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Nearly a year with packet loss at the same time every single night

nekofrog
Visitor

Nearly a year with packet loss at the same time every single night

 

My internet drops every single night, usually from around 6:30PM to 11:00PM, sometimes longer, sometimes shorter. Sometimes it lasts a few days. Sometimes it doesn't drop for a week. I've removed all devices from my network and plugged multiple devices in, one at a time, to the modem directly with no other device connected to the internet. They all drop packets on this connection constantly.

 

I've called tech support numerous times. I've opened numerous tickets. They were all closed same day claiming that I was providing erroneous low priority ICMP traffic without actually ever trying to help me.

 

I've had no help from anybody. I tried to cancel my service because it's unusable, but I was told that because there was little incident history (I have 3 tickets on file, plus at least another 3 that aren't on file because whomever was on the opposite end of the phone didn't feel like dealing with me and just hung up on me) that I would not be able to cancel.

 

This is happening on both the Comcast provided modem that we got rid of as a means of attempting to fix the problem, and the Arris SB6183 that we purchased with our own money to try and resolve it at Comcast's suggestion. This is a 60 minute snapshot of last night, and below that is our modem status from tonight:

 

 

60 mins.png

 

 


channels.PNG

 

I have tried to provide this information to Comcast and nobody will help me. I am at my wit's end and can't even cancel my service without an ETF fee for 1.5 more years. Please help me. Thank you.

nekofrog
Visitor

Re: Nearly a year with packet loss at the same time every single night

Additionally, here is the Event Log from my modem:

 

errors.PNG

Official Employee

Re: Nearly a year with packet loss at the same time every single night

 

Hello nekofrog and welcome to the business forums.

 

I would like to review your internet services and look for any issues that may be occurring. Please private message me your full name, the name of your business, the full service address and the phone number associated with your account. 

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