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About to loose a business customer

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Walkercctv
Visitor

About to loose a business customer

To Comcast:

 

I have been a business customer for nearly a month now. Initally there was a High Transmit issue that had to be resolved to fix a signal problem with my modem. 

 

 

Every single night since then around 9-10PM EST my service goes down.  This happens to be right in the middle of a live teleconference to which I am the leader of every night.    I have had 4 techs, my line monitored, the issue escalated to programming, and quite frankly nobody is willing to consider that  the issue could be the node or the head end as I have directly bypassed all my equipment and connected directly modem to pc and it happens every night.

 

I have made sure that my computer is not renewing IP addresses.

 

I am quite frustrated with being made to look like a fool when every night I am dropped from an adobe connect pro session teaching a class of 30 people that are PAYING me to do a job for them. 

 

I am ready to cancel my service and use AT&T T1 Hosted Service because I am loosing business, and creditibility every day.

 

I have called every single day this happens, and nobody can resolve it, nothing is ever done to fix the issue. I have screenshots of traceroutes that have been performed everytime this happens, I have the router logs from my personal ProSafe Business Router. 

 

See Line Quality Tests and 24 hour ping tests:

 

24 Hour Ping: http://www.dslreports.com/r3/smokeping.cgi?target=network.e6db4c563c870d83569bda463e369ed7&r=875

 Line Quality Test 5/16: http://www.dslreports.com/pingtest/454cabcb76c6/2903396?r=603

Line Quality Test 5/17: http://www.dslreports.com/pingtest/89467568683a/2903756?r=103

 

Please fix this!!! I'm ready to give up and switch.

Accepted Solution

Re: About to loose a business customer

Walkercctv-

 

Thank you for being apart of our Forums family and allowing us to resolve your issue. After review of your account we notice your levels are wonderful except in the 9-10PM EST that you stated. We would like to run some test on our backend side to make sure your speed tier is acceptable for the live teleconference that you host. 

 

At first glance our team believes your internet package may not be enough bandwidth to support this. We are willing to work and assist you with this matter.  Please let me know a good time to setup this test.

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Accepted Solution

Re: About to loose a business customer

Is this meeting held daily? If so, when will you be hosting again so I can begin my testing.
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Accepted Solution

Re: About to loose a business customer

This meeting is held daily.

 

 

Here's my schedule

 

Tonight is my last meeting till Tuesday:  7PM - 11PM  EST.

 

 

We are closed in observance of Memorial Day.  However beginning next Tuesday the 29th  I will have two classes going on Monday - Friday.

 

9AM - 1PM EST

7PM - 11PM EST 

 

It works fine in the morning time but in the evening is when I experience the constant drops.   I have also upgraded my package to the 22MB/5MB tier...  Although usually the best I can get is 16MB/10Mb  here is my most recent speed test, I will update again tonight with a speedtest during the normal problem time.

 

 http://www.speedtest.net/result/1971926397.png

 

Even though I have upgraded, the drops continue.

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Accepted Solution

Re: About to loose a business customer

I wanted to post an update to the situation and say thank you.

 

The folks that handle the Tier 2 Watchtower Escalations in Local Market really came thru for me.  They discovered the problem with equipment at the head end causing Signal Noise and packet loss, for this node.    Unfortunately being on mostly Residential node, nobody else noticed the problem and reported it, as the packet loss that late at night isn't noticed by residential people.

 

 

Long story short, I have been battling this since installation and Finally the issue has been resolved thanks to the Great Folks in Tier 2 Escalations.  The Head End has been re-wired to fix the bad port/blade that was causing the problems with connectivity.  

 

 

My internet  is now running like a dream.  I feel like a kid on Christmas.   It took forever to resolve but I appreciate the Comcast team staying dedicated to identifying and resolving the issue that was so tough to initially diagnose. 

 

 

Thank you again for all your support I look forward to having Comcast Business Class for years to come now.

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Accepted Solution

Re: About to loose a business customer

So I am have the exact same problem and I have contacted everyone I can find.  Suggestons?

View solution in context
Member

Re: About to loose a business customer

Walkercctv-

 

Thank you for being apart of our Forums family and allowing us to resolve your issue. After review of your account we notice your levels are wonderful except in the 9-10PM EST that you stated. We would like to run some test on our backend side to make sure your speed tier is acceptable for the live teleconference that you host. 

 

At first glance our team believes your internet package may not be enough bandwidth to support this. We are willing to work and assist you with this matter.  Please let me know a good time to setup this test.

Walkercctv
Visitor

Re: About to loose a business customer

Larry,

 

           Anytime is good to setup the test. I don't know what all it entails.  However in the evening time,  I can get at best 1.5Mbit connection, to me it appears to be a capacity problem in the evening time on this node.  I am not able to sustain speeds equal to those that are advertised.

 

I have no problem going to a higher speed tier if that truely resolves the problem  Please see the below link that outlines the requirements for the software that is being used.

 

Additional requirements

  • Bandwidth: 256Kbps (512Kbps recommended) for participants, meeting attendees, and end users of Adobe Connect applications. Connection: DSL/cable (wired connection recommended) for Adobe Connect presenters, administrators, trainers, and event and meeting hosts.

Client system requirements: Hosted and licensed deployments

http://www.adobe.com/products/adobeconnect/tech-specs.html

 

 

I am a meeting host, but the meeting itself is hosted by adobe connect.  The IP address of the server that is hosting the meeting is 216.104.214.120  and it is this server that I am unable to maintain connection to in the evening time the latency jumps from 100ms  to 54.5 seconds every single night.

 

 

I can host the same exact meeting (which I did yesterday from 8AM - 12PM CST)  and there is no issue with connection, the issue only occurs at night.  I hope this helps.

Member

Re: About to loose a business customer

Is this meeting held daily? If so, when will you be hosting again so I can begin my testing.
Walkercctv
Visitor

Re: About to loose a business customer

This meeting is held daily.

 

 

Here's my schedule

 

Tonight is my last meeting till Tuesday:  7PM - 11PM  EST.

 

 

We are closed in observance of Memorial Day.  However beginning next Tuesday the 29th  I will have two classes going on Monday - Friday.

 

9AM - 1PM EST

7PM - 11PM EST 

 

It works fine in the morning time but in the evening is when I experience the constant drops.   I have also upgraded my package to the 22MB/5MB tier...  Although usually the best I can get is 16MB/10Mb  here is my most recent speed test, I will update again tonight with a speedtest during the normal problem time.

 

 http://www.speedtest.net/result/1971926397.png

 

Even though I have upgraded, the drops continue.

Walkercctv
Visitor

Re: About to loose a business customer

Larry,

 

I have gathered some data from today that should show the issue actually occuring. 

 

As you know I have connection issues every evening late in the evening.  I would appreciate a response to the below tests. Please be sure to scroll thru the whole test page as the details are towards the bottom.

 

 

PingTest at 8:15PM CST  All is well at this point:

http://www.dslreports.com/pingtest/59364c3b6835/2908490?r=871

 

PingTest at 9:15PM CST Packet Loss is beginning:

 http://www.dslreports.com/pingtest/6b565bc675c6/2908507?r=508

 

PingTest at 10:00PM CST Packet Loss in Full Effect, loss of connectity to adobe and high latency on reconnection:

http://www.dslreports.com/pingtest/c2443a648594/2908518?r=57

 

Is there anyway to prioritize my traffic not to go thru SanJose servers because I have screenshots of this same occurance from weeks ago:

http://www.dslreports.com/pingtest/454cabcb76c6/2903396?r=603

 

 

See the Known Router Watch for SanJose indicating issues with this equipment:

http://www.dslreports.com/routerwatch/if-10-12.icore1.SQN-SanJose.as6453.net

 

 

Screenshot of Traceroute from modem to Adobe Servers also showing San Jose routing issues:

http://tinypic.com/r/5n1wgp/6

 

 

Speedtest results during evening: http://www.speedtest.net/result/1985188886.png

Speedtest results during daytime: http://www.speedtest.net/result/1970113957.png

 

Please help me this issue is still unresolved REF# CR286794900

 

 

 

 

Walkercctv
Visitor

Re: About to loose a business customer

It is really making me mad that you marked this thread as resolved when the issue is not.  I have been documenting on the thread the continued problem.

 

If your going to have a customer forum and not support the customer's then you will have NO CUSTOMERS!

 


My internet is once again dropping tonight,  here is the link to a test that you will never read that shows my constant packet loss.

 

Packet Loss: http://www.dslreports.com/pingtest/a8a457758a5a/2909640?r=294

 

if you continue to ignore this problem I will cancel. Not that you care.... COMCAST.

Walkercctv
Visitor

Re: About to loose a business customer

Tonight's Tests showing Packet Loss:

 

9:00 PMCST: http://www.dslreports.com/pingtest/b36ccb3a7b2c/2910054?r=55

9:30 PM CST http://www.dslreports.com/pingtest/8b2b9a392333/2910068?r=522

10:00 PM CST http://www.dslreports.com/pingtest/6b799422a866/2910076?r=496

 

 

I have as much as 15 to 20% packet loss at night, and my business can no longer function.

 

 

I will be calling AT&T Managed Internet Services Monday morning for Ethernet access to replace you as a provider.

Walkercctv
Visitor

Re: About to loose a business customer

I wanted to post an update to the situation and say thank you.

 

The folks that handle the Tier 2 Watchtower Escalations in Local Market really came thru for me.  They discovered the problem with equipment at the head end causing Signal Noise and packet loss, for this node.    Unfortunately being on mostly Residential node, nobody else noticed the problem and reported it, as the packet loss that late at night isn't noticed by residential people.

 

 

Long story short, I have been battling this since installation and Finally the issue has been resolved thanks to the Great Folks in Tier 2 Escalations.  The Head End has been re-wired to fix the bad port/blade that was causing the problems with connectivity.  

 

 

My internet  is now running like a dream.  I feel like a kid on Christmas.   It took forever to resolve but I appreciate the Comcast team staying dedicated to identifying and resolving the issue that was so tough to initially diagnose. 

 

 

Thank you again for all your support I look forward to having Comcast Business Class for years to come now.

anolte
New Contributor

Re: About to loose a business customer

So I am have the exact same problem and I have contacted everyone I can find.  Suggestons?