Issues with the Netgear CG3000DCR - surprised?

This is mainly a customer to customer forum. While there are Comcast employees here it's best to contact Comcast directly. I also don't recommend posting your account number on a public forum. 

Lets go over your setup. Do you have splitters on the path or is there a router in play? When you notice the packet loss is it to everywhere or just a few specific IPs? Does the modem require a reboot or does it resolve itself after a few minutes?

Next time it happens head over to http://10.1.10.1/ and post your modems signal levels so we can take a look. Posting one while the issue happens and another after it's been resolved would be good. 

Ok,

I'll dance.

1. No splitters. There was a fresh RG6 pulled when I became a Comcast home customer.

2.This happens on any computer whether on wireless or directly connected to the back of the Netgear.

3. A reboot does solve the problem for a few days.

Again, I didn't have any issues while I was a Comcast home customer. It was only when I moved to the Business service did this become an issue. The business service even uses the same run. Only the modem is different.

Here is the modem info, this is currently working fine (since the reboot about an hour ago)

CABLE MODEM

Initialization Procedure

REGISTRATION COMPLETE

Downstream Channel

Upstream Channel

Your signal looks good. Try to get that same output when the problem is occurring. This could help us see what's going on. 

So it's happening now,

Here is the modem info:

CABLE MODEM

Initialization Procedure

REGISTRATION COMPLETE

Downstream Channel

Upstream Channel

I'm running WinMTR overnight. I'll post the results tomorrow.

Those levels look good. Just as a test, try switching to a different port on the modem and taking that port off auto and automatically assigning it 1000/full duplex. 

Here are my ping results from overnight:

Ping statistics for 8.8.8.8:
Packets: Sent = 26017, Received = 25985, Lost = 32 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 3974ms, Average = 40ms

Here are my WinMTR results from overnight:

Here is a fresh WinMTR

I'm not sure how Comcast expects to work with this. VOIP is useless.

That's definitely odd and it's hard to say if your issue is with the modem. I know have similar issues and a new modem hasn't helped, but it wouldn't hurt to change it out. 

Generally, if you just call a tech out and ask that he replaces the modem he'll just pop in an SMC. 

Thank kraze,

I tried that already and had to cancel the appointment because the tech told me there weren't any SMC's around.

fine.

Here is a fresh WinMTR this morning.

Have you had them replace it with another Netgear? It's very possible you just have a bad one. Though, if you are still seeing consistent packet loss to everything, you should have a tech out anyways so he can check everything else. 

Whether your issue is related to that or not, you'll need them to do the basics before you'll have any real chance of escalation.

kraze,

Thanks for your insight thus far, it's appreciated. I do have another escalation path and I used it yesterday with the Executive Customer Service team and basically gave them my data, what I would like (honestly, I just asked for an SMC modem) and they responded this morning with this:

***********************

Good Morning

I’m writing to you in regards to a Corporate Escalation I received today.

After reviewing the Escalation I understand that you have been having service related problems with the internet and the netgear modem. I also understand that you have tried to change out the modem to the SMC but were told there is no more in stock and at this time you would like to have the account disconnected.

At this time I do apologize for everything you have been through and I can send you out the disconnect paperwork and have the account closed under the 30 day policy if you would like. Please let me know if that’s what you would like at this time so I can get the paper work sent out.

Again I apologize for any problems this has caused.

Thanks

Kyle Strzelecki

Comcast Business Services

Executive Support Line  Agent

500 Enterprise RD

Horsham, Pa 19044

*********************************

At the moment, things do appear to be a bit better, though, after the above response and subsequent voluntary service termination documents, I'm disconnecting service, I'm done. 

I would have thought there would have been an attempt to at least help me but there wasn't and I'm ok with that. This business service is horrible.

Madman I too am having the excat same issues. I too have done extensive testing, and when talking to Comcast only to be told that they have no SMC cable modems. I am posting my WinMTR report too:

Yep,

This service is absoultely horrid. Last night, the "event" was happening. Here is what I discovered:

1. I could ping anywhere outside the router

2. I could NOT websurf. I use hardcoded DNS servers. 8.8.8.8, 4.2.2.2 and the OpenDNS servers.

I did a packet-capture and the pcap was filled up with TTL exceeded, which explains the web surfing issue. Below is the link to the pcap should anyone need/want to look it over.

https://www.dropbox.com/s/g8869j84z3vl0ty/ttl-exceeded-comcast.pcapng