Constantly losing connectivity

In September of last year, I transferred the internet service account into my name. Prior to this change, the service operated with minimal issues. Shortly thereafter, I began experiencing persistent connectivity problems that require frequent modem and router reboots.

After a service conversation with Spectrum’s, I replaced my modem with a Netgear CM3000, as per Spectrum, my prior modem was reportedly associated with the former account and it would continue to cause issues with the service. This resolved the issue only briefly. I subsequently replaced my router with an Orbi 970 Series, which again improved performance temporarily before the service became unstable.

Despite numerous calls to Spectrum, I am repeatedly advised that no line issues are detected and am instructed to reboot my equipment. I have explained that similar problems previously occurred at this location with another provider and were ultimately traced to faults at the external connection point; however, this information has not been addressed.

I have a formal background in information technology and have verified all internal connections, reviewed modem error logs, and consulted with Netgear support. The documented error codes consistently indicate an external line or upstream network issue. I have included the most recent modem log and request confirmation that this matter is being properly investigated.