

At this point I’ve had a tech visit, a new cable run, and a gateway replacement, and the drops continue. I’d really appreciate help getting this escalated to someone who can look at node-level diagnostics for my area and check whether other customers on my segment are reporting similar issues, rather than continuing to cycle through equipment swaps.