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striker1983's profile

Contributor

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16 Messages

Thu, Jul 23, 2020 10:00 AM

Intermittent loss of internet connection multiple times a week

I run a problem with losing my internet connectivity multiple times a week. Sometimes, it's just a blip with 2-3 seconds loss, other times it goes down for upto 5 minutes. This happens 8-10 times a week at random times.

 

My cable modem is Arris Surfboard SB6190

 

When the issue is happening, I can see that my cable modem upstream channels are reduced from 4 to 1. The images below show the working and non working conditions.

Screen Shot 2020-07-21 at 3.30.31 PM.png

 

Screen Shot 2020-07-23 at 10.37.40 AM.png

The downstream channels appear fine during this time. Although I see a lot of uncorrectable errors.

 

Screen Shot 2020-07-21 at 3.30.45 PM.png

The status page shows things are fine, but I pings to the default comcast gateway for my subnet start failing during these outages.

Screen Shot 2020-07-21 at 3.30.39 PM.png

Here are the lgos from the cable modem during this time.

 

[removed image with account specific information from public forum]

 

Steps I have tried so far,

 

- Reboot my router and all network devices

- Power cycle the cable modem with a min between powering off and turning it back on

- Reprovision cable modem configuration using the Comcast automated system

- I have pings setup from a server to my router, comcast cable modem, comcast gateway and internet servers. During the failures, the pings to my router and cable modem work, but to the comcast gateway and internet servers fail.

 

None of them appear to help.

 

I called the support phone number but Comcast refused to troubleshoot saying that the modem is owned not leased, so they cannot do any further troubleshooting.

 

Can someone help me understand whats going on here? Is this an issue with my cable modem, the physical cable, or something to do with comcast?

 

Responses

Official Employee

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256 Messages

1 y ago

Hi! Thank you so much for your patience and for reaching out to Comcast for help with the internet service concern. You have reached the right place for help! Over social media, we are a team of expert specialists who are diligent in resolving internet service issues such as this. We are doing our very best to respond as quickly as possible during these challenging times. The great thing about reaching out to us is you can always go about your day and pick up from where we left off at any time for your convenience. Rest assured, you are in good hands! We want nothing more than to get this resolved for you as we understand how important it is to have a reliable internet service connection for your business. To further assist, would you mind clicking on my handle Comcast_Gabe and sending over a private message with your first/last name, address, and account number or a phone number linked to the account so I can take a look at what’s going on? This can easily be accessed by logging into our business website through this link https://comca.st/2Suk942. You will find your account number listed on the my account tab once you get logged in.

Contributor

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16 Messages

1 y ago

Thank you for reponding. I've sent yout a PM.

Official Employee

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261 Messages

1 y ago

I appreciate your reply, Pushkar. I know this intermittent connection is causing some huge headaches. I apologize for this and I will take the right actions to help get this connection issue resolved! Thanks for your help locating the account and for being a valued customer with us. It has been a pleasure serving you with Comcast Business internet for more than a year now. I have been at my location for more than five years now. Time sure does fly by! 

 

Let me take a closer look at your Arris modem and your signal quality so I can learn more about your connection. Even though this is an owned modem, we need to make sure your connection is dependable. Our aim will always be to provide the best internet service and online experience. Are you using the Comcast Business app to manage your service? 

Contributor

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16 Messages

1 y ago

I do not use the Comcast business app

Official Employee

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518 Messages

1 y ago

Thanks so much for taking the time to confirm that for me. I do recommend using it if possible. However, I can also recommend the business website for monitoring your billing and equipment and your speed levels. If you are interested in our app I want to make sure that you knew about our new business app, which can make your services so much more convenient! It is one of my favorite new features for our business customers! The mobile app is available for iOS, Android and Windows 8.  You can set up notifications for when your bill is ready. There’s a ton of great self-help stuff on that app. You can troubleshoot your services, request help, set up one-time automatic post-dated payments and, manage your plan. You can access more information on our business app through this link https://comca.st/3jDGqaR. let's get to the bottom of this intermittent connection. You mentioned the business gateway, I am showing the modem owned on the account, can you confirm the mac address on the modem for me to ensure that I am looking at the correct equipment? 

Contributor

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16 Messages

1 y ago

The cable modem MAC address is [removed account specific information from public forum]

It's visible in the screenshots of the cable modem logs page in my first post above.

Official Employee

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518 Messages

1 y ago

Thanks so much for confirming that for me and I apologize for missing that in the screenshots, I was pretty focused on the log information that you sent over. So can you tell me a bit more about your set up? I am showing that this is a modem that you own, I am not showing a leased Gateway on the account at all. Can you tell me what other devices you have connected to the modem? 

Contributor

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16 Messages

1 y ago

It's a standard home setup. The cable modem connects to a router/gateway, in my case its the Ubiquiti Enterprise Gateway Router with Gigabit Ethernet. The router thenconnects to a switch and three access points. I have a total of 5-10 wired and wireless devices connected to the access points and switch.

Official Employee

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261 Messages

1 y ago

I appreciate all your information. The more details we have, the better we can serve you. I can see your modem is online, but your modem is timing out and losing connection. I am very sorry to have to communicate this news, but I will always let you know what I can see. Does your modem connect to any splitters by chance? Or does it connect directly to the cable outlet on the wall? 

Contributor

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16 Messages

1 y ago

It connects directly to the wall outlet. I don't have cable TV and so no splitters anywhere in the house.

Official Employee

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256 Messages

1 y ago

Thank you so much for your patience. Just to confirm, you are not noticing any internet service issues when connecting directly to the modem by passing the router. Does this sound correct?

Contributor

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16 Messages

1 y ago

The problem occurs regardless of whether I am directly connected to the cable modem or not.

Contributor

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16 Messages

1 y ago

Sounds good. Thank you.

Official Employee

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256 Messages

1 y ago

I appreciate you for providing these details. I also thank you for providing your information in a private message. I will do everything I can to help with a solution as quickly as possible. I will pull up the account and continue assisting you over private message.

Contributor

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16 Messages

1 y ago

This has been happening for about 2-3 months.