Unreliable Connection For Over A Week

So for over a week now my connection goes from being decent, to less than dial-up, to completely offline. I have checked all of your documentation on how to resolve such issues assuming they are on my end. From what I can see from my modem, these forums, and various other locations this is NOT on my end.

I have done all the usual troubleshooting steps; checked documentation, read forums, restarted the modem, restart devices, etc. Nothing.

I recently switched to Comcast Business from residential because I was told the two services were on seperate networks (this is obviously not the case since it seems everyone with Comcast is affected), and the business one was more reliable and had better customer service. Since, I have been slowly migrating all of my remotely hosted sites/services to local servers so I can have more control. But now however, the few services I have migrated are almost always offline. Needless to say, this doesn't make my users very happy, and it doesn't make me very comfortable with moving more of my services either.

Please resolve this fast. Please don't try and tell me this is on my end, I know better.

Responses

Accepted Solution

CC_John

Retired Employee

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1.9K Messages

9 years ago

Hi Tazumm. The service issues described in the post can be caused by the equipment, line problem. A service call is necessary to properly diagnose and repair the issue. Please let me know if you need assistance with scheduling a service call.

Thank You

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waitingforv6

New Contributor

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14 Messages

9 years ago

I'm seeing something similar. After approx. 24 hours the SMC will now start dropping packets and ping latency shoots from a normal avg. of 34ms to 180ms. This will persist and the modem will slowly stop responding. Resetting the modem solves the problem for the next 24 hours. This only started about 10 days ago. I wouldn't expect this to be a hardware problem as it goes away for exactly 24 hours when reset. Upstream and downstream power levels look fine, this would appear to be a new config from the CMTS that is causing the issue as I have not made changes to the modems config for over six months.

Comcast, please investigate

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tmittelstaedt

Problem solver

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326 Messages

9 years ago

I have seen behavior like this fixed with a new power adapter. You may be knowledgeable but he who has a problem and immediately starts ruling out stuff without even testing the gear, is not following the path of competent troubleshooting.

(I'm being nice - you don't want to read what I -really- think)

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waitingforv6

New Contributor

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14 Messages

9 years ago

Aside from the rude commenter, this appears to have been resolved by a new boot file. The issue appeared to be only three upstream channels were allocated where there should have been four. All four are now present and latency and packet loss are gone.

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tmittelstaedt

Problem solver

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326 Messages

9 years ago

I am glad that fixed it the SMC was pretty reliable when I ran it.

You may think I am rude but your original post said "..since it seems everyone with Comcast is affected.." which clearly was not the case if your bootfile was the issue. As a customer I prefer that these forums are respected by the Comcast support and to accomplish that I feel it is imperative to be as accurate as possible when a problem is being described here.

Unfortunately, the SMC, like the Netgear, is not the "favored son" among cable modems. That place is reserved for the Comcast BWG which can support many more channels than the 4 that the SMC is limited to. Yes, the SMC is DOCSIS 3 but Comcast's engineers would shed no tears if there were more Cisco BWG's and fewer SMCs on their network, because having endpoints that can handle more channels gives the Comcast network managers more flexibility. That's why most if not all new installs provide the BWG and the support people aren't as used to seeing the other modems in use. It's possible this had something to do with your being setup with the wrong bootfile.

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waitingforv6

New Contributor

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14 Messages

9 years ago

Unfortunately, you are attributing a comment not made by myself as a pretext for rude behavior. Shouting someone down is a clear indication that your argument is weak and your call for strict rules around your own submissions don't mean a hill of beans to me.

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