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Intermittent dropped connection

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kareth
New Contributor

Intermittent dropped connection

Hi,

 

Has anyone experienced problems with intermittent dropped connections? I have had service techs over to my home business numerous times, but they have not found anything. Sometimes this manifests as lag spikes or high ping times to servers for 1-20 seconds and other times it is a completely dropped connection. It can occur at any time of day. Hard reset of the modem does not fix it.

 

I also notice that my phone line goes down when this happens. Would love any advice. I have thought about installing monitoring software at home too to show comcast the history of the line, but am not sure how to do that. Does anyone have any recommendations? I'm at wits end because I don't know how to run my business with internet and phone that keeps dropping out.

 

Would love advice from comcast or other experts.

 

Thank you

Accepted Solution

Re: Intermittent dropped connection

How do I post the IP-gateway channel level? is there a command I need to run?

View solution in context
Accepted Solution

Re: Intermittent dropped connection

Hello kareth,

 

All we are asking the actual screen of the IP-Gateway's channel levels.

Here are the steps:

1. Log into the IP-Gateway using 10.1.10.1 (unless it was changed to fit your network need)

2. Go to the Gateway Summary

3. Click on the Cable Modem Tab.

4. Take the screen using "print screen" button on your keyboard.

5. Open an image program (paint for example)

6. Paste the image by holding "CTRL" button then pressing V

7. Save the image then upload it to the forum.

 

Thank you

View solution in context
Accepted Solution

Re: Intermittent dropped connection

The problem got better and now is back. I know we had at least two outages in the area, but it is driving me crazy.

 

Here are the cable modem signals. I literally see server ping go from 20ms to 4000ms. it can last 5 seconds or 20 minutes

 

downstream.jpgupstream.jpg

View solution in context
Accepted Solution

Re: Intermittent dropped connection

speed gets degraded too as you can see

 

speed.jpg

View solution in context
Accepted Solution

Re: Intermittent dropped connection

The issue is definitely still persisting. I had a technician who was out here yesterday and yet this morning internet and phone drop. Phone has no dial tone intermittently, which is the same symptom that keeps occurring.

 

Is there a way to escalate this to a regional supervisor? I have had more than 10 service calls and none have fixed the problem. I don't know how to run a business when my internet and phone drop out unexpectedly.

 

Thank you for the help!

View solution in context
Accepted Solution

Re: Intermittent dropped connection

This happends to us as well; far to frequently than it should for a business class service. Fortunately we have a backup DSL line which is slower, but very reliable. Still it causes issues with our internet sites and remote customers. Hopefully support can dial it up a notch and figure out why these occur.

View solution in context
Accepted Solution

Re: Intermittent dropped connection

This is still happening. Others in my neighborhood experience the same issue. Techs have been out to my house 20 times (no joke). 

 

I haev spoken to the regional manager. What can be done to improve the reliability in the area? Something is wrong with the network. Backup DSL works fine here as well, but I'm not paying Comcast to use a backup.

 

Would really like a solution here since this has been going on for 1 year now.

View solution in context
Accepted Solution

Re: Intermittent dropped connection

It seems like there are alot of outages and node issues in my area. Is this common? It would be nice to escalate it. I've talked to the regional supervisor, but he was not helpful. Would be great to get the node and area upgraded so we don't have frequent degradations and outages. Is it possible to get some help with this?

View solution in context
Accepted Solution

Re: Intermittent dropped connection

I've been having very similar problems and it always seems to resolve itself before the technician comes out for the scheduled appointment.

 

Is there any solution from Comcast?

 

I noticed that I can ping my router fine, and I can ping my comcast modem fine, but if I try to ping anything else I get severe packet loss.

 

When I signed into the modem interface, it seemed that I didn't have a:

 

WAN DHCP IP Address

WAN DHCP Default Gateway

 

My understanding is that when the modem connects to the comcast DHCP server for my area, it should assign these to the modem but it doesn't seem like this is happening 100% of the time.

View solution in context
Accepted Solution

Re: Intermittent dropped connection

I have been having the same issue - Villa Park, IL area - I have no idea where the others are at.  All week issues with intermittent dropping of both phone & internet.  Sometimes, both just stop and reconnect within 60 seconds - other times the modem & phone go out, I get disconnected from VPN, dropped from my call with the client (which is also web conferencing) and connect after 3-4 min.

 

I am TIRED of it!!!  I have made multiple calls, and was told by the 2nd to last svc call, I need to have 3 tickets within 30 days (like I have time to call you everytime this happens!!!!!!!).  Yesterday was my call for the 3rd ticket. I got some CRAZY comcast guy (all others have been GREAT) who could've cared less.  He did apprarently enter my 3rd ticket (CR332913602) I guess they are going to watch my signal fro the next 10 days.  I guess they are going to call me with the results in 10 days.  Yeah - HIGHLY DOUBTFUL! 

 

I moved to Comcast Biz internet because this SAME ISSUE was happening on the residential side. For the last 2 years!!!!!

 

I am very upset - between the cost of business comcast for phone/internet - I am paying out the nose for the tv because I have no bundle.  Between the two close to $250.00/month.  Getting ready to drop comcast altogether and go back to AT&T.  I like how the comcast guarantee says something about...if it doesn't work, you dont pay for it. Yeah - You have to call to complain and HOPE the person on teh line gives you the credit.  I will say that last month they credited the entire amount.  Appreciate it - but rather FIX IT!!!!!!!!!!!!!!!

 

Anyone out there!!!!!!  HELLO!

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13 REPLIES
Community Manager
Community Manager

Re: Intermittent dropped connection

Hello kareth,

 

That is very unfortunate to hear your services are not working properly even with multiple tech visits.

Based on your description, this sounds like a possible upstream BER or power issue.

 

To assist I recommend these steps.

First please post your current IP-Gateway's channel levels.

Inside the Gateway summary there is a tab called Cable modem.

If you can provide the screen shots of it, our community can help diagnosis possible signal issue.

 

Second step is exactly as you said a monitoring via software to show the degradation.

This program I use for such test. It is called multi-ping and it is 3rd party software to diagnosis.

http://www.nessoft.com/products.html 

 

Thank you

 

kareth
New Contributor

Re: Intermittent dropped connection

How do I post the IP-gateway channel level? is there a command I need to run?

Community Manager
Community Manager

Re: Intermittent dropped connection

Hello kareth,

 

All we are asking the actual screen of the IP-Gateway's channel levels.

Here are the steps:

1. Log into the IP-Gateway using 10.1.10.1 (unless it was changed to fit your network need)

2. Go to the Gateway Summary

3. Click on the Cable Modem Tab.

4. Take the screen using "print screen" button on your keyboard.

5. Open an image program (paint for example)

6. Paste the image by holding "CTRL" button then pressing V

7. Save the image then upload it to the forum.

 

Thank you

kareth
New Contributor

Re: Intermittent dropped connection

The problem got better and now is back. I know we had at least two outages in the area, but it is driving me crazy.

 

Here are the cable modem signals. I literally see server ping go from 20ms to 4000ms. it can last 5 seconds or 20 minutes

 

downstream.jpgupstream.jpg

kareth
New Contributor

Re: Intermittent dropped connection

speed gets degraded too as you can see

 

speed.jpg

kareth
New Contributor

Re: Intermittent dropped connection

also the phone tree appears to be messed up too. Even after selecting business class it drops me into the consumer queue and needless to say they could not solve my problem

Community Manager
Community Manager

Re: Intermittent dropped connection

Welcome kareth.  Thank you for the post.  We show a completed service call on 5/27.  Please let us know if the issue persist.

 

Thank You

kareth
New Contributor

Re: Intermittent dropped connection

The issue is definitely still persisting. I had a technician who was out here yesterday and yet this morning internet and phone drop. Phone has no dial tone intermittently, which is the same symptom that keeps occurring.

 

Is there a way to escalate this to a regional supervisor? I have had more than 10 service calls and none have fixed the problem. I don't know how to run a business when my internet and phone drop out unexpectedly.

 

Thank you for the help!

JSalfer
New Member

Re: Intermittent dropped connection

This happends to us as well; far to frequently than it should for a business class service. Fortunately we have a backup DSL line which is slower, but very reliable. Still it causes issues with our internet sites and remote customers. Hopefully support can dial it up a notch and figure out why these occur.

kareth
New Contributor

Re: Intermittent dropped connection

This is still happening. Others in my neighborhood experience the same issue. Techs have been out to my house 20 times (no joke). 

 

I haev spoken to the regional manager. What can be done to improve the reliability in the area? Something is wrong with the network. Backup DSL works fine here as well, but I'm not paying Comcast to use a backup.

 

Would really like a solution here since this has been going on for 1 year now.

kareth
New Contributor

Re: Intermittent dropped connection

It seems like there are alot of outages and node issues in my area. Is this common? It would be nice to escalate it. I've talked to the regional supervisor, but he was not helpful. Would be great to get the node and area upgraded so we don't have frequent degradations and outages. Is it possible to get some help with this?

vincentc
Visitor

Re: Intermittent dropped connection

I've been having very similar problems and it always seems to resolve itself before the technician comes out for the scheduled appointment.

 

Is there any solution from Comcast?

 

I noticed that I can ping my router fine, and I can ping my comcast modem fine, but if I try to ping anything else I get severe packet loss.

 

When I signed into the modem interface, it seemed that I didn't have a:

 

WAN DHCP IP Address

WAN DHCP Default Gateway

 

My understanding is that when the modem connects to the comcast DHCP server for my area, it should assign these to the modem but it doesn't seem like this is happening 100% of the time.

KsmrzIC
New Member

Re: Intermittent dropped connection

I have been having the same issue - Villa Park, IL area - I have no idea where the others are at.  All week issues with intermittent dropping of both phone & internet.  Sometimes, both just stop and reconnect within 60 seconds - other times the modem & phone go out, I get disconnected from VPN, dropped from my call with the client (which is also web conferencing) and connect after 3-4 min.

 

I am TIRED of it!!!  I have made multiple calls, and was told by the 2nd to last svc call, I need to have 3 tickets within 30 days (like I have time to call you everytime this happens!!!!!!!).  Yesterday was my call for the 3rd ticket. I got some CRAZY comcast guy (all others have been GREAT) who could've cared less.  He did apprarently enter my 3rd ticket (CR332913602) I guess they are going to watch my signal fro the next 10 days.  I guess they are going to call me with the results in 10 days.  Yeah - HIGHLY DOUBTFUL! 

 

I moved to Comcast Biz internet because this SAME ISSUE was happening on the residential side. For the last 2 years!!!!!

 

I am very upset - between the cost of business comcast for phone/internet - I am paying out the nose for the tv because I have no bundle.  Between the two close to $250.00/month.  Getting ready to drop comcast altogether and go back to AT&T.  I like how the comcast guarantee says something about...if it doesn't work, you dont pay for it. Yeah - You have to call to complain and HOPE the person on teh line gives you the credit.  I will say that last month they credited the entire amount.  Appreciate it - but rather FIX IT!!!!!!!!!!!!!!!

 

Anyone out there!!!!!!  HELLO!

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