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New Contributor

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5 Messages

Wed, May 26, 2021 1:45 PM

Frequent outages are unacceptable

Experiencing frequent short outages daily for the past few weeks.  17 of them in the last 48 hours.  Totally unacceptable for business class service.  Comcast tech was on-site last week, checked things out and swapped out Comcast router.  No improvement.

Responses

Official Employee

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30 Messages

2 m ago

@scaleman Hey there! We would be happy to look more into those interruptions so we can get this resolved for good. Please send us a private message by selecting the chat icon in the top right-hand corner. Then search for Xfinity Support. 

New Contributor

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5 Messages

2 m ago

Nothing that comes up looks legit when I type "Xfinity Support" into the "To" field of the peer to peer chat page.

Official Employee

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30 Messages

@scaleman Hmm, it's odd it doesn't look legit because that is the only way to reach us through private chat. 

New Contributor

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3 Messages

2 m ago

We've been having endless problems with our Comcast business service dropping out multiple times per day and requiring hard power cycling of the Comcast modem (which has been replaced twice in the last few weeks plus various coax connectors redone by comcast technician) to get us back on line. I got tired of doing it by hand, so have installed a ping-bot device that detects lost connectivity and power-cycles the modem automatically. Here's that devices' log file for the last few days:

05/25/2021 14:52:22,2,Port:1[1st Outlet]  Ping 8.8.8.8 Error 2 Times Machins Reboot
05/25/2021 14:52:22,2,Port:1[1st Outlet]  Ping 8.8.8.8  Error 2 Times Machins Reboot;Operator:System 
05/25/2021 17:53:33,2,Port:1[1st Outlet]  Ping 8.8.8.8 Error 2 Times Machins Reboot
05/25/2021 17:53:33,2,Port:1[1st Outlet]  Ping 8.8.8.8  Error 2 Times Machins Reboot;Operator:System 
05/26/2021 13:01:35,2,Port:1[1st Outlet]  Ping 8.8.8.8 Error 2 Times Machins Reboot
05/26/2021 13:01:35,2,Port:1[1st Outlet]  Ping 8.8.8.8  Error 2 Times Machins Reboot;Operator:System 
05/27/2021 13:03:26,2,Port:1[1st Outlet]  Ping 8.8.8.8 Error 2 Times Machins Reboot
05/27/2021 13:03:26,2,Port:1[1st Outlet]  Ping 8.8.8.8  Error 2 Times Machins Reboot;Operator:System 
05/27/2021 19:11:41,2,Port:1[1st Outlet]  Ping 8.8.8.8 Error 2 Times Machins Reboot
05/27/2021 19:11:41,2,Port:1[1st Outlet]  Ping 8.8.8.8  Error 2 Times Machins Reboot;Operator:System 
05/27/2021 23:42:20,2,Port:1[1st Outlet]  Ping 8.8.8.8 Error 2 Times Machins Reboot
05/27/2021 23:42:20,2,Port:1[1st Outlet]  Ping 8.8.8.8  Error 2 Times Machins Reboot;Operator:System 
05/27/2021 23:54:45,2,Port:1[1st Outlet]  Ping 8.8.8.8 Error 2 Times Machins Reboot
05/27/2021 23:54:45,2,Port:1[1st Outlet]  Ping 8.8.8.8  Error 2 Times Machins Reboot;Operator:System 

I've also looked at the log files on the modem itself and not seeing anything particularly helpful - there were several T3 timeouts but not at the same times as the upstream connectivity loss.

Any suggestions would be welcome - as remote workers we are at our wits end and this constant 8-10-minutes of downtime multiple times a day is unacceptable.

Tom S.

Official Employee

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249 Messages

Hi, @user_c5d836! Thanks for reaching out over our Comcast Business Forums page for help with the internet service concern. I appreciate you greatly for your time and for patiently waiting for a response. I am sorry to learn about this experience with the business service dropping out multiple times per day. We are the perfect team of Corporate Digital Care specialists who are diligent in resolving internet service issues such as this. To further assist, please send us a private message with your first/last name, address, and account number or a phone number linked to the account 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.

New Contributor

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1 Message

2 m ago

I have a hotel and we have had poor cable tv connection for the past 3 years.  I have made several calls over the years to comcast and all they ever did was reset our cable box and tell us we needed to upgrade our cable lines.  However, there was a major outage last week that affected our service not for one day but for 5 days straight.  Even after the outage was fixed our cable service was still down.  A tech was sent out all he did was reset the box and leave.  After he left I contacted comcast business support once again thank god I got a supervisor that actually cares about his customers.  He could see from his end that our cable box wasn't getting a strong signal and was even able to diagnose the issue from remote.  He sent out a tech to fix the issue which was the cable connection going into our box.  Amazingly all of the channels that had been snowy for the PAST 3 years are no longer snowy!  This is very poor service from comcast as I stated already I have had the issue for 3 years that was never resolved until I got the right supervisor that cares about his customers.  My business depends on the internet which was up and down over the 5 days of this outage.  When this happens it cripples my business and causes financial loss as all of my systems are dependent on the internet.  I feel that comcast should be compensating me not only for the 5 days of bad service but the fact that for 3 years not one tech bothered to check the signal coming into the building and discovering that all it was, was a connection that needed to be replace.  A supervisor was able to see this and diagnose the issue from a remote location.  I have multiple hotels that I pay good money to comcast for service but MetroNet is looking better and better everyday!  

Official Employee

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6 Messages

I am glad to hear that your cable services are now working better than before. That is great news! However, we want all of our customers to have a pleasant experience with their service at all times. I'd be more than happy to review your account with you. Please follow the steps mentioned in the above post from Comcast Gabe, so you can send me a private chat. In the private chat, please include the account address and your first and last name. Thank you for taking the time to post your feedback in our communities’ forum.