I would call back and talk to someone else. A lot of time agents who don't know what they're doing will pretty much say anything to get you off the phone or rack up revenue.
Let them run a ping from them to you. They have an internal network that runs to the modem. If it shows packet loss, it's a good chance it's not your modem.
I don't think I've ever seen a cable modem fail. And I had one of the original motorola pre-docsis modems in 1995. They're just built really well--especially that model you have as arris makes solid products.
I called them up a second time and it ended up being the same result as the first time I talked to them
I asked if they could perform a packet loss test of some sort. They said they tested the connection and didnt see any problems, they also re-referenced the 'unhealthy status' thing again
Not that I'm doubting your opinion - I wouldn't be surprised if this is indeed on their end. But I figured due to money reasons I could order the modem, try that, if it doesn't work I can return it that way I can rule that out with certainty and tell any techs they send that we already tried a brand new modem. My router is also only 1 year old tops so I'm doubting its that
My problem is that my internet throughout random parts of the day disconnects completely for about ~30 to 60 seconds, give or take. It starts to recover but when its recovering it experiences arond 30% packet loss according to a packet loss test website
Once it recovers I have absolutely no packet loss and it runs just fine until it decides to disconnect and go through the whole cycle over again. Then during certain parts of the day it will run buttery smooth for hours before it starts happening again, its really weird. It also just completely stopped disocnnecting for about ~5 days seemingly going back to normal then started back up again.