Adding on we have the same issue in 85712. Have had this come and go over multiple years. Replaced signal amp and splitter today and we're still having issues.
Emailing support does not help, they just tell you to send a tech out with a $75 fee if they don't find any issue. So essentially I have to pray when the tech shows up the internet decides to drop packets or I lose $75? They won't accept ping plotter logs. I've had one tech care that I had them, the rest have just said "well its not happening while I'm here so I can't do anything" which is just worthless.
I think the biggest problem is that most of the techs don't really understand the systems they work on, so they can't fix a problem unless they can see it happening and receive guidance from their handheld troubleshooting tools. It would be a lot more helpful if they could think about all of the evidence and then draw a conclusion about where to look for intermittent issues. For example, if someone has a perfect downstream connection but a problematic upstream connection, they could check for low-frequency noise on the line. Obviously they would have to take customer-provided evidence with a grain of salt, but it would be nice if they at least were able to understand the basic meaning of that evidence and use it as a starting point.
