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gbur's profile

New Contributor

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2 Messages

Thu, Dec 23, 2021 10:00 PM

15 Outages in 10 Days

In the last 10 days my Internet has gone down at least 15 times. The symptoms are the modem enters a failure state and stops passing packets. I can ping the modem management IP (10.1.10.1) as well as the public ip address of the modem (I have a static IP). It always fails the same way to there is either something wrong with the next hop, there is a bug in the modem firmware causing something to crash when a certain number of packets have been forwarded, or the stateful firewall was somehow turned on and the state tables fills up allowing no new connections to be established. I have been disconnected during conference calls or sometimes it goes out in the middle of the night. There is no pattern to the timing of the problem but the remedy is always the same: power cycle the modem. Today I've had to go through that exercise three times. I am only posting on this forum in the hope that someone from Comcast will respond because I am fed up with talking to the AI and only getting a suggestion of resetting the modem...again. To say I am disappointed with the quality of customer service from Comcast Business over the last year is an understatement. I feel like the only communications I get are sales pitches for a backup cellular modem, which at a time like this is not what I want to hear. I want this modem replaced full stop. I have never owned a piece of network equipment that needs to be reset daily, let alone three times in one day.

Official Employee

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35 Messages

11 months ago

Oh no, @gbur. This is certainly not the experience we want our customers to have. I can understand your disappointment. I am sure this has caused you a massive headache. Let’s take a look together and got to the bottom of this. Can you send our team a direct message (so that we can gather some personal information)? We can certainly circle back to the public forum when we have finished up. We look forward to hearing from you!

New Contributor

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2 Messages

11 months ago

Thank you for the prompt reply @Comcast_Anna. Pardon my ignorance but in direct messaging I see a long list of Comcast_* aliases. To whom should I send the direct message?

Official Employee

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35 Messages

I do apologize, @gbur . You will want to send the message to our shared handle at Comcast Business support. Let me know if you run into any troubles, I will be on standby.