The below was sent to bbdisclosures@comcast.net 2/14 with no response. Since the below, a service call was supposed to happen by a "lead technician" 2/13 [Edited: "Personal Information"] and no one came. We just requested again for someone to come today [Edited: "Personal Information"]. Comcast service has been beyond subpar.
1st I'm listing all the reference numbers that have been submitted for this account since 2/5/26. The latest is listed 1st. The other in no particular order.
[Edited: "Personal Information"]
Last Thursday, 2/5/26, Comcast was called about our speeds for our internet service were not where they should be, particularly affecting our ability for credit card processing. Our POS provider checked everything on their end, including upgrading their modem and cables with no improvement. Noted that internet speeds were varying a lot, 300-900GB but never at their best for what we have been paying for. Called Comcast and set up for a technician for a service call for 2/6 between 10a-1p EST. Our POS provider tech was going to be onsite so they could troubleshoot together. At 1pm had an automated call saying the tech was running behind and to press 1 if we wanted to cancel or reschedule. Did not cancel at that time.
By 5pm we were having significant problems with the credit card processing not connecting and our phones being down (we use an internet business phone service). We also had to disable our online ordering that is through our website. Mind you, this is a Friday night at a Pizza restaurant, which is typically the busiest night for that type of establishment. After many calls and insisting that we needed a tech there, someone was finally on site at approximately 8pm, 7 hours past the latest time they were supposed to arrive.
When they started checking things, the tech said that when this particularly location was set up with Comcast service (we had 2 others we had set up at the same time), it was "set up with a security setting that was far more than was necessary for our type of business, like what a banking institution might have", and this was the 1st problem found. The next, is the tech upgraded some cables, but in doing so, plugged in a new cable that goes to a PC instead of the business system. This caused our POS to go down. Have pictures of this from our POS provider. He finally got this straight, but was at the end of our night.
As you can imagine, this cost us thousands of dollars in sales for the night, never mind the frustration of our staff, as well of us, of having to make multiple calls to get anything done. And this is after having an appointment that should have happened at time that should have avoided all of this.
I did call about any remediation that Comcast would offer for all of this the following Monday or Tuesday. Was offered $50 on next bill, or reduced monthly payment if willing to extend our contract. I refused. This was extremely insulting for what we went thorough and lost. There is no way that we would consider renewing a contract from a company that provides such poor service and communication.
It seemed since the service we received 2/6 things were somewhat improved for a while, but then started having slowed credit card processing again. Called at approximately 4pm on 2/13 to have a tech come out. Phone person said they'd have a "lead technician" out between 5-8pm CR247659827. We told him we had a lot of information from our POS provider that could prove helpful and could we send this to him. (See below regarding this info) He said we couldn't contact the tech directly and would have to wait until he arrived. So continuing with the exemplary service we have received, no tech ever showed up, nor we notified that the service call would not happen.
If Comcast cares about our small business account, and our continued use of their service, I would like to know what they are willing to do to make things right. Our personal cells and home service is also with Xfinity, and were inclined to reconsider this too.
You may reach out to me directly at any time.
Email from our POS provider of issues he was finding 2/13 and precipitated the service request.
Summary:
This report is intended for the network technician reviewing the Comcast Business circuit. A full diagnostic was performed on the LAN, router, and WAN path. All internal network components tested clean. The performance issues (slow webpage loads, speedtest failures, long upload initialization) are occurring upstream of the Comcast Business gateway, within Comcast’s network or DNS path.
1. LAN & Router Health (WTI Router – 10.10.10.1) A continuous ping test to the internal router gateway was executed. Results: 0% packet loss, 0–1 ms latency, no jitter, no spikes over thousands of packets. Conclusion: The internal LAN, cabling, switching, and the WTI router are functioning normally. No cross‑connection, ARP issues, or internal routing faults were detected.
2. Comcast Gateway Health (10.1.10.1) A continuous ping test to the Comcast Business gateway was executed. Results: 0% packet loss, 0–3 ms latency, no jitter, no spikes. Conclusion: The local Comcast gateway is reachable and stable. There are no issues between the WTI router and the Comcast modem.
3. Public Internet Path (8.8.8.8) A long‑duration ping test to a public IP was executed. Results: 15,581 packets sent, 15,575 packets received, 6 lost (0.03% loss). Average latency 19 ms. Maximum latency spike 156 ms. Conclusion: The WAN path beyond the Comcast gateway is experiencing intermittent latency spikes. These spikes are consistent with upstream congestion or instability on Comcast’s network.
4. Observable Symptoms Webpages take 30–60 seconds to begin loading. Speedtest frequently fails to connect. Upload test takes 30–60 seconds to initialize. Once a connection is established, throughput is normal (approximately 500 Mbps down / 40 Mbps up). These symptoms indicate control‑plane latency rather than bandwidth shortage. This occurs when upstream routing or DNS is unstable.
5. Failover Status (WTI Router) The WTI router’s LTE failover interface shows “Connected,” which is normal behavior for this hardware. It maintains a warm standby connection but is not passing traffic. All workstation traffic is confirmed to be using the Comcast WAN. Conclusion: Failover is not active and is not contributing to the issue.
Final Diagnosis All internal equipment and the Comcast gateway itself are functioning normally. The performance issues are caused by intermittent latency spikes and instability upstream of the Comcast Business gateway, within Comcast’s network or DNS path. This is consistent with CMTS/node congestion, regional routing instability, DNS resolver delays, or peering congestion.
Recommended Next Steps for Comcast
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Check CMTS/node health for congestion or errors.
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Verify upstream routing stability beyond the gateway.
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Check DNS resolver performance (Comcast DNS: 75.75.75.75 / 75.75.76.76).
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Review signal levels and SNR on the modem.
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Check for intermittent upstream noise or plant issues.
Comcast_Gabriel
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18 days ago
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