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New Contributor

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9 Messages

Fri, Mar 5, 2021 2:22 AM

Multiple outages most days, usually ~8 minutes long [SOLVED]

After months of solid reliable service my business internet has been experiencing outages almost every day, often multiple a day. Many of them last about 8 minutes, some are shorter (occasionally longer).  I've had a service technician out, he replaced some older connectors and the modem, which improved the smaller outages somewhat, but the longer ones have continued.

I've been measuring connectivity between my firewall and the "next hop" router upstream of the cable modem, here's what I have recorded:

In the last 3 weeks:

2/14 - 2/20 - Outages over a minute long on 6 days, 5 outages of 7-9 minutes, total of 59 minutes of outage.

2/21 - 2/27 - Outages over a minute long on 5 days, 6 outages of 8-10 minutes, one outage of 35 minutes, total of 91 minutes of outage.

2/28 - 3/04 (so far) - Outages over a minute long on 5 days. 6 outages of 8-10 minutes, total of 66 minutes outage (so far)

Sometimes the status page will eventually acknowledge there's an issue (usually right around the time it recovers), often it doesn't.

Internet troubleshooting can never restart my modem.

The technician who came out was very helpful, but did not seem to have access to any logs for the history of infrastructure issues in the area (Concord/Walnut Creek CA), this doesn't seem like an issue within my facility (If it was, i'd be happy to get that repaired), but a local or regional problem.  This is extremely disruptive especially given the amount of business conducted virtually.

I'm looking for any kind of contact to at least acknowledge the problem and provide some kind of status - as I noted before until recently (even through most of the COVID lockdown) my service was excellent.

Any suggestions on contacts or troubleshooting steps are welcome.

Update: The underlying cause was a failed amplifier on the line down the street. Once Comcast/XFinity acknowledge there was a "network issue" it got resolved very quickly, but it took a long time to get to that point since the presumption is that it's a single customer problem.

New Contributor

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9 Messages

9 m ago

An additional detail - on those occasions that a failure has happen when I've been using UDP based voice/video services, my outbound stream fails several seconds before the incoming stream (i.e. others stop hearing me several seconds before I stop hearing them).

(edited)

Official Employee

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7 Messages

Hello, there! Thank you so much for taking the time out of your evening to reach out to our experts in the Xfinity Business Forum! I truly appreciate the details of the service interruptions you experienced recently - that's very helpful to move things along, quickly. I know first hand how important a reliable connection is to run a business, so I can imagine the inconvenience and frustration this has caused. My colleagues and I will make sure this gets resolved for you asap. Please send me a Private Message with your first and last name, complete address of the business and the account number. I look forward to working with you soon!

New Contributor

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9 Messages

9 m ago

Hi @Comcast_Lizzy and thanks for the prompt response - I'd be happy to contact you via private message but the website's private message function seems to be broken right now on Google Chrome (I see another forum thread about it being broken as well). I see an error in the console, maybe there was a recent update to the forum software containing a bug? (I did restart by browser just in case, and it's running the most recent version).

vendor.6efe67141a082b6dae7f.js:1 uncaught at v TypeError: Cannot read property 'type' of null
    at https://forums.businesshelp.comcast.com/public-assets/community/en_US.main_3d94321803d4410c9c9d.js:16:501911
    at e.exports (https://forums.businesshelp.comcast.com/public-assets/community/en_US.main_3d94321803d4410c9c9d.js:16:249582)
    at e.exports (https://forums.businesshelp.comcast.com/public-assets/community/en_US.main_3d94321803d4410c9c9d.js:16:57313)
    at t.default (https://forums.businesshelp.comcast.com/public-assets/community/en_US.main_3d94321803d4410c9c9d.js:16:501883)
    at https://forums.businesshelp.comcast.com/public-assets/community/vendor.6efe67141a082b6dae7f.js:17:40893
    at t (https://forums.businesshelp.comcast.com/public-assets/community/en_US.main_3d94321803d4410c9c9d.js:16:25851)
    at y (https://forums.businesshelp.comcast.com/public-assets/community/vendor.6efe67141a082b6dae7f.js:1:85641)
    at https://forums.businesshelp.comcast.com/public-assets/community/en_US.main_3d94321803d4410c9c9d.js:16:505844
    at https://forums.businesshelp.comcast.com/public-assets/community/vendor.6efe67141a082b6dae7f.js:50:20886
    at https://forums.businesshelp.comcast.com/public-assets/community/vendor.6efe67141a082b6dae7f.js:17:105691

Official Employee

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263 Messages

I apologize, feel free to try to send a private message again at your convenience. I have seen people clear cache and cookies to fix private message issues in general. It might be worth giving this a try. Do you use the Comcast Business app? We can check the status of a confirmed service interruption from the app. 

New Contributor

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9 Messages

9 m ago

The "Peer to Peer Messaging" function is available today, but unfortunately neither Comcast_Lizzie or Comcast_Joseph are available recipients. I'm assuming that's what you mean by private message (I didn't see anything else and there's no message icon on either of your profiles). If i'm looking in the wrong place please let me know where I went wrong.

I'll try the other option at a different time of day otherwise.

Official Employee

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19 Messages

Apologies! Yes, we do mean using the Peer to Peer chat function; while some agents may not be available, we do all have access to any notes needed to continue assisting you. We'd love to work with you if you decide to take that route!

New Contributor

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9 Messages

9 m ago

I've checked back a few times and none of the folks who've responded to this thread seem to be online when I do so - Should I just pick a random online Comcast_ account to message, or do I need to wait?

New Contributor

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2 Messages

9 m ago

Hi Brian, I used to be a Comcast Business Services customer for my home office, and was having exactly the same issue that you are describing for months. The internet would stop all by itself for no reason -- this happened to me dozens of times (not kidding), with the average time between outages being around 1 week (but ranging between 6 hrs and 1 month). Each time I called Comcast to report the problem the agent went through the same drill -- unplug the Comcast router from power, wait 30 seconds, plug it back in, wait 10 minutes for it to reconnect, and magically it would start working all over again. I had Comcast change my router two times (meaning I suffered through 3 routers, although they were all the same model).

In frustration, I finally called Comcast to cancel my service due to the terrible SLA, but they refused to acknowledge the problem and said I would have to have a technician come in to verify the outage when it occurred the next time -- as in intentionally keep my Internet down for a day or two (without doing the unplugging routine), just waiting for a Comcast technician to show up and verify that it was indeed down.

I was so frustrated by this callousness that I chose to cancel my service and paid the early termination fee. I have told all my friends about my experience and recommended that they stay away from Comcast Business Services (at least for their home service).

New Contributor

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9 Messages

9 m ago

I'm not presently at a point where I'd walk away (and there aren't necessarily better options in this area without sacrificing some of the capabilities that brought me to Comcast Business in the first place).

I was finally able to contact a representative (At some point recently things changed such that one no longer uses "Direct message" to a specific agent, but instead uses "Peer to Peer Messaging" to the generic "Comcast Business" identity), and the working hypothesis is that my issues are due to a line issue causing signal loss. Their conclusion was that I'd need a tech to come out and specifically look for those issues, including between the property and the street.

I'm still having some challenge getting that to happen though, too often attempts at support get a generic "I tested your service and it is working" response, without any real acknowledgement that this is an intermittent issue and that 99% of the time things are fine (The problem is that the 1% of the time is very disruptive - 8 minutes of outage in the middle of an important 60 minute zoom meeting).

I'll keep this thread updated as this issue works itself out, in the hope that it might help others with similar problems.

(I'll post a second message with some more technical observations).

New Contributor

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9 Messages

9 m ago

Since the initial post I was able to set up some more advanced monitoring of the connectivity through the router, and checked some of the statistics from my network.  This is NOT a capacity issue, generally I'm consuming 1.5% of my download and 7.5% of my upload bandwidth (and stability is not affected when there's a spike in usage).

One observation is that when a failure occurs, outbound (uplink) traffic ceases to flow many seconds before inbound (downlink) traffic does - this is consistent with my experiences with VOIP.

Also, I think the apparent correlation between my outages and issues on the Service Status page was an illusion - if i just randomly check the service status page there are enough short outages in my area that it was likely coincidence.

The extended recovery time is still a bit of a mystery - if I power cycle the modem under normal conditions it seems to take about 2-3 minutes before it fully establishes a connection. I've also experienced cases where there's an apparent interruption to service that resolved within about 2 minutes.  However, during the more frequent disruptive events, it's a good 8 to 10 minutes between loss of connectivity and restoration, today there was an outage that did not recover by 9 minutes, and I restarted the modem 10 minutes in and it still took another 9 minutes to come back.   Perhaps this is a defective modem, hard to know.

New Contributor

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9 Messages

8 m ago

Finally a breakthrough - I noticed an Xfinity truck by a neighbor, and asked if they were having internet issues - they've been having the same issues as I have, and after comparing notes, at EXACTLY the same time.  Being on the residential service they've had a worse time of it than I am (being told their modem was bad, etc).

With the correlation, both their Xfinity tech and my Comcast Business tech were able to escalate to the network support group, and yesterday morning I'm told they replaced a line amplifier down the street.  There have been no outages since then - I'm not going to declare victory just yet because we've gone 5 days with no outage just to have them reappear.

What I don't understand is why Comcast's monitoring of their infrastructure couldn't detect concurrent failures for multiple adjacent customers happening REPEATEDLY especially when both of those customers have been reporting issues for some time.  I suspect if it wasn't for COVID I'd have found out the neighbors were on Xfinity and having issues before seeing the truck.

Hopefully the next post from me will be in a week with a positive confirmation.

New Contributor

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9 Messages

8 m ago

I can confirm that the amplifier replacement solved this issue, it's now been over a week that I've had continuous connectivity.