Dropped packets / multiple support calls since Hurricane Beryl

I am having problems with a site with massive packet loss. This has happened before since Hurrican Beryl. I'm told it was your modem so tech replaced (no change), configuration (change made no difference), etc. The poles and lines were replaced after the hurricane, so that seems to be where the problem lies. Who do we contact (besides first tier support) that has some pull to fix the issue? This should be stable.

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Comcast_EmilyB

Official Employee

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28 Messages

30 days ago

@TechUser4242 Welcome to our Comcast Business community forum! Thank you for reaching out so we can make sure your internet connection is reliable and stable. Are you noticing the packet loss on a specific website or multiple sites? What troubleshooting steps have you tried so far?

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TechUser4242

New Member

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2 Messages

20-30% of all TCP/IP traffic inbound/outbound from your modem is dropped, so long before we worry about websites. Our firewall tracks it and we are experiencing outbound client VPN outages since this is a business connection.

We've disconnected everything from the Comcast modem and plugged in a laptop during the outages - seeing same issue. I've tried the normal modem reboot.

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30 days ago

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Comcast_EmilyB

Official Employee

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28 Messages

@TechUser4242 Thank you for letting me know the steps you've tried so far. I will troubleshoot with you today and help you schedule an appointment with a technician if the issue can't be resolved remotely.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Comcast Business” in the “To” section. Please include your name as well as the phone number and address for the account and I'll be happy to

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30 days ago

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