Unresolved connection issues. End of my rope.

On July 11th, I started experiencing an intermittent issue where my connection stutters for 1-5 minutes. This causes my video/voice call quality to become unusable or outright drop. This occurred on my wifi laptop, a hard-wired desktop PC, and my cell phone while making calls on wi-fi. I began troubleshooting by running persistent ping tests from multiple PCs using PRTG and windows terminal. When my audio/video started to cut-out, it was mirrored by failed pings on PRTG and the terminal. After a few minutes, it would shake-out and my internet would be flawless. After a few days of this, I contacted support and had the first technician come out who replaced every possible connection from the street to my modem and also replaced the modem to be safe. He also informed me that on July 11th, there was a "network upgrade" in my area. Shortly after he left, the issue persisted again.

Per the tech's suggestion, I started to eliminate devices on my network throughout the day to identify culprits. I got to the point where I had a desktop hardwired through my netgear firewall and a laptop hardwired directly into the Comcast Technicolor CGA4332CM Modem. Both my laptop and desktop continued to show multiple of the same drop-outs throughout the day. My final test was to remove my firewall and plug both devices into the modem - same results. At this point, I started to reach out on social networks in my area. I found two others in my neighborhood who were on Comcast Business and wrestling with the same issue.

I once again reached out to support and had a second tech arrive. I informed him of my tests and showed him the PRTG/terminal logs I had. I also offered to share both the social network feedback and call recordings where my audio/connection drops out. He ran the usual tests and even spent a while on-site waiting for a drop-out to occur. He was straightforward with me and said that it didn’t matter how much proof I had on my end - if a technician could not witness the issue on-site then they couldn’t escalate it. After about an hour of waiting he had to go to his next appointment so I asked him to consider my position. He said I could try to swap out the modem, but after that he was out of ideas seeing how I was in a two-year contract.

I took his advice and replaced the Comcast modem with a Netgear CM1200. The quantity of drop-outs decreased and the overall “noise” from my ping tests dropped, but I still get daily drop-outs that are affecting my ability to conduct business. Another neighborhood social media post referenced a similar issue and claimed a technician found that an area speed upgrade caused their problem and comcast residential sent them a different modem which resolved the problem - but again, this info is apparently useless to those who are supposed to help me.

I’m at the end of my rope. I have ISP options, but I’m not hot on dealing with a $1000+ cancellation charge.