Frequent internet outage since 08/20/21

After a confirmed broader internet outage on 08/20/21, our internet frequently goes out requiring a modem reboot. Unfortunately, your website frequently has issues and sometimes it also takes 3-4 online attempts to reboot our modem. Worst case scenario we have to unplug the modem, which is problematic as it is hosted inside a utility room requiring access through the landlord.

Up until the incident on 08/20/21, we had no problems for a very long time. Actually, since you made a curtesy upgrade a while back. Prior to that upgrade we had similar intermittent issues.

We would appreciate a root-cause analysis as well as a guarantee for a high-level uptime. Our modem is owned, but state of the art.

Thank you.

Responses

Comcast_AnthonyT

Official Employee

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30 Messages

3 years ago

Hey I appreciate you bringing this to my attention. Send a Direct Message to Comcast Business with the business name, address, phone number, and your name and I can get in depth on this.

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user_a4124c

New Member

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2 Messages

@Comcast_AnthonyT thank you. How do you send a direct message? Via the chat function? It’s often not available.

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3 years ago

0

Comcast_AnthonyT

Official Employee

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30 Messages

• Click "Sign In" if necessary
• Click the "Direct Message" icon in the top right corner
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there
• - As you are typing a drop-down list appears. Select "Comcast Business" from that list
• - An "Comcast Business" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it"

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3 years ago

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user_f4ac44

New Contributor

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2 Messages

@Comcast_AnthonyT

Are you able to provide me with assistance as well? I have tried resetting/rebooting with no solution. The information on my business account page says “resolution in 24 hrs”.

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3 years ago

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Comcast_Aldrik

Official Employee

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27 Messages

@user_f4ac44 our team can definitely take a further look.

• Click "Sign In" if necessary
• Click the "Direct Message" icon in the top right corner
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there
• - As you are typing a drop-down list appears. Select "Comcast Business" from that list
• - An "Comcast Business" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Like

Reply

3 years ago

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user_f4ac44

New Contributor

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2 Messages

3 years ago

This is also becoming an issue with my business internet service. I was under the impression that this would not be an issue. Having no internet for my business and being told it is an issue that maybe resolved in 24 hrs is unacceptable.

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Comcast_Aldrik

Official Employee

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27 Messages

Hello @user_f4ac44, thank you for taking the time to reach out to us on our Business forums. Please send us a private message with your full name, business name, full address, and phone number. By clicking the "message" icon in the upper right page of our forum page. Once you click on that, input our shared handle (Comcast Business) to send us a private message.

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3 years ago

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n0uk

Contributor

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13 Messages

3 years ago

We, too, are experiencing an increasing number of service outages, usually requiring a reset of the cable router.

I am assuming that there was some erroneous router firmware update applied that is causing the exceptional number of service outages. A reset of the router restores service temporarily, however, it is an appalling level of quality for a business internet service.

I sent a detailed report of the most recent four outages about 10 hours ago via direct messaging as the support team always seems to request but have so far had no response.

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