"I've asked if it was my modem and had two different techs tell me they
didn't think so; that there's something weird going on with the line and
they put in a tech service request for someone to come out and look at
the line."

I would Replace suspected bad parts (modem ) when you can't narrow the problem down an start from there.

You're right. I should have done that before now but I kept being told that it might be the modem but it looked like something else was going on; a lot of error messages, whatever that means. Maybe they just feared an irate customer if I bought a modem and it didn't help.

Anyway, thanks for taking the time to read and respond. I'll post the diagnosis after the on-site visit on Wednesday.

I agree with Zep, sometimes that's the only way is to replace things you suspect to be the problem. I would think that the Modem is a Good Suspect. I might suspect your Router if it wasn't for the Lights being out on the Modem when you loose signal. Guess it could be a Splitter, Line Booster or even a Bad Wire Leading to the Modem.

Did I read it somewhere in this post that you have to buy your own modem? Been a very long time since I had to supply my own modem. Think that was back when we had Dial-Up. I did own my own modem while on cable the first time around. Didn't want to pay the $5.00 Modem rental so I bought my own (that was my choice).

That's what I did, (bought my own modem.) when I initiated service with them several years back. I did not want to pay the monthly equipment rental. At that time it seemed that each ISP has specific technical requirements for the types of modems they would support. Maybe that has loosened over time.

What's the make an model of the modem ?

Motorola Surfboard Cable Modem.

So now you can google these key words ==>"Motorola Surfboard Cable Modem issues" without quotes. Simply add the word issues, or drop outs, or disconnects etc

and see who else may be experiencing problems with the modem, it's a start and may make you a more informed user when tech shows up..

The protocols (and therefore the required hardware) used by each signal type (cable vs DSL) are pretty much consistent from one provider to another. The Moto Surboard is considered a capable performer for cable signals, though hardware does ultimately die and some prematurely. The tech will test your signal and signal path with his equipment and should be able to diagnose the problem.

Well, I'm not alone in my experiences with connectivity issues and frustration with not being able to resolve the issue with low level technical support. I'm seeing a lot of comments about the problem being related to downstream signal strength being outside the range and this being a line or "tap" problem. I'll report back after the tech visit tomorrow.

I was told by a neighbor who is also on the local cable service that our cable modems (we both opted to buy a modem instead of rent from the provider) are operating on an outdated protocol (which causes an occasional loss of sync/connection to the network) and need to be updated/replaced. I haven't yet bought a new modem. He did. I haven't yet asked if his connection stability has improved ... I imagine it'll take several weeks to confirm the difference.

Short version - ISP has been upgrading the system to increase band width in our rural area for the last 6 months. We would have experienced intermittent connectivity issues whenever equipment was switched out, etc. (Sure would have been nice if the support line, et al could have communicated that to the users.) Checked my power levels on my modem and they were within range but probably best to upgrade modem from DOCSIS 1 to 3 since they're going about this with their leased modems during the upgrading. I'll buy a Netgear modem to pair with my Netgear wi-fi router so as to have same company equipment.

Just so you know, there's no advantage (that I know of) to having a modem and router of the same brand. Both devices operate using standard protocols (ie, nothing proprietary involved) and from brand to brand many use the same semiconductor chips inside. A router doesn't care what brand of modem it's connected to and vice versa.

A device using Docsis 1 has got to be ancient, you'll be well served getting something newer.

Just wondering who the ISP is - & if they might be throttling - i.e. doing it deliberately...?

Comcast has been the most notorious with this.

The ISP was recently purchased by CableSouth Media 3. I didn't get the impression that any throttling was going on; more a case of more users than the bandwidth could handle. The company's MO apparently is to buy and bundle small networks fix them up a bit and resell to the Bigs - Comcast, TWC, AT&T, etc.