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Mon, Sep 21, 2020 11:00 AM

Periodic massive latency spikes, impacting ability to conduct business

I'm at my wits ends. We changed modems twice from CM400 -> SB8200 (the latter being brand new).
During weekends it's perfectly fine, however during the week regularly (several times per day), the latency to the comcast gateway goes into the multiple thousands of ms. That is from the router to the comcast gateway (hardwired), no WiFi involved.

This impacts our ability to get work done and is pretty disappointing.

The problem seems to co-incide with large bursts of errors, and happes several times a day see screenshot measured at router:

Screen Shot 2020-09-21 at 11.19.40 AM.png

The modem error counts below:

Downstream:
DownstreamDownstream
Upstream:
UpstreamUpstream

Official Employee

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144 Messages

Hace 2 año

Hi there! I'm so sorry for the delay. During this time we have a need for an increased support, but we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. All I need is a private note your full name, account number (follow link https://comca.st/2Hg1ipS, account number is at the top right)and address including city, state, and zip code exactly how it reflects on the bill, and I can help you with whatever questions or concerns you may have.