Recurring daily dropouts, reboot temporarily fixes it, tickets keep closing as resolved — need line/plant evaluation

Not that I am aware of. Thanks for the reply! 

So yes,  no tech since that last cable replacement in the ground floor data room or wherever it was outside of our suite, and the problem came right back after it.

To save us a round trip: this has now happened at least once a day for several days, and I've watched it live. Everything in our suite related is brand new. Speed tests run from the gateway itself are failing or crawling, so this is upstream of anything on our side. Download is fine when it's up, around 350-450, but upload is inconsistent and sometimes won't complete at all. A reboot clears it for a little while, but it comes right back. Staff reported when they were in the office on 9/3 they had to reboot 5 times during the workday.

Could you pull the line stats on your end and take a look? Specifically upstream power, SNR, uncorrectable codewords, T3/T4 timeout counts, and how many upstream channels are bonded right now. Given the download-fine / upload-broken pattern and the reboot temporarily fixing it, I'm suspecting upstream noise of some sort.

The bigger thing I'm hoping you can help with: every time we call, it's a new ticket that gets closed as resolved after a reboot, so nothing in the record shows this is one recurring problem. Can you open a single ticket for the recurring issue and keep it open, and get it to maintenance for a line and plant evaluation including the coax riser in the building? I'd want a maintenance tech with a signal meter and ingress detection rather than another gateway swap or tech of that nature. 

 Happy to share account details privately whenever you need them.

@user_daa2bd

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Comcast Business" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

"Xfinity Support" does not appear in the drop-down list.

Thank you for pointing that out @user_daa2bd, please use the following information to send us a direct message;

• To send a direct message:
  Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here:  https://forums.businesshelp.comcast.com/direct-messaging
    • From there, click the 'New Message' icon. In the 'To' field, type ‘Comcast Business’.
    • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
  To expedite your request, we ask that you please include your name, the business name on the account, the phone number for the account, and the service address alongside your inquiry so we can best assist.

We look forward to hearing from you.