Connectivity from our East Coast Comcast sites (Outage)

Question

Hello Comcast,

Our company has 3 sites on the East Coast that have Comcast internet. These 3 sites lost connectivity to several websites that are hosted on the Akamai platform. The same outage happened two weeks ago, but I have not been able to get Comcast to help with the issue. We opened a trouble ticket two weeks ago, but when everything started working it became apparent that Comcast was not able to give a cause for the outage.

This outage happened twice now, and I think it will happen again in the future if no one fixes it.

Here is what happened:

Wednesday, September 26th in the late afternoon we had our 3 locations in South Deerfield, MA, Atlanta, GA, and Hoboken, NJ report that they could not get to certain websites. (dell.com, yankeecandle.com, calphalon.com, cybersource.com) We ran traceroutes from these locations and determined that the traces all started going out a Comcast link and then when it was trying to peer out of Comcast the traceroute was dying. We opened a ticket with Comcast. Later that night everything started working. No resolution was given to us.

Today, October 11th at 12:30 PM CST the same 3 locations are reporting the same websites as unreachable. This time before we could open a ticket they began to work at about 1:30 PM CST. So this time the outage was only one hour. I'm hoping that when/if this happens again we can get some report on why Comcast is not peering with whatever common provider is involved with these websites.

Thank you,

Please anyone with information about this add to this thread.

CC_Gina · Answer

Hi tonydick642 and welcome to the forums! I can look into this and see if I can find more information. If you click on my handle (Comcast_Gina), you can send me a Private Message. Please include your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and if you can include a picture of the traceroutes, that would be helpful too.

CC_Gina · Answer

Hey bet, welcome to the forums too! I am happy to look into any internet issues you're having. If you click on my handle (Comcast_Gina) you can send me a Private Message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number and some details about what internet issues you are seeing.

bet · Answer

I am on the East coast as well and been having internet issues for the last 2 month as well. No one has been able to help me resolve the issue. Not sure who at comcast I should be trying to contact?

tonydick642 · Answer

I cannot send you a private message because I have 'reached my limit for the day'   I have sent one private message and apparently that is my limit.  Can you bypass this so I can send you this message with my personal information?

tonydick642 · Answer

I was able to send it just now.

tonydick642 · Answer

Thank you.  Yes we have had these outages and Comcast has not been willing to work with us on figuring out the issue over the phone because it is sporatic.  Hopefully we can find a resolution by this forum.  Gracobaby was another of the websites that fails when this outage happens. The tracert below shows the hops failing to handoff from Comcast. All of our other sites other than Atlanta, South Deerfield, and Hoboken were fine. Including other comcast sites. Those sites also worked fine when we used other internet circuits we have at those locations. so comcast from those 3 sites was the only place having this issue. C:	racert www.gracobaby.com Tracing route to e7016.b.akamaiedge.net [23.219.25.74] over a maximum of 30 hops: 1

tonydick642 · Answer

Is there anyone else who has noticed a similar issue? I haven't heard anything or been asked any questions about this problem. I am hoping to get an explaination about what happened, so we can prevent these websites from going out in the future. On the East Coast from Comcast connections.

Thank you,

Tony

tonydick642 · Answer

I will keep updating this thread with updates I get from Comcast representatives. Currently I have had one Comcast representative ask if I have called in to report the issue. The answer is yes, there was a ticket open the first time there was an outage.

There is a second rep that said he "checked our line" and the signal has been good. But of course it was. If anyone looks at the issue I am describing it notes that the issue is between Comcast and a larger provider (supposedly Akamai). And the reason the East Coast has an outage of those specific websites is because there is most likely a peering issue between Comcast and Akamai on the East Coast. Checking signals or connections at the sites I manage specifically will be of no help.

Just an update to keep this in view of everyone.

Thank you,

Tony

CC-Michelle1 · Answer

I understand that this is an intermittent issue and that you believe the issue is outside of your network. I do see the information that you have sent. I would like to reach out to our metro E team to look further into this for you. What is the best contact number and email address to reach you at if needed?

tonydick642

Connectivity from our East Coast Comcast sites (Outage)

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