Connectivity
Connectivity and managing Your Comcast Business network
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Comcast Business Internet goes for 1-4 hours after midnight starting from October 30, 2014

Hello,
 
We have two Comcast Business accounts with two modems at this location in Owings Mills, Maryland 21117. Starting on October 30, 2014, both accounts go down after 12am each and every day, usually for 1 to 4 hours. Comcast website does not show any outage in the area, however comcast internet business phone support usually confirms the issue, opens tickets and sugeests that someone will follow up during 24-hours. Noone ever follows up.

The latest two tickets are: CR410055211, CR410055185. I hope that someone from comcast management team will read the message and help us with the constant connectivity problem at night.

Thank you.
Gary

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Re: Comcast Business Internet goes for 1-4 hours after midnight starting from October 30, 2014

Hello GaryWagm and welcome,

 

I believe your intermittent problem has been resolved in both your SMCD3g and your NetGear3000 by adding WAN & LAN DNSs to your settings, along with changing your leasetime=forever.  If you have a Firewall or controlliing router connected to either modem, I would recommend that you disable the Comcast modem(s) internal DHCP Server(s) to avoid any conflicts.

 

Please let us know is you are still having issues.

 

 

 

 

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Re: Comcast Business Internet goes for 1-4 hours after midnight starting from October 30, 2014

Hello and thank you for the information. However, I do have a new update from Comcast related to this problem:

 

I've just spoke with Tyson who is a supervisor at Comcast Business Support (1-800-391-3000). Tyson had informed me that his system shows that Comcast does perform planned fiber maintanance each night starting from October 30, 2014. That is why our business internet service goes down each and every night for the last 10 days. Tyson had confirmed that Comcast does not announce this planned nightly downtimes to customers and said that I can raise the concern related to the issue with comcast management (he did provide me with the email to contact comcast management). I think that shutting down business Internet each and every night is completely unacceptable considering some business accounts have 24/7 operations, runs VPN and other 24/7 services as we do. At least comcast should announce the planned outage ahead of time so customers can adjust their system/workflows to minimize the losses.

 

I am sending the same message to comcast management email provided by Tyson.

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Re: We are losing our service several times a day

Also since October 30th or so.  Have had two techs out and first one said he fixed it. Second one put in an order for an updated box on the pole.  That was Monday....Today is friday.  Keep losing our on line reservation system since we have to reset the modem and the servers every time the modem goes out.  last person I spoke with said she would call me back shortly.  That was 4 hours ago.  

 

Horrible.

 

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Trusted Forum Contributor

Re: Comcast Business Internet goes for 1-4 hours after midnight starting from October 30, 2014

Hello GaryWagm and welcome,

 

I believe your intermittent problem has been resolved in both your SMCD3g and your NetGear3000 by adding WAN & LAN DNSs to your settings, along with changing your leasetime=forever.  If you have a Firewall or controlliing router connected to either modem, I would recommend that you disable the Comcast modem(s) internal DHCP Server(s) to avoid any conflicts.

 

Please let us know is you are still having issues.

 

 

 

 

View solution in original post

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Re: Comcast Business Internet goes for 1-4 hours after midnight starting from October 30, 2014

Hello and thank you for the information. However, I do have a new update from Comcast related to this problem:

 

I've just spoke with Tyson who is a supervisor at Comcast Business Support (1-800-391-3000). Tyson had informed me that his system shows that Comcast does perform planned fiber maintanance each night starting from October 30, 2014. That is why our business internet service goes down each and every night for the last 10 days. Tyson had confirmed that Comcast does not announce this planned nightly downtimes to customers and said that I can raise the concern related to the issue with comcast management (he did provide me with the email to contact comcast management). I think that shutting down business Internet each and every night is completely unacceptable considering some business accounts have 24/7 operations, runs VPN and other 24/7 services as we do. At least comcast should announce the planned outage ahead of time so customers can adjust their system/workflows to minimize the losses.

 

I am sending the same message to comcast management email provided by Tyson.

View solution in original post

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Highlighted
New Member

Re: We are losing our service several times a day

Also since October 30th or so.  Have had two techs out and first one said he fixed it. Second one put in an order for an updated box on the pole.  That was Monday....Today is friday.  Keep losing our on line reservation system since we have to reset the modem and the servers every time the modem goes out.  last person I spoke with said she would call me back shortly.  That was 4 hours ago.  

 

Horrible.

 

View solution in original post

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