New Contributor
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14 Messages
Continued Degradation and Disconnects
It's been about six months since the issues have started popping up, but it's gotten much much worse since then. I have to reset my comcast business router multiple times a week, sometimes multiple times a day (At minimum, it's reset 6 times a week) because my internet will drop out. I've isolated the issue to being something on the modem end.
When the internet drops out, all of my computers are still able to communicate with each other via ping, telnet etc, but I am no longer able to ping or access the modem as it completely drops out. In addition, directly connecting to the modem at this time doesn't change anything. The only fix for it is a hard reset of the modem, and then waiting an additional 15-20 minutes for it to come back online.
My network setup is a cisco 50 port gigabit switch, to which I have two ubiquiti wireless access points connected for wireless access, bypassing the comcast wireless altogether, and using the comcast modem for all my routing and inbound connections.
I have reached out to comcast support numerous times for this, and all they end up doing is sending a 'reset modem' signal. I can't get ahold of any actual person to request a new modem be sent to replace the current one.
With that, I am also on the 250MBit connection, and when testing via speedtest.net I am getting, at max, 80MBit a second now even through a cat6 and 10gig ethernet connection.
I have never been a fan of Comcast hardware, and this is just another reason why I'd like to remove it from my setup and move to an enterprise solution like the rest of my setup. Is it possible for me to use another DOCSIS modem in place of the comcast one, or with comcast business does it require the use of one of their issued modems?
As this is business internet, this should be a lot more stable and reliable than it is, especially for the price I am paying. It's extremely frustrating to have to force reset my entire internet 6 or more times a week because it continually goes out.
CC_Kaitlan
Problem solver
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19 Messages
3 years ago
Hello, @jfurnas! I appreciate you providing this information through the Forums, and I'm sorry to hear about the issues being experienced over the past 6 months. I definitely understand the frustrations being experienced when you're trying to run a business. We can absolutely look into the connection from our end with you and get a technician sent out if needed. Please send us a Direct Message and we can get started.
To send a Message:
1. Click on the Chat Bubble icon in the upper right corner.
2. Search for "Xfinity Support" and select "Xfinity Support" from the drop down list.
3. Type your message in the text area.
4. Press Enter to send!
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jfurnas
New Contributor
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14 Messages
3 years ago
I'm assuming in your steps, you meant the chat bubble at the top of the page in the page header. Once clicking that it takes me to my direct messages, and upon clicking 'new message' and in the To field typing Xfinity Support, it lists a bunch of names in the list, none of which appear to be the correct one and instead are a bunch of users pretending to be xfinity support.
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tmittelstaedt
Problem solver
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326 Messages
3 years ago
I have used Comcast for almost 2 decades.
There are 3 possible causes to your problem:
1) Power adapter on modem beginning to fail or other internal modem hardware beginning to break down.
2) Inadequate number of downstream channels assigned to data. Some of the older Comcast modems are restricted on the number of downstream channels.
3) Signal levels at the modem are out of spec.
You will need to call in and request an onside tech visit. And if you are NOT running the Technicolor CBR-T modem then ask them to swap your modem out with it. That is the newest modem with the most powerful chipset and for a 250MB down account you should be using that.
Comcast will not take trouble tickets through this or any other online forum. You have to call in. Generally plan on 45 minutes on hold or longer. You probably will have to call in multiple times until you figure out the voice response menu tree and how to bypass it since the VRU likes to dump people into dead-end menus.
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