Ongoing Unresolved Service Outages – Requesting Network-Level Escalation

Hi Comcast Business Support,

I'm writing as a last resort before considering cancellation of our service. We are experiencing the same recurring issue for the second time — our connection drops intermittently throughout the day, and a modem restart temporarily resolves it before the problem returns.

History of the Issue:
This same problem occurred last June (Ticket #[XXXX]), where we worked with a Tech 4/CSSA representative to resolve it. We are now roughly two months into fighting this issue again. In the past three weeks alone, we have had three onsite technician visits. During the previous occurrence, we had no fewer than six visits.

Important Context:
This is our backup connection. It carries virtually no traffic under normal conditions — approximately 4 GB per month — and only becomes critical when our primary connection fails. We use a Cisco Meraki firewall, an industry-standard device, with a minimal configuration. The suggestion that our firewall is locking up the modem is not a plausible explanation given the extremely low traffic load.

Monitoring & Evidence:
We use Auvik for internal-to-external network monitoring and have added two additional external tools that ping our WAN IP and gateway from outside the network. All three tools have logged consistent, corroborating outages. These logs clearly demonstrate the issue is occurring at the connection level, not within our internal infrastructure.

Testing Without Our Equipment:

In our most recent test, we fully disconnected our equipment from the modem. After two days, the connection was still dropping. A technician came out, reset the modem, and left — with our equipment still disconnected — stating that if the connection drops again, it would be "on us" since there's no configuration attached. I want to be clear: the connection dropped with nothing connected to the modem. This rules out our equipment as the cause.

Technician Limitations:
Each visit has resulted in a modem reset or replacement with no further escalation. When I've presented our monitoring logs as evidence of the outages, I've been told that Comcast requires their own equipment connected to the coax with GPS verification to log a case. With respect, third-party monitoring logs from multiple independent tools should be sufficient to escalate this beyond Layer 1 troubleshooting.

My Assessment & Request:
Based on my networking background, I believe someone may be using our static IP, which would explain the intermittent connectivity. I have requested a new static IP on multiple occasions, but have been given the runaround each time.
I need this escalated to someone who can perform deeper network analysis — specifically monitoring the upstream hops and investigating potential IP conflicts. A modem swap is not a resolution; it's a delay.

Please escalate this ticket to a senior network engineer or Tier 2 support team immediately. I'm happy to provide all monitoring logs, timestamps, and ticket history to support the investigation.

Thank you for your prompt attention to this matter.